1.14 Appendix
1.14.2 Online Survey
You're Invited I am a doctoral student at Massey University and would like to invite you to participate in a short survey for my research titled “effects of personal characteristics on the use of online banking in New Zealand”. This study will investigate how customers make their decisions regarding the use or non-use of online banking, and how much of this decision-making is influenced by customers’ personal characteristics (including age, gender, income, education, life-cycle stages and occupation). I would appreciate you taking the time to complete the following survey. It should take about ten to fifteen minutes of your time. Your responses are voluntary and will be kept completely confidential.
Responses will not be identified by individual. All responses will be compiled together and analysed as a group. If you decide to participate, you have the right to: decline to answer any particular question: decline to take part in the post-survey follow-up interview; withdraw from the survey at any stage; cease to participate anytime during the survey or the optional follow-up interview; ask any questions about the study at any time during participation; provide information on the
understanding that your name will not be used unless you give permission to the researcher; and be given access to a summary of the project findings when it is concluded.
At the end of the survey you will have the opportunity to enter a draw to win a $50 gift card
If you have any questions or concerns about your rights as a research subject you may contact, you may contact my research supervisors Associate Professor David Tripe (email:
[email protected]; Phone: 64 6 951 7038) and/or Dr. Claire Matthews (email:
[email protected]; Phone: 64 6 951 7035). If you have any concerns about the conduct of this research that you wish to raise with someone other than the researcher and supervisors, please contact Dr Brian Finch, Director, Research Ethics (Massey University), phone: 64 6 356 9099 x 86015, email: [email protected]. Do you agree to the above terms? By clicking "Take the survey" button, you consent that you are willing to answer the questions in this survey. Alternatively, close this window if you do not wish to participate. Thank you.
Start of Block: Screener
In this section, I will ask you general questions about your choice between branch and online banking. Based on your response to these questions, you will be directed to relevant parts of the survey.
Q1 When was the last time you went to a bank branch?
o
Within the last month (1)o
More than a month ago but not more than 6 months ago (2)o
More than 6 months but not more than one year ago (3)o
More than one year ago (4)o
Do not remember (5)o
Never (6)Q2 For what reasons do you visit a bank branch? Please choose all that apply.
▢
Deposit a cheque (1)▢
Deposit cash (2)▢
Withdraw cash (3)▢
Open new account(s) (4)▢
Make bill payments (5)▢
Transfer money between my accounts (6)▢
Make large transactions (7)▢
Get a bank account balance (8)▢
Pay other people (e.g. family or friend) (9)▢
Order new debit/credit card(s) (10)▢
Manage my credit and debit cards (11)▢
Resolve debit/credit card decline issues (12)▢
Deal with foreign currency (14)▢
Make additional loan payments (16)▢
Make final repayment of loan (17)▢
Make tax payments (18)▢
Manage term deposits (19)▢
Obtain investment advice, information and management (20)▢
Obtain home loan advice, information or application (21)▢
Seek assistance/information regarding online banking (23)▢
Reporting scams (24)▢
Other (please specify): (26)________________________________________________
Q3 How important is human contact for banking relationships in your opinion?
o
Very important (1)o
Important (2)o
Neither important nor unimportant (3)o
Unimportant (4)o
Very unimportant (5)Q4 Would you like to provide a comment about human contact in banking relationships?
o
Yes (1) ________________________________________________o
No (2)Q5 How many days per week are you most likely to keep cash with you?
o
Once a week (1)o
Two days a week (2)o
Three days a week (3)o
Four days a week (4)o
Five days a week (5)o
Six days a week (6)o
Seven days a week (7)Q6 Do you use online banking? (This includes doing banking using a computer or a smartphone).
o
Yes (1)o
No (2)Q7 What are the factors that discourage you from using online banking? Please select all that apply.
