Propensity to nostalgia |
NOST1 |
Nothing is made as it used to be anymore. |
NOST2 |
Things used to be better in the good old days. |
NOST3 |
The quality of products and services has increasingly deteriorated. |
NOST4 |
Technological changes will ensure a better future. * |
NOST5 |
History involves constant improvement in human welfare. * |
NOST6 |
We are experiencing a decline in the quality of life. |
NOST7 |
The constant growth of GDP has increased human happiness. * |
NOST8 |
Modern business often builds a better future.* |
Attitude in relation with extinct brand |
ATIT_REAL1 |
I used to like to use the services of Banco Real. |
ATIT_REAL2 |
Among the various available bank services, Banco Real was the best. |
ATIT_REAL3 |
When I used the services of Banco Real, I felt I was getting a good deal. |
ATIT_REAL4 |
I used to praise the products and services of Banco Real to other people. |
ATIT_REAL5 |
I used to feel good making deals with Banco Real in the years that have passed. |
ATIT_REAL6 |
To me, Banco Real was easily my favorite bank. |
ATIT_REAL7 |
I believe that Banco Real was a great bank. |
Attitude in relation with prevailing brand |
ATIT_SANT1 |
I like to use the services of Banco Santander. |
ATIT_SANT2 |
Among the many bank services available, Banco Santander's services are the best. |
ATIT_SANT3 |
When I use Santander's services, I always feel I am getting a good deal. |
ATIT_SANT4 |
I praise the products of Banco Santander to other people. |
ATIT_SANT5 |
I believe Santander is a great bank. |
ATIT_SANT6 |
To me, Banco Santander is easily my favorite bank. |
ATIT_SANT7 |
I will feel satisfied as a Banco Santander client in the next few years. |
Switching Costs |
CM1 |
I have no time to obtain the information necessary to evaluate other banks. |
CM2 |
Changing Banco Santander for another commercial bank would be too much work. |
CM3 |
I would lose the benefits of being a longstanding client if I left Banco Santander. |
CM4 |
Exchanging Banco Santander for a new bank would involve some new input costs (fees, deposits etc.) |
CM5 |
I would have to spend a lot of money to cover all the costs involved in changing banks (examples: discharge loan, taxes, withdraw of funds, direct credit, credit/debit cards, etc.) |
Attitudinal Loyalty |
LEAL_AT1 |
I really appreciate Santander's services. |
LEAL_AT2 |
Santander, as a commercial bank, is not as good as I had thought.* |
LEAL_AT3 |
I like Banco Santander. |
LEAL_AT4 |
I recommend Santander to my friends. |
LEAL_AT5 |
I consider myself loyal to Banco Santander. |
LEAL_AT6 |
I intend to keep my account in Banco Santander for a long time. |
LEAL_AT7 |
I often consider the possibility of changing my bank.* |
LEAL_AT8 |
In my future financial transactions, I will certainly make my financial transactions with Banco Santander. |
Behavioral Loyalty |
LEAL_COMP1 |
I put all my banking transactions in Banco Santander. |
LEAL_COMP2 |
Since the merger of Banco Santander and Banco Real I have increased my relationship with Santander. |
LEAL_COMP3 |
Of the total number of times I use a bank, I think I use Banco Santander______% of the time. |
LEAL_COMP4 |
Of my total volume of investments (savings, funds, CBD, security), I have ____% in Banco Santander. |