Market+Questionnaire+-+Users.pdf

7/30/2019 Market+Questionnaire+-+Users.pdf

1/14

Mobile Banking Questionnaire USERS

1 of 14

Ins t ruc t ions to the In terv iewer : Interviewer to note down the details in the grid given below

Mobile banking definition for the survey: A financial transaction or information request (e.g., mini-statement) made using your mobile phone.

Respondent Details

Respondent Number Respondent Address

Location:

City/ Town:

Local Government Area:

State:

Interview Details

Date of the Interview: Name of the Interviewer:

Start Time of the Interview: Name of the Reviewer:

End Time of the Interview:

Ins t ruc t ions to the In terv iewer : Interviewer to introduce himself to the respondent. The questions should be read out exactly as given in the questionnaire. The interviewer should not modify the question as per his understanding, incase the respondent is not clear about the same. If the respondent is not clear about the question, the interviewer should repeat the question word by word

To mark the answers, interviewer to circle the code provided in the grid, given below every question.

Say: Hi, my name is __________________, we are conducting a study for the IFC on mobile banking, can I ask youa few questions?


2/14


2 of 14

Section A. Selecting interviewees

Q1. Do you own a cell phone? (Single Coding)

Circle Option Code Instructions to the Interviewer

1 Yes Go to Q2 2 No Terminate the Interview/Move ontonext interviewee

Q2 Do you use your cell phone for any financial/ banking transactions? (Single Coding Only)

Circle Option Code Instructions to the Interviewer 1 Yes Go to Q3a.2 No Go to NON-USER questionnaire

Q3. Do you operate a bank account? (Single Coding)

Circle Option Code Instructions to the Interviewer 1 Yes Go to Q4

2 No Confirm if the respondent is a mobilebanking user

Q4 Can you please tell me, what type of a bank account do you have? (Single Coding Only)

Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q4

Circle Option Code Option Cue Card 1 Savings account2 Current account3 Both

Ins t ruc t ions to the In terv iewer : Go to Section B


3/14


3 of 14

Section B. Usage of Mobile Banking and General Use of Money

Say: I would now like to know something about the general practices that you would follow while undertaking financial transactions.

Q5. Who provides your mobile banking service? (Multiple Coding possible)

Circle Option Code Options1 A bank2 A bank and a Mobile operator

together 3 A mobile operator 4 Another company5 Dont know / not sure

Q6. Is your mobile banking service an addition to existing bank account or separate service?

Circle Option Code Options1 An addition2 Separate

Q7a. What type of Mobile Money transaction do you currently make? (Multiple Coding possible)

Q7b. How often do you make _____ (mention the option marked in Q7a) transaction? (Single Coding for every Option in Q7a)

Option Code Option Cue Card A Daily-onceB Daily Several timesC Weekly-OnceD Weekly-several timesE Monthly-onceF Monthly-several timesG Occasionally (less than once a month)

Ins t ruc t ions to the In terv iewer : Mark the answers for Q7a and Q7b in the grid given below

Q7a. Q7b.

Type of Financial Transactions Frequency(Circle Option

Code) (Option Cue Card) (Record Option Codes)

1 Airtime recharge2 Fund transfer

3 Balance inquiry / Bank statement4 Bill payment5 International Remittance6 Savings7 Cash withdrawal8 Purchasing9 Commodity dealing / investment

10 Pension fund management11 Any other periodical payment (daily, weekly,

fortnightly, monthly, quarterly, biannual, yearly,seasonal)


4/14


4 of 14

Q8. Where do you typically (most often) withdraw money? (Single Coding Only)

Ins t ruc t ions to the In terv iewer : : Interviewer to show the Option Cue Card for Q8

Circle Option Code Option Cue Card1 At the bank teller 2 Automatic teller machine3 Point of Sale4 Agent for Mobile banking (e.g., pay outlet, retail shop)

Q9. When you withdraw money, how much do you typically withdraw? (Single Coding Only)(Here the Currency is denoted as N. The currency as well as the amount will change depending on the market under study, and the currency denominations being used in the market)

Ins t ruc t ions to the In terv iewer : : Interviewer to show the Option Cue Card for Q9

Circle Option Code Option Cue Card1 N 1,000 - N 5,0002 N 5,000 - N 10,0003 N 10,000 - N 20,000 d4 N 20, 000 - N 100,0005 More than N 100,000

Q10. At what time of day is it most convenient to withdraw money? (Single Coding Only)

Ins t ruc t ions to the In terv iewer : Show the Option Cue Card for Q10

Circle Option Code Option Cue Card1 Between 6am and 9am2 During working hours (8am to 5 pm)3 Between 6pm and 9pm4 Between 9pm and 6am next morning5 Cant say/ Anytime

Q11. How far is the bank branch where you do business? (Single Coding Only)

Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q9a.

