Involvement in Online Payment Services Management Report

Online Payment Services | 1 1

1

Online Payment Services

February 24, 2014

Master of Internation Business

HTW Berlin

Group 12:

Afrin Nusrat Raka | 543333

Jessy Rashid Ismat | 534415

Thi Thuy Huong Dinh | 543210

Thu Phuong Nguyen | 543253

Marketing Survey Report

Marketing in International Business

Prof. Dr. Holger Lütters

Contact us: Sewanstrasse 215, 10319 Berlin, Germany | Phone: +49 30 120 22 99 | Email: [email protected]

Follow us:

Unlock the Way of Payment to Excellence by entering

http://questfox.com/quest.aspx?BID=9v8EXi4R

Online Payment Services | 2

Contents

Management Summary 1

Field report 2

Analyzing data 3

Conclusion 4


Management summary

Dianotic based on the current financial market and future trend

Current situation

▪ Online services provide

companies with a major

marketing opportunity

▪ Companies want to engage,

interact and serve customers

better by conducting a survey

to improve online service

capabilities

▪ A clear shift between

traditional to online payment

trends motivate firms to take

further steps ahead in

researching and integrating

"Online Payment Services"

What to do?

▪ Assessing bank users' confidence in using online payment methods

(involvement scale and decision tree)

▪ What marketer's say about online banking (feedback and evaluation)

▪ Best leverage the Internet for marketing purposes (location, time)

Why needed?

How to succeed?

▪ Understanding customer needs by conducting survey

▪ By tranformation from direct to online payment, firms can cutting

down operating cost (office rental fee, employee salary...)

▪ To compete and grow with the fast movement of financial needs

especially in emerging market

▪ To centralize the transaction data in the fastest ways thought internet

▪ Noted customer feedback to maintain good relationship

An effective online presence is very important for the firm to stay competitive. Survey was conducted on

"Online Payment Services" to improve payment productivity and enable delivery of increased customer

satisfaction


Management summary (cont.)

▪ Customers experience

better services by being

well served

▪ Save time

▪ More secure

▪ The third parties

(shop, restaurants,

amazon...) may have

better business

performance

▪ Have good estimation

in selling price

▪ Bankers and financial

institutions benefit

from gaining

competitive

advantages

▪ Less selling expense

when NPS increases

Objectives of Online Payment Services: Improve service model

▪ Improve customer experience and service levels in using online services

▪ Increase customer involvement

▪ Increase Net Promoter Scores (NPS)

▪ Improve productivity and effectiveness of staff

▪ Understand customer expectation to set the right service fee

Online users benefits Service providers benefits The third parties benefit

How can customers and firms benefit from that?


Summary process of design intervention and survey structure

Response groups

All respondents

(including drop

outs)

n= 214

Only completed and

consistent answers

n=106

Female group

n=33

Unknow gender

n=3

Detractors (NPS)

n=21

Neutral (NPS)

n=30

Promoters (NPS)

n=10

Male group

n=56

Age groups

n=92

Project intro

Ask respondents'

experience in

using the

services

▪ Measuring

involvement

scales

No

Research

about timing

of the

process

Why users

get involved

Pricing

decision

Valuation the

fainess

opinion in

pricing &

service

received

Risk analysis

Reviews

▪ Feedback

▪ Overall experience

Ask personal

information then

infrom survey is

done

Project outro

13

Introduction Processing Involvement Price

3

6

5

4

8

7 9

10

0

1

Using questlogic to jump

non users to personal

information and outro

them

Respondents are linked into this part if they

answered that they have experience in using

the services

The survey purpose is only to survey people

in the target group those using or used online

payment services

Ask individual information:

