Questionnaire

Bank Name
Type of account
Gender

Drivers
Integrity

Benevolence

Ability

Emotional Engagement

Cognitive engagement

Behavioural engagement

Brand loyalty
 Questionnaire

Questions
I have a sense of justice at my bank
My bank always sticks to its words
My bank tries hard to be fair when dealing me
I like the values of my bank
My bank's employees behaviour are guided by sound principles
My bank is very concerned about my welfare
My needs and desires are very important to my bank
My bank does not do any thing to hurt me
My bank provides me services that are important to me
My bank will go its way out to help me
My bank is capable of meeting my needs and expectations
My bank employees have knowledge about products and services of the bank
I feel very confident about my bank's employees skill
My bank's employees have specialised capabilities that increase my satisfaction
I am enthusiastic in relation to using the services of my bank
I feel energetic in contact with my bank
I feel positive about my bank
When it comes to banking services, my mind is very focussed on my bank
I focus a great deal of attention to my bank’s marketing communications
I become absorbed by my bank and its services
I exert my full effort in supporting my bank
I am very active in relation to using the services of my bank
I try my hardest to perform all my banking transactions with my bank
I would recommend my bank to friends
I will patronise other services from this bank
I will continue to bank with my bank
I will continue to bank even if their charges exceeds the average charges
e

Strongly Disagree Disagree Neutral Agree Strongly Agree