Circle Option Code Option Cue Card1 Less than one km2 1 to 2 km3 2 to 5 km4 5 to 10 km5 More than 10 km


5/14


5 of 14

Q12. How do you typically (most often) transfer money? (Single Coding only)

Circle Option Code Option Cue Card1 At the bank teller 2 Automatic teller machine3 Western Union, Money Gram4 Mobile money5 Online/Internet

Q13a.Do you generally send, receive, or do both send and receive? (Multiple Coding Possible)

Alternative Question: What type of fund transfer do you generally undertake?

Circle Option Code Options1 Send2 Receive3 Send and Receive

Q13b. With whom do you generally undertake transfer of funds? (Multiple Coding Possible)

Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q13b Ask only for options marked in Q13a.

Send ReceiveOption Cue Card Circle Option Code Circle Option Code

Family 1 1Friends 2 2

Employer/Employee 3 3Government 4 4

Ins t ruc t ions to the In terv iewer : Go to Section C


6/14


6 of 14

Section C. Payment Behavior Say: I would now like to know something about how you generally undertake to make payments.

Q14. How do you typically (most often) pay your bills? (Single Coding Only)


Circle Option Code Option Cue Card1 Cash direct to company2 At the bank teller 3 Automatic teller machine4 Pay outlet by company5 Third party pay outlet6 Mobile banking7 By Cheque8 Credit card9 Prepaid card

10 Others

Q15a. What type of bills do you pay on your mobile phone? (Multiple Coding Possible)

Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q15a

Circle Option Code Option Cue Card1 Mobile phone bill2 Utility (electricity, water)3 School fees4 Goods for home5 Goods for work6 Other

Q15b. What is the average payment amount _____ (mention each option marked in Q15a one by one)?(Single Coding for each option Marked in Q15a)(Here the Currency is denoted as N. The currency as well as the amount will change depending on the market under study, and the currency denominations being used in the market) Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q15b

Q15a.(Circle the

Options selectedin Q15a.)

Q15b. Average Amount(Circle Code in Q15b.for each option selected in Q15a)

Option Cue Card N 1,000 -N 5,000

N 5,000 N 10,000

N 10,000 -N 20,000

N 20,000 -N 100,000

More thanN 100,000

X Mobile phone bill 1 2 3 4 5

X Utility (electricity,water) 1 2 3 4 5

X School fees 1 2 3 4 5X Goods for home 1 2 3 4 5X Goods for work 1 2 3 4 5X Other 1 2 3 4 5

Q15c. What is the typical frequency of payment for _____ (mention each option marked in Q15a one byone)? (Single Coding for each option Marked in Q15a)


7/14


7 of 14

Ins t ruc t ions to the In terv iewer : Interviewer to show the Option Cue Card for Q15c

Q15a.(Circle the Optionsselected in Q15a.)

Q15c. Frequency(Circle Code in Q15c.for each option selected in Q15a)

Option Cue Card Weekly Bi-weekly Monthly Quarterly Annually

X Mobile phone 1 2 3 4 5

X Utility (electricity,water) 1 2 3 4 5

X School fees 1 2 3 4 5X Goods for home 1 2 3 4 5X Goods for work 1 2 3 4 5X Other 1 2 3 4 5

Q16. For each of the following costs, what method of payment do you use? (Multiple Coding possible)

Option Code Option Cue Card1 Mobile2 Cash

3 Debit/ATM card4 Credit card5 NA

Ins t ruc t ions to the In terv iewer : Mark the answers in the grid given below

Options Record Option Codes(Multiple Codes if applicable)

Utilities (electricity, water)Cable TV

Vehicle licenseRetail shopping bills

RentCar payment

Mobile airtimeEntertainment (e.g.restaurant, cinema)

InternetSchool feesInsurance

Church donations

Ins t ruc t ions to the In terv iewer : Go to Section D


8/14


8 of 14

Section D. Marketing & Advertising

Say: I would now like to ask you something about Mobile Banking Services and your means of awareness about thesame.

