Instructions to the Interviewer: Interviewer to note down the details in the grid given below 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: Mobile banking definition for the survey: A financial transaction or information request (e.g., ministatement) made using your mobile phone. 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. If the respondent is still not clear about the question, ask him to give response as per his understanding of the question. 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 13
Section A. Selecting Interviewees/Respondents Q1a.Do you own a cell phone? (Single Coding) Instructions to the Interviewer 1 Yes Go to Q1b. 2 No Mobile Banking Questionnaire Terminate the Interview/Move onto next interviewee Q1b. Please tell me the make and model of your cell phone? (Record Verbatim) Q2 Do you use your cell phone for any financial/ banking transactions? (Single Coding Only) Instructions to the Interviewer 1 Yes Go to USER questionnaire 2 No Go to Q3a. Q3a. Do you have a bank account? (Single Coding) Instructions to the Interviewer 1 Yes Go to Q4 2 No Go to Q3b. Ask Q3b to those who say 2 No in Q3a. Q3b. You said you do not have a bank account. Can you please tell the reason you do not have a bank account? (Record Verbatim) Instructions to the Interviewer: Ask Q4 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 13
Section B. General Use of Money Mobile Banking Questionnaire Say: I would now like to know something about the general practices that you would follow while undertaking financial transactions. Q5a. What type of financial transaction do you make? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q5a Q5b. How often do you make (mention the option marked in Q5a) transaction? (Single Coding for every Option in Q5a) Instructions to the Interviewer: Ask One by One for each option marked in Q5a Interviewer to show the for Q5b, and record the option codes for the answers in the grid. 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 Q5a. and Q5b. in the grid given below Q5a. 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 Salaries 12 Public transportation 13 Any other periodical payment (daily, weekly, fortnightly, monthly, quarterly, biannual, yearly, seasonal) Q5b. Frequency (Record Option Codes) 3 of 13
Q6 Which account do you typically (most often) withdraw money from? (Single Coding Only) Instructions to the Interviewer: : Interviewer to show the for Q6 Check with the option marked in Q4, for the type of account the respondent holds. 1 Savings account 2 Current account 3 Both 4 Others (please specify) Q7. 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 Q7 1 N 1,000 - N 5,000 2 N 5,000 - N 10,000 3 N 10,000 - N 20,000 4 N 20, 000 - N 100,000 5 More than N 100,000 Q8. At what time of day is it most convenient to withdraw money? (Single Coding Only) Instructions to the Interviewer: Show the for Q8 1 2 3 4 Between (6am and 9am) During working hours (8am to 5 pm) Between (6pm and 9pm) Between (9pm and 6am next morning) 5 Can t say/anytime Q9a. 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 13
Q9b. Please tell me, what mode of transport do you use to visit the bank branch? (Record Verbatim) Q10a. What type of money transfer (sending/receiving) do you undertake? (Multiple Coding Possible) Q10b. How do you typically (most often) transfer or receive money? (Single Coding for each option marked in Q10a) Instructions to the Interviewer: Interviewer to show the for Q10b Q10a. (Circle the Options for Q10a.) Domestic International 1 2 Q10b. (Circle Code in Q10b.for each option selected in Q10a) At the bank teller 1 1 ATM 2 2 Western Union, Money Gram 3 3 Online/ Internet 4 4 Other (specify) 5 5 Q11a.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 Q11b. With whom do you generally undertake transfer of funds? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q11b Ask only for options marked in Q11a. 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 13
Section C. Payment behavior Mobile Banking Questionnaire Say: I would now like to know something about how you generally undertake to make payments. Q12. How do you typically (most often) pay your bills? (Single Coding Only) Instructions to the Interviewer: Interviewer to show the for Q12 1 Cash direct to company 2 At the bank teller 3 ATM 4 Pay outlet by company 5 Third party pay outlet 6 By Cheque 7 Credit card 8 Prepaid card 9 Others Q13a. What type of bills do you pay? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q13a 1 Mobile phone 2 Utility (electricity, water) 3 School fees 4 Goods for home 5 Goods for work 6 Other Q13b. What is the average payment amount (mention each option marked in Q13a one by one)? (Single Coding for each option Marked in Q13a) (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 Q13b Q13a. (Circle the Options selected in Q13a.) Q13b. Average Amount (Circle Code in Q13b.for each option selected in Q13a) 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 More than N 100,000 X Utility (electricity, water) X School fees X Goods for home X Goods for work X Other 6 of 13
Q13c. What is the typical frequency of payment for (mention each option marked in Q13a one by one)? (Single Coding for each option Marked in Q13a) Instructions to the Interviewer: Interviewer to show the for Q13c Q13a. Q13c. Frequency (Circle the Options (Circle Code in Q13c.for each option selected in Q13a) selected in Q13a.) 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 Section D. Awareness, Marketing & Advertising Say: I would now like to ask you something about Mobile Banking Services. Q14. Have you heard about Mobile banking services? (Single Coding Only) Circle Option Code Instructions to the Interviewer Instructions to the Interviewer 1 Yes Go to Q16 Say: Mobile banking definition for the survey: A financial transaction or 2 No information request (e.g., mini-statement) Go to Q17 made using your mobile phone. Q15. You said you have heard about Mobile Banking Services, can you please tell me where did you hear about these services? (Multiple Coding Possible) Instructions to the Interviewer: Interviewer to show the for Q16 1 Mass media (television, radio, newspaper) 2 An Agent 3 Bank directly 4 SMS from Mobile Operator 5 Friends or Family Q16. 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 Q17 Record Ranking 7 of 13
