The measuring scales

The component

1

2

1—I have confidence in the quality of this bank’s financial services

2—I am not taking any risks in doing business with this bank

3—This bank is an expert in its field of activity

4—This bank will think of the interests of its customers

5—This bank constantly seeks to improve its responses to the needs of its customers

6—I find that the customer managers circulate precise information on each operation

7—The customer is always the king

8 —The customer managers are flexible to ensure the sustainability of the relationship

Eigenvalue

Alpha of Cronbach

.880

.760

.801

.750

.690

.540

.420

.680

6.433

.780

.260

.420

.340

.660

.780

.820

.690

.880

5.8

.755