Welcome All Malaysian Internet Users!

Survey on Internet Banking in Malaysia

Thank you for visiting the Internet banking survey site. The purpose of this survey is to examine your opinion about banking transactions via the Internet. 

Please be assured that your responses are for educational research purpose only and will be kept strictly confidential.

 

 

Section A  : About yourself

 

1.         Your gender     Male                        Female         

 

2.         Your age   

                                   

3.         Your highest education level     

           

4.         What is your current profession? 

   Student

   Executive

   Manager

   Self-employed

   Professional

 Others, please specify

 

5.         What is your average monthly income?

           

6.         Do you own a computer?

   Yes … Go to Question 8                  No

  

7.         Do you intend to own a computer within the next one year?

               Yes                                                 No

                             

8.         On average, how frequently do you use the Internet?    

 

 

9.         Where do you usually access Internet from?                 

 

 

10.       On the average working day, how much time do you spend on the Internet?  

     

 

11.       How long have you been using the Internet?                 

 

12.       Please indicate the extent to which you use Internet to perform the following tasks

 

 

Not at all

 

 

 

To a great extent 

a

 Communication                         (e.g. email, ICQ, IRC)

  1

  2

  3

  4

  5

b

Gathering Information

  1

  2

  3

  4

  5

c

Downloading                             (e.g. software, Mp3, movies)

  1

  2

  3

  4

  5

d

Shopping

  1

  2

  3

  4

  5

e

Searching for job

  1

  2

  3

  4

  5

f

Selling stuff (e.g. eBay)

  1

  2

  3

  4

  5

g

 Others (please specify):

  1

  2

  3

  4

  5

 h

  1

  2

  3

  4

  5

 

 

13.       Are you a banking customer?                Yes                                     No

 

 

14.       On average, how frequent do you visit your bank(s) branches?       

 

 

15.       Which bank(s) services are you currently using? (You may select more than one)

Domestic Banks:                               Overseas Banks

   Maybank                                         Citibank

   Hong Leong Bank                             HSBC Bank Malaysia

   Southern Bank                                  United Overseas Bank (Malaysia)

   Alliance Bank Malaysia                     OCBC Bank (Malaysia)

   Affin Bank                                       Standard Chartered Bank (Malaysia)

   AM Bank                                        AMN AMBRO Bank

   Bumiputra-Commerce Bank             Bangkok Bank

   Eon Bank                                         Bank of America (Malaysia)

   Public Bank                                      Bank of China

   RHB Bank                                      Bank of Tokyo-Mitsubishi (Malaysia)

   Deutsche Bank (Malaysia)

 

    J.P. Morgan Chase Bank

 

   The Bank of Nova Scotia


 

16.       Are you aware of the availability of Internet banking services in Malaysia?

   Yes                                                  No … Go to Section B

 

17.       How do you first get to know Internet banking services?

               Family, friends, relatives or colleagues

   Advertisement from mass media

   Banking personnel

   Banking direct mails

            Others, please specify

 

 

 

Section B  : Some of Your Opinions

 

1.      Do you think Internet banking transaction is complicated?

   Yes, it is very complex                        No, it is very simple

 

2.      How confident are you in using the Internet?

 Very confident       Confident         Not very confident       No confident at all   

 

3.      Do you think access to a computer is important as part of your day-to-day life?

  Extremely important       Important      Not very important      Not significant         

 

4.      Do you think Internet access is important to your day-to-day life?

  Extremely important       Important     Not very important      Not significant         

 

5.      Do you think that transacting via Internet Banking is convenient?
  Strongly agree          Agree       Not Sure       Disagree          Strongly disagree      

 

6.      Do you think that transacting via Internet Banking is time-saving?

  Strongly agree          Agree       Not Sure      Disagree          Strongly disagree           

 

7.      Do you think Internet banking provides customer greater control over their finances?

  Strongly agree          Agree        Not Sure     Disagree          Strongly disagree 

    

8.      In term of cost involved, which do you think costs less?

  Conventional banking               Internet banking

 

9.      What is your opinion on the costs of online banking transactions?

  Very costly          Costly          Reasonable          Cheap          Very cheap

 

10.    What is your opinion on the costs of computers in Malaysia?

  Very costly          Costly          Reasonable          Cheap          Very cheap

 

11.    What is your opinion on the cost of connection to the Internet?

  Very costly          Costly          Reasonable          Cheap          Very cheap

 

12.       How likely would you use Internet banking if the bank charges for this service...

 

 

Very Unlikely

 

 

 

Very Likely

a.

a flat fee per month for using Internet  banking.             

  1

  2

  3

  4

  5

b.

a flat fee per month plus a fee per transaction for using Internet banking.

  1

  2

  3

  4

  5

c.

a time-based usage fee for using Internet banking.        

  1

  2

  3

  4

  5

d.

no fee for using Internet banking

  1

  2

  3

  4

  5

 

   13.    Do you think that conducting banking transactions through the Internet are secured enough?

  Strongly agree          Agree          Not Sure            Disagree          Strongly disagree     

 

   14.    How confident are you over the security aspects of Internet banking services provided by Malaysian banks?

  Very confident       Confident         Not very confident     No confident at all   

 

   15.   Did your bank (or do you think your bank will) take appropriate actions to settle any erroneous transactions?

  Very sure        Most probably          Maybe                I don’t think so

 

16.    Did your bank (or do you think your bank will) compensate you for any fault in you account caused by security infringement?

