Mobile Banking Questionnaire NON-USERS

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Respondent Details

RespondentNumber 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:

Mobile banking definition for the survey: A financial transaction or information request (e.g., mini-statement) 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?

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Section A. Selecting Interviewees/Respondents

Q1a.Do you own a cell phone? (Single Coding)

Circle Option Code Instructions to the Interviewer

1 Yes Go to Q1b.

2 No 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)

Circle Option Code Instructions to the Interviewer

1 Yes Go to USER questionnaire

2 No Go to Q3a.

Q3a. Do you have a bank account? (Single Coding)

Circle Option Code 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 Option Cue Card for Q4

Circle Option Code Option Cue Card

1 Savings account

2 Current account

3 Both

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Section B. General Use of Money

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 Option Cue Card 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 Option Cue Card for Q5b, and record the option codes for the answers in the grid. Option Code Option Cue Card

A Daily-once

B Daily –Several times

C Weekly-Once

D Weekly-several times

E Monthly-once

F Monthly-several times

G Occasionally (less than once a month)

Instructions to the Interviewer:Mark the answers for Q5a. and Q5b. in the grid given below

Q5a. Q5b.

Type of Financial Transactions Frequency

(Circle Option

Code) (Option Cue Card) (Record Option Codes)

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)

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Instructions to the Interviewer:: Interviewer to show the Option Cue Card for Q6 Check with the option marked in Q4, for the type of account the respondent holds.

Circle Option Code Option Cue Card

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 Option Cue Card for Q7

Circle Option Code Option Cue Card

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 Option Cue Card for Q8 Circle Option Code Option Cue Card

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

Q9a. 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 Option Cue Card

1 Less than one km

2 1 to 2 km

3 2 to 5 km

4 5 to 10 km

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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 Option Cue Card for Q10b

Domestic International

Q10a.

(Circle the Options for Q10a.) 1 2

Option Cue Card (Circle Code in Q10b.for each option Q10b. 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?

Circle Option Code 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 Option Cue Card for Q11b Ask only for options marked in Q11a.

Send Receive

Option Cue Card Circle Option Code Circle Option Code

Family 1 1

Friends 2 2

Employer/Employee 3 3

Government 4 4

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Section C. Payment behavior

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 Option Cue Card for Q12

Circle Option Code Option Cue Card

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 Option Cue Card for Q13a Circle Option Code Option Cue Card

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 Option Cue Card for Q13b

Q13a. (Circle the Options selected in Q13a.)

Q13b. Average Amount

(Circle Code in Q13b.for each option selected in Q13a)

Option Cue Card

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 X Mobile phone _{1 2 3 4 5} X Utility (electricity, water) 1 2 3 4 5 X School fees _{1 2 3 4 5}

X Goods for home 1 2 3 4 5

X Goods for work 1 2 3 4 5

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Instructions to the Interviewer: Interviewer to show the Option Cue Card for Q13c

Q13a. (Circle the Options selected in Q13a.)

Q13c. Frequency

(Circle Code in Q13c.for each option selected in Q13a)

Option Cue Card

Weekly Bi-weekly Monthly Quarterly Annually

X Mobile phone _{1 2 3 4 5}

X Utility (electricity, _water) 1 2 3 4 5

X School fees _{1 2 3 4 5}

X Goods for home 1 2 3 4 5

X Goods for work _{1 2 3 4 5}

X Other 1 2 3 4 5

Section D. Awareness, Marketing & Advertising

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

2 No

Say: Mobile banking definition for the survey: A financial transaction or information request (e.g., mini-statement)

made using your mobile phone.

