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SURVEY QUESTIONNAIRE

FACTORS AFFECTING CUSTOMER LOYALTY IN SELECTED BANKING


ESTABLISHMENTTS IN TAGUIG CITY

To the Respondents:

The undersigned are currently conducting a research study entitled Factors Affecting
Customer Loyalty in Selected Banking Establishments in Taguig City. This is part of the
requirements in Business Research and Scientific Writing course under the Master in Business
Administration (MBA) program of Taguig City University.

Please accomplish this survey questionnaire by answering all questions as honest as possible.
Information gathered will be treated with utmost confidentiality and for academic purposes only.
Thank you very much.

Sincerely yours,

Mariza Manibo Kacy Palencia Marlon Raquel Jericho Tagget


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Part I: SOCIO-DEMOGRAPHIC PROFILE


Educational ___ Elementary ___ Master’s/Doctorate
Age ___ years old Level ___ High School ___ Vocational
___ College
___ Below P15,000 ___ P30,001-P35,000
Gender ___ Male Monthly ___ P15,001-P20,000 ___ P35,001-P40,000
Income ___ P20,001-P25,000 ___ P40,001-P45,000
___ Female ___ P25,001-P30,000 ___ Above P45,000

Part II FACTORS AFFECTING CUSTOMER LOYALTY

Direction: Please rate your assessment of this bank based on the following indicators by encircling
the numbers on the boxes below.

Legend: (5) Strong Agree (4) Agree (3) Neutral (2) Disagree (1) Strongly Disagree

5 4 3 2 1
INDICATORS SA A N D SD
SERVICE QUALITY
1. There is an ease of depositing and 5 4 3 2 1
withdrawing money from any branch
2. Continuous and ordered functionality of 5 4 3 2 1
equipment such as computer and printer
etc. are observed.
3. Staff takes interest in solving problem. 5 4 3 2 1
4. Bank maintains error free records. 5 4 3 2 1
5. Information provided by bank employees 5 4 3 2 1
are clear and understandable
TRUST
1. The bank keeps my information 5 4 3 2 1
confidential.
2. The bank is honest. 5 4 3 2 1
3. The bank is reliable. 5 4 3 2 1
4. The bank meets my needs. 5 4 3 2 1
5. I trust the quality of the bank. 5 4 3 2 1
REPUTATION
1. Use of this bank is being reliable. 5 4 3 2 1
2. The bank is innovative. 5 4 3 2 1
3. The bank is forward looking. 5 4 3 2 1
4. The bank’s image is adding value to me as a 5 4 3 2 1
customer.
5. The bank has a good reputation among my 5 4 3 2 1
friends.
CUSTOMER LOYALTY
1. I regularly visit this bank. 5 4 3 2 1
2. I seldom think of changing this bank to 5 4 3 2 1
another one.
3. I use this bank each time I need to make any 5 4 3 2 1
financial transaction.
4. I consider this bank as my preferred choice. 5 4 3 2 1
5. Each time I want to make any financial 5 4 3 2 1
transaction, this bank is my first choice.

Thank you for your participation!

Respondent’s Signature:

____________________