Mobile Banking Questionnaire – USERS
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
Respondent Address
Location:
City/ Town:
Local Government Area:
State:
Interview Details
Date of the Interview:
Name of the Interviewer:
Start Time of the Interview:
Name of the Reviewer:
End Time of the Interview:
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?
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Mobile Banking Questionnaire – USERS
Section A. Selecting interviewees
Q1. Do you own a cell phone? (Single Coding)
Circle Option Code
1
Yes
Instructions to the Interviewer
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)
Circle Option Code
1
2
Instructions to the Interviewer
Yes
No
Go to Q3a.
Go to NON-USER questionnaire
Q3. Do you operate a bank account? (Single Coding)
Circle Option Code
1
Yes
Instructions to the Interviewer
2
No
Go to Q4
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 Option Cue Card for Q4
Circle Option Code
1
2
3
Option Cue Card
Savings account
Current account
Both
Instructions to the Interviewer: Go to Section B
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Mobile Banking Questionnaire – USERS
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)
Circle Option Code
1
2
3
4
5
Options
A bank
A bank and a Mobile operator
together
A mobile operator
Another company
Don’t know / not sure
Q6. Is your mobile banking service an addition to existing bank account or separate service?
Circle Option Code
1
2
Options
An addition
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
Option Cue Card
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
(Circle Option
Code)
1
2
3
4
5
6
7
8
9
10
11
Q7a.
Q7b.
Type of Financial Transactions
Frequency
(Option Cue Card)
Airtime recharge
Fund transfer
Balance inquiry / Bank statement
Bill payment
International Remittance
Savings
Cash withdrawal
Purchasing
Commodity dealing / investment
Pension fund management
Any other periodical payment (daily, weekly,
fortnightly, monthly, quarterly, biannual, yearly,
seasonal)
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(Record Option Codes)
Mobile Banking Questionnaire – USERS
Q8. Where do you typically (most often) withdraw money? (Single Coding Only)
Instructions to the Interviewer: : Interviewer to show the Option Cue Card for Q8
Circle Option Code
1
2
3
4
Option Cue Card
At the bank teller
Automatic teller machine
Point of Sale
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 Option Cue Card for Q9
Circle Option Code
1
2
3
4
5
Option Cue Card
N 1,000 - N 5,000
N 5,000 - N 10,000
N 10,000 - N 20,000 d
N 20, 000 - N 100,000
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 Option Cue Card for Q10
Circle Option Code
1
2
3
4
5
Option Cue Card
Between 6am and 9am
During working hours (8am to 5 pm)
Between 6pm and 9pm
Between 9pm and 6am next morning
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 Option Cue Card for Q9a.
Circle Option Code
1
2
3
4
5
Option Cue Card
Less than one km
1 to 2 km
2 to 5 km
5 to 10 km
More than 10 km
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Mobile Banking Questionnaire – USERS
Q12. How do you typically (most often) transfer money? (Single Coding only)
Circle Option Code
1
2
3
4
5
Option Cue Card
At the bank teller
Automatic teller machine
Western Union, Money Gram
Mobile money
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?
Circle Option Code
1
2
3
Options
Send
Receive
Send and Receive
Q13b. With whom do you generally undertake transfer of funds? (Multiple Coding Possible)
Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q13b
Ask only for options marked in Q13a.
Option Cue Card
Family
Friends
Employer/Employee
Government
Send
Circle Option Code
1
2
3
4
Receive
Circle Option Code
1
2
3
4
Instructions to the Interviewer: Go to Section C
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Mobile Banking Questionnaire – USERS
Section C. Payment Behavior
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 Option Cue Card for Q14
Circle Option Code
1
2
3
4
5
6
7
8
9
10
Option Cue Card
Cash direct to company
At the bank teller
Automatic teller machine
Pay outlet by company
Third party pay outlet
Mobile banking
By Cheque
Credit card
Prepaid card
Others
Q15a. What type of bills do you pay on your mobile phone? (Multiple Coding Possible)
Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q15a
Circle Option Code
1
2
3
4
5
6
Option Cue Card
Mobile phone bill
Utility (electricity, water)
School fees
Goods for home
Goods for work
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 Option Cue Card for Q15b
Q15a.
Q15b. Average Amount
(Circle the
Options selected
in Q15a.)
(Circle Code in Q15b.for each option selected in Q15a)
X
X
X
X
X
X
Option Cue Card
Mobile phone bill
Utility (electricity,
water)
School fees
Goods for home
Goods for work
Other
N 1,000 N 5,000
N 5,000 –
N 10,000
N 10,000 N 20,000
N 20,000 N 100,000
More than
N 100,000
1
2
3
4
5
1
2
3
4
5
1
1
1
1
2
2
2
2
3
3
3
3
4
4
4
4
5
5
5
5
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)
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Mobile Banking Questionnaire – USERS
Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q15c
Q15a.
Q15c. Frequency
(Circle the Options
selected in Q15a.)
