“A Study of Customer Perception towards Digital Banking and UPI Transactions in Mumbai”
Questionnaire
Demographic Information:
1. Name (optional): ___________________________________________________
2. Age:
A) Below 18 B) 18-25 C) 26-35
D) 36-45 E) 46-60 F) Above 60
3. Gender:
A) Male B) Female C) Others
4. Occupation:
A) Student B) Professional C) Self-Employed
D) Homemaker E) Retired
F) Others (please specify) _________
Section 1: Awareness and Adoption of Digital Banking and UPI Transactions
1. Are you aware of digital banking services (e.g., mobile banking, net banking)?
A) Yes B) No
2. Are you aware of UPI (Unified Payments Interface) for digital transactions?
A) Yes B) No
3. Which of the following digital banking services do you use? (Select all that apply)
A) Mobile Banking B) Internet Banking
C) UPI (e.g., PhonePe, Google Pay, Paytm, etc.) D) Digital Wallets (e.g., Paytm, MobiKwik)
E) None
4. How long have you been using digital banking/UPI services?
A) Less than 6 months B) 6 months – 1 year
C) 1-2 years D) More than 2 years
5. How frequently do you use UPI for transactions?
A) Daily B) Weekly C) Monthly
D) Occasionally E) Never
Section 2: Customer Preferences and Satisfaction Levels
1. How easy do you find using digital banking services for everyday transactions?
A) Very easy B) Easy C) Neutral
D) Difficult E) Very difficult
2. How satisfied are you with the following digital banking features?
Mobile Banking App Interface:
A) Very Satisfied B) Satisfied C) Neutral
D) Dissatisfied E) Very Dissatisfied
UPI Payment Speed:
A) Very Satisfied B) Satisfied C) Neutral
D) Dissatisfied E) Very Dissatisfied
Customer Support for Digital Banking Services:
A) Very Satisfied B) Satisfied C) Neutral
D) Dissatisfied E) Very Dissatisfied
3. Which of the following digital banking/UPI features do you value the most? (Select up to 2
features)
A) Ease of Use B) Fast Transactions C) Wide Acceptance
D) Rewards and Cash back E) 24/7 Availability F) Security
4. How do you rate your overall satisfaction with UPI transactions?
A) Very Satisfied B) Satisfied C) Neutral
D) Dissatisfied E) Very Dissatisfied
Section 3: Trust and Security Concerns
1. Do you feel safe using digital banking services for financial transactions?
A) Yes B) No
2. Have you ever experienced any security issues (e.g., fraud, account hacking) while using digital
banking services or UPI?
A) Yes B) No
3. How concerned are you about the security of your personal and financial information while
using UPI or digital banking services?
A) Very Concerned B) Concerned C) Neutral
D) Not Concerned E) Not at all Concerned
4. What do you think is the main reason for your concerns about digital banking security?
A) Risk of fraud B) Data privacy
C) Lack of awareness on how transactions work D) Weak authentication methods
E) Other (please specify) ________
5. What measures would increase your trust in digital banking services and UPI transactions?
(Select up to 2)
A) Stronger authentication (biometrics, OTP) B) Better customer support for resolving issues
C) More transparency on security features D) Improved fraud protection policies
E) Regular security updates F) Other (please specify) _________
Section 4: Suggestions for Improvement
1. What improvements would you suggest for enhancing your experience with digital banking
services?
A) Improved mobile app functionality B) Faster transaction times
C) Better customer support D) More cash back/rewards offers
E) Easier integration with other financial services F) Other (please specify) _________
2. What strategies do you think banks should implement to increase the adoption of digital
banking and UPI transactions?
A) Better marketing and awareness programs
B) Offering incentives (cash back, rewards)
C) Simplifying the onboarding process
D) Providing tutorials or educational content on how to use services
E) Enhancing security features
F) Other (please specify) _________
3. Any additional comments or suggestions on digital banking or UPI transactions?
Thank you for your participation!