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