12. Carroll, AB (1979). A three-dimensional conceptual model of corporate performance. Academy of management review , 4 (4), 497-505.
13. Carvalho, SW, Sen, S., de Oliveira Mota, M., & de Lima, RC (2010). Consumer reactions to CSR: A Brazilian perspective. Journal of Business Ethics , 91 , 291-310.
14. Chaudhuri, A., & Holbrook, MB (2001). The chain of effects from brand trust and brand affect to brand performance: the role of brand loyalty. Journal of marketing , 65 (2), 81-93.
15. Choi, B., & La, S. (2013). The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery. Journal of Services Marketing , 27 (3), 223-233.
16. Chung, KH, Yu, JE, Choi, MG, & Shin, JI (2015). The effects of CSR on customer satisfaction and loyalty in China: the moderating role of corporate image. Journal of Economics, Business and Management , 3 (5), 542-547.
17. Chung, KH, Yu, JE, Choi, MG, & Shin, JI (2015). The effects of CSR on customer satisfaction and loyalty in China: the moderating role of corporate image. Journal of Economics, Business and Management , 3 (5), 542-547.
18. Coulter, KS, & Coulter, RA (2002). Determinants of trust in a service provider: the moderating role of length of relationship. Journal of services marketing , 16 (1), 35-50.
19. Cronin Jr, JJ, & Taylor, SA (1992). Measuring service quality: a reexamination and extension. The journal of marketing , 55-68.
20. Crosby, LA, Evans, KR, & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence perspective. The journal of marketing , 68-81.
21. Currás-Pérez, R., Bigné-Alcañiz, E., & Alvarado-Herrera, A. (2009). The role of self-definitional principles in consumer identification with a socially responsible company. Journal of Business Ethics , 89 (4), 547.
22. Del Mar Garcia de los Salmones, M., Perez, A., & Rodriguez del Bosque, I. (2009). The social role of financial companies as a determinant of consumer behaviour. International Journal of Bank Marketing , 27 (6), 467-485.
23. Dick, AS, & Basu, K. (1994). Customer loyalty: towards an integrated conceptual framework. Journal of the academy of marketing science , 22 (2), 99-113.
24. Gremler, DD, & Brown, SW (1996). Service loyalty: its nature, importance, and implications. Advancing service quality: A global perspective , 5 , 171-181.
25. Hair, JF Jr. , Anderson, RE, Tatham, RL, & Black, WC (2010). Multivariate Data Analysis , 7th edition . Upper Saddle River. Prentice Hall. New Jersey.
26. Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International journal of service industry management , 7 (4), 27-42.
27. Henrique, JL, & Matos, CAD (2015). The influence of personal values and demographic variables on customer loyalty in the banking industry. International Journal of Bank Marketing, 33(4), 571-587
28. Hornsey, MJ (2008). Social identity theory and self - categorization theory: A historical review. Social and Personality Psychology Compass , 2 (1), 204-222.
29. Jacoby, J., Chestnut, RW, & Fisher, WA (1978). A behavioral process approach to information acquisition in nondurable purchasing. Journal of Marketing Research , 532-544.
30. Jamal, A., & Naser, K. (2002). Customer satisfaction and retail banking: an assessment of some of the key antecedents of customer satisfaction in retail banking. International Journal of Bank Marketing , 20 (4), 146-160.
31. Levy, S., & Hino, H. (2016). Emotional brand attachment: a factor in customer-bank relationships. International Journal of Bank Marketing , 34 (2), 136-150.
32. Lindgreen, A., Palmer, R., & Vanhamme, J. (2004). Contemporary marketing practice: theoretical propositions and practical implications. Marketing Intelligence & Planning , 22 (6), 673-692.
33. Luo, X., & Bhattacharya, CB (2009). The debate over doing good: Corporate social performance, strategic marketing levers, and firm- idiosyncratic risk. Journal of Marketing , 73 (6), 198-213.
34. Mandhachitara, R., & Poolthong, Y. (2011). A model of customer loyalty and corporate social responsibility. Journal of Services Marketing , 25 (2), 122-133.
35. Marin, L., & Ruiz, S. (2007). “I need you too!” Corporate identity attractiveness for consumers and the role of social responsibility. Journal of business ethics , 71 (3), 245-260.
