The antecedents of customer satisfaction and loyalty in CIMB bank.

Service Performance in CIMB bank.

1 2 3 4 5Strongly Disagree

Disagree Neutral Agree Strongly Agree

Reliability

1) I can always complete my transaction in CIMB bank.

1 2 3 4 5

2) CIMB’s staffs are always available to help. 1 2 3 4 5

3) At CIMB bank, I do not have to wait long. 1 2 3 4 5

Tangibility

1) CIMB branches are clean and have a good ambience.

1 2 3 4 5

2) CIMB’s staffs are neat and tidy. 1 2 3 4 5

3) There is always enough place for the customer to sit.

1 2 3 4 5

Responsiveness

1) I complete my transaction in an efficient way. 1 2 3 4 5

2) Queues at CIMB bank are short. 1 2 3 4 5

3) Staffs in CIMB bank are helpful. 1 2 3 4 5

Assurance

1) I fell secure with CIMB bank security. 1 2 3 4 5

2) Staffs in CIMB bank are competent. 1 2 3 4 5

3) I trust the staffs in CIMB bank. 1 2 3 4 5

Empathy

1) CIMB bank treats me fair. 1 2 3 4 52) Staffs in CIMB bank are welcoming staffs. 1 2 3 4 53) Staffs in CIMB bank always listen to me. 1 2 3 4 5

Service Encounter

1) Staffs in CIMB bank providing excellent services.

1 2 3 4 5

2) CIMB bank offers variety of banking services. 1 2 3 4 53) CIMB bank provide good customer service. 1 2 3 4 5

Customer Experience

1) Overall, I’m satisfied with the experience in CIMB bank.

1 2 3 4 5

2) Banking at CIMB bank is fast and effiecient. 1 2 3 4 5

3) I’m happy with the way the staff treated me. 1 2 3 4 5

Customer Loyalty

1) CIMB bank is my favorite banking place. 1 2 3 4 5

2) I would say positive things about CIMB bank to others.

1 2 3 4 5

3) I would encourage my friends and family to banking in CIMB bank.

1 2 3 4 5