(Circle Code in Q15c.for each option selected in Q15a)
X
X
X
X
X
X
Mobile phone
Utility (electricity,
water)
School fees
Goods for home
Goods for work
Weekly
1
Other
Option Cue Card
Bi-weekly
Monthly Quarterly
2
3
4
Annually
5
1
2
3
4
5
1
1
1
1
2
2
2
2
3
3
3
3
4
4
4
4
5
5
5
5
Q16. For each of the following costs, what method of payment do you use? (Multiple Coding possible)
Option Code
1
2
3
4
5
Option Cue Card
Mobile
Cash
Debit/ATM card
Credit card
NA
Instructions to the Interviewer: Mark the answers in the grid given below
Options
Record Option Codes
(Multiple Codes if applicable)
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
Instructions to the Interviewer: Go to Section D
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Mobile Banking Questionnaire – USERS
Section D. Marketing & Advertising
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 Option Cue Card for Q17
Circle Option Code
1
2
3
4
5
Option Cue Card
Mass media (television, radio, newspaper)
An Agent
Bank directly
SMS from Mobile Operator
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 Option Cue Card for Q18
Record Ranking
Option Cue Card
Person-to-person interaction
Telephone call
TV adverts
Radio adverts
Print adverts
Billboards / outdoor adverts
Community members
Mail
SMS
E-mail
Others (please specify)
Instructions to the Interviewer: Go to Section E
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1
2
3
4
6
7
8
9
10
11
12
Mobile Banking Questionnaire – USERS
Section E. Financial Literacy
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):
Your bank branch
Your Mobile banking
service
1
1
Rating Scale
3
3
2
2
4
4
5
5
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
a time and record the
response for the same)
1
2
3
4
5
6
Mobile Phone
ATM machine
Internet
POS
Debit card
Prepaid card
Rating Scale
Very Low
Low
Average
High
Very High
1
1
1
1
1
1
2
2
2
2
2
2
3
3
3
3
3
3
4
4
4
4
4
4
5
5
5
5
5
5
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Mobile Banking Questionnaire – USERS
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)
Rating Scale
(Read out one statement at
a time and record the
response for the same)
1
2
3
4
5
6
Not at
all True
Not
True
Sometimes True
Sometimes Not
True
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
1
2
3
4
5
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
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
1
2
Cost
Not Very Cheap and
Not Very Expensive
3
Expensive
Very Expensive
4
5
Q23a. Do you think Mobile banking services are cheaper than traditional banking services? (Single
Coding for each option)
Circle Option
Code
1
2
Option Cue Card
Instructions to the Interviewer
Yes
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)
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Mobile Banking Questionnaire – USERS
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)
1
2
3
4
5
6
(Read out one statement at a
time and record the response for
the same)
Overall Trust
Trust in banks
Trust in the technology of mobile
banking
Trust in third party agent (e.g.,
pay outlet, cash-out point)
Security from fraud
Rating Scale
Very
Low
Low
Average
High
Very
High
1
1
2
2
3
3
4
4
5
5
1
2
3
4
5
1
2
3
4
5
1
1
2
2
3
3
4
4
5
5
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)
1
2
3
4
5
Rating Scale
Very
Low
Low
Average
High
Very
High
1
1
1
2
2
2
3
3
3
4
4
4
5
5
5
1
2
3
4
5
1
2
3
4
5
Cost saving (Lower rates, transaction fees)
Time saving (no need to go to bank or ATM)
24 h Access (can make transaction any time)
Physical security (no need to go out with
cash)
Others (please specify)_________
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
Option Cue Card
Too costly
Not easy to use
Not aware
No need
Do not trust
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Mobile Banking Questionnaire – USERS
F
G
Not available
Other (Please specify)
Type of Transactions
(Circle Option
Code)
1
2
3
4
5
6
7
8
9
10
11
(Option Cue Card)
(Record Option Codes)
Airtime recharge
Fund transfer
Balance inquiry / Bank statement
Bill payment
International Remittance
Savings
Cash withdrawal
Purchasing
Commodity dealing / investment
Pension fund management
Any other periodical payment (daily, weekly,
fortnightly, monthly, quarterly, biannual, yearly,
seasonal)
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)
1
2
3
4
5
6
7
8
9
Savings
Cash withdrawal at mobile money agents
More bill payments
Purchasing
Salary deposit
Pension fund management
Commodity dealing / investment
Loans
Others (Please specify) __________
Very
Low
Low
Average
High
Very
High
1
2
3
4
5
1
2
3
4
5
1
1
2
2
3
3
4
4
5
5
1
1
2
2
3
3
4
4
5
5
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
1
2
3
4
5
6
7
(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
Lower transaction costs
Security from fraud
Physical security
Safe transaction with feedback on transfer
(e.g. sms)
Wide acceptance of mobile money
More locations I can cash-out my money
Other (specify)
1
1
1
1
2
2
2
2
3
3
3
3
4
4
4
4
5
5
5
5
1
1
1
2
2
2
3
3
3
4
4
4
5
5
5
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Mobile Banking Questionnaire – USERS
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.
Circle Option Code
1
2
3
4
Age
16 – 25 years
25 - 45 years
45 – 60 years
61 plus years
QA2. What is your Occupation? (Single Coding Only)
Circle Option Code
1
2
3
4
5
6
7
8
9
Occupation
Government /Public Service
Private Business – Executive
Private Business – Professional
Private Business – Employee
Family business/ self-employed
Farmer
Not employed
Student
Others (please specify) _______
QA3. What is the highest education level you have completed? (Single Coding Only)
Circle Option Code
1
2
3
4
Education
Primary
Secondary
Technical college
University Degree
Others (please specify) _______
QA4. What is your marital status? (Single Coding Only)
Circle Option Code
1
2
3
Marital Status
Married
Divorced / Widowed Separated
Single
QA5. What is your average monthly income? (Single Coding Only)
Circle Option Code
1
2
3
4
Monthly Income
N 10,000 or less
N 10,000 to N 50, 000
N 50,000 to N 150, 000
N 150,000 to N 300,000
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Mobile Banking Questionnaire – USERS
5
6
N 300,000 to N 500,000
Greater than N 500, 000
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