36. Marin, L., Ruiz, S., & Rubio, A. (2009). The role of identity salience in the effects of corporate social responsibility on consumer behavior. Journal of business ethics , 84 (1), 65-78.
37. Marinkovic, V., & Obradovic, V. (2015). Customers' emotional reactions in the banking industry. International journal of bank marketing , 33 (3), 243-260.
38. Martínez, P., & del Bosque, IR (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management , 35 , 89-99.
39. Matute - Vallejo, J., Bravo, R., & Pina, JM (2011). The influence of corporate social responsibility and price fairness on customer behaviour: evidence from the financial sector. Corporate Social Responsibility and Environmental Management , 18 (6), 317-331.
40. Mazurkiewicz, P. (2004). Corporate environmental responsibility: Is a common CSR framework possible. World Bank, 2.
41. McDonald, LM, & Hung Lai, C. (2011). Impact of corporate social responsibility initiatives on Taiwanese banking customers. International Journal of Bank Marketing , 29 (1), 50-63.
42. McDonald, LM, & Rundle-Thiele, S. (2008). Corporate social responsibility and bank customer satisfaction: a research agenda. International Journal of Bank Marketing , 26 (3), 170-182.
43. McGuire, JW (1963). Business and society . McGraw-hill.
44. Mei Peng Low (2016). Corporate Social Responsibility and the Evolution of Internal Corporate Social Responsibility in 21st Century. Asian Journal of Social Sciences and Management Studies , 3(1): 56-74.
45. Morgan, RM, & Hunt, SD (1994). The commitment-trust theory of relationship marketing. The journal of marketing , 20-38.
46. Ngoc Thuy, P., & Nguyen Hau, L. (2010). Service personal values and customer loyalty: a study of banking services in a transitional economy.International Journal of Bank Marketing, 28(6), 465-478
47. Oliver, RL (1999). Whence consumer loyalty?. the Journal of Marketing , 33-44.
48. Pérez, A., & Rodríguez del Bosque, I. (2015a). Corporate social responsibility and customer loyalty: exploring the role of identification, satisfaction and type of company. Journal of Services Marketing , 29 (1), 15-25.
49. Pérez, A., & Rodríguez Del Bosque, I. (2015b). Customer responses to the CSR of banking companies. Journal of Product & Brand Management , 24 (5), 481-493.
50. Perrini, F. (2005). Building a European portrait of corporate social responsibility reporting. European management journal, 23(6), 611-627.
51. Rai, AK, & Srivastava, M. (2012). Customer loyalty attributes: A perspective. NMIMS management review , 22 , 49-76.
52. Raj G. Javalgi, R., & Moberg, CR (1997). Service loyalty: implications for service providers. Journal of services marketing , 11 (3), 165-179.
53. Rashid, M., Abdeljawad, I., Manisah Ngalim, S., & Kabir Hassan, M. (2013). Customer-centric corporate social responsibility: A framework for Islamic banks on ethical efficiency. Management Research Review , 36 (4), 359-378.
54. Reichheld, FF, & Schefter, P. (2000). E-loyalty. Harvard business review , 78 (4), 105-113.
55. Rivera, JJ, Bigne, E., & Curras-Perez, R. (2016). Effects of Corporate Social Responsibility perception on consumer satisfaction with the brand. Spanish Journal of Marketing-ESIC , 20 (2), 104-114.
56. Rundle-Thiele, S. (2005). Exploring loyal qualities: survey-based loyalty measures. Journal of Services Marketing , 19 (7), 492-500.
57. Salmones, MDMGD, Perez, A., & Bosque, IRD (2009). The social role of financial companies as a determinant of consumer behaviour. The International Journal of Bank Marketing , 27 (6), 467-485.
58. Sarwar, MZ, Abbasi, KS, & Pervaiz, S. (2012). The effect of customer trust on customer loyalty and customer retention: A moderating role of cause
related marketing. Global Journal of Management and Business Research , 12 (6).
59. Sayani, H. (2015). Customer satisfaction and loyalty in the United Arab Emirates banking industry. International Journal of Bank Marketing , 33 (3), 351-375.
60. Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of marketing , 66 (1), 15-37.
61. Snider, J., Hill, RP, & Martin, D. (2003). Corporate social responsibility in the 21st century: A view from the world's most successful firms. Journal of Business ethics , 48 (2), 175-187.