▢
I am satisfied with branch banking (1)▢
It is not available through my bank (2)▢
Do not have a device to use it on (16)▢
I do not know how to use it (3)▢
Fear the loss of human touch (4)▢
Physical difficulties e.g. eyesight, fading memory etc. (5)▢
Fear of an unauthorized access to my information (6)▢
Hidden costs (8)▢
Fear of being scammed (for example by fake websites) (9)▢
It is difficult to use (10)▢
Fear of making mistakes with transactions (11)▢
Lack of information about online banking on bank’s website (15)▢
Too many pop-up adverts on website cause distraction/frustrations (17)▢
Too young to be allowed to use online banking (18)▢
Too many passwords/PINS to remember (14)▢
Don’t see any real value in using online banking (13)▢
Other (please specify) (19)________________________________________________
▢
There are no disadvantages at all; it’s just a personal choice (20)Q8 Would you like to comment on why you do not use online banking?
o
Yes (1) ________________________________________________o
No (2)Q9 What do you use online banking for? Please select all that apply.
▢
Open new account(s) (1)▢
Get a bank account balance (2)▢
Make bill payments (3)▢
Transfer money between my accounts (4)▢
Pay other people (e.g. family or friend) (5)▢
View or print electronic statements (6)▢
Set-up message alerts (7)▢
Order new debit/credit cards (8)▢
Manage my credit and debit cards (9)▢
Make additional loan payments (11)▢
Make tax payments (12)▢
Obtain investment advice, information and management (13)▢
Resolve debit/credit card decline issues (10)▢
Obtain home loan advice, information or application (14)▢
Manage term deposits (15)▢
Buy or sell foreign currency (16)▢
Report scams (17)▢
Provide feedback and complaints (18)▢
Other (please specify): (19)________________________________________________
Q10 Would you like to provide a comment on the factors that make online banking useful?
o
Yes (1) ________________________________________________o
No (2)Q11 What features of online banking do you find useful? Please choose all that apply.
▢
Convenience (1)▢
Accessibility (2)▢
24/7 availability (for e.g. can use if after hours and on bank holidays) (3)▢
Prompt service (4)▢
Reliable and consistent bank service (5)▢
Secure transactions (6)▢
Better service charges and rates (7)▢
Zero liability policy over contact-less payment methods (13)▢
Control over spending (8)▢
Customized services to make them how I like them (9)▢
Variety of services and features (for e.g. payment reminders etc.) (10)▢
Green banking (avoiding printing) (11)▢
Other (please specify): (12)________________________________________________
Start of Block: Online banking Usage Patterns
This section asks questions about how you use online banking.
Q12 What device(s) do you use for online banking? Please choose all that apply.
▢
Laptop computer (1)▢
Desktop computer (2)▢
Smartphone (3)▢
Tablet (4)Q13 How long have you been using online banking services?
o
Not more than 2 years (1)o
More than 2 years but less than 10 years (2)o
More than 10 years (3)o
Do not remember (4)Q14 When do you MOSTLY use online banking?
o
At work (1)o
During work breaks (2)o
At home (3)o
Other than at work or home (4)o
Other (please specify): (5)________________________________________________
Spending Patterns and Influences In this section, I am going to explore how online banking affects spending and consumption patterns.
Q15 To what extent do you agree or disagree with the following statements:
Strongly
agree (1) Agree (2) Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5)
I am now spending more money
with the use of online banking (1)
o o o o o
I am now more aware
of my fund flows (in and out) with the use of online
banking features (3)
o o o o o
I check available funds before
deciding to spend my money (4)
o o o o o
I feel I can easily purchase anything now because
of online payment methods (6)
o o o o o
Continued: Strongly
agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5) My use of
online banking is influenced by
past consumption patterns and experiences
(1)
o o o o o
My use of online banking is influenced by current funds available (2)
o o o o o
Knowing how much money I have, means that I spend
less (3)
o o o o o
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.)
(4)
o o o o o
An educated person is likely to be a
quicker learner of
online banking than
an uneducated
one (5)
o o o o o
Household use of Online Banking
This section of the survey will enable me understand how use of online banking is affected by personal characteristics.
