Questionnaire for Customers
Herat University Faculty of Economics
Department of Management: Post Graduate Program
This questionnaire is designed specifically to carryout research on the effect of e-banking services
on customer satisfaction in case of Azizi Commercial Bank of Afghanistan Herat city for partial
fulfillment of the requirement for the Master of Business Administration. I will be very happy if you
will please answer the following questions as candidly as you can. It takes only 10-15 minutes.
Please be assured that the responses you give are for academic purposes only.
I thank you in advance Reza Rezai
Tell: 0728655190
Part I
Background of the information
Please put right mark (√) in front of your choice box that express yourself
1. Gender: Male □ Female □
2. Age: 18-24 □ 25-35 □ 36-50 □ 51-60 □ above 60 □
3. Marital status: Single□ Married□ Separated□ Divorced□ Widowed□
4. Educational status: Primary □ High school □ TVET □ Bachelor degree □
Master’s Degree□ Doctorate Degree□ above Doctorate Degree □
5. Occupation: Unemployed □ Student□ Employed□ Business man/woman□ Pensioner□
Other _____
Part II
Customer Feelings about Electronic Banking
Comment on scale from 1(Strongly dis agree) to 5 (strongly agree)
No Service quality Dimensions Strongl Disagre Undecide Agre Strongl
y e d e y Agree
disagre
e
1 2 3 4 5
Reliability
E-banking completes a task
accurately
E-banking deliver the service exactly
as promise
E-banking perform the service right
at the right time
Transactions efficiency
E-banking provide complete help
function
Transaction process is fast
Customer support
E-banking contains enough services
Case of problem happen, can contact
staff immediately
E-banking contains responsible
section to guide for common
problem
E-banking provide knowledgeable
staff to solve problem
Staff can describe step to use and
condition to use clearly
Service security
E-banking provide complete
help function
E-Banking provide security for
transaction
No problem during using e-banking
E-banking is secure
Feel safe when using e-
banking
Can check validity and detail of past
transaction every time
Ease use
Easy find information in the e-
banking system
E- banking easy to use
The language in e-banking displays is
easy to understand
Information and text are clear and
easy to understand
E- banking system provides clear
instruction
performance
E-banking is provided services in
multi-language
E-banking provide 24hrs -7days
services
Staff can describe step to use and
condition to use clearly
Service content
E-banking provide information that
exactly fits needs
E-banking provides accurate
information
E-banking provides information that
trust
Customer satisfaction
you are satisfied with the e-banking
services provided by your bank
Overall service of e-banking is better
than your expectation
You are completely satisfied with E-
banking services