APPENDIX

Research Questionnaire

The following questionnaire is intended to measure the customer acceptance of advanced retail banking technologies and electronic payment systems, as well as the main factors affecting the customer decision to use such system. The data collected by this questionnaire is exclusively for research purposes and will not be used or distributed elsewhere.

Age	☐ Less than 20	☐ 40 to 50
	☐ 20 to 30	☐ More than 50
	☐ 30 to 40
Gender	☐ Male	☐ Female
Current Profession_________________________________________________
Average ANNUAL Income:
	☐ Less than 10,000 EGP	☐ 50,000-100,000 EGP
	☐ 10,000 − 20,000 EGP	☐ 100,000-200,000 EGP
	☐ 20,000-50,000 EGP	☐ More than 200,000 EGP
Bank customer since: _________________ How many banks are you dealing with? ________
Please list the banks that you are dealing with: _____________________________________________________________________________
Which of the following services are provided by your bank(s):
	☐ ATMs	☐ Internet Banking
	☐ Credit Cards	☐ Others (Please specify)
	☐ Phone Banking

To what extent is your bank supporting you in using such technologies? (Please give a percentage) __________________________________________________________________

To what extent is your bank encouraging you to use such technologies? (Please give a percentage) __________________________________________________________________

In general, what is the main feature that would make you use a certain banking technology?

☐ Safety and Security     

☐ Usefulness     

☐ Ease of Use

In terms of their importance for the users of advanced banking technologies, how do you rank the above factors?

☐ a.b.c	☐ b.c.a	☐ a.c.t
☐ c.a.b	☐ b.a.c	☐ c.a.t

Other than the above, what other features do you think should be available in any new technology provided by a bank to its customers? Please rank them from the most to the least important from your point of view. (Hint: You can think about availability, reliability, cultural acceptance, cost of service, etc.)

ATMs (Automated Teller Machines)

ATMs are used by bank customers to perform a wide range of financial transactions, ranging from balance inquiry to cash withdrawal, deposit, transfer, and, recently, bill payment. Each customer should have a unique PIN to access his bank account through the ATM using hisxsol her card.

Are you aware of that technology?

☐ Yes     

☐ No

IF YES: How was it introduced to you?

☐ Through Bank Staff	☐ Just by Chance
☐ Through Media Advertisements	☐ Others

What are the main functions that you are using it for?

☐ Cash Withdrawal	☐ Transfer between Accounts
☐ Deposits	☐ Bill Payments
☐ Balance Inquiry	☐ None of the above

For the following questions, please give your rating from 1 to 7 as to how you agree/disagree with the argument.

1:Strongly Agree 2:Agree 3:Somewhat Agree 4:Neutral 5:Somewhat Disagree 6:Disagree 7:Strongly Disagree

1. I would prefer using the ATM over visiting the bank branch.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

2. Using the ATM in different financial transactions is safe and secure.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

3. I would find the ATM useful and convenient.

   ☐ 1     

   ☐ 2     

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   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

4. My interaction with the ATM would be easy and understandable.

   ☐ 1     

   ☐ 2     

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   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7     

Credit Cards

Credit cards are used by bank customers to perform their different payments in different retail stores, restaurants, etc. In addition, they are commonly used for Internet shopping. Credit cards can also be used for cash advance, but usually in that case, the customer would have to pay cash advance fees. The most common credit card brands are MasterCard and Visa.

Are you aware of that technology?

☐ Yes     

☐ No

IF YES: How was it introduced to you?

☐ Through Bank	☐ Staff Just by Chance
☐ Through Media Advertisements	☐ Others

What are the main functions that you are using it for?

☐ Shopping	☐ Gas Stations
☐ Restaurants/Hotels	☐ None of the above
☐ Internet	☐ Others

For the following questions, please give your rating from 1 to 7 as to how you agree/disagree with the argument.

1:Strongly Agree 2:Agree 3:Somewhat Agree 4:Neutral 5:Somewhat Disagree 6:Disagree 7:Strongly Disagree

1. I'm very likely to use my credit card rather than than pay in cash.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

2. I don't feel comfortable giving my credit card to a salesperson in a shop or in a restaurant.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

3. Using the credit card would enable me to accomplish my payment transactions more quickly.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

4. The process of paying my bills using the credit card is easy and clear.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

Call Centers/ Phone Banking

Bank call centers are used for different transactions, like checking the account balance and performing internal transfer between the accounts. It is also used by some banks to pay the credit card bill, if the customer has an account in that bank

Are you aware of that technology?

☐ Yes     

☐ No

IF YES: How was it introduced to you?

☐ Through Bank Staff	☐ Just by Chance
☐ Through Media Advertisements	☐ Others

What are the main functions that you are using it for?

☐ Balance Inquiry	☐ Credit Card Payment
☐ Transfers	☐ None of the above

For the following questions, please give your rating from 1 to 7 as to how you agreexsol disagree with the argument.

1: Strongly Agree 2: Agree 3: Somewhat Agree 4: Neutral 5: Somewhat Disagree 6: Disagree 7: Strongly Disagree

1. If my bank had a call center, I would have used it to do my transactions.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

2. I don't trust giving my account number over the phone.

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   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

3. Learning to use the call center would be easy for me.

   ☐ 1     

   ☐ 2     

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   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

Internet Banking

Internet Banking refers to using the Internet to perform different non-cash transactions, like viewing the account balance and conducting internal transfers.

Are you aware of that technology?

☐ Yes

☐ No

IF YES: How was it introduced to you?

☐ Through Bank Staff	☐ Just by Chance
☐ Through Media Advertisements	☐ Others

What are the main functions that you are using it for?

☐ Balance Inquiry	☐ Credit Card Payment
☐ Transfers	☐ None of the above

For the following questions, please give your rating from 1 to 7 as to how you agree/disagree with the argument.

1:Strongly Agree 2:Agree 3:Somewhat Agree 4:Neutral 5:Somewhat Disagree 6:Disagree 7:Strongly Disagree

1. I would have used Internet Banking if it was provided by my bank.

   ☐ 1     

   ☐ 2     

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   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

2. Accessing my financial information over the Internet is safe and secure.

   ☐ 1     

   ☐ 2     

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   ☐ 5     

   ☐ 6     

   ☐ 7

3. Using Internet Banking would save my time.

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   ☐ 6     

   ☐ 7

4. It would be easy for me to become skilled at using Internet banking.

   ☐ 1     

   ☐ 2     

   ☐ 3     

   ☐ 4     

   ☐ 5     

   ☐ 6     

   ☐ 7

In the following space, please feel free to add any comments that you may have:

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