Group12 CSI Assignment

CASE ANALYSIS BY
Akash VashishthaFT161009
Amal Goswami FT161012
Ankush Ballal
FT161019
Utkarsh Sethi
FT161099
Vineet KhandelwaFT161105
Bank
Relationship
Overall experience
Service Perception - Last
Axis
1 - 4 years
7 Improved a little
Axis Bank
1 - 4 years
8 Not really Changed
Axis Bank
1 - 4 years
9 Improved a little
Axis Bank
1 - 4 years
Axis bank
1 - 4 years
5 Improved a little
Axis Bank
1 - 4 years
Axis Bank
1 - 4 years
axis bank
1 - 4 years
6 Improved a little
Axis Bank
1 - 4 years
7 Improved a little
Axis Bank
1 - 4 years
9 Improved a little
Axis Bank
1 - 4 years
7 Improved a little
AXIS Bank
1 - 4 years
AXIS Bank
1 - 4 years
8 Improved a little
Axis Bank
1 - 4 years
AXIS Bank
1 - 4 years
9 Improved a little
Axis Bank
1 - 4 years
8 Improved a little
Axis Bank
1 - 4 years
9 Improved a little
Bank Of Baroda
1 - 4 years
Bank of Baroda
1 - 4 years
8 Improved a lot
Bank of Baroda
1 - 4 years
8 Improved a lot
Bank of Baroda
1 - 4 years
8 Improved a lot
Bank of India
Canara Bank
CITI BANK
Citi Bank
CITI Bank
CITI BANK
Citi Bank
Citi Bank
Citi Bank
Citi Bank
Citi Bank
CITI Bank
Citibank
Citibank
Citibank
Citibank
citibank
Citibank
Citibank
CitiBank
Citibank
Citibank
CitiBank N.A
Hdfc
HDFC
HDFC
10 - 14 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
8 Improved a little
7 Improved a little
8 Improved a little
7 Improved a little
9 Improved a little
8 Improved a little
7 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
8 Improved a lot
9 Become a little worse
8 Improved a little
10 Improved a lot
8 Improved a little
9 Improved a lot
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
Hdfc
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC
HDFC Bank
HDFC Bank
Hdfc bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Bank
HDFC Banks
ICICI
ICICI
ICICI
5 - 9 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
5 - 9 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years

9 Improved a little
4 Improved a little
7 Improved a little
7 Improved a little
8 Improved a lot
8 Improved a little
8 Improved a little
8 Improved a lot
8 Improved a little
9 Improved a little
7 Improved a little
7 Improved a little
7 Improved a little
8 Improved a little
6 Improved a little
8 Improved a lot
9 Improved a little
7 Improved a little
7 Improved a little
9 Improved a little
7 Improved a little
7 Improved a little
8 Improved a little
7 Improved a little
9 Improved a little
6 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
7 Improved a little
8 Improved a little
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
Icici
ICICI
ICICI
Icici
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
Icici
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
ICICI
Icici
ICICI Bank
Icici bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI bank
ICICI BANK
Icici bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI bank
ICICI BANK
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI BANK
ICICI Bank
ICICI BANK
ICICI Bank
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
1 - 4 years
9 Improved a little
8 Improved a lot
10 Improved a lot
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
3 Improved a little
5 Improved a lot
8 Improved a lot
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
6 Improved a little
7 Improved a little
9 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
6 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
9 Improved a little
7 Improved a little
10 Improved a lot
9 Improved a little
9 Improved a little
9 Improved a little
8 Improved a lot
8 Improved a little
10 Improved a little
9 Improved a little
8 Improved a little
9 Improved a lot
ICICI Bank
10 - 14 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
5 - 9 years
ICICI Bank
1 - 4 years
Icici bank
1 - 4 years
Icici bank
5 - 9 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI Bank
1 - 4 years
ICICI BANK LTD.
1 - 4 years
ICICI Bank.
