The Effect of Customer Satisfaction, Service Quality, Brand

Image and Customer Trust on Customer Loyalty in The

Banking Sector

Questionnaire:

Q.1) Age
• 18-30
• 31-45
• 46-60
• above 60

Q.2) Gender
• Male
• Female
• Prefer not to say

Q.3) Marital status

• Married
• Unmarried

Q.4) Educational qualification

• Undergraduate
• Post Graduate
• Others
Q.5) Annual household income
• Under 2,00,000
• 2 Lakhs – 15 Lakhs
• 16 Lakhs – 30Lakhs
• 31 Lakhs – 45Lakhs
• 45 Lakhs and above

Q.6) Sector
• Public
• Private

Q.7) Type of account

• Current account
• Savings account
• Other account

Likert Scale Questions:

Q.8) Customer satisfaction

a) The bank's products and services that they offer always meet my
expectations?
b) The bank that you currently operate finds satisfactory solution to problems?
c) On my experience with other banks, I find the services of this primary bank
more satisfactory?
Q.9) Service quality
a) The bank that you operate looks for ways to offer better service quality?
b) How much do you agree that services requested by the customers are carried
out as soon as possible?
c) How much do you agree that customer complaints and suggestions are taken
into consideration in order to improve service quality in the bank you
operate?

Q.10) Brand image

a) The bank that you currently operate has a better image than its competitors?
b) The bank that you currently operate is well established?
c) Brand image of the bank you operate influence the intention of using
banking services by the customers?

Q.11) Customer trust

a) All the information is kept confidential in the primary bank you operate?
b) The bank that you currently operate is trustworthy?
c) The bank that you operate is reliable?

Q.12) Customer loyalty

a) Will continue to operate with this bank in the future?
b) Consider the bank that I operate as my preferred choice?
c) Would recommend my relatives, family and friends to operate with this
bank?