62. Srinivasan, SS, Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of retailing , 78 (1), 41-50.
63. Subba, D., & Rao, MK (2016). Measuring the Effects of CSR on Compassion at Workplace: An Empirical Study in North East Region of India. Purushartha: A Journal of Management Ethics and Spirituality , 9 (1).
64. Swaen, V., & Chumpitaz, RC (2008). Impact of corporate social responsibility on consumer trust. Recherche et Applications en Marketing (English Edition), 23(4), 7-34.
65. Vlachos, PA (2012). Corporate social performance and consumer-retailer emotional attachment: The moderating role of individual traits. European Journal of Marketing , 46 (December 11), 1559-1580.
66. Yang, Z., & Peterson, RT (2004). Customer value perceived, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing , 21 (10), 799-822.ri
67. Yi, Y. (1990). A critical review of consumer satisfaction. Review of marketing , 4 (1), 68-123.
68. Yi, Y., & Jeon, H. (2003). Effects of loyalty programs on value perception, program loyalty, and brand loyalty. Journal of the academy of marketing science , 31 (3), 229-240.
69. Zhu, YQ, & Chen, HG (2012). Service fairness and customer satisfaction in internet banking: Exploring the mediating effects of trust and customer value. Internet Research , 22 (4), 482-498.
APPENDIX 1: STATISTICS OF COMMERCIAL BANKS IN VIETNAM AS TO December 31, 2016
TT | BANK NAME | AUTHORIZED CAPITAL | Nationwide | Ho Chi Minh | Headquarters | ||
Branch/Department No Translate | Number of transaction offices | Branch/Department No Translate | Number of transaction offices | ||||
first | Sacombank | 18852 | 109 | 443 | 30 | 152 | Ho Chi Minh City |
2 | Asia (ACB) | 9377 | 81 | 269 | thirty first | 108 | Ho Chi Minh City |
3 | East Asia (EAB) | 5000 | 56 | 212 | 11 | 50 | Ho Chi Minh City |
4 | Saigon (SCB) | 14295 | 50 | 180 | 17 | 100 | Ho Chi Minh City |
5 | HDBank | 8100 | 50 | 171 | 5 | 60 | Ho Chi Minh City |
6 | Eximbank | 12355 | 42 | 164 | 16 | 69 | Ho Chi Minh City |
7 | Orient (OCB) | 4000 | 34 | 80 | ten | 28 | Ho Chi Minh City |
8 | Saigon Industry and Trade | 3080 | 33 | 56 | 11 | 16 | Ho Chi Minh City |
9 | An Binh (ABB) | 5319 | 30 | 125 | 2 | 36 | Ho Chi Minh City |
ten | Vietnamese version (Viet Capital) | 3000 | 27 | 38 | 4 | 13 | Ho Chi Minh City |
11 | South Asia | 3021 | 23 | forty six | 7 | 23 | Ho Chi Minh City |
twelfth | Agribank | 29126 | 942 | 1358 | 48 | 143 | Hanoi |
13 | BIDV | 34187 | 190 | 815 | 36 | 90 | Hanoi |
14 | Vietinbank | 37234 | 155 | 1000 | 23 | 105 | Hanoi |
15 | Vietcombank | 35977 | 101 | 395 | twelfth | 75 | Hanoi |
16 | Army | 17127 | 89 | 176 | 14 | 28 | Hanoi |
17 | Techcombank | 8878 | 62 | 250 | ten | 90 | Hanoi |
18 | Lien Viet Post Office | 6460 | 63 | 71 | 3 | 9 | Hanoi |
19 | Saigon – Hanoi | 11196 | 55 | 395 | 3 | 22 | Hanoi |
20 | Vietnam Prosperity | 9181 | 50 | 232 | 9 | 42 | Hanoi |
21 | International (VIB) | 5644 | 50 | 110 | 6 | 22 | Hanoi |
22 | Maritime (MSB) | 11750 | 62 | 208 | ten | 48 | Hanoi |
23 | Southeast Asia | 5466 | 39 | 121 | 6 | 25 | Hanoi |
Maybe you are interested!