Q16 Who is the main decision-maker in your household for financial matters?
o
Myself (1)o
Spouse/Partner (2)o
Jointly with Spouse (3)o
Adult Children (4)o
Parents (5)o
Grandparents (6)o
Other (Please specify): (7)________________________________________________
Q17 What is your current marital status?
o
Never married (1)o
Now married or in civil union or living with a partner (2)o
Divorced / Separated (4)o
Widowed (5)Q18 Has there been a change in your marital status in the last 10 years?
o
Yes (1)o
No (2)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?
o
Strongly Agree (1)o
Agree (2)o
Neither agree nor disagree (3)o
Disagree (4)o
Strongly Disagree (5)o
Not applicable (6)Q20 Would you like to comment on the changes to your use of online banking because of your current marital status?
o
Yes (1) ________________________________________________o
No (2)Q21 Do you have children?
o
Yes (2)o
No (1)Q22 Select the number of children you have against each of the following age groups:
Under 15 years (1) ▼ 0 (1) ... 8 (9)
15 to 29 years (2) ▼ 0 (1) ... 8 (9)
30+ years (3) ▼ 0 (1) ... 8 (9)
Q23 How different is your frequency of using online banking to that of your children?
o
Extremely (1)o
Very (2)o
Moderately (3)o
Slightly (4)o
Not at all (5)o
Do not know (6)Q24 How different is your reason(s) for using online banking to that of your children?
o
Extremely (1)o
Very (2)o
Moderately (3)o
Slightly (4)o
Not at all (5)o
Do not know (6)Q25 Would you like to provide a comment on how your use of online banking differs from that of your children?
o
Yes (1) ________________________________________________o
No (2)Q26 To what extent do you agree or disagree with the following statements
Strongly
Agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5) My age
affects how I learn and use online banking (1)
o o o o o
I am less willing to learn about
online banking than
people younger than me (2)
o o o o o
I hesitate in learning about online banking apps
(4)
o o o o o
I do not use online banking because I do not have the latest smart
devices to use it on (5)
o o o o o
I am usually distressed when I face
difficulty in learning how to use online banking (6)
o o o o o
I enjoy spending time talking to bank staff
at the branch office
(7)
o o o o o
I am more willing to learn about
online banking than people older than me (3)
o o o o o
I have age- related physical deficiency that causes difficulty in learning how to use online banking (8)
o o o o o
Q27 To what extent do you agree or disagree with the following statements:
Strongly
Agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5)
My relationship
with the bank branch
is more for getting advice and information
than for getting money in and
out (1)
o o o o o
I like the personal customer services obtained at
the branch (2)
o o o o o
My use of online banking services are
different to the rest of
my household
(5)
o o o o o
I feel confident in searching for
information about banking and its products
through search engines (40)
o o o o o
I am usually careful when
using ATMs and banking
Kiosks in public spaces
(for e.g.
observe safety while entering PIN codes etc.)
(41)
o o o o o
Continued.. Strongly
agree (1) Agree (2)
Neither agree nor disagree (4)
Disagree (6) Strongly disagree (7) When I make
online transactions,
I always ask for a physical address I can check (3)
o o o o o
I am connected to
bank staff through LinkedIn (9)
o o o o o
I like to keep some cash
for places (such as morning markets or other small traders)
where EFTPOS is not available
(2)
o o o o o
I am generally careful in sharing personal information
online (4)
o o o o o
I am usually enthusiastic about using
new technologies
(5)
o o o o o
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 (7)
o o o o o
I think branch banking is a good way for
people to interact with
bank staff and develop relationships
(6)
o o o o o
Continued..
Strongly
agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5) People aged
65 or older do not use
online banking extensively because they
don’t know how to use it
(2)
o o o o o
People aged 65 or older
are more inclined to
learn new ways of banking through online and
mobile platforms (3)
o o o o o
Spending has increased substantially
in younger generations with the use of online
banking channels (4)
o o o o o
I keep traditional
business cards of bank
staff to be able to make
contact when necessary (7)
o o o o o
I have set up regular payments through my
online banking account (5)
o o o o o
Due to the small screen
size on mobile devices, I make larger transactions using online
banking through my PC or laptop
(6)
o o o o o
Continued..
Strongly
agree (1) Agree (2)
Neither agree nor disagree (4)
Disagree (6)
Strongly disagree (7) I am likely to switch
from one bank to another in search of better online banking services (1)
o o o o o
I feel my banking issues are resolved more rapidly using
online
complaint/feedback process than through branch
staff (2)
o o o o o
I am more willing to provide personal
information on online banking than
those older than me (3)
o o o o o
I want to live independently and
that is why online banking is more useful for me to do
things on my own (4)
o o o o o
I do not feel the need to speak to a
bank representative to resolve my banking
problems (5)
o o o o o
I try to only use ATMs that are
attached to physical bank
branches (6)
o o o o o
Continued..
