The Quality of e-banking and the Satisfaction of Greek Customers While Using it and its Services
This questionnaire is part of a master's thesis conducted by MSc student of The Hellenic International University of Thessaloniki. Your answers are strictly confidential and will only be used for statistic analysis. Therefore, you will not be asked to provide any information that can identify you.


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Which is your primary bank? *
Using the term "primary bank" means the bank that you perform most of your banking transactions
Have you contacted your primary bank during the past 12 months with a problem or question? *
How satisfied are you with your primary bank's e-banking services in each of the following areas?[Get on the websit quickly] *
strongly disagree
strongly agree
How satisfied are you with the ability of your primary bank's website to provide you with information easy and quick in each one of the following areas?[Easy to find the information on the website] *
strongly disagree
strongly agree
How satisfied are you with the time that is needed in order to complete a transaction through the bank's website in each one of the following areas?[Easy to complete a transaction through the bank's website] *
strongly disagree
strongly agree
How satisfied are you with the simplicity and comprehension of your bank's website in each of the following areas?[Using the bank's website does not require a lot of efford] *
strongly disagree
strongly agree
How satisfied are you with the organisation and structure of the bank's online content?[The organization and structure of the online content is easy to follow] *
strongly disagree
strongly agree
How satisfied are you with the ability of your bank to fulfill its promises towards you in the expected time in each of the following areas?[following its promises on a certain time] *
strongly disagree
strongly agree
How satisfied are you with the bank's intention to solve the problems or the questions that occur during your online transactions in each of the following areas?[It always shows interest in solving online problems] *
strongly disagree
strongly agree
How satisfied are you with the accuracy that the bank performs the online services in each of the following areas?[Performs the online services right th first time] *
strongly disagree
strongly agree
How satisfied are you with the bank's promotion of the online services at the time it promises to do so in each of the following areas?[The bank makes accurate promises about the services being delivered] *
strongly disagree
strongly agree
How satisfied are you with the ability of your bank to inform you the exact time that your transaction will be performed in each of the following areas?[The bank tells exactly when the transaction will be performed] *
strongly disagree
strongly agree
How satisfied are you with the bank's intention to accommodate you when you make an online transaction in each of the following areas?[The bank gives you prompt online service] *
strongly disagree
strongly agree
How satisfied are you with the willingness of the bank's staff to help you when an online problem occurs in each of the following areas?[The bank is always willing to help you] *
strongly disagree
strongly agree
How satisfied are you with the connection that the online service of the bank shows when questions occur in each of the following areas?[It is never too busy to respond to your questions] *
strongly disagree
strongly agree
How satisfied are you with the bank's ability to resolve problems encounter with your online transactions on a certain time in each of the following areas?[It resolve problems quickly] *
strongly disagree
strongly agree
How satisfied are you with the attention that the bank gives at you individually in each of the folloing areas?[It gives intividual attention] *
strongly disagree
strongly agree
How satisfied are you with the operating hours of your bank's help center for all its customers in each of the following areas?[It have convinient operating hours] *
strongly disagree
strongly agree
How satisfied are you with the attention that the help center and the call center of your bank give you personally in each of the following areas?[It gives personal attention] *
strongly disagree
strongly agree
How satisfied are you with the understanding that the help center and the call center of your bank show to your specific needs in each of the following areas?[It understands your specific needs] *
strongly disagree
strongly agree
How satisfied are you with the way that the bank uses your personal information given by online transactions in each of the following areas?[The bank misuses your personal information] *
strongly disagree
strongly agree
How satisfied are you with the safety that the bank provides you during your online transactions in each of the following areas?[Feel safe in your trasnactions with the bank] *
strongly disagree
strongly agree
How satisfied are you with the confidence that the online service of the bank provides you in eah of the following areas?[Have confidence in the bank's online service] *
strongly disagree
strongly agree
How satisfied are you with your bank's overall e-banking service? *
Strongly disagree
Srrongly agree
Demografic questions
Please answer the following demografic questions. These questions will help us categorize your answers according to your demografic parameters and will help us reach useful conclusions.
Your gender. *
Your age range. *
Education level you have completed *
Rage of your annual income that lies in monthly. *
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