5 - 9 years
idbi
5 - 9 years
IDBI
1 - 4 years
IDBI Bank
5 - 9 years
IDBI Bank
1 - 4 years
IDBI Bank
1 - 4 years
IDBI, BOB
1 - 4 years
indian bank
15 years and above
Indian Bank
15 years and above
Indian Overseas Bank
Less than one year
IOB Bank
5 - 9 years
Kotak Bank
1 - 4 years
Kotak Mahindra
1 - 4 years
Kotak Mahindra
5 - 9 years
Kotak Mahindra Bank
1 - 4 years
Kotak Mahindra Bank
1 - 4 years
Oriental Bank of Commerc 5 - 9 years
Oriental Bank of Commerc 15 years and above
PNB Bank
5 - 9 years
Punjab national Bank
5 - 9 years
SBI
15 years and above
SBI
5 - 9 years
SBI
5 - 9 years
SBI
5 - 9 years
SBI,HDFC and AXIS bank 1 - 4 years
Standard Chartered
1 - 4 years
Standard chartered Bank 1 - 4 years
STANDARD CHARTERED 1 - 4 years
State Bank of India
5 - 9 years
State Bank of India
5 - 9 years
State Bank Of India
5 - 9 years
state bank of india
5 - 9 years
State Bank of india
1 - 4 years
State bank of India
5 - 9 years
STATE BANK OF INDIA 1 - 4 years
Syndicate Bank
1 - 4 years
9 Improved a lot
9 Improved a little
7 Improved a little
7 Improved a little
9 Improved a little
9 Improved a little
8 Improved a little
6 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a lot
8 Improved a little
5 Improved a little
8 Improved a little
10 Improved a lot
7 Improved a little
6 Improved a little
7 Improved a lot
8 Improved a little
8 Improved a lot
8 Improved a lot
7 Improved a little
6 Improved a little
7 Improved a little
8 Improved a lot
8 Improved a little
8 Improved a little
7 Improved a little
7 Improved a lot
8 Improved a little
7 Improved a little
4 Improved a little
9 Improved a lot
7 Improved a lot
7 Improved a little
Convenience - Parking
Convenience - Banking
Convenience - Hours
Staff - Availability
5
2
3
3
3
4
3
4
4
2
2
3
3
2
3
3
1
4
2
3
5
3
3
2
3
3
4
5
4
4
4
3
4
5
5
3
5
5
4
4
4
5
4
4
5
4
5
5
5
4
5
5
4
4
4
4
3
3
4
5
4
5
5
4
3
3
4
3
4
4
5
4
4
3
5
4
4
5
4
4
2
3
4
3
4
5
3
4
4
4
2
4
4
5
5
4
3
4
2
4
4
4
4
5
1
3
4
1
3
2
3
4
3
3
4
3
3
3
4
3
3
2
3
3
3
3
4
4
3
3
3
3
2
3
3
3
3
4
3
3
4
3
3
3
3
2
1
3
3
4
3
4
3
4
3
4
3
3
4
4
4
3
4
2
4
4
4
5
4
4
4
4
4
4
4
5
4
4
5
4
5
4
4
4
4
4
4
4
5
5
4
3
4
4
4
4
5
3
3
3
4
5
4
4
4
5
4
4
5
3
3
4
4
2
3
2
1
4
4
4
5
4
3
4
4
4
4
3
3
4
4
4
3
5
4
3
3
3
4
4
4
4
5
4
3
3
4
4
3
3
3
3
3
4
5
4
4
4
5
3
5
3
3
1
4
4
3
3
3
4
4
3
5
4
4
4
4
4
5
3
5
4
4
4
5
5
4
4
4
4
4
3
4
4
4
5
4
3
4
5
4
3
4
3