Q17. Where did you hear about Mobile Money services? (Multiple Coding possible)


Circle Option Code Option Cue Card1 Mass media (television, radio, newspaper)2 An Agent3 Bank directly4 SMS from Mobile Operator 5 Friends or Family

Q18. How would you prefer financial service providers to communicate with you about mobile bankingservices? (Ask the respondent to select the top 3 choices, interviewer to enter ranking in the leftcolumn)


Record Ranking Option Cue CardPerson-to-person interaction 1

Telephone call 2TV adverts 3

Radio adverts 4Print adverts 6

Billboards / outdoor adverts 7Community members 8

Mail 9SMS 10

E-mail 11Others (please specify) 12

Ins t ruc t ions to the In terv iewer : Go to Section E


9/14


9 of 14

Section E. Financial Literacy Say: I would now like to ask you something about your knowledge of financial services.

Q19. On a scale of 1 to 5 (low to high), how would you rate your knowledge of all the banking servicesavailable through (Single Coding for each option) :

Rating ScaleYour bank branch 1 2 3 4 5Your Mobile bankingservice

1 2 3 4 5

Ins t ruc t ions to the In terv iewer : Go to Section F

Section F. User Interface Say: I would now like to ask you something about your use of different devices while availing financial services.

Q20. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how would you rate your ability touse the following devices? (Single Coding for each option)

(Mention one device ata time and record theresponse for the same)

Rating Scale

Very Low Low Average High Very High

1 Mobile Phone 1 2 3 4 52 ATM machine 1 2 3 4 53 Internet 1 2 3 4 54 POS 1 2 3 4 55 Debit card 1 2 3 4 56 Prepaid card 1 2 3 4 5


10/14


10 of 14

Q21. On a scale of 1 to 5, 1 being Not at all True and 5 being Very True, How would you rate thefollowing statements about your mobile banking menu on your phone? (Single Coding for each option)

(Read out one statement ata time and record theresponse for the same)

Rating Scale

Not atall True

NotTrue

Sometimes TrueSometimes Not

TrueTrue VeryTrue

1My mobile banking menuis very easy to navigate 1 2 3 4 5

2My mobile banking menuis very easy tounderstand

1 2 3 4 5

3 It is easy to make apayment 1 2 3 4 5

4 It is easy to maketransfer money 1 2 3 4 5

5 It is easy to make abalance inquiry 1 2 3 4 5

6 My mobile banking menuis very easy to navigate 1 2 3 4 5

Ins t ruc t ions to the In terv iewer : Go to Section G

Section G. Attitudes and Perceptions

Say: I would now like to know your opinion about the cost and security of the Mobile Banking Services.

Q22. On a scale of 1 to 5, 1 being Very Cheap and 5 being Very Expensive, do you find mobile bankingservice to be cheap or expensive? (Single Coding for each option)

Very Cheap Cheap Not Very Cheap andNot Very Expensive

Expensive Very Expensive

Cost 1 2 3 4 5

Q23a. Do you think Mobile banking services are cheaper than traditional banking services? (SingleCoding for each option)

Circle OptionCode

Option Cue Card Instructions to the Interviewer

1 Yes2 No Ask why not

Q23b. You said you dont think that the Mobile Banking Services are cheaper than the traditional BankingServices, can you please tell me why do you say so? (Record Verbatim)


11/14


11 of 14

Q24. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, please rate your view on mobilebanking service? (Single Coding for each option)

(Read out one statement at atime and record the response for the same)

Rating ScaleVeryLow Low Average High

VeryHigh

1 Overall Trust 1 2 3 4 5

2 Trust in banks 1 2 3 4 53 Trust in the technology of mobilebanking 1 2 3 4 5

4 Trust in third party agent (e.g.,pay outlet, cash-out point) 1 2 3 4 5

5 Security from fraud 1 2 3 4 56 Ease of use 1 2 3 4 5

Ins t ruc t ions to the In terv iewer : Go to Section H

Section H. Benefits of Mobile Banking (Utility)

Say: I would now like to know your views on the benefits of Mobile Banking Services.