• Gender

• Nationality

• Age

2

Yes

Ask respondents

plan to use the

service in the

future or not

Decision Risk Feedback

Purchasing

▪ Cost

▪ Confidentility

▪ Time

Ask personal information

then creen out them

12

- - - Target group is classified inside

this boundary

11

NPS


Methodology used to conduct the survey

Category Description

Interview

method

Sent invitation by posting on Facebook the survey link

http://questfox.com/quest.aspx?BID=9v8EXi4R

Getting data from respondent

Using scales from books, websites, lectures Research

method Analyzing the data response from 106 people

PSPP: www.gnu.org/software/pspp/

Questfox: https://questfox.com

Social Media

Outreach

Facebook

Contacted

People

Friends, family, colleagues

Linkedln

Tools


Key findings

User feedback 1

Respondse

management 2

Analyzing data 3

What we found after conducting the survey

▪ The maximum time customer can wait around 3-5 minutes to have transaction done

▪ Customers that have less experience in online payment services do not involve in

payment services

▪ Customer considered confidentiality is the most important factors compare to transaction

time and transaction cost

Limitation 4

▪ The clear instructions to fill in survey is important, especially in Price Sensitivity Meter

question will help to lower the dropped out rate

▪ Most of respondents answered in the first 4 days after sending out survey

▪ Use multi channels (blog, facebook, twitter, mail...) to send out survey is a good approach to

measure which method is more efficiency

▪ Need to carefully check the data because each question have different number of

respondent if not set mandatory answer

▪ We had 85% of the respondent satisfied with the service, but negative -11.99% Net

Promoter Score was an unfavorable sign showing the 2 dimentions are not parallel

▪ We did not know a lot of online user expert to provide sharply comment and feedback

▪ Lack of previous experience in using tools and design

▪ The testing tool website did not work properly


Press Release

Data Analysis Customer Involvement Survey Design Media Outreach Response Track A B C D E

Online Payment – Trends of future Online payment service is high involvement to customers but have negative Net

Promoter Score - results of “Involvement in Online Payment Services” survey conducting by Master of International

Business students - Team 12 from HTW Berlin.

What make people get involved?

Following the amazing development of technology, online payment services have become increasingly popular due to the

widespread use of the internet-based shopping and banking. They are the trend of modern life and gradually replacing the

traditional payment method.

How to involved people?

Out of the106 total respondents , more than 70% have used online payment services and 32% of them purchase via

Internet monthly. Moreover, about 67% of users confirmed that they see no risk in online payment comparing to non-online

payment. The most important factor customers consider when paying online is confidentiality of their personal information.

Our team

From January 5 to January 19, 2014, MIB students Team 12 conducted an online survey via Facebook and emails. The

main purpose of the survey is to understand how do people get involved in online payment services and which factors

impact on their decision when using those services.

Contact

Afrin Nusrat Raka

Sewanstrasse 215, 10319 Berlin, Germany | Phone: +49 30 120 22 99 | Email: [email protected] Follow us:


Social media Tweet and Post

Twitter

Facebook


Our research team members

Hoa Nguyen (Business consultant)

Afrin Nusrat Raka (Team member)

▪ Vietnamese national ▪ Working on a Marketing survey project

about Involvement in Online Payment Services

▪ Studying Master Program of International Business at HTW Berlin

▪ Previously experienced in Customer Relation in Banking

▪ Holds BA in Finance from National Economics University of Vietnam

▪ Email: [email protected]

Thu Phuong Nguyen (Team member)

▪ Bangladeshi national

▪ Having internship in Online Marketing

at Rocket Internet Gmbh

▪ Studying Master Program of

International Business at HTW Berlin

▪ Previously experienced in customer

service in Telecommunication

(Grameenphone Ltd.)

▪ Holds BBA in Finance


Thi Thuy Huong Dinh (Team member)

Hoa Nguyen (Business consultant)

▪ Bangladeshi national

▪ Studying Master Program of

International Business at HTW Berlin

▪ Previous work experience in customer

service officer in Eastern Bank Ltd.

