Quality, value, satisfaction, trust, a

APPENDIX 1. DESCRIPTION OF THE ITEMS
Perceived quality. We adopted the approach taken by Grönroos (1983), who distinguished two dimensions:
(1) core-service performance -- here banking products (savings accounts, stocks, homeowner's loans, and life
insurance, 2 items) -- which corresponds to the notion of technical quality, and (2) quality as manifested in
the bank's physical service provisions (arrangement of lobby, cleanliness, and general welcome in the bank's
branches, 3 items), which corresponds to the notion of functional quality.
Perceived global value. This dimension was measured in a cumulative perspective, as the ratio of received
benefits to agreed sacrifices in the course of the customer's dealings with the service provider (Zeithaml,
1988; 2 items).
Cumulative satisfaction. Derived from Oliver's (1997) rating scale, cumulative satisfaction is affected by the
possible regret felt from having established a commercial relationship with the bank (3 items).
Trust. Trust was measured through its two main facets, based on the work by Ganesan and Hess (1997): the
service provider's credibility (2 items) and benevolence (2 items).
Commitment. Commitment refer to the “relative intensity of identification and involvement” with the bank
(Mowday, Steers, and Porter, 1979). It was operationalized as a whole with the use of three items that mean
the share of values and goals of the bank and a sense of membership.
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