Online survey
Survey Part 1 (Single-Choice Questions):
Q1 When was the last time you went to a bank branch?
Q3 How important is human contact for banking relationships in your opinion?
Q5 How many days per week are you most likely to keep cash with you?
Q6 Do you use online banking?
Q13 How long have you been using online banking services?
Q14 When do you MOSTLY use online banking?
Q16 Who is the main decision-maker in your household for financial matters?
Q18 Has there been a change in your marital status in the last 10 years?
Q19 To what extent do you agree or disagree that there has been a change to your use of online banking because of your current marital status?
Q21 Do you have children?
Q22 Select the number of children you have against each of the following age groups:
Q23 How different is your frequency of using online banking to that of your children?
Q24 How different is your reason(s) for using online banking to that of your children?
Q30 Are you interested in learning about new apps or features added to existing apps for better services?
Q31 Have you recommended an app to someone lately?
Survey Part 2 (Multiple response Questions):
Choose all that apply
Q2 For what reasons do you visit a bank branch? Please choose all that apply Q9 What do you use online banking for? Please select all that apply.
Q11 What features of online banking do you find useful? Please choose all that apply.
Q12 What device(s) do you use for online banking? Please choose all that apply.
Q28 Which online banking apps do you use? Please select all that apply.
Q29 Which non-bank financial apps do you use? Please select all that apply.
Survey Part 3 (Likert-Scale Statements)
(Q15, 26, 27: To what extent do you agree or disagree with the following statements) 1. I am now spending more money with the use of online banking
2. I am now more aware of my fund flows (in and out) with the use of online banking features
3. I check available funds before deciding to spend my money
4. I feel I can easily purchase anything now because of online payment methods
5. My use of online banking is influenced by past consumption patterns and experiences 6. My use of online banking is influenced by current funds available
7. Knowing how much money I have, means that I spend less
8. The nature of my work enables me to access online banking easily (for e.g. more desk work, access to computers, use a work phone etc.)
9. An educated person is likely to be a quicker learner of online banking than an uneducated one
10. My age affects how I learn and use online banking
11. I am less willing to learn about online banking than people younger than me 12. I hesitate in learning about online banking apps
13. I do not use online banking because I do not have the latest smart devices to use it on 14. I am usually distressed when I face difficulty in learning how to use online banking 15. I enjoy spending time talking to bank staff at the branch office
16. I am more willing to learn about online banking than people older than me
17. Physical deficiencies faced by people over 65 years of age can serve as an impetus for them to learn how to use online banking
18. My relationship with the bank branch is more for getting advice and information than for getting money in and out
19. I like the personal customer services obtained at the branch
20. My use of online banking services are different to the rest of my household
21. I feel confident in searching for information about banking and its products through search engines
22. I am usually careful when using ATMs and banking Kiosks in public spaces (for e.g.
observe safety while entering PIN codes etc.)
23. When I make online transactions, I always ask for a physical address I can check 24. I am connected to bank staff through LinkedIn
25. I like to keep some cash for places (such as morning markets or other small traders) where EFTPOS is not available
26. I am generally careful in sharing personal information online 27. I am usually enthusiastic about using new technologies
28. I do not give my card details to someone over the phone unless I initiated the call and know the organization is trusted and reputable
29. I think branch banking is a good way for people to interact with bank staff and develop relationships
30. People aged 65 or older do not use online banking extensively because they don’t know how to use it
31. People aged 65 or older are more inclined to learn new ways of banking through online and mobile platforms
32. Spending has increased substantially in younger generations with the use of online banking channels
33. I keep traditional business cards of bank staff to be able to make contact when necessary
34. I have set up regular payments through my online banking account
35. Due to the small screen size on mobile devices, I make larger transactions using online banking through my PC or laptop
36. I am likely to switch from one bank to another in search of better online banking services
37. I feel my banking issues are resolved more rapidly using online complaint/feedback process than through branch staff
38. I am more willing to provide personal information on online banking than those older than me
39. I want to live independently and that is why online banking is more useful for me to do things on my own
40. I do not feel the need to speak to a bank representative to resolve my banking problems
41. I try to only use ATMs that are attached to physical bank branches
42. I feel safe doing banking on a public computer like at a library or in the university 43. I feel frustrated at the complexity of login procedures for online banking
44. I often feel overwhelmed by the glut of information available online 45. I prefer using online payment methods rather than cheque and cash 46. I prefer to use my cellular network instead of Wi-Fi for online banking
47. In my experience, online banking in New Zealand is better than online banking offered by other countries (E.g. swifter, more responsive, more variety in services, more convenient)
48. Having online banking strengthens my relationship with the bank
49. There are other banks providing better online banking services than mine 50. I think that providing additional security around online banking transactions is of