-
The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks - 5 -
Analysis Of Multi-Group Model According To Customer Characteristics -
Suggestions On Implementing Social Responsibility Customer-Oriented Approach -
The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks - 9 -
The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks - 10
24 | Vietnamese Mass | 9000 | 33 | 75 | 6 | 25 | Hanoi |
25 | Tien Phong (TPB) | 5842 | 26 | 30 | 5 | 15 | Hanoi |
26 | Viet A (VIETA Bank) | 3500 | 21 | 91 | 6 | 25 | Hanoi |
27 | National (NCB) | 3010 | 24 | 66 | first | 26 | Hanoi |
28 | Petrolimex | 3000 | 16 | 65 | 3 | twelfth | Hanoi |
29 | GP Bank | 3018 | 13 | 66 | 2 | 5 | Hanoi |
30 | Bao Viet | 3150 | twelfth | 23 | 3 | 9 | Hanoi |
thirty first | Kien Long | 3000 | 28 | 89 | first | 13 | OTHER |
32 | North Asia | 5000 | 22 | 80 | 2 | 15 | OTHER |
33 | Ocean Bank | 4000 | 21 | 101 | 3 | 11 | OTHER |
34 | CB Bank | 3000 | 16 | 96 | 2 | 26 | OTHER |
35 | Vietnam Thuong Tin | 3249 | 11 | 85 | 6 | 43 | OTHER |
TOTAL | 2,636 | 7,782 | 364 | 1,579 | |||
APPENDIX 2: MEASUREMENTS USED IN THE STUDY
The source | The scale |
Corporate social responsibility scale | |
Nguyen Hong Ha (2016) | This bank provides accurate information about money products send to customers. |
This bank cares about the interests of depositors (customer care consultant,…). | |
Banks treat customers fairly. | |
The price of the product is affordable, in line with the quality of the product. | |
This bank has programs to support literary activities culture, community and society (studying for students, helping people in need, ...) | |
Customer loyalty scale | |
Oliver (1999) | If my friends or relatives need advice on deposit products, I will always recommend this bank. |
I usually speak well of this bank when someone asks about it. | |
I will always go to the bank every time I want to deposit new money. | |
This bank is the first choice when I need to use the product new deposit products. | |
Customer identification scale | |
Pérez and Bosque (2015a). | I see a strong resemblance between myself and the bank |
This bank matches my personality | |
I feel great to be a customer of the bank this | |
I am pleased to say that I am a customer of the bank this item | |
I feel strongly attached to this bank | |
I feel strongly about the membership of this bank. | |
Customer emotion scale | |
Vlachos (2012) | I love this bank |
I love this bank | |
This bank makes me feel very happy | |
This bank is my favorite | |
Customer confidence scale | |
Martínez and Bosque (2013) | This bank's deposit service makes me feel safe. |
I believe in the quality of deposit service of this bank. | |
The bank's deposit service ensures quality. | |
This bank cares about deposit customers. | |
This bank is honest with its depositors. | |
Customer satisfaction scale | |
Pérez & Bosque (2015a) | The decision to choose to deposit money at this bank is the right decision right. |
I feel happy when I decided to choose this bank; | |
The bank provides the banking services I need | |
I am satisfied with the bank I am using. | |
ANNEX 3: GROUP DISCUSSION OUTLINE
Dear Sir/Madam,
My name is Le Anh Tuan. Currently, I am working on the topic "The influence of corporate social responsibility on the loyalty of depositors at Vietnamese commercial banks ". We hope that you will take the time to participate in the discussion of some of the issues related to the above research. I hereby declare that the results of the discussion will only be used for the purpose of this research.
Thank you very much for your support!
Part 1: Personal information
1. Could you please tell us your name, age and occupation? Work unit?
2. Could you please provide your phone number?
Part 2: Discussion
1. Have you ever deposited money (deposit for payment, deposit in savings) at Vietnamese commercial banks in Ho Chi Minh City?
2. Have you heard of the concept of Corporate Social Responsibility (CSR) of banks?
- Here are 4 consequences of CSR: Customer trust; Customers' feelings; Customer satisfaction; Customer identification.
What are your thoughts on these consequences?
3. Have you ever heard of the concept of customer loyalty?
- Here are 4 factors affecting customer loyalty: Customer trust; Customers' feelings; Customer satisfaction; Customer identification. What do you think about these factors?
4. Thus, the consequences of CSR will be the factors affecting loyalty, do you have any opinion?
5. These mediating factors also influence each other, ie:
- Customer identification has a positive impact on customer emotions.
- Customer identification has a positive impact on customer satisfaction.
