Mobile Banking Questionnaire USERS

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1 Instructions to the Interviewer: 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., ministatement) made using your mobile phone. Respondent Details Respondent Number Interview Details Date of the Interview: Start Time of the Interview: End Time of the Interview: Respondent Address Location: City/ Town: Local Government Area: State: Name of the Interviewer: Name of the Reviewer: Instructions to the Interviewer: 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, in case 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 you a few questions? 1 of 14

2 Section A. Selecting interviewees Q1. Do you own a cell phone? (Single Coding) Mobile Banking Questionnaire USERS Instructions to the Interviewer 1 Yes Go to Q2 2 No Terminate the Interview/Move onto next interviewee Q2 Do you use your cell phone for any financial/ banking transactions? (Single Coding Only) 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) Instructions to the Interviewer 1 Yes Go to Q4 2 No Confirm if the respondent is a mobile banking user Q4 Can you please tell me, what type of a bank account do you have? (Single Coding Only) Instructions to the Interviewer: Interviewer to show the for Q4 1 Savings account 2 Current account 3 Both Instructions to the Interviewer: Go to Section B 2 of 14

3 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) Options 1 A bank 2 A bank and a Mobile operator together 3 A mobile operator 4 Another company 5 Don t know / not sure Q6. Is your mobile banking service an addition to existing bank account or separate service? Options 1 An addition 2 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 A B C D E F G Daily-once Daily Several times Weekly-Once Weekly-several times Monthly-once Monthly-several times Occasionally (less than once a month) Instructions to the Interviewer: Mark the answers for Q7a and Q7b in the grid given below Q7a. Type of Financial Transactions (Circle Option () Code) 1 Airtime recharge 2 Fund transfer 3 Balance inquiry / Bank statement 4 Bill payment 5 International Remittance 6 Savings 7 Cash withdrawal 8 Purchasing 9 Commodity dealing / investment 10 Pension fund management 11 Any other periodical payment (daily, weekly, fortnightly, monthly, quarterly, biannual, yearly, seasonal) 3 of 14 Q7b. Frequency (Record Option Codes)

4 Q8. Where do you typically (most often) withdraw money? (Single Coding Only) Instructions to the Interviewer: : Interviewer to show the for Q8 1 At the bank teller 2 Automatic teller machine 3 Point of Sale 4 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) Instructions to the Interviewer: : Interviewer to show the for Q9 1 N 1,000 - N 5,000 2 N 5,000 - N 10,000 3 N 10,000 - N 20,000 d 4 N 20, N 100,000 5 More than N 100,000 Q10. At what time of day is it most convenient to withdraw money? (Single Coding Only) Instructions to the Interviewer: Show the for Q10 1 Between 6am and 9am 2 During working hours (8am to 5 pm) 3 Between 6pm and 9pm 4 Between 9pm and 6am next morning 5 Can t say/anytime Q11. How far is the bank branch where you do business? (Single Coding Only) Instructions to the Interviewer: Interviewer to show the for Q9a. 1 Less than one km 2 1 to 2 km 3 2 to 5 km 4 5 to 10 km 5 More than 10 km 4 of 14

5 Q12. How do you typically (most often) transfer money? (Single Coding only) 1 At the bank teller 2 Automatic teller machine 3 Western Union, Money Gram 4 Mobile money 5 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? Options 1 Send 2 Receive 3 Send and Receive Q13b. With whom do you generally undertake transfer of funds? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q13b Ask only for options marked in Q13a. Send Receive Family 1 1 Friends 2 2 Employer/Employee 3 3 Government 4 4 Instructions to the Interviewer: Go to Section C 5 of 14

6 Section C. Payment Behavior Mobile Banking Questionnaire USERS 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) Instructions to the Interviewer: Interviewer to show the for Q14 1 Cash direct to company 2 At the bank teller 3 Automatic teller machine 4 Pay outlet by company 5 Third party pay outlet 6 Mobile banking 7 By Cheque 8 Credit card 9 Prepaid card 10 Others Q15a. What type of bills do you pay on your mobile phone? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q15a 1 Mobile phone bill 2 Utility (electricity, water) 3 School fees 4 Goods for home 5 Goods for work 6 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) Instructions to the Interviewer: Interviewer to show the for Q15b Q15a. (Circle the Options selected in Q15a.) Q15b. Average Amount (Circle Code in Q15b.for each option selected in Q15a) N 1,000 - N 5,000 N 10,000 - N 20,000 - N 5,000 N 10,000 N 20,000 N 100,000 X Mobile phone bill More than N 100,000 Utility (electricity, X water) X School fees X Goods for home X Goods for work X Other Q15c. What is the typical frequency of payment for (mention each option marked in Q15a one by one)? (Single Coding for each option Marked in Q15a) 6 of 14

7 Instructions to the Interviewer: Interviewer to show the for Q15c Q15a. Q15c. Frequency (Circle the Options (Circle Code in Q15c.for each option selected in Q15a) selected in Q15a.) Weekly Bi-weekly Monthly Quarterly Annually X Mobile phone Utility (electricity, X water) X School fees X Goods for home X Goods for work X Other Q16. For each of the following costs, what method of payment do you use? (Multiple Coding possible) Option Code 1 Mobile 2 Cash 3 Debit/ATM card 4 Credit card 5 NA Instructions to the Interviewer: Mark the answers in the grid given below Options Utilities (electricity, water) Cable TV Vehicle license Retail shopping bills Rent Car payment Mobile airtime Entertainment (e.g. restaurant, cinema) Internet School fees Insurance Church donations Record Option Codes (Multiple Codes if applicable) Instructions to the Interviewer: Go to Section D 7 of 14

