Questionnaire

As a part of my research work I am conducting a survey. Please complete the questionnaire by

indicating the extent to which you agree and disagree with each statement. I assure you your
response will be highly valued and will remain completely confidential, anonymous and will be
used only for the academic purpose. There is no right or wrong answers. Please answer each
question as honestly as you can. It is most important that you answer ALL questions.

Please respond to each of the items below Slightly Slightly

Strongly Neutral
by circling the one number. Disagree Disagree Agree
Disagree

Customer Value
1 The company made it easy for me to 1 2 3 4 5
handle my issues
2 I feel that the organization would 1 2 3 4 5
handle consumer’s comment timely and
sincerely.
3 I feel that an organization services 1 2 3 4 5
possesses a positive symbolic meaning.
4 I feel that an organization services can 1 2 3 4 5
relate to the pleasant experience.
5 Switching from one bank to another 1 2 3 4 5
bank service would cause too many
challenging.
Customer Retention
6 How would you rate the overall 1 2 3 4 5
satisfaction with the products?
7 The product and did they meet your 1 2 3 4 5
needs and expectations regarding
quality and expectations.
8 Direct purchase do you prefer to 1 2 3 4 5
purchase your products.
9 Comparing another company service do 1 2 3 4 5
you think that an organization service
have a good quality.
10 An organization plans, procedures are 1 2 3 4 5
understandable easily
Customer Services
11 Does service organization have a good 1 2 3 4 5
reputation?
12 Are document and other information 1 2 3 4 5
provided for the client held securely?
13 Can client be confident that service 1 2 3 4 5
provided was done correctly?
14 Are service providers showing 1 2 3 4 5
politeness, respect, consideration and
friendliness?
15 Does staff refrain from acting busy or 1 2 3 4 5
being rude when clients ask questions?
Delivery of Product
16 I think shopping on the internet saves 1 2 3 4 5
time.
17 You think the delivery reliability should 1 2 3 4 5
be specified.
18 The description of products shown on 1 2 3 4 5
the websites are very accurate
19 It is more difficult to shop on the 1 2 3 4 5
internet.
20 Selection of goods available on the 1 2 3 4 5
internet is very broad.
Consumer Buying Behavior
21 Do advertisement and promotion 1 2 3 4 5
influence your buying decisions?
22 Consumer buying behavior, promotion 1 2 3 4 5
scheme are easy to understand.
23 Attractive price of product affects 1 2 3 4 5
consumer buying behavior.
24 Hording and pamphlets of product help 1 2 3 4 5
me in impulse buying.
25 Emotional attachment with the product 1 2 3 4 5
is a motivational factor to buying a
product.