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Questionnaire and interview guide Essay

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Questionnaire and Interview Guide

The data gathering method of the proposed dissertation “Factors Influencing Growth of Online Financial Service Provision in Saudi Arabia” will be a survey and interview of the targeted sample of participants. Consequently, an interview guide and a survey questionnaire was designed and developed for this purpose. The interview guide and survey questionnaire was developed to ensure that data will be gathered consistently, reliably and validly. It will also guarantee that the same questions will be asked for all participants, as well as provide a framework for the data gathering procedure.

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Questionnaire

Am Wael AlRasheed a student in ………………………….university department of ………………….. Am carrying out a research on “Factors influencing growth of online financial service provision in Saudi Arabia”. I will be obliged if you would tick the appropriate box. The information provided herein will only be used for the stated purpose.

Age
15-25

25-35

35-45

45+

Gender
Male               Female

Are you
Employed                   Unemployed               Student                       Self employed

In your opinion, how developed is the internet infrastructure in this country?
Highly developed

Moderately developed

Developed

Poorly developed

How reliable is the internet infrastructure?
Very reliable               Moderately Reliable               Reliable           Not reliable

How aware are you of online financial services usage in the country?
Very ware                  Moderately aware                  Aware                         Not aware

If aware how did you get to know about it?
From the bank

From friends

From media

From relatives

On the basis of your response in question 6, to what extent, do you know how the system works?
Very knowledgeable              Moderately knowledgeable

Knowledgeable                      Not knowledgeable

How frequently have you used online financial services?
Always                       More frequently         Frequently                  Never

             If Never please go to question 13

If you have used online financial services, within which time span was it done?
The last 2 weeks

The last 1 month

The last 6 months

The last 1 year

The last 2+ years

Please rank the possible benefits of using online service (or internet banking) to customers. 1 is the most important while 8 is the least important.
___ Convenience

___ Access

___ Fund transfer

___ Flexibility

___ Time factor

___Low transaction costs

___Reliability

___ Security

Please rank the possible advantages of using online service (or internet banking) to banks. 1 is the most important while 8 is the least important.
___ Queue management

___ Lowered employee costs

___ Wider customer base

___ Paperless transactions

___ Real time monitoring

___ Competitive advantage

___ Lessened work load

___ Faster transactions

Please rank the possible disadvantages (consequences) of using online financial services as a customer? 1 is the most disadvantageous while 8 is the least disadvantageous.
____ No personal interaction

____ Bad customer service

____ Long clearing time

____ Technical difficulties

____ Difficulty withdrawing from online accounts

____Identity theft and account hacking

____ Hidden transaction charges

____ Difficult to use

Please rank the possible disadvantages (consequences) of using online financial services for banks? 1 is the most disadvantageous while 8 is the least disadvantageous.
____ Increased customer service personnel

____ Quality of customer service

____ Long clearing time

____ Technical difficulties

____ Complaints about withdrawing from online accounts

____Identity theft and account hacking

____ Security maintenance

____ Site maintenance

Other than banks, what do you think are the other sectors/businesses that use online financial services?
Hospitality industry

Supermarkets (retail)

Government offices

Airline services/transports sector

Funds transfer

Others [please specify]

Currently, what banking services do you use?
Online Banking

Telephone Banking

Mobile Banking

ATM

Others

How satisfied are you with the online banking services that you are currently using?
Very satisfied             Satisfied                     Dissatisfied                Very dissatisfied

From your understanding, what factors do influence rapid adoption or growth of online financial services by various sectors in the society and especially banks in Saudi Arabia?
Security concerns

Government deregulations

Competition

Changing customers needs

Installation costs

Organization resistance to change

In adequate IT manpower and knowledge

Internet unreliability

Others [please specify]

Given the advantages and disadvantages of online banking, I will still continue using it?
Strongly agree                        Moderately agree                   Agree              Disagree

Given the advantages and disadvantages of online banking, I will now be using it?
Strongly agree                        Moderately agree                   Agree              Disagree

Do you think that in order to enhance the growth of online financial services in Saudi Arabia, customer should be more willing to use it?
Strongly agree                        Moderately agree                   Agree              Disagree

Do you believe that in order to enhance the growth of online financial services in Saudi Arabia, banks should offer this service?
Strongly agree                        Moderately agree                   Agree              Disagree

Do you believe that in order to enhance the growth of online financial services in Saudi Arabia, the government should encourage it?
Strongly agree                        Moderately agree                   Agree              Disagree

Do you believe that in order to enhance the growth of online financial services in Saudi Arabia, the media should provide information about it?
Strongly agree                        Moderately agree                   Agree              Disagree

How do you feel about the future of online financial services in Saudi Arabia especially in banking sectors?
Very positively           Positively                    Negatively                  Very negatively

Interview guide

The identified potential sources of information for the present study include bank officials such as the branch manager, head of customer service, head of technology department; bank policy makers and IT project staff. In addition clients or customers who use internet banking will also be interviewed.

Face sheet

I would like to thank you for taking your time in meeting with me today.

My name is Wael AlRasheed, a student and I would like to talk with you concerning the factors influencing growth (adoption) of online financial service provision in Saudi Arabia. Specifically, based on the requirement for completion of my studies, I am to carry out a research as a partial fulfillment for the degree on ______

The information gathered will strictly be used for the intended purpose and nothing more, the information will only be shared by me and the research team and I will ensure that you will not be identified as a respondent. Please remember that you do not have to talk about matters that you are not comfortable or prohibited by the organization’s ethical standards (code of conduct) and you may end the interview at your own discretion.

The interview will take at most one hour. Due to the fact that I do not want to miss points from your comments, I will tape the session. Consequently, I will also be taking short notes. Since we are on tape, I would like you to speak up in order for me not to miss your significant comments.

Do you have any questions about what I have explained?

Are you willing to take part in this interview?

Interviewee                                        Witness                                              Date

Actual questions

How do you perceive the technological development in terms of internet infrastructure and reliability of computer networks? Why do you perceive such in this way?
Have your customers’ changing needs pressured your bank to upgrade services to be able to accommodate the need to transact online? If your customers had not changed, would you be initiating online banking?
When did the bank adopt online financial services? Why did the bank do so?
Please estimate the percentage of your customers who use online financial services? Do you think this is a conservative estimate? Why
What efforts have you done to ensure that you entice as many customers as possible to embrace the new innovation in banking? Can you cite actual programs or promotional strategies?
Are you aware of other economic entities other than banks that provide customers with online financial services in Saudi Arabia? Why is that?
Do you believe that the adoption or usage of online financial services has been adopted globally? Why?
From your work experience, what do you think are the benefits of internet banking to customers and to the bank it self? Please cite specific benefits or advantages.
What do you think are the costs of using online financial services both to customers and the bank? Please give specific examples of such costs.
Please briefly explain the possible reasons that are deemed to influence the growth of online financial services in Saudi Arabia.
Please identify and explain the effects of government regulations and other laws which regulate transactions and more to online banking?
What recommendations do you have that will enhance the rapid growth of online financial services in Saudi Arabia?

Post-interview (closing)

Is there any additional comment?

I will be analyzing the information you and the others have provided and submit a draft to my examiner in the next five months. If you are interested, I will happily send you a copy of the draft for review if you are interested.

Thank you indeed for your precious time.