▪ Holds Master in Human Resource

Management from Asa University

Bangladesh


Ismat Ara Ahmed (Team member)

ID: 543210 ID: 543253

ID: 534415 ID: 543333

▪ Vietnamese national ▪ Working on a Marketing survey project

about Involvement in Online Payment Services

▪ Studying Master Program of International Business at HTW Berlin

▪ Conducted research and interviews on

assessing macro economic growth

potential

▪ 2 years working in consultancy

business in corporate banking ▪ Holds BA in Economic Information

System from Economic University and Diploma in Information Technology

Online Payment Services | 11 11 11

Contents

Management Summary 1

Field report 2

Analyzing data 3

Conclusion 4


Overall summary of the conducted survey about "Involvement in Online

Payment Services"

SOURCE: Team analysis

▪ English

106 out of 214 fully responded the survey with consistent answers C

▪ Average respond time:

8 minutes 1 second (Mean)

▪ Survey period:

05.01.2014 - 19.01.2014

▪ First response: 05.01.2014

▪ Last response: 19.01.2014

Timing A

Language B

Asia: 42 Europe: 42 Australia: 4 North America: 13

By continents


`

Simple questions

Have you ever used online payment

services?

Do you plan to use online payment

services in the future?

What types of following online payment

services do you use?

How frequently do you use online

payment services?

Please indicate the maximum amount of

time you can spend to have an online

payment done?

Please indicate the maximum amount of

time you can spend to have an online

payment done?

1

2

3

4

6

8

1 4

1 5

10

Measure impact on decision to use the service

Matrix &

symantic

Net Promoter Score

(NPS)

1 6

- Interest

- Evaluation

- Risk

Which year were you born?

What is your nationality?

Please choose your gender

Please advise your comments to improve

Online Payment Services

1 7

Decision Tree

(Online vs Non-

online Payment)

Price Sensitivity

Meter

9

5 13

7 11

Complex questions

The survey includes 17 questions with different asking technique

De

sir

ed

u

se

rs h

as

mo

re e

xp

eri

en

ce


Respond overview of total number of respondents and break down detail

Total 204 respondents

*

*

*

Overview respond status

Dropped out is definied by no answer for more than 60 minutes

… Number of

respondents

214

17

106

91

Interview fully completed

Screened out

Dropped out


Response statistic were noted by days as follow

Day

Number of

respondent

26

…

Dropped out

Screened out

Fully completed

Total respondents by day ...

32

18

42

38

20

7 6

12

3 2

5

2 1

14 days from 05.01.2014 to 19.01.2014


Tracking response process by order of survey questions

0

20

40

60

80

100

120

140

160

180

200

220

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

214

58

138134

115

109

81 80 79 78

63

76 77 76

112109

105105

32

74 74 74 74 74 74 74 74

61

74 75 75

106 106 105

Responses to questionblock

Survey completed

% responses to questionblock

Q8

Q1

Q9

Q10

H11

Q12

Q13

Q14

Q15

Q16

Q17

Q2

Q3

Q4

Q5

Q6

Q7

Question number

Percentatge of

response to

questionblock

Number of

respondent


Breakdown percentage of respondents by AHP consistency

0.1 < CRH < 0.2

Consistent

0.2 < CRH < 0.5

Less consistent

Re-check every answer

CRH < 0.1

Very consistent

AHP Consistency

2.8%

CRH > 0.5

Not consistent at all

Consider to filter out these respondents

4.2%

CRH > 0.8

Absolutely inconsistent

Consider to delete this respondent’s answer

Not available

no consistency has been measured


Respond mangament by age group, gender and nationality

Age group

Age

Number of respondents across age groups

(n=106)

Gender

Respondents gender

(n=106)

Majority of respondents are Bangladeshi and

Vietnamese

Respondents nationality

(n=105)


Contents

Management summary 1

Field report 2

Analyzing data 3

Conclusion 4


People don't use

the service

28%People use the service

72%

The competitiveness of online payment services in the current market

based on the number of users

Square

2CheckOut

Intuit GoPayment

Eway

American Express

Icepay

WePay

Authorize.Net

Stripe

Worldpay

Google Wallet

Others

V.me by Visa

Amazon Payments

Paypal

1%

1%

1%

1%

1%

2%

2%

3%

3%

4%

5%

6%

8%

20%

41%

n=97

Diagnosing

the market

▪ Paypal and Amazon are the leading

players

▪ 28% of respondents have never

used online payment services

▪ A lot of new players entering market

with 1-8% market share

▪ This is a highly competitive market

Initiation to

grow ▪ Increasing competitiveness by

increasing number of customers

Expected

delivery

▪ Set target to shift 28% from not

using to using the services

▪ Approach 6% customers using

other service providers

n=97

(Name of service providers) (% of market share by users)


