A STUDY ON CUSTOMERS LOYALTY IN BANKING AT CUDDALORE

DIMENSIONS

PERCEIVED QUALITY

BANK IMAGE

VALUE OF THE BANK CUSTOMER SATISFACTION

SWITCHING (OVER) COST

CHOOSING

COMPETITIVE ADVANTAGE CUSTOMER LOYALTY

A STUDY ON CUSTOMERS LOYALTY towards BANKING AT CUDDALORE

(With special reference to xxxx and yyyy)

QUESTIONNAIRE

PERSONAL DATA:

Name:

Age:

Gender:

Occupation:

Area: Urban [ ] Suburban [ ] Rural [ ]

Monthly Income:

Please, indicate your response in the appropriate box:

IMAGE OF THE BANK:

1) I believe that the Image of the Bank is…..

Strongly Disagree

Disagree Neutral AgreeStrongly Agree

1a) Widely-known          1b) Stable          1c) Trustworthy          1d) Reliable          

1e) Unique compared to others          

COMPETITIVE ADVANTAGE:

5) I feel the Competitive Advantage of the Bank is its…..

Strongly Disagree

Disagree Neutral AgreeStrongly Agree

5a) Excellent service quality          5b) Usage of latest technology          5c) Effective advertisements          5d) Unique and distinctive products          

5e) Competitive pricing compare to others          

VALUE OF THE BANK:

2) I feel that value of the Bank lies in its….

Strongly Disagree

Disagree Neutral AgreeStrongly Agree

2a) Efficient services          2b) Offering latest electronic products          2c) Listening to consumer’s needs          2d) Convenient branch locations          2e) Flexible banking policies          2f) Many branch locations          2g) Fair method of setting fees          2h) Extended banking hours          

SWITCH OVER (COST):

3) I would not switch over because….. Strongly Disagree

Disagree Neutral AgreeStrongly Agree

3a) My Bank is able to provide products /services I need          3b) I see little advantage in switching          3c) Switching would be too disruptive/ inconvenient          3d) I have good relationships with my bank          3e) They receive incentives from their banks          3f) They use a variety of products from their banks          

CHOOSING:

4) I have chosen this Bank because….. Strongly Disagree

Disagree Neutral AgreeStrongly Agree

4a) It is able to meet consumer’s changing needs          4b) Prices of services were acceptable          4c) It has convenient branch locations          4d) It offers a variety of products          4e) It has a reputation of superior service quality          4f) It has a favourable image          

PERCEIVED QUALITY:

6) Perceived Quality towards my Bank Highly dissatisfied

Dissatisfied Neutral SatisfiedHighly Satisfied

Tangible Perceived Quality:          6a) Accuracy of banking records          6b) Accuracy of transactions          6c) Access to electronic transactions          6d) The staff who deliver the service          6e) Physical appearance of the branches          6f) Convenience of branch locations          Intangible Perceived Quality:          6g) The efficiency of customer service          6h) Bank solve customers' problems at time          6i) Courtesy to customers          6j) The bank’s effort to inform consumers about new products and services          6k) Pricing          

FACTORS OF CUSTOMER LOYALTY:

The following factors boost my loyalty towards my current Bank

7) The following factors boost my loyalty towards my current Bank Strongly

DisagreeDisagree Neutral Agree

Strongly Agree

7a) Image of the Bank          7b) Value of the Bank          7c) Switching Cost          7d) Choosing          7e) Competitive Advantage          7f) Perceived Quality