Strongly
agree (1) Agree (2)
Neither agree nor disagree (4)
Disagree (6) Strongly disagree (7) I feel safe
doing banking on a
public computer like at a library or
in the university (1)
o o o o o
I feel frustrated at
the complexity of
login procedures
for online banking (7)
o o o o o
I often feel overwhelmed
by the glut of information
available online (3)
o o o o o
I prefer using online payment methods rather than cheques and
cash (5)
o o o o o
I prefer to use my cellular network instead of
Wi-Fi for online banking (6)
o o o o o
Continued.. Strongly
agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5) 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)
(2)
o o o o o
Having online banking strengthens
my relationship
with the bank (7)
o o o o o
There are other banks
providing better online
banking services than
mine (3)
o o o o o
I think that providing additional security
around online banking transactions
is of particular importance
(4)
o o o o o
It is a good idea to keep
some cash on hand to get through
an emergency
(for e.g.
earthquake) (6)
o o o o o
Continued.. Strongly
agree (1) Agree (2)
Neither agree nor disagree (3)
Disagree (4) Strongly disagree (5) There have
been changes in
my use of online banking since
I upgraded my phone/tablet
(5)
o o o o o
My use of online banking has
increased since I bought a smartphone
(8)
o o o o o
I often feel frustrated at
having to click past promos pitching bank
products on apps (3)
o o o o o
I rely on word-of- mouth from friends about
new apps (7)
o o o o o
I have set-up notifications to see when somebody logs in to my account from a new device
(9)
o o o o o
This section asks your use of apps (application software) for online banking.
Q28 Which online banking apps do you use? Please select all that apply.
▢
ANZ Direct Mobile’s Apple Pay (1)▢
ANZ GoMoney (2)▢
ANZ FastPay app (3)▢
ASB app (4)▢
BNZ app (5)▢
HSBC Mobile Banking app (6)▢
HSBC app (7)▢
Kiwibank app (8)▢
The Co-operative Bank app (9)▢
TSB's mobile Internet Banking app (10)▢
Westpac Cash Critter (11)▢
Westpac Cash Tank (12)▢
Westpac CashNav (13)▢
Westpac One (14)▢
Other (Please specify): (15)________________________________________________
▢
Do not use apps (16)Q29 Which non-bank financial apps do you use? Please select all that apply.
▢
Cash Passport (1)▢
Doxo (2)▢
Mint (5)▢
New Zealand Stocks app (6)▢
PayPal (7)▢
PocketSmith (8)▢
SnapTax (10)▢
Other (Please specify): (13)________________________________________________
▢
Do not use apps (14)Q30 Are you interested in learning about new apps or features added to existing apps for better services?
o
Definitely (1)o
Very Probably (2)o
Probably (3)o
Possibly (4)o
Probably Not (5)o
Definitely Not (6)o
Do not use apps (7)Q31 Have you recommended an app to someone lately?
o
Yes (please provide app name): (1)________________________________________________
o
No (2)o
Do not remember (3)o
Do not use apps (4)Start of Block: Online banking NON-USERS
This section is to learn about the reasons for a preference of branch banking over online banking.
Q32 What advantages of branch banking appeal to you? Select all that apply.
▢
Convenience (1)▢
Accessibility (2)▢
Prompt service (3)▢
Reliable and consistent bank service (4)▢
Secure transactions (even if I lose my phone or laptop somewhere, my banking details are secured) (5)▢
Better service charges and rates (6)▢
Prompt availability of information (e.g. on banking products and services) (7)▢
Control over spending (8)▢
Social interaction opportunities (9)▢
Other (please specify): (12)________________________________________________
Q33 To what extent do you think it might be difficult for you to switch from branch banking to online banking?
o
I will never switch (1)o
Very easy (2)o
Easy (3)o
Neither easy nor difficult (4)o
Difficult (5)o
Very difficult (6)o
Not sure (7)Q34 Would you like to comment on the extent to which switching from branch banking to online banking might be difficult for you?