Q23. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how would you rate the followingbenefits of Mobile Banking? (Single Coding for each option)

(Read out one benefit at a time and record theresponse for the same)

Rating ScaleVeryLow Low Average High

VeryHigh

1 Cost saving (Lower rates, transaction fees) 1 2 3 4 52 Time saving (no need to go to bank or ATM) 1 2 3 4 53 24 h Access (can make transaction any time) 1 2 3 4 5

4 Physical security (no need to go out withcash) 1 2 3 4 5

5 Others (please specify)_________ 1 2 3 4 5

Ins t ruc t ions to the In terv iewer : Go to Section I

Section I. Future Demand & Willingness to Spend

Say: I would like to know your views on the preferred financial transactions you would want to make through mobile phones and your preferences.

Q24. Earlier you said you use mobile banking service for____________(see Q7), why dont you useMobile banking for (Multiple Coding possible) :

Option Code Option Cue Card A Too costlyB Not easy to useC Not awareD No needE Do not trust


12/14


12 of 14

F Not availableG Other (Please specify)

Type of Transactions(Circle Option

Code) (Option Cue Card) (Record Option Codes)

1 Airtime recharge2 Fund transfer 3 Balance inquiry / Bank statement4 Bill payment5 International Remittance6 Savings7 Cash withdrawal8 Purchasing9 Commodity dealing / investment

10 Pension fund management11 Any other periodical payment (daily, weekly,

fortnightly, monthly, quarterly, biannual, yearly,seasonal)

Q25. Using a scale of 1 to 5 (where 1 is very low to 5 which is high), what kind of financial services doyou want to see being offered via your cell phone? (Single Coding for each option)

(Read out one service at a time and record the response for the same)

VeryLow

Low Average High VeryHigh

1 Savings 1 2 3 4 52 Cash withdrawal at mobile money agents3 More bill payments 1 2 3 4 54 Purchasing5 Salary deposit 1 2 3 4 56 Pension fund management 1 2 3 4 57 Commodity dealing / investment8 Loans 1 2 3 4 59 Others (Please specify) __________ 1 2 3 4 5

Q26. Please rate how important the following reasons are for you to consider using mobile banking(Single Coding for each option) : 1 is Very Important to 5 which is Not Important At All

(Read out one service at a time and record theresponse for the same)

VeryImportant

Important Not VeryImportant

NotImportant

NotImportant

At All

1 Lower transaction costs 1 2 3 4 52 Security from fraud 1 2 3 4 53 Physical security 1 2 3 4 54 Safe transaction with feedback on transfer

(e.g. sms)1 2 3 4 5

5 Wide acceptance of mobile money 1 2 3 4 56 More locations I can cash-out my money 1 2 3 4 57 Other (specify) 1 2 3 4 5


13/14


13 of 14

Section J. Demographic Information

QA1. Please tell me your present age? (Single Coding Only)

Ins t ruc t ions to the In terv iewer : Interviewer to circle the option depending on which range the respondent sage belongs to.

Circle Option Code Age1 16 25 years2 25 - 45 years3 45 60 years4 61 plus years

QA2. What is your Occupation? (Single Coding Only)

Circle Option Code Occupation

1 Government /Public Service2 Private Business Executive3 Private Business Professional4 Private Business Employee5 Family business/ self-employed6 Farmer 7 Not employed8 Student9 Others (please specify) _______

QA3. What is the highest education level you have completed? (Single Coding Only)

Circle Option Code Education1 Primary2 Secondary3 Technical college4 University Degree

Others (please specify) _______

QA4. What is your marital status? (Single Coding Only)

Circle Option Code Marital Status1 Married2 Divorced / Widowed Separated3 Single

QA5. What is your average monthly income? (Single Coding Only)

Circle Option Code Monthly Income1 N 10,000 or less2 N 10,000 to N 50, 0003 N 50,000 to N 150, 0004 N 150,000 to N 300,000


14/14


14 of 14

5 N 300,000 to N 500,0006 Greater than N 500, 000

Market+Questionnaire+-+Users.pdf

Documents

Transcript of Market+Questionnaire+-+Users.pdf