       Very sure        Most probably         Maybe                 I don’t think so 

 

17.    Are you currently an Internet banking user?

         Yes ... Answer questions in Section C             No... Answer questions in Section D



 

 

Section C: For Current Internet Banking Users:

 

1.         How long have you been using Internet banking services?         

           

2.         Your decision to adopt Internet banking is influenced by: (You may select more than 1)

               Family

               Friends

               Colleagues

               Advertisement from mass media

               Banking personnel

               Banks’ direct mails (e.g. promotion leaflets)

            Others, please specify

 

3.         How often do you use Internet banking services?          

           

4.         Which type of Internet banking services are you familiar with? (You may select more than 1)

   Account information and balance enquiry

   Transaction history summary reports

   Funds transfer

   Electronic bill payments

   Loan enquiries and application

   Fixed deposit

   Cheque services (cheque status, check cancellation, chequebook application)

   Financial planning and analysis

   Share margin trading

Others (please specify):

 

5.         Do you experience any difficulty in using the Internet banking services?

   Always        Very often         Sometimes             Seldom               Never   

 

6.        Are you satisfied with the current Internet Banking services that you are using?

             Yes          No, What area that you think need to be improved?

 

7.         Do you find the navigation of the site to conduct banking transaction easy?

  Strongly agree          Agree          Disagree          Strongly disagree     

     

8.         Please indicate the extent to which of the following are the reasons encouraging your adoption of Internet banking

 

 

 

Not at all

 

 

 

To a great extent 

Factors Encouraging Adoption

a

Internet banking is an easy way to conduct banking transactions

  1

  2

  3

  4

 5

b

I have the sufficient Internet knowledge to perform Internet banking

  1

  2

  3

  4

 5

c

I need to use computer and Internet very often

  1

  2

  3

  4

 5

d

I have frequent access to computer and Internet connection

  1

  2

  3

 4

 5

e

Internet banking is compatible with my lifestyle

  1

  2

  3

 4

 5

f

I need access to financial information frequently

  1

  2

  3

 4

 5

g

Internet banking provides greater convenience than retail banking

  1

  2

  3

 4

 5

h

Internet banking gives me greater control over my finances

  1

  2

  3

 4

 5

i

Internet banking provides greater time saving

  1

  2

  3

 4

 5

j

Cost of online banking transaction is low

  1

  2

  3

 4

 5

k

Cost of Internet connection is low

  1

  2

  3

 4

 5

l

I am confident over the security aspects of Internet banking in Malaysia

  1

  2

  3

 4

 5

m

I trust banks’ ability in providing secured online transactions

  1

  2

  3

 4

 5

n

Family, friends and colleagues have influenced my adoption

  1

  2

  3

 4

 5

 o

Government's effort in encouraging nations to keep up with the technology advancement

  1

  2

  3

 4

 5

                                                                                                    (Go to 'Form Submission')

 

 

Section D: For Non-Internet Banking Users:

 

1.         Have you ever logged-on any of the Internet banking website?

 Yes                       No

 

2.         Are you intend to adopt Internet banking services in the near future (within 1 year)?

  Yes                    No      

 

3.         Will you be more willing to adopt Internet banking if you could try the services on a limited basis?

  Yes                      No

 

4.         Please indicate the extent to which of the following are the reasons hindering your adoption of Internet banking

 

 

 

Not at all

 

 

 

To a great extent 

Factors Hindering Adoption

a

Internet banking transaction is very complex

 1

 2

 3

 4

 5

b

Lack of relevant knowledge on Internet Banking services

 1

 2

 3

 4

 5

c

I am not confident on my ability to perform Internet banking

 1

 2

 3

 4

 5

d

I know less about using Internet than most users

 1

 2

 3

 4

 5

e

I seldom use the Internet

 1

 2

 3

 4

 5

f

I do not have a personal computer

 1

 2

 3

 4

 5

g

I do not have regular access to the Internet

 1

 2

 3

 4

 5

h

I do not need access to banking services very frequently

 1

 2

 3

 4

 5

i

Cost of online banking transaction is too high

 1

 2

 3

 4

 5

j

Cost of computer is too high

 1

 2

 3

 4

 5

k

Cost of Internet connection is too high

 1

 2

 3

 4

 5

l

The risk involved in Internet banking transactions is too high

 1

 2

 3

 4

 5

m

I do not trust electronic transactions

 1

 2

 3

 4

 5

n

I do not trust banks can provide secured online transaction

 1

 2

 3

 4

 5

o

My family, friends or colleagues opinion or experiences are holding me back

 1

 2

 3

 4

 5

p

Insufficient government effort in promoting use of technology

 1

 2

 3

 4

 5

 

-Thank You-

 

Form Submission:

    Your E-mail address please: 

    Thank you for our participation. Please send your responses by clicking "submit" button once.

 

 

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