Strongly Disagree Price 1. 2. 3. 4. The bank charged high fees. The bank charged high interest for loans.

The bank charged high interest for mortgages. The bank provided low interest rates on savings Accounts. 1 1 1 1 2 2 2 2 3 3 3 3

Neutral

strongly Agree

4 4 4 4

5 5 5 5

6 6 6 6

7 7 7 7

Reputation: 5. The banks online system was unreliable. 6. The bank was untrustworthy. 7. The bank was financially unstable. 8. My bank account was administrated incorrectly. 9. The bank provided services that were not as promised. Service Quality: 10. Bank staff were impolite and rude. 11. Bank staff were slow to provide services. 12. The bank did not offer a wide range of service products (e.g. loans, mortgages, credit cards online and phone banking, direct bills payment services). 13. The service products offered did not satisfy my specific needs. 14. The banks consulting service did not satisfy my specific needs. Advertisement: 15. The competing banks advertising content influenced my decision to switch banks. 16. The signs or billboards of the competing bank influenced my decision to switch banks. 17. The design of the competing banks card influenced my decision to switch banks. 18. The promotion activity of the competing bank influenced my decision to switch banks (eg. attractive free gifts). Involuntary factors: 19. The principal bank branches in my area are closed. 20. I moved to a new geographic location and my principal bank is not in the area. 21. I changed banks because my previous bank was not my employers salary bank.

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 6 6 6

7 7 7 7 7

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

1 1

2 2

3 3

4 4

5 5

6 6

7 7

1 1 1 1

2 2 2 2

3 3 3 3

4 4 4 4

5 5 5 5

6 6 6 6

7 7 7 7

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

Strongly Disagree

Neutral

strongly Agree

Distance: 22.The bank branch locations are too far away from my home to be convenient. 23. The bank branch locations are too far away from my workplace to be convenient 24. The bank branch locations are not conveniently close to malls or business centers. Switching Cost 25. It will not take me too much time to switch to a new bank. 26. It will not cost me too much to switch to a new bank. 27. It will not take me a long time to become familiar with a new banks policies. 28. It will not take me a long time to fill out forms to join a new bank. 29. I am sure that I can receive additional benefits if I switch to a new bank.

1 1 1

2 2 2

3 3 3

4 4 4

5 5 5

6 6 6

7 7 7

1 1 1 1 1

2 2 2 2 2

3 3 3 3 3

4 4 4 4 4

5 5 5 5 5

6 6 6 6 6

7 7 7 7 7

SECTION FOUR
The questions below relate to personal data. Please TICK the most appropriate box. 1. What is your gender? Male Female 2. Which is your age group? 1. 18-25 2. 26-35 3. 36-45 4. 46-55 5. 56-65 6. 66-75 7. 76+ 3. Which is the highest level of education you have completed? Primary Education Middle School Education Intermediate Bachelors Degree Other 5. What is your occupation? Professional Self-employed Student Farmer Unemployed Retired 10001-15000 25000 +

High School Education Masters Degree

Civil Servant Other

6. What is your personal monthly income? Below 5000 5000-10000 15001-20000 20001-25000

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Your participation in this survey is greatly appreciated. Thank you for your time and if you have further comments about Bank Switching Behavior, please feel free to comment in the space provided below. Once again, we assure you that identity will remain. Strictly confidential _____________________________________________________________________________________ ______________________________________________________________________________