QUESTIONNAIRE

1=Strongly Disagree while 7=Strongly Agree

1. Corporate Social Responsibility (CSR)

1. The bank is committed in using a portion of its profits to nonprofit activities. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

2. The bank gives back to the communities in which it does business. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

3. The bank integrates charitable contributions into its business activities. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

4. The bank is involved in corporate giving for social works. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

5. The bank is doing business in an ethical way. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

6. The bank supports good causes. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

7. The bank having too many standards, codes and guidelines. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

8. The bank has environmental friendly policy and objectives. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

2. Firm Communications

9. In general, advertising for this bank is very good. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

10. In general, people like the advertising campaigns for this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

11. The advertising campaigns for this bank are frequently conducted. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

12. Bank services are intensively advertised compared to its competitive banks. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

3. Brand Familiarity

13. I had heard of this bank before. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

14. I recognize this bank very well. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

15. I have all the information about this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

16. I have much knowledge of bank’s services. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

17. I purchase these services frequently. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

18. I have much experience of this bank 1□ 2□ 3□ 4□ 5□ 6□ 7 □

4. Non Firm Communications

19. In general, information on media about this bank is good. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

20. Media speak highly for this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

21. Media speak higher for this bank than for competing banks. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

22. Family/acquaintances think highly of this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

23. Family/acquaintances speak higher for this bank than its competitors. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

24. Family/acquaintances opinion for this bank is positive, in general. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

25. I often consult other consumers, who have a good experience with this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

26. I often read the online reviews to know the impressions, this bank has made in the mind 1□ 2□ 3□ 4□ 5□ 6□ 7 □
of customers.

27. I would recommend this bank to my family/acquaintances due to its best services. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

5. Firm Reputation

28. The bank fulfills the promises that it makes to its customers. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

29. I believe that the reputation of this bank is better than the rest of the banks. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

30. The bank is well known for its high quality services. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

31. Appearance of physical facilities in the bank is excellent. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

32. Visual appeal of the material associated with the service is good. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

33. Bank staff shows willingness to help me for my queries. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

34. Bank is providing me its services at the right time. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

6. Security

35. The bank is completely secure in processing transactions. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

36. My deposits to this bank are completely safe and secure. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

37. The bank is reliable for securing customer’s data. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

38. I would not feel totally safe providing personal privacy information. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

39. When my bank account incurs fraud or the hacker invades, I will have potential loss of 1□ 2□ 3□ 4□ 5□ 6□ 7 □
status in my social group.

40. I am sure that if I decided to use online banking and something went wrong with online 1□ 2□ 3□ 4□ 5□ 6□ 7 □
transactions, my friends, family and colleagues would think less of me.

7. Corporate Image

Service Offered

41. The bank offers an ample variety of products and services. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

42. Services offered by this entity are reliable. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

Location

43. This bank is a well established entity in the locality. 1□ 2□ 3□ 4□ 5□ 6□ 7

44. This bank has a high number of branches. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

45. Branches of this bank are close to my home/workplace. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

Global Impression

46. The bank is honest. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

47. The bank always fulfills its promises. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

48. The bank is a friendly entity. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

49. The bank makes a good impression on you. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

50. The bank inspires confidence. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

Personnel

51. The personnel’s appearance is adequate. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

52. In general, bank staff is friendly and warm. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

53. Bank personnel’s are highly professional. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

54. The bank staff is always at its customer’s disposal. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

8. Brand Attitude

55. My perception about this bank is positive. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

56. My perception about this bank is favorable. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

57. My perception about this bank is good. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

58. Services offered by this bank are effective in nature. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

59. Products and services of this bank are very much helpful to me. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

60. This bank is functionally efficient. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

61. The services offered by this bank are practically useful for me. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

9. Intention to Use

62. It is very likely to use this bank’s services in future. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

63. I would definitely consider it as a preference to use. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

64. It is very probable to make intention to use the services of this bank. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

65. The online services of this bank emotionally force me to purchase those. 1□ 2□ 3□ 4□ 5□ 6□ 7 □

66. Most people who are important to me are purchasing the products and services of this 1□ 2□ 3□ 4□ 5□ 6□ 7 □
bank.

67. Choosing this bank is a very good idea to me. 1□ 2□ 3□ 4□ 5□ 6□ 7 □