Brand Loyalty Questionnaire 1. Personal Details: Name: Age: a. 20-30 b.30-40 c.40-50 d. Above 50 years Sex: a. Male b.

b. Female Address: Phone Number: Email id: 2. How long have you been using SBIs services? a. 1 year b.1-3 years c. More than 3 years 3. What banking services have you been using from SBI? a. Personal b.Business c.Personal & Business 4. Type of Services (Please tick the services that you have been using with the bank) SBI Term Deposits SBI Recurring Deposits SBI Housing Loan SBI Personal Loan SBI Car Loan Loan Against Shares and Debentures SBI Educational Loan Life Insurance Mutual Fund Investment Others (Please Specify) 5. Frequency of transactions (times/month): a.1-5 times b.5-10 times c.More than 10 times 6. Based on your own experience, how would you rate your satisfaction with the banking services of SBI? a. Very Dissatisfied b. Dissatisfied c. Fair d. Satisfied e. Very Satisfied 7. Why do you choose SBI? Rate the following customer values according to your experience with SBI. (1 = Strongly Disagree, 5 = Strongly Agree) Service Variety 1 2 3 4 5 Convenience 1 2 3 4 5 Price 1 2 3 4 5 Quality 1 2 3 4 5 Internet Services 1 2 3 4 5 Feel 1 2 3 4 5

Trust 1 2 3 4 5 Reputation 1 2 3 4 5 Reward Programs 1 2 3 4 5 Switching Cost 1 2 3 4 5 8. Reasons for Dissatisfaction (Please tick the factor that causes dissatisfaction): Wait too long Too few branches Too few ATMs Others 9. Do you have an emotional attachment with SBI? a. Yes b. No 10. Do you prefer to maintain long term relationship with SBI? a. Yes b. No 11. Will you remain committed to SBI even though price increases and popularity declines? a. Yes b. No 12. By offering rewards for you to engage with the brand regularly, would this help you develop a closer relationship and increase your brand loyalty with SBI? a. Yes b. No 13. What will you do if the SBIs banking services are unavailable at your nearest branch due to some reason? a. Look for services from other bank b. Look for services from the same bank but at other branch c. Delay till the services is available at your nearest branch till next time 12. Would you recommend your brand to your friends and family? a. Yes b. No 13. Do you expect to purchase other additional services like e-tax, e-file, security services etc from the bank? a. Yes b. No