Factors | Measurement Items (Value Dimensions) | λ | Αlpha | CR | Literature |
Service quality | My banking service provider is giving outstanding Quality. | 0.646 | 0.797 | 0.763 | Petrick, 2002 |
The service is very reliable. | 0.653 | ||||
My banking service provider is dependable. | 0.656 | ||||
My banking service is consistent. | 0.729 | ||||
Emotional response | My bank makes me feel good. | 0.585 | 0.769 | 0.772 | Petrick, 2002 |
My bank gives me pleasure. | 0.697 | ||||
My bank gives me a sense of joy. | 0.708 | ||||
My bank makes me feel delighted. | 0.693 | ||||
My bank gives me happiness. | 0.832 | ||||
Monetary price | My bank transaction is a good buy. | 0.618 | 0.826 | 0.861 | Petrick, 2002 |
My bank is worth the money. | 0.812 | ||||
My bank fairly priced. | 0.819 | ||||
My bank reasonably price. | 0.693 | ||||
My bank is economical. | 0.765 | ||||
My bank appears to be a good bargain. | 0.772 | ||||
Behavioral price | My bank is easy to buy. | 0.656 | 0.741 | 0.746 | Petrick, 2002 |
My bank required little energy to purchase. | 0.685 | ||||
My bank is easy to shop for. | 0.717 | ||||
My bank required little effort to purchase. | 0.657 | ||||
My bank is easily bought. | 0.615 | ||||
Reputation | My bank has good reputation. | 0.625 | 0.814 | 0.819 | Petrick, 2002 |
My bank is well respected. | 0.778 | ||||
My bank is well thought of. | 0.799 | ||||
My bank has status. | 0.672 | ||||
My bank is reputable. | 0.883 | ||||
Customer service experience | This bank makes a strong impression on my visual sense or other senses. | 0.783 | 0.923 | 0.952 | Brakus et al., 2009 |
I find this brand interesting in a sensory way. | 0.893 | ||||
This brand does not appeal to my senses. | 0.844 | ||||
This brand induces feelings and sentiments. | 0.872 | ||||
I do not have strong emotions for this brand. | 0.883 | ||||
This brand is an emotional brand. | 0.775 | ||||
I engage in physical actions and behaviors when I use this brand. | 0.812 | ||||
This brand results in bodily experiences. | 0.873 | ||||
This brand is not action oriented. | 0.814 | ||||
I engage in a lot of thinking when I encounter this brand. | 0.773 | ||||
This brand does not make me think. | 0.685 |