Involvement scales

1 2 3 4 5 6

1

3.37

3.01

2.95

2.95

Mean value

My use of online payment services allows other to see me as I would ideally like them to see me

I can talk about online payment services for a long time

I like to update related news about online payment services

Online payment services help me to attain the type of life I strive for

n=109

The survey result showed that people do not show much interest in online payment service

Risk

▪ Had poor experience in the past, lack of trust

in online channel

Thinking all services are the same:

▪ Depending on role: e.g. develop one new

deposit product

Others reasons

▪ No demand, no updated information, etc...

Why there is a lack of interest? Rating the interest

Direct asking

▪ People rate their interest in the service 7 out of

10

Indirect asking

▪ All four statements below average point (3.5),

means that people are not involve

The involvement research highlights

▪ Indirect questions result in more reliable data...


Guidelines for identifying reasons to involve people

Why users involved

3 2 6 5 4

▪ Relationship-driven approach

that demonstrates understanding

of needs

▪ Large appetite to unlimited target

groups and industries

▪ Very low pricing for transfer fee

as well as annual fee

▪ Speed: Faster times and can

track the situation of transaction

by email, sms, transaction code

▪ Simplicity: Easy to deal with –

reluc-tance to submit many

documents and track back

▪ Customized solutions tailored to

their needs, e.g., hightech

concentration; Collections;

Rates Hedging

The average score fluctuation between

6.89 to 7.28 indicates a positive sign

that users are dedicated

8 7 10 Positive 9 1 Negative 0

(n=106)


Price sensitivity meter indicates the range of acceptable annual fee between 4.54 to

9.76 Euro

Applying Van Westendorp's pricing approach, the amount between marginal cheapness (4.54€) and point of

marginal expensiveness (9.76€) is relatively small which is only 5.22€

Price implication

▪ In the short term, this

small pricing

difference can be an

advantage not to enter

the price stress

▪ In the long term, pricing

scheme depends on the

target market and the

firm's vision to set the

right price

Point of Marginal Cheapness:

Optimal Price Point:

Indifference Price Point:

Point of Marginal Expensiveness:

4,54 (4-5)

6 (6-7)

9,65 (9-10)

9,76 (9-10)


Understanding marketer's evaluation about online banking

Dimension

Accurate execution

Confidentiality of information

Website interface

Online customer support

Processing time

Valuation according to 5 major dimensions

1.09

Std Dev

1.21

1.34

1.00

1.13

4.06

Mean

4.58

4.54

4.24

3.90

n=78, min = 1, max =6

SOURCE: Team analysis

▪ The priority

requirement is

processing the

payments properly

▪ Secondary is to

protect data and

ensure

confidentiality

▪ Next, the website

design, support

and time process

are also very

important

Key findings in survey

evaluation


Assessing brand recognition and user's confidence in using the service by

analyzing risk and differentiation

0%

10%

20%

30%

40%

50%

60%

70%

80%

Risky No risk No comment

Risk in online payment services

n=63

0%

10%

20%

30%

40%

50%

60%

70%

Alike Not alike No comment

Differenciation in online payment services

n=63

▪ 67% people responded that services are no

risk compare to non online

▪ 62% respondent suppose service providers

are not alike

9.5% of respondents rate risk

as an important issue that

needs to be solved because

it has a direct negative effect

to user's confidence

14.86% customers think all

service is alike, should

downtrend the alike scales to

run business in competitive

market

Need a better method to

survey around 20%

respondents who neither

know nor comment about

risk and differentiation


Whether customer's make decision to shift to online transaction

environment is mainly based on the confidentiality of the information

1. Focusing on transaction confidentiality is the most important factor

2. Reducing the transaction cost

3. Faster transaction time

3 key decision highlights which customers consider most important are:

No. of customers considering confidentiality (blue) is almost 3 times higher than transaction cost (green) and 3 times higher

than processing time (orange)

Decision Baseline by asking 74 people how did they decide to choose between online via non-online services


Analyzing users' overall experience and expectations. How user valuates the

services?