- Customer emotions have a positive impact on customer satisfaction.
- Customer trust has a positive impact on customer satisfaction.
- Customer trust has a positive impact on customer identification.
Do you have any comments?
6. There are 5 questions to measure the bank's CSR for depositing customers. In your opinion, does each of the following statements make sense? Did you add or correct anything?
6.1 This bank provides accurate information about deposit products to customers.
6.2 This bank cares about the interests of depositing customers (consultation, customer care, ...).
6.3 The Bank treats depositors fairly.
6.4 Product prices are affordable, consistent with product quality.
6.5 This bank has programs to support cultural, community and social activities (studying for students, helping the needy,...).
7. There are 4 questions to measure customer loyalty for deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?
7.1 If my friends and relatives need advice on deposit products, I will always recommend this bank.
7.2 I usually speak well of this bank when someone asks about it.
7.3 I will always go to the bank every time I want to deposit new money.
7.4 This bank is my first choice when I need to use a new deposit product.
8. There are 6 questions to measure customer identification with the bank. In your opinion, does each of the following statements make sense? Did you add or correct anything?
8.1 I see a strong resemblance to the bank
8.2 This bank matches my personality
8.3 I feel great to be a customer of this bank
8.4 I am pleased to say that I am a customer of this bank
8.5 I feel strongly attached to this bank
8.6 I feel strongly about the membership of this bank.
9. There are 5 questions to measure customer confidence in deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?
9.1 This bank's deposit service makes me feel safe.
9.2 I trust the quality of deposit service of this bank.
9.3 The bank's deposit service ensures quality.
9.4 This bank is interested in depositors.
9.5 This bank is honest with its depositors.
10. There are 4 questions to measure customer confidence in deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?
10.1 I love this bank
10.2 I'm in love with this bank
10.3 This bank makes me feel very happy
10.4 This bank is my favorite
11. There are 4 questions to measure customer satisfaction with deposit products. In your opinion, does each of the following statements make sense? Did you add or correct anything?
11.1 Deciding to deposit money at this bank is the right decision
11.2 I feel happy when I decide to deposit money at this bank;
11.3 The bank provided the deposit banking services I needed
11.4 I am satisfied with the bank I am using
Thank you very much for your contribution,
ANNEX 4: LIST OF ANSWERS PARTICIPATION IN GROUP DISCUSSION
Stt | NAME | YEAR OLD | CAREER KARMA | ELECTRICAL NUMBER PHONE | Work unit |
first | Tran Huu Tai | 24 | Private staff question | 0902.380,393 | BIDV – Mrs Chieu |
2 | Tran Thi Thuy Page | 30 | Tellers | 0164,399,6007 | Vietcombank - Tan Binh Branch |
3 | Nguyen Thanh Pros | 24 | Self business do | 0937.36.10.32 | |
4 | Le Thi Yen Nhi | 21 | Student | 0966.340.640 | |
5 | Nguyen Thi Thanh Thuy | 30 | Housewife | 0976,937,546 | |
6 | Pham Thuy Nhu Snow | 27 | Tellers | 0981,846.490 VND | Vietinbank – spending branch 12 |
7 | Pham Hoang Phuong Ha | 25 | Office staff room | 0127.242.6289 | |
8 | Bui Anh Thu | 27 | Tellers | 0903.742.886 | SCB – Hoc Mon |
APPENDIX 5: SURVEY QUESTIONS FORM
Dear: Ladies and Gentlemen,
My name is Le Anh Tuan, a graduate student of course 25, University of Economics, Ho Chi Minh City.
With the desire to bring satisfaction as well as the best service to customers who are using products and services at Vietnamese commercial banks through the influence of corporate social responsibility activities. I have carried out the topic " The influence of corporate social responsibility on the loyalty of customers depositing money at Vietnamese commercial banks"
Please let us know your thoughts on some of the following issues; If you have a need, part of the results will be sent to you.
Thank you very much for your contribution!
Have you ever been or are you making a deposit (deposit for payment, deposit in savings) of a Vietnamese commercial bank in Ho Chi Minh City?
Yes (Please answer the following questions).
No (Please stop answering the survey here).