particular importance
51. It is a good idea to keep some cash on hand to get through an emergency (for e.g.
earthquake)
52. There have been changes in my use of online banking since I upgraded my phone/tablet 53. My use of online banking has increased since I bought a smartphone
54. I often feel frustrated at having to click past promos pitching bank products on apps 55. I rely on word-of-mouth from friends about new apps
56. I have set-up notifications to see when somebody logs in to my account from a new device
Demographic Info (Personal Characteristics)
Q 37. What is your age?1. Under 15 years 2. 15-19 years 3. 20-29 4. 30-39
5. 40 to 64 years 6. 65+ years
Q38 What is your gender?
1) Male 2) Female
3) Prefer not to answer
4) Prefer to self-describe ________________________________________________
Q39 What is the highest level of education you have completed?
1. High school completion or equivalent 2. Certificate/Diploma/Trade Qualification 3. Bachelor’s degree
4. Master’s degree 5. Doctorate
6. Others (please specify): ________________________________________________
Q40 Which of the following best describes your current employment status?
1. Student
2. Not currently in paid employment 3. Paid part-time employment 4. Paid full-time employment 5. Self-employed
6. Retired
Q41 What is your annual household income (in New Zealand dollars)?
1. $40,000 or less 2. $ 40,001 - $70,000 3. $ 70,001 - $100,000 4. $100,001 or more 5. Prefer not answer
Q17 What is your current marital status?
1. Never married
2. Now married or in civil union or living with a partner 3. Divorced / Separated
4. Widowed
Interview Questions
‘Post-Survey Interview’:
Objective: While focus groups aimed at identifying themes for the questionnaire and thus, was broad-ranged, this follow-up interview will drill into the details to find out what users and non-users think about the effects of their personal characteristics on the use of online banking. These
questions have been designed keeping the research questions in mind, and so their supplementary support should assist in achieving/addressing the research objectives/questions.
Before we begin the interview questions and answers, let me remind you of my definition of online banking that will be applicable throughout the interview:
Online banking: Also known as electronic banking, Internet-banking or virtual banking, online banking refers to an electronic payment system that allows bank customers to perform financial transactions through the bank’s website rather than in person.
Do you have any questions?
Warm-up Questions (3-5 minutes):
First, I have to identify if they declared themselves as an online banking user or non-user during the survey. Then, if they are users, ask:
a) Have you started using online banking in the recent past i.e. within the last 6 months or are you an old user?
b) Can you remember why did you start using it?
c) Can you remember how did you learn how to use online banking? (From a friend, self- taught, looked up on the Internet for answers, contacted the branch or…?)
d) How would you describe your current level of knowledge regarding online banking (beginner, intermediate or advanced) OR
e) What is the frequency and intensity of your use of online banking?
Questions for online banking users:
1. I found most bank customers favoured human contact through branch banking. Why do you think it plays a role even in a digital world like now?
2. What do you like and dislike about online banking?
3. How does your age influence your use of online banking?
4. I found men and women have different views on the risks involved in online banking.
Why do you think that is?
5. When and where, do you prefer to do your online banking? And, why?
6. Why would you consider switching to another online bank?
Explanation in case they don’t understand: Would it be a variety in their online banking offers, service readiness, better rates and services, or just because someone
recommends that particular bank to you?