A STUDY ON CUSTOMERS LOYALTY IN BANKING AT CUDDALORE

DIMENSIONS

PERCEIVED QUALITY BANK IMAGE VALUE OF THE BANK SWITCHING (OVER) COST CHOOSING COMPETITIVE ADVANTAGE CUSTOMER LOYALTY CUSTOMER SATISFACTION

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 Strongly Disagree Bank is.. 1a) Widely-known 1b) Stable 1c) Trustworthy 1d) Reliable 1e) Unique compared to others COMPETITIVE ADVANTAGE: 5) I feel the Competitive Advantage of the Strongly Disagree Bank is its..
5a) Excellent service quality 5b) Usage of latest technology 5c) Effective advertisements
Disagree Neutral Agree Strongly Agree Disagree Neutral Agree Strongly Agree

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 Disagre e Neutral Agree Strongly Agree

2a) Efficient services 2b) Offering latest electronic products 2c) Listening to consumers 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..

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
Strongly Disagree
Disagree

Neutral

Agree

Strongly Agree

CHOOSING: 4) I have chosen this Bank because..

4a) It is able to meet consumers 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
Strongly Disagree Disagree Neutral Agree Strongly Agree

PERCEIVED QUALITY: 6) Perceived Quality towards my Bank 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 banks 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 7a) Image of the Bank 7b) Value of the Bank 7c) Switching Cost 7d) Choosing 7e) Competitive Advantage 7f) Perceived Quality
Strongly Disagree Strongly Agree Highly dissatisfied Dissatisfied Neutral Satisfied Highly Satisfied

Disagree

Neutral

Agree