A. PERSONAL INFORMATION
A1. Please indicate your gender? Male Female _
A2. Please indicate your age?
a. Under 25 (< 25) b. From 25 to 40 (25–40 )
c. From 41 to 60 d. Over age 60
A3. Please indicate your highest level of education?
a. High School b. High School, College c. University d. After university
A4. Your monthly income?
a. < 5,000,000 VND b. 5,000,000 – less than 10,000,000 VND c. 10,000,000 - 20,000,000 VND. d. over 20,000,000 VND
A5. Which bank do you usually deposit payment or savings at? .................................................................. ................................................. ..........................
A6. Which bank's deposit service do you usually use?
Current deposit / Demand deposit Savings deposit
A7. When did you make a deposit transaction with the bank?
a. Less than 1 year b. 13 years. c. more than 3 years.
B. BANK SURVEY
For the bank you are dealing with most frequently, please rate your agreement with an “ X ” with the conventional statements:
(1) Totally disagree (2) Disagree
(3) Normal (4) Agree (5) Totally agree.
B1. Corporate Social Responsibility | ||||||
TN1 | This bank provides accurate information about deposit products for customers. | first | 2 | 3 | 4 | 5 |
TN2 | This bank cares about the interests of its customers (consultation, customer care, ...). | first | 2 | 3 | 4 | 5 |
TN3 | Banks treat customers fairly. | first | 2 | 3 | 4 | 5 |
TN4 | Service fees are reasonable, consistent with the product. | first | 2 | 3 | 4 | 5 |
TN5 | This bank has programs to support cultural, community and social activities students, helping people in need, etc.) | first | 2 | 3 | 4 | 5 |
B2. Customer identification | ||||||
ND1 | I see a strong resemblance between me and the bank row | first | 2 | 3 | 4 | 5 |
ND2 | This bank matches my personality | first | 2 | 3 | 4 | 5 |
ND3 | I feel great to be a customer of this bank | first | 2 | 3 | 4 | 5 |
ND4 | I enjoy saying that I am a guest This bank's products | first | 2 | 3 | 4 | 5 |
ND5 | I feel strongly attached to this bank | first | 2 | 3 | 4 | 5 |
ND6 | I feel strongly about the membership of this bank. | first | 2 | 3 | 4 | 5 |
ND7 | I see a strong resemblance between me and the bank row | first | 2 | 3 | 4 | 5 |
B3. Customer's feelings | ||||||
CX1 | I love this bank | first | 2 | 3 | 4 | 5 |
CX2 | This bank makes me feel very interesting | first | 2 | 3 | 4 | 5 |
CX3 | This bank is my favorite | first | 2 | 3 | 4 | 5 |
CX4 | I feel comfortable every time I make a deposit transaction at this bank. | first | 2 | 3 | 4 | 5 |
B4. Customer confidence | ||||||
NT1 | I feel safe when I deposit money in the bank | first | 2 | 3 | 4 | 5 |
this. | ||||||
NT2 | I believe in the quality of deposit service of this bank. | first | 2 | 3 | 4 | 5 |
NT3 | Reputable bank for depositors | first | 2 | 3 | 4 | 5 |
NT4 | This bank cares about customers who deposit.money | first | 2 | 3 | 4 | 5 |
NT5 | This bank is honest with its depositors | first | 2 | 3 | 4 | 5 |
NT6 | I believe in the quality of deposit service of this bank. | first | 2 | 3 | 4 | 5 |
B5. Customer satisfaction | ||||||
HL1 | The decision to choose to deposit money at this bank is decisive correct determination. | first | 2 | 3 | 4 | 5 |
HL2 | I feel satisfied when I decide to deposit at this bank. | first | 2 | 3 | 4 | 5 |
HL3 | Banks provide deposit services that I need. | first | 2 | 3 | 4 | 5 |
HL4 | I am satisfied with the bank I am using. | first | 2 | 3 | 4 | 5 |
B6. Loyalty | ||||||
TT1 | If someone I need advice on deposit products, I will always recommend this bank. | S | 2 | 3 | 4 | 5 |
TT2 | I usually speak well of this bank when someone asks about it. | first | 2 | 3 | 4 | 5 |
TT3 | I will always go to the bank whenever I want want to send money. | first | 2 | 3 | 4 | 5 |
TT4 | This bank is my first choice when I need it use the new deposit product. | first | 2 | 3 | 4 | 5 |
TT5 | I usually speak well of this bank when someone asks about it. | first | 2 | 3 | 4 | 5 |
Survey ended, thank you for your contribution!