What users said What users value

“The online payment allow you to

save time or shop online faster

and easier. It also safe and secure

because you always have a

receipt after each payment. I love

to use it and love to show people

the way to use it as well"

- Respondent

▪ Safe and secure with clear record by

having receipt

▪ Development and growing tendency

of the services

▪ Advantages of payment for shopping

online

"It's a pretty awesome way for

purchasing goods and it's safe"

- Respondent

Overall experience

n=74

(%)

5

5.5%

6

8.1%

50

67.6%

13

17.5%

1

1.3%

▪ 85.1% users has good overall

experience

Very dissatisfied Dissatisfied Neither satisfied

nor dissatisfied

Satisfied Very satisfied


The negative Net Promoter Score at -11,99% is unfavorable

The Net Promoter Score is affected primarily by 3 factors which are the service ifself, users

and the market

Performance problem

Lack of

interest Highly

competivive

market

▪ Prefer other

payment methods

▪ Don't want to

change payment

behavior

▪ Various payment

channels narrow

down the market

share

▪ Takes a long duration to transfers sometimes

▪ Need more confidentiality and security of data

▪ Need common standards authorized by TÜV or ISO.

Service

Users

Market


Apart from a few customers satisfied with the service, the majority of

customers provided feedback with highlights focused on "Safety, faster

transactions, and confidentiality information" to improve the service quality

Bigger text indicates that 74 customers mentioned that word frequently as part of their response

"The real weakness of online

payment services is the

vulnerability of its database

which is naturally given.

Therefore those services really

need to focus on confidentiality

and security of its data"

- Respondent

"The online payment allows you to save time or shop online faster and easier. It is also safe and secure because you always have a receipt after each payment. I love to use it and love to show people the way to use it as well"

- Respondent


Contents

Management summary 1

Field report 2

Analyzing data 3

Conclusion 4


There are 3 major challenges we experienced during design and conducting

the survey. These were: people, tools and approach

▪ Characteristics of the survey

and performance reviews

▪ None of the team members

have experience of marketing

or conducing a survey before

▪ Take time to understand and

get used to the system (ex.

illustration of banners,

sounds...)

▪ Unclear ideas about next

milestones in linking data to

analyzing

▪ Non-consistent answers

because the topic is new or

not of interest to people

▪ Huge gap of thinking and

sharing between experts and

normal users

▪ Respondents had difficulty

during survey process (ex.

server down, design mistake,

non-English speakers...)

▪ Hard to pick the best time to

send out the survey due to

different time zone in five

continents

Design team had

little

experience

Approaching people

to fill in the survey

Test.Questfox

web doesn't always

work properly

Issue found:

▪ Server down

▪ Interface change

▪ Lack of tool, theme, function.

Click "save" button to complete

every small change

▪ Error when rechecking the

answers at Price Sensitivity

Meter

▪ Have to add CSS code to design

▪ The screen resolution in pixel

may result in different looks in

different computer

▪ Password n/a in the old version

Require well defined target

group respondents and

motivate people to be more

involved

Sharing and asking to maximize

capacity of the analyzing tools

Need to understand concepts &

good practices on survey

management


Conclusion

What does the survey do What the survey does not do

▪ A positive side of using online marketing

is a decrease in time and cost

▪ Can get good data record by IP track,

personal information, readable

information and concise answers

▪ Develop a set of materials and cases

which can link to other source of

research

▪ Achieve a measurable goal in the field-

research, people feel more free and

comfortable to describle what they really

think

▪ Build skills in students to role out the

program to further batches (thesis,

working life, marketing mindset)

▪ Improve collaboration between theory

(involvement scale, respond

management..) and practise measuring

and analyzing data in (%, respondents...)

▪ Doesn't work in some locations with

non hightech base and infractucture

(low internet, unfamiliar with

computer skills..)

