KPMG Bahrain is conducting a survey to learn more about how consumers in Bahrain make payments and their preferences for the various payment methods available in the market. 


Any information you will provide will be treated with strict confidentiality. All answers will be analyzed in aggregated form only and will only be used for purposes of this study.

A note on privacy:
This survey is anonymous.
The record of your survey responses does not contain any identifying information about you, unless a specific survey question explicitly asked for it. If you used an identifying token to access this survey, please rest assured that this token will not be stored together with your responses. It is managed in a separate database and will only be updated to indicate whether you did (or did not) complete this survey. There is no way of matching identification tokens with survey responses.
 

A note on privacy
This survey is anonymous.
The record of your survey responses does not contain any identifying information about you, unless a specific survey question explicitly asked for it. If you used an identifying token to access this survey, please rest assured that this token will not be stored together with your responses. It is managed in a separate database and will only be updated to indicate whether you did (or did not) complete this survey. There is no way of matching identification tokens with survey responses.

Socio-demographic profile

Please specify your socio-demographics:
Gender
Male
Female
Prefer not to say
No answer
Age:
20 and below
20 to 25
26 to 35
36 to 45
46 to 55
Above 55
Prefer not to say
No answer
Nationality: 
Bahraini
Expat
Prefer not to say
No answer
Profession: 
Student
Private sector employee
Public sector employee
Business owner
Retired
No answer
Do you have a credit card?
Yes
No
No answer
Do you use online/internet banking?
Yes
No
No answer
Do you use a mobile wallet?
Yes
No
I don't know what a mobile wallet is
No answer

Online Purchase Behavior

How often do you shop for good and services online? (i.e. Food, Apparel, Accessories, etc.)
Many times in a month
Few times a month
Few times a quarter
Infrequently
Never
No answer
How frequently do you interact with your bank? 
  Many times a month Few times a month Few times a quarter Infrequently No answer
Bank’s Branches
Many times a month
Few times a month
Few times a quarter
Infrequently
No answer
Bank’s Website
Many times a month
Few times a month
Few times a quarter
Infrequently
No answer
Bank’s App
Many times a month
Few times a month
Few times a quarter
Infrequently
No answer
How satisfied are you with your bank’s website?
Extremely satisfied – I use it frequently
Not great but serves the purpose
Needs significant enhancement
My bank does not have a website
I don’t know if my bank has a website
No answer
How satisfied are you with your bank’s mobile app?
Extremely satisfied – I use it frequently
Not great but serves the purpose
Needs significant enhancement
My bank does not have a mobile app
I don’t know if my bank has a mobile app
No answer
Would you shift your primary bank account if you were offered a better digital experience (i.e. convenience, simplicity, automation and interaction)? 
Yes, definitely
Maybe
No
No answer
Would you consider banking with digital only banks? (i.e. no branches, only web and mobile access)
Yes, definitely
I’m not sure
No, Never
No answer
Which feature would most improve your digital banking experience?
Secure and simple login
Personal finance management – check balances, history, savings goals, payment services, etc.
Chatbot for customer service
NFC (Near Field Communication)
QR code payments
Lifestyle promotions and rewards
Other:
What expression comes to your mind first when you think of your bank?

If there were one thing that you would want your bank to change, what would it be?

Would you recommend your bank to a friend?
Yes
No
I’m not sure
No answer

Consumer Payments Behavior

How would you rate following payment methods on simplicity and convenience factors?

