NO.

Perceived Control

Strongly disagree

Disagree

Neutrality

Agree

Strongly Agree

1

I feel sufficiently self-directed in purchasing the products or services of the financial institution.

2

Buying the products and services of this financial institution made me feel that everything is in my hands.

3

I think I can influence the way I’m served in this financial institution.

4

I think I can influence the quality of service.