▪ Hard to measure respondent

attitudes (e.g. listening to feedback in

a more detailed way)

▪ Create a sceptical attitude by asking

unknown people to click into the link

▪ Don't know if the respondent's are

really in the target group or they may

be competitors, other market

surveyors

▪ Programming issues causing

inconsistent survey results (e.g.

server down)


Infographic link

https://infogr.am/involvement-in-online-payment-services?src=web

@











2/23/2014 questfox - project structure

http://test.questfox.com/admin/ShowProjectStructure.aspx 1/8

Detailed Project Overview: "12 Involvement in online payment services"

Date: 23.02.2014, 19:09

Client area: MIB_2013_HTW_Berlin

Description:Huong Dinh, Phuong Nguyen, Raka, Ismat

Project intro:

Dear Sir/Madam,

We would like to invite you to complete the following survey about online payment services. This short survey seeks to obtain

feedback from customers. By understanding your needs and hearing your suggestions we will be able to improve our services and

assist you better.

The survey will take about 7 minutes to complete. We thank you for time.

Best regards,

Marketing Project Team

HTW Berlin

Q1: Have you ever used online payment services?

Pre-Test Comments:Vertical scale better

Do people know what an online payment system is?

Have you ever used online payment services (paying or purchasing via Internet)?

Yes

No

Input not valid

Q2: Do you plan to use online payment services in the future?

Do you plan to use the online payment services in the future?

http://www.questfox.com/

http://test.questfox.com/admin/showAllVariables.aspx



Yes

No

May be

Input not valid

Q3: What types of following online payment services do you use?

What types of following online payment services do you use?

Square V.me by Visa Braintree

Google Wallet Intuit GoPayment Stripe

Dwolla Serve, from American Express Other (please specify)

Amazon Payments Samurai, by Feefighters

PayPal Authorize.Net

2CheckOut Worldpay

Skrill (before Moneybookers) Eway

WePay Icepay

Input not valid

Q4: How frequently do you use online payment services?

Pre-Test Comments:Is it on a time axis? I think it is more related to the times I shjop online. I would ask in percent of the times someone shops online

How frequently do you use online payment services?

Daily

Weekly

Monthly



Occasionally (a few times per year)

Rarely

Input not valid

Q5: Involvement Scales - interest

Pre-Test Comments:Horror colors. What happened? What does 1 to 8 as a question stand for?

How would you rate your interest in each of the following descriptions about online payment services?

"10" means you have a lot of interest in using online payment service and "0" means you have none at all

Unimportant Important

Of no concern to me Of concern to me

Irrelevant Relevant

Useless Useful

Not beneficial Beneficial

Worthless Valuable

Uninterested Interested

Please move the slider to answer the question

Q6: Involvement: How much do you agree with each of the following statements?

Pre-Test Comments:spelling items are not related to payment

"I understand the features well enough to evaluate the system" of what???

"Use of this product helps me behave in the manner that I would like to behave"??? singular now?

How much do you agree with each of the following statements?

Strongly disagree Disagree Neutral Agree Strongly agree

I can talk about online payment services for a long time

6 . 0

6 . 0

6 . 0

6 . 0

6 . 0

6 . 0

6 . 0



Online payment services help me to attain the type of life I strive for

My use of online payment services allows other to see me as I would

ideally like them to see me

I like to update related news about online payment services

Input not valid

Q7: Price Sensitivity

Pre-Test Comments:spelling items are not related to payment "I understand the features well enough to evaluate the system" of what???

"Use of this product helps me behave in the manner that I would like to behave"??? singular now?

Please input the annual fee to use online payment services, in which you think:

Please input valid numbers between 0 to 100. Too cheap < cheap < expensive < very expensive. Example ( too cheap: 1, cheap: 5, expensive: 10, very expensive: 15)

too cheap €

cheap (good value) €

expensive €

too expensive €

too cheap < cheap < expensive < very expensive

Q8: Transaction time

Pre-Test Comments:what scale level do you use here?

Please indicate the maximum amount of time you can spend to have an online payment done?

Less than 2 mins

3-5 mins

6-8 mins

9-11 mins

12-15 mins

More than 15 mins

Input not valid



Q9: How would you evaluate online payment services?