8 Section D. Marketing & Advertising Mobile Banking Questionnaire USERS Say: I would now like to ask you something about Mobile Banking Services and your means of awareness about the same. Q17. Where did you hear about Mobile Money services? (Multiple Coding possible) Instructions to the Interviewer: Interviewer to show the for Q17 1 Mass media (television, radio, newspaper) 2 An Agent 3 Bank directly 4 SMS from Mobile Operator 5 Friends or Family Q18. How would you prefer financial service providers to communicate with you about mobile banking services? (Ask the respondent to select the top 3 choices, interviewer to enter ranking in the left column) Instructions to the Interviewer: Interviewer to show the for Q18 Record Ranking Person-to-person interaction 1 Telephone call 2 TV adverts 3 Radio adverts 4 Print adverts 6 Billboards / outdoor adverts 7 Community members 8 Mail 9 SMS Others (please specify) 12 Instructions to the Interviewer: Go to Section E 8 of 14

9 Section E. Financial Literacy Mobile Banking Questionnaire USERS 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 services available through (Single Coding for each option): Rating Scale Your bank branch Your Mobile banking service Instructions to the Interviewer: 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 to use the following devices? (Single Coding for each option) (Mention one device at Rating Scale a time and record the response for the same) Very Low Low Average High Very High 1 Mobile Phone 2 ATM machine 3 Internet 4 POS 5 Debit card 6 Prepaid card 9 of 14

10 Q21. On a scale of 1 to 5, 1 being Not at all True and 5 being Very True, How would you rate the following statements about your mobile banking menu on your phone? (Single Coding for each option) (Read out one statement at a time and record the response for the same) My mobile banking menu is very easy to navigate My mobile banking menu is very easy to understand It is easy to make a payment It is easy to make transfer money It is easy to make a balance inquiry My mobile banking menu is very easy to navigate Not at all True Not True Rating Scale Sometimes True Sometimes Not True True Very True Instructions to the Interviewer: 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 banking service to be cheap or expensive? (Single Coding for each option) Very Cheap Cheap Not Very Cheap and Expensive Very Expensive Not Very Expensive Cost Q23a. Do you think Mobile banking services are cheaper than traditional banking services? (Single Coding for each option) Circle Option Instructions to the Interviewer Code 1 Yes 2 No Ask why not Q23b. You said you don t think that the Mobile Banking Services are cheaper than the traditional Banking Services, can you please tell me why do you say so? (Record Verbatim) 10 of 14

11 Q24. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, please rate your view on mobile banking service? (Single Coding for each option) (Read out one statement at a Rating Scale time and record the response for Very Very the same) Low Average High Low High 1 Overall Trust 2 Trust in banks 3 Trust in the technology of mobile banking Trust in third party agent (e.g., 4 pay outlet, cash-out point) 5 Security from fraud 6 Ease of use Instructions to the Interviewer: 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 following benefits of Mobile Banking? (Single Coding for each option) (Read out one benefit at a time and record the response for the same) Rating Scale Very Low Low Average High 1 Cost saving (Lower rates, transaction fees) 2 Time saving (no need to go to bank or ATM) 3 24 h Access (can make transaction any time) 4 Physical security (no need to go out with cash) 5 Others (please specify) Very High Instructions to the Interviewer: 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 don t you use Mobile banking for (Multiple Coding possible): Option Code A B C D E Too costly Not easy to use Not aware No need Do not trust 11 of 14

12 F G Mobile Banking Questionnaire USERS Not available Other (Please specify) Type of Transactions (Circle Option () Code) 1 Airtime recharge 2 Fund transfer 3 Balance inquiry / Bank statement 4 Bill payment 5 International Remittance 6 Savings 7 Cash withdrawal 8 Purchasing 9 Commodity dealing / investment 10 Pension fund management 11 Any other periodical payment (daily, weekly, fortnightly, monthly, quarterly, biannual, yearly, seasonal) (Record Option Codes) Q25. Using a scale of 1 to 5 (where 1 is very low to 5 which is high), what kind of financial services do you 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) Very Low Low Average High Very High 1 Savings 2 Cash withdrawal at mobile money agents 3 More bill payments 4 Purchasing 5 Salary deposit 6 Pension fund management 7 Commodity dealing / investment 8 Loans 9 Others (Please specify) 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 the response for the same) Very Important Important Not Very Important Not Important Not Important At All 1 Lower transaction costs 2 Security from fraud 3 Physical security 4 Safe transaction with feedback on transfer (e.g. sms) 5 Wide acceptance of mobile money 6 More locations I can cash-out my money 7 Other (specify) 12 of 14

13 Section J. Demographic Information QA1. Please tell me your present age? (Single Coding Only) Instructions to the Interviewer: Interviewer to circle the option depending on which range the respondent s age belongs to. Age years years years 4 61 plus years QA2. What is your Occupation? (Single Coding Only) Occupation 1 Government /Public Service 2 Private Business Executive 3 Private Business Professional 4 Private Business Employee 5 Family business/ self-employed 6 Farmer 7 Not employed 8 Student 9 Others (please specify) QA3. What is the highest education level you have completed? (Single Coding Only) Education 1 Primary 2 Secondary 3 Technical college 4 University Degree Others (please specify) QA4. What is your marital status? (Single Coding Only) Marital Status 1 Married 2 Divorced / Widowed Separated 3 Single QA5. What is your average monthly income? (Single Coding Only) Monthly Income 1 N 10,000 or less 2 N 10,000 to N 50, N 50,000 to N 150, N 150,000 to N 300, of 14

14 5 N 300,000 to N 500,000 6 Greater than N 500, 000 Mobile Banking Questionnaire USERS 14 of 14

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