  Strongly Agree Agree Disagree Strongly Disagree No answer
A. Cash
Strongly Agree
Agree
Disagree
Strongly Disagree
No answer
B. Credit card
Strongly Agree
Agree
Disagree
Strongly Disagree
No answer
C. Debit card
Strongly Agree
Agree
Disagree
Strongly Disagree
No answer
D. Funds transfer
Strongly Agree
Agree
Disagree
Strongly Disagree
No answer
E. Mobile wallets
Strongly Agree
Agree
Disagree
Strongly Disagree
No answer
When it comes to choosing how to pay, what factors influence your payment method? 
  All the time Sometimes Hardly ever Never No answer
The opportunity to earn reward points
All the time
Sometimes
Hardly ever
Never
No answer
The opportunity to get discounts
All the time
Sometimes
Hardly ever
Never
No answer
Cashback offers
All the time
Sometimes
Hardly ever
Never
No answer
Quicker way to pay (e.g. real-time online funds transfer)
All the time
Sometimes
Hardly ever
Never
No answer
More convenient to me
All the time
Sometimes
Hardly ever
Never
No answer
It is the only choice available
All the time
Sometimes
Hardly ever
Never
No answer
Trust (I am worried about the security and data privacy)
All the time
Sometimes
Hardly ever
Never
No answer
Which method of payment do you predominantly use for
  Cash Cheque Credit card Debit card Mobile wallet Online Bill Payment Kiosk (e.g. SADAD, TAM) Other No answer
House Rent
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Household Utility / Government bills
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Household Maintenance
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Lifestyle (Eating out, events, etc.)
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Goods (Furniture, Fashion and Apparel)
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Domestic helper salaries
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Transport (incl. Petrol)
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Paying friends & family
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
Health & Medical
Cash
Cheque
Credit card
Debit card
Mobile wallet
Online Bill Payment
Kiosk (e.g. SADAD, TAM)
Other
No answer
How important is each of the following criteria to you in using a mobile wallet?
  Strongly agree Agree Disagree Strongly disagree No answer
Widely Accepted / Available
Strongly agree
Agree
Disagree
Strongly disagree
No answer
Security and comfort when using
Strongly agree
Agree
Disagree
Strongly disagree
No answer
Convenience and speed
Strongly agree
Agree
Disagree
Strongly disagree
No answer
Financial management (record keeping)
Strongly agree
Agree
Disagree
Strongly disagree
No answer
Good incentive offered to use it (e.g. discounts, points, cash back)
Strongly agree
Agree
Disagree
Strongly disagree
No answer
No need to top up the mobile wallet
Strongly agree
Agree
Disagree
Strongly disagree
No answer
How often do you transfer money to your peers in Bahrain?
Frequently (at least once a week)
Occasionally (at least once a month)
Seldom (at least once every three months)
Rarely (once to three times a year)
Never, I prefer to use cash to pay money to my friend
I am not aware such a facility is available
No answer
How much, per transaction, do you typically transfer to your peers (friends & family) in Bahrain?
BD 10 and below
BD 11-25
BD 26-50
BD 51-75
BD 76-100
Above BD 100
No answer

Future of payments in Bahrain

Which factors would be most likely to persuade you to shift from cash to other payments methods in the future? 
Government push towards cashless payments
Simple convenience
Flexibility (e.g. being able to choose debit, prepaid or credit payment instantly)
Being offered attractive rewards and incentives
Personal desire not to carry cash with me
A more safe and secure payment technology
Better record keeping and financial management
Widespread marketing and visibility by other payment method promoters
Other:
In the future, what do you think will be the main challenge that might prevent you from changing from cash to other payment methods? (Choose three)
Prefer physical money
No need to use non-cash payment options
Fear of fraudulent transactions and financial loss
Fear of overspending
Fear about privacy/identity fraud
The costs of having other payment methods (e.g. interest rates, annual fee etc.)
No merchants will accept the other payment method
Other:
In the future, do you see cash eventually being replaced by mobile wallets or other cashless methods as popular ways to make payments?
Very likely
Quite likely
Not very likely
Not likely at all
No answer
In the future, do you see yourself doing more or less of the following
  More Less No answer
A. Paying with Credit and Debit Cards
More
Less
No answer
B. Using a smartphone as a payment device (e.g. mobile wallets)
More
Less
No answer
C. Paying by cash
More
Less
No answer
D. Paying by electronic cheques
More
Less
No answer

©2019 KPMG Fakhro, a Bahrain partnership registered with the Ministry of Industry, Commerce and Tourism (MOICT), Kingdom of Bahrain and a member firm of the KPMG network of independent member firms affiliated with KPMG International Cooperative (“KPMG International”), a Swiss entity. All rights reserved.