Pre-Test Comments:what scale level do you use here?

How would you evaluate online payment services you have used?

Very poor Poor Quite poor Quite good Good Very good

Processing time

Online customer support

Website interface

Confidentiality of information

Accurate excecution

Input not valid

Q10: Risk & compare provider alike?

Do you think that the various online payment services available in the market are all very alike or are all very different?

I don't know

They are alike They are all different

Please move the slider or click in the check box to answer the question

Compare to non-online payment, would you say that I don't know

Online payment is less risky Online payment is more risky

Please move the slider or click in the check box to answer the question

T11: Decision Tree Online vs Non-online Payment

Maximum Number of Questions: 3Uses AHP-Scale for Alternatives

Attributes:

Online Payment vs Non-online Payment

lev el: 0 no. 1

mode: f ull

Description:

Question Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:

Processing time

lev el: 1 no. 1

mode: f ull

Description:

Question Text: Which factor is more important to you when choosing a payment method?

Question Text SuperScale:

Confidentiality/SafetyDescription:

2 . 0

2 . 0



Confidentiality/Safety

lev el: 1 no. 2

mode: f ullQuestion Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:

Transaction cost

lev el: 1 no. 3

mode: f ull

Description:

Question Text: Which factor is more important to you when choosing a payment method?Question Text SuperScale:

Alternatives:

"input not valid"-Text: Versus-Text: vs.

Q12: Overall experience

Pre-Test Comments:Star rating really working? did not use before. Please check if you really receive answers here

Overall, how would you rate your experience with the online payment services?


Q13: Would you recommend online payment services to your family, friends, colleagues etc.? (NPS)

Pre-Test Comments:Do not make me scroll or people will quit What is the background scale? 1 to 10???

Why is the text left far away from the scale?

Do people really need to know your internal numbering? 9.4. as important info?

Would you recommend online payment services to your family, friends, colleagues etc.?


Q14: Customer feedback

Pre-Test Comments:Question is not in appropriate language

Please give your comments to improve online payment services

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3 . 0

6 . 0



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Q15: Gender

Please choose your gender

Female

Male

Do not want to tell

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Q16: Which year were you born?

Which year were you born?

-please choose-

Please click at the drop down button to choose the year (0 < birthyear < 2000)

Q17: Nationality

Your nationality is:

-please choose-

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Sehr geehrte Frau {name},/Sehr geehrter Herr {name}, hiermit möchte ich Sie bitten, an unserer aktuellen Befragung teilzunhemen. Folgender Link führt Sie direkt zuronline Befragung. {link} Diese Studie wird nicht mehr als 10 Minuten min Ihrer Zeit in Anspruch nehmen. Die Studie wird anonym durchgeführt, Ihre Antworten werdennicht Ihrer Person zugeordnet. Dear {name}, We would like to ask you to participate in our online survey. The following link will guide you to the survey. {link}Completing this questionnaire takes approximately 10 minutes. Reponses are completely anonymous.

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Sehr geehrte Frau {name}/Sehr geehrter Herr {name}, wir haben Sie vor ca. einer Woche bereits zu unserer Online-Befragung per E-Mail eingeladen. Heute erlaubenwir uns, Sie an Ihre Teilnahme zu errinnern. Folgender Link ist immer noch gültig und führt Sie direkt zur Befragung. {link} Diese Studie wird nicht mehr als 10

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Text: Sehr geehrte Teilnehmerin, sehr geehrterTeilnehmer der Studie, Sie haben an einer von questfox durchgeführten Studie teilgenommen und haben dortIhre E-Mailadresse angegeben, um Ihren persönlichen Report zu erhalten. Sie erhalten mit dieser Mail Ihre individuelle Auswertung als PDF im Anhang. Vielen Dank fürIhre Teilnahme und viel Spass bei der Lektüre. Mit freundlichen Grüssen Ihr Team pangea labs GmbH Weissbadstrasse 1 CH-9050 Appenzell www.questfox.com

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Involvement in Online Payment Services Management Report