Appendixes

This research is conducted for academic purposes only. So please do not hesitate to
answer. Your information will be kept confidential.

Personal Information

1. Customer Name:
4. Income per month:
2. Gender
5000-15000 Taka
Male Female
16000-25000 Taka
3. Age: 15-25
26000-35000 Taka
26-35
36000 and above
36-45

46 and above

5. Occupation ________________

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1 2 3 4 5
Strongly Disagree Neither Agree Agree Strongly
Disagree nor Disagree Agree

Please circle the number, which most closely responds to your thinking.

6. I believe that AB Bank is honest to me. 1 2 3 4 5

7. I think AB Bank is trust worthy. 1 2 3 4 5

8. AB Bank is very thoughtful about my well doing. 1 2 3 4 5

9. On critical situation 1 can rely on AB Bank. 1 2 3 4 5

10. I believe that AB Bank will point out the best 1 2 3 4 5

alternative for me any time.

11. AB Bank is capable to satisfy my needs. 1 2 3 4 5

12. AB Bank knows its business. 1 2 3 4 5 i

13. AB Bank can solve my problem. 1 2 3 4 5

14. In critical situation I feel well advice by AB Bank. 1 2 3 4 5

15. I believe that AB Bank employs well educated. 1 2 3 4 5

16. Overall I am satisfied with AB Bank. 1 2 3 4 5

17. The product and services of AB Bank 1 2 3 4 5

Meet my explanation.

18. I did not have good experiences with 1 2 3 4 5

AB Bank.

19. My decision for AB Bank is right. 1 2 3 4 5

20. AB Bank offers exactly what I need 1 2 3 4 5

Customer loyalty.

21. I can highly recommend AB Bank. 1 2 3 4 5

22. I like to be a customer of AB Bank. 1 2 3 4 5

23. I think AB Bank fits to me. 1 2 3 4 5

24. If I could decide again, would choose 1 2 3 4 5

AB Bank again.

25. I can identify myself with AB Bank. 1 2 3 4 5

Photo of customer:

ii

Thank you for your cooperation.