o
Yes (1) ________________________________________________o
No (2)Q35 Would you be willing to learn online banking use in future?
o
Learning it already (1)o
Definitely (2)o
Very Probably (3)o
Probably (4)o
Possibly (5)o
Probably Not (6)o
Definitely Not (7)Q36 Would you like to comment on your willingness to learn online banking use in future?
o
Yes (1) ________________________________________________o
No (2)Start of Block: DEMOGRAPHICS
Q37
DEMOGRAPHIC INFORMATION What is your age?
o
Under 15 years (1)o
15-19 years (2)o
20-29 (3)o
30-39 (4)o
40 to 64 years (5)o
65+ years (6)Q38 What is your gender?
o
Male (1)o
Female (2)o
Prefer not to answer (3)o
Prefer to self-describe (4)________________________________________________
Q39 What is the highest level of education you have completed?
o
High school completion or equivalent (1)o
Certificate/Diploma/Trade Qualification (2)o
Bachelor’s degree (3)o
Master’s degree (4)o
Doctorate (5)o
Other (please specify): (6)________________________________________________
Q40 Which of the following best describes your current employment status?
o
Student (1)o
Not currently in paid employment (6)o
Paid part-time employment (2)o
Paid full-time employment (3)o
Self-employed (4)o
Retired (5)Q41 What is your annual household income (in New Zealand dollars)?
o
$40,000 or less (1)o
$ 40,001 - $70,000 (2)o
$ 70,001 - $100,000 (3)o
$100,001 or more (4)o
Prefer not to answer (5)End of Block: DEMOGRAPHICS
Start of Block: Consent for Follow-Up Interview
Consent for Follow-Up Interview:
This interview will be a detailed one-on-one discussion about your experiences in using online banking, and other related topics.
The interview will help the researcher in her survey, by providing detailed responses for better data analysis.
The main objectives behind this interview is to gather in-depth insights into individual experiences and get detailed opinions about your and your households’ use of online banking.
It will be a short 15- 20 minutes interview, and can be taken over the phone/skype or in person.
The answers to this interview will strictly be kept confidential, and you will be asked to read an information sheet including details specific to the interview process after you provide consent to participate.
The interview will be audio-taped/recorded based on the interview medium you select. You will not be committed to taking this interview even after providing consent here. This means you may withdraw from this anytime you like.
Do you consent for a follow-up interview?
o
Yes, I want to participate in a follow-up interview (1)o
No, thanks (2)Thanks for agreeing to participate in the follow-up interview.
Please answer the following for me to contact you and arrange the interview:
I would like to be contacted via:
▢
1) Phone (Please provide phone number): (1)________________________________________________
▢
2) Email (Please provide email address): (2)________________________________________________
I would like to be contacted on:
▢
Weekdays (1)▢
Weekends (2)I would like to be contacted at this time:
▢
Morning (1)▢
Afternoon (2)▢
Evening (3)Thank you for participating!
Draw Terms and Conditions:
You agree and understand that you may win a gift card but there is no guarantee that you will win a gift card. The qualifying period for the draw will end on 15th May 2018.
This draw is open to all participants who completed the survey and provided their
email address hereunder. The winning participant will be drawn at random under the supervision of at least one of the supervisors for this research project. Three winners will be selected from the Draw, and each of them will receive a gift card valued at NZD $50. The draw will be undertaken between 16th and 20th May 2018. The winner will be
notified by email. Winners will be given a chance to choose one from a range of gift cards in the email notifying them of the Draw result. Each winner will be required to respond within 5 days of notification with their selected gift card and physical address. If no response is received within 5 days of notification, the gift card will be deemed
unclaimed. In case the gift card(s) is left unclaimed, another draw will be conducted to select more winners. The draw is not open to the researcher and her two supervisors.
The prize is non-exchangeable and not redeemable for cash or other prizes. The decision of the researcher and her supervisors on any aspect of the competition including the allocation of the prize will be final and binding, and no correspondence will be entered into.
By agreeing to participate in the Draw, you agree that you have read and understood the terms and conditions. Please provide your email address to enter the Draw:
o
Email address (1) ________________________________________________
If you would like to be informed of the research findings once this study is completed, please provide your email address: