Questionnaire.

Impact of internet banking services on customer satisfaction: A survey

of Lahore city.
Please respond to the following questions honestly by marking the best option. There is no
right or wrong option for these statements. All the information collected through the
questionnaire will be used only for academic purpose only and will be kept confidential.
You just have to share your experience about the impact of internet banking services on
customer satisfaction. Please ensure that you mark all the given statements. As incomplete
responses it will not fulfill the researchers requirements.

Basic Information of Respondent:

Age
1. 1-25
2. 26-35
3. 36-45
4. 46+

Education
1. Primary
2. Middle
3. Metric
4. Intermediate
5. Graduate
6. Post Graduate

Gender
1. Male
2. Female

Profession
1. Job Holder
2. Unemployed

Strongly
Agree

Services reliability
1

Internet Banking Services perform the service right at the first time

Internet Banking Services deliver the service exactly as promised

Internet Banking Services complete a task accurately

services efficiency
1

Information in Internet Banking Services is up to date

Internet Banking Services provide complete help function

Strongly
Agree

Agree

Dont
Know

Disagree

Agree Dont

Disagree Strongly

Know

Disagree

Strong
Disag

Internet Banking Services contains enough services(cash Received,

cash payment, ATM, online, draft etc)

In case of any problem, customer can contact staff immediately

Internet Banking Services contain comprehensive FAQs(frequently

asked question) section to guide for common problem.

Internet Banking Services process has ability to perform task within 12 minutes

Service content

Internet Banking Services website provides standardize information

regarding the general needs of customers.

Internet Banking Services website provides step by step guidance

according to visitors/customers.

Strongly
Agree

Agree Dont

Disagree Strongly

Know

Disagree

Strongly
Agree

Agree Dont Disagree Strongly

Know
Disagree

Internet Banking Services website provides information that are trust

worthy.

Service security
1

Internet Banking Services keeps record of transaction

Internet Banking services provide security for financial transaction.

Internet Banking services safeguard hitching of customer account

confidential information.

E-Banking statement are available on website at every time.

Ease of use
1

Internet Banking Services system easy to use for customers/visitors.

The language in website is easy to understand.

Strongly
Agree

Agree Dont

Disagree Strong

Know

Disagr

The output format is easy to read.

Information and text are clear and easy to understand

Internet Banking Services system provides clear instruction.

Performance

Strongly Agree

Agree

Internet Banking Services website provide in multi-language

Internet Banking Services provide 24hours -7 days service

Allow to transfer funds inter banks and intra-banks.

Provide online registration.

Customer satisfaction
1

Im overall satisfied with the internet bank banking services

provide by any bank.

Dont
Know

Strongly
agree

Disagree

Agree

Dont
know

Strongly
Disagree

Disagree

Strong
Disagr