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 10 E-mail 11 Others (please specify) 12 Instructions to the Interviewer: Go to Section E Section E. Financial Literacy Say: I would now like to ask you something about your experience with financial services. Q17. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how would you rate your overall knowledge of the banking services available? (Single Coding Only) Knowledge of banking services available Q18. There are many financial services provided by a bank. Please tell me which of the following best describes your experience with each of the following financial service. (Single Coding for each option) Word Association (Mention one service at a time and Heard this word record the response for the same) Never heard of Know what it but not sure what this word means it means Current account 1 2 3 Savings account 1 2 3 ATM 1 2 3 Credit card 1 2 3 Debit card 1 2 3 Internet banking 1 2 3 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. Q19. 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) 8 of 13
(Mention one device at a time and record the response for the same) Mobile Banking Questionnaire Very Low Low Average High Very High 1 Mobile Phone 2 ATM machine 3 Internet 4 POS 5 Debit card 6 Prepaid card Q20. 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 phone? (Single Coding for each option) 1 2 3 4 5 6 (Read out one statement at a time and record the response for the same) SMS is very easy and I use it often My mobile phone is GPRS enabled I have downloaded software to my phone I subscribe to SMS alerts (e.g., news, church, agriculture) My mobile phone allows me to write e-mails My mobile phone allows me to browse the Internet Not at all True Not True 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. Q21a.Do you own a cell phone? (Single Coding) Instructions to the Interviewer 1 Yes Go to Q23. 2 No Go to Q22b Ask Q22b to those who say 2 No in Q22a. Q21b. 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 say so? (Record Verbatim) 9 of 13
Q22. 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 time and record the response for Very Very the same) Low Average High Low High 1 Overall Trust 2 Trust in banks Trust in the technology of mobile 3 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 about 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 potential benefits of Mobile Banking? (Single Coding for each option) (Read out one benefit at a time and record the response for the same) 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) Instructions to the Interviewer: Go to Section I Section I. Future Demand & Willingness to Spend Very High Say: I would now like to know about your interest in the use of Mobile Banking Services. Q24. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, how interested are you to use mobile banking service in the future? (Single Coding Only) Interest to use mobile banking in the future 10 of 13
Q25. On a scale of 1 to 5, 1 being the lowest and 5 being the highest, Please indicate your interest to you use the following Mobile Banking Service. (Single Coding for each option) (Read out one service at a time and record the response for the Very Very same) Low Average High Low High 1 Airtime recharge 2 Fund transfer 3 Balance inquiry / Ministatement 4 Bill payment 5 International remittance 6 Savings 7 Cash withdrawal at third party mobile agents 8 Purchasing 9 Salary deposit 10 Micro-loans 11 Commodity dealing / investment 12 Pension fund management Q26. Please indicate what you believe would be a fair price for the following mobile transactions as a % of the total amount of the transaction. (Single Coding for each option) (Read out one service at a time and record the response for the same) % of total amount (Percentage options to be fixed depending as per the local market practices) 1 Airtime recharge 2 Fund transfer 3 Balance inquiry / Ministatement 4 Bill payment 5 International remittance 6 Savings 7 Cash withdrawal at third party mobile agents 8 Purchasing 9 Salary deposit 10 Micro-loans 11 Commodity dealing / investment 12 Pension fund management Q27. On a scale of 1 to 5, 1 being the Not at all Important and 5 being Very Important, Please rate how important the following reasons are for you to consider using mobile banking. (Single Coding for each option) (Read out one reason at a time and record the response for the same) Not at all Important Not Important Somewhat Important Important Very Important 11 of 13
1 Lower transaction costs 2 Security from fraud 3 Physical security Safe transaction with feedback on 4 transfer (e.g. SMS) 5 Wide acceptance of mobile money 6 More locations I can cash-out my money 7 Other (specify) Instructions to the Interviewer: Go to Section J Section J. Demographic Information Instructions to the Interviewer: No Cue Cards are to be shown in this section; the respondent should answer the questions without any aid from the interviewer. Say: I would now like to know something about you. 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 1 16 25 years 2 25-45 years 3 45 60 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 Other (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) 12 of 13
QA4. What is your marital status? (Single Coding Only) Marital Status 1 Married 2 Divorced / Widowed Separated 3 Single Mobile Banking Questionnaire QA5. Can you please tell me the total number of family members living in the house? (Record Verbatim) Instructions to the Interviewer: If the respondent is living away from home, ask him the total size of his family. Total Number of Family Members QA6. Please tell me, on an average what is the total monthly income of your household? (Single Coding Only) Instructions to the Interviewer: Interviewer to circle the option depending on which range the respondent s monthly household income belongs to. Monthly Household Income 1 N 10,000 or less 2 N 10,000 to N 50, 000 3 N 50,000 to N 150, 000 4 N 150,000 to N 300,000 5 N 300,000 to N 500,000 6 Greater than N 500, 000 Instructions to the Interviewer: Thank the respondent and end the interview. 13 of 13