Go to Q17

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 Option Cue Card for Q16

Circle Option Code Option Cue Card

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 Option Cue Card for Q17

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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)

Rating Scale

Knowledge of banking services available 1 2 3 4 5

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)

(Mention one service at a time and record the response for the same)

Word Association Never heard of

this word

Heard this word but not sure what

it means Know what 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)

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a time and record the response for the same)

Rating Scale

Very Low Low Average High Very High

1 Mobile Phone 1 2 3 4 5 2 ATM machine 1 2 3 4 5 3 Internet 1 2 3 4 5 4 POS 1 2 3 4 5 5 Debit card 1 2 3 4 5 6 Prepaid card 1 2 3 4 5

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)

(Read out one statement at a time and record the response for the same)

Rating Scale Not at all True Not True Sometimes True Sometimes Not True True Very True

1 SMS is very easy and I use _{it often} 1 2 3 4 5 2 My mobile phone is GPRS

enabled 1 2 3 4 5

3 I have downloaded software

to my phone 1 2 3 4 5

4

I subscribe to SMS alerts (e.g., news, church, agriculture)

1 2 3 4 5

5 My mobile phone allows me

to write e-mails 1 2 3 4 5

6 My mobile phone allows me _{to browse the Internet} 1 2 3 4 5 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)

Circle Option Code 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)

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(Read out one statement at a time and record the response for the same)

Rating Scale

Very

Low Low Average High

Very High

1 Overall Trust _{1 2 3 4 5}

2 Trust in banks _{1 2 3 4 5}

3 Trust in the technology of mobile

banking 1 2 3 4 5

4 Trust in third party agent (e.g.,

pay outlet, cash-out point) 1 2 3 4 5

5 Security from fraud _{1 2 3 4 5}

6 Ease of use _{1 2 3 4 5}

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)

Rating Scale

Very

Low Low Average High

Very High 1 Cost saving (Lower rates, transaction fees) _{1 2 3 4 5} 2 Time saving (no need to go to bank or ATM) _{1 2 3 4 5} 3 24 h Access (can make transaction any time) _{1 2 3 4 5} 4 Physical security (no need to go out with

cash) 1 2 3 4 5

5 Others (please specify)_________ _{1 2 3 4 5}

1 2 3 4 5

Instructions to the Interviewer: Go to Section I

Section I.

Future Demand & Willingness to Spend

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)

Rating Scale

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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 same)

Rating Scale

Very

Low Low Average High

Very High

1 Airtime recharge 1 2 3 4 5

2 Fund transfer 1 2 3 4 5

3 Balance inquiry /

Mini-statement 1 2 3 4 5

4 Bill payment 1 2 3 4 5

5 International remittance 1 2 3 4 5

6 Savings 1 2 3 4 5

7 Cash withdrawal at third party

mobile agents 1 2 3 4 5 8 Purchasing 1 2 3 4 5 9 Salary deposit 1 2 3 4 5 10 Micro-loans 1 2 3 4 5 11 Commodity dealing / investment 1 2 3 4 5

12 Pension fund management 1 2 3 4 5

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 1 2 3 4 5

2 Fund transfer 1 2 3 4 5

3 Balance inquiry /

Mini-statement 1 2 3 4 5

4 Bill payment 1 2 3 4 5

5 International remittance 1 2 3 4 5

6 Savings 1 2 3 4 5

7 Cash withdrawal at third party

mobile agents 1 2 3 4 5 8 Purchasing 1 2 3 4 5 9 Salary deposit 1 2 3 4 5 10 Micro-loans 1 2 3 4 5 11 Commodity dealing / investment 1 2 3 4 5

12 Pension fund management 1 2 3 4 5

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) Rating Scale Not at all Important Not Important Somewhat Important Important Very Important

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1 Lower transaction costs _{1 2 3 4 5}

2 Security from fraud _{1 2 3 4 5}

3 Physical security _{1 2 3 4 5}

4 Safe transaction with feedback on

transfer (e.g. SMS) 1 2 3 4 5

5 Wide acceptance of mobile money _{1 2 3 4 5}

6 More locations I can cash-out my _money 1 2 3 4 5

7 Other (specify) _{1 2 3 4 5}

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.

Circle Option Code 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)

Circle Option Code 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) Circle Option Code Education

1 Primary

2 Secondary

3 Technical college

4 University Degree

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Circle Option Code Marital Status

1 Married

2 Divorced / Widowed Separated

3 Single

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.

Circle Option Code 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