2
4
3
5
4
4
4
4
4
5
5
4
4
4
3
5
4
4
3
3
3
4
3
3
3
3
3
3
4
2
2
5
1
2
4
2
4
3
2
1
3
4
2
4
3
4
1
4
2
4
3
4
5
4
3
4
4
3
4
3
4
3
3
3
4
4
3
4
5
5
3
4
5
3
5
4
4
4
3
2
4
5
4
4
5
4
3
4
3
5
4
4
5
3
4
4
4
4
5
5
5
4
4
4
5
5
5
4
4
4
5
4
4
4
5
4
4
4
3
3
3
5
4
4
3
4
3
4
4
4
4
2
4
4
5
3
4
5
4
5
4
5
3
4
4
5
3
4
4
4
4
5
5
4
3
3
4
5
5
5
4
4
4
5
4
4
5
5
4
4
4
4
2
2
5
5
4
3
5
4
4
3
4
4
3
2
5
4
3
4
4
4
5
4
4
4
4
4
5
3
5
2
4
4
4
5
5
3
5
4
5
4
5
5
4
4
5
4
3
5
5
5
4
4
4
4
3
5
4
2
2
2
5
3
2
4
4
3
4
4
4
2
3
1
3
2
5
2
4
2
3
3
3
4
3
1
4
4
2
3
3
3
4
4
3
3
2
3
2
4
2
3
4
4
4
4
4
5
4
3
4
4
5
4
4
5
4
4
4
4
4
4
2
4
3
4
3
5
4
2
3
1
5
4
5
5
3
4
4
3
3
4
4
4
3
4
5
5
3
3
4
4
2
3
4
4
5
4
5
4
3
4
4
5
4
4
2
4
4
3
3
4
4
3
3
3
4
3
5
4
4
2
2
4
4
5
5
4
4
4
4
4
3
3
3
3
4
4
5
4
4
4
4
3
4
3
4
5
4
5
4
3
4
3
5
4
4
2
4
4
4
4
5
4
4
4
4
2
4
5
4
4
3
2
5
5
5
4
2
5
3
4
3
4
3
4
3
3
3
5
4
2
5
4
2
4
3
4
Staff - Peak hour avl
Staff - Responsiveness
Staff - Courteousness
Recognition
3
4
4
3
3
3
3
4
3
2
2
3
3
3
4
2
3
4
4
2
3
2
4
1
3
4
3
4
4
4
4
3
2
5
5
3
4
3
4
4
4
5
4
5
4
3
5
5
4
4
4
3
4
4
3
4
4
3
4
5
5
4
5
3
2
4
5
4
4
5
4
4
3
5
5
4
5
4
4
4
2
3
3
3
3
5
3
3
2
2
1
4
3
2
3
2
4
2
1
4
2
1
1
1
1
4
4
5
3
2
2
3
2
5
5
3
3
4
4
4
3
4
3
3
2
5
4
4
4
3
3
3
3
2
4
3
3
3
2
3
5
3
3
4
3
1
2
4
4
2
3
3
3
4
4
4
4
1
4
4
1
3
4
3
2
2
4
5
4
3
4
4
4
5
5
4
4
3
5
3
4
4
3
3
4
3
2
4
3
4
3
4
4
5
4
4
4
4
1
3
4
5
3
4
4
4
4
3
4
3
3
5
4
1
3
4
3
4
4
4
4
4
4
5
4
4
4
5
5
4
4
5
4
5
4
4
4
3
4
4
4
4
4
4
4
4
5
4
4
4
4
4
4
4
5
4
4
4
4
5
4
5
4
4
2
4
1
1
2
1
3
2
2
5
2
2
3
1
3
2
5
3
4
4
4
3
3
1
4
4
2
4
3
3
2
2
2
2
1
3
3
1
3
2
4
2
2
3
3
3
3
3
2
3
2
3
4
2
3
5
2
3
3
4
3
4
3
3
3
4
1
3
4
4
4
3
3
3
4
3
3
4
2
1
3
4
4
4
5
3
1
4
3
4
3
4
3
5
4
4
4
5
4
3
3
5
4
4
4
4
4
3
5
3
2
4
4
2
4
4
4
3
2
3
4
4
4
4
5
4
4
4
2
4
4
5
3
3
4
1
3
4
5
3
5
3
3
5
5
4
5
3
4
4
5
4
3
4
4
4
4
4
5
2
3
5
4
3
4
5
4
4
4
4
4
2
5
2
4
4
4
5
4
5
4
2
4
4
5
4
3
4
4
4
4
5
4
4
4
4
5
5
4
5
5
4
4
5
4
4
5
5
5
4
4
2
2
3
4
3
2
1
5
4
4
3
2
1
2
1
3
4
4
2
5
3
2
3
4
3
3
3
5
3
2
4
4
2
3
5
3
4
3
3
3
1
5
3
4
4
2
2
3
5
1
5
4
4
3
4
3
3
4
3
3
3
4
4
2
3
4
4
4
3
3
1
2
3
2
3
5
3
4
2
3
4
3
2
3
2
3
2
3
2
3
2
4
2
2
4
5
2
2
4
2
2
4
3
4
3
4
3
4
3
4
4
4
3
4
2
3
3
4
3
4
3
5
4
3
3
3
5
4
3
2
2
2
4
5
4
2
4
3
4
3
3
3
4
3
3
4
5
5
2
4
2
2
4
2
2
5
5
5
5
3
4
4
4
5
4
4
4
4
4
4
5
3
5
4
5
3
4
5
4
4
3
2
4
5
5
4
2
4
5
4
3
3
3
5
4
4
5
5
4
4
5
4
2
4
2
5
5
1
2
2
3
3
2
1
5
2
4
3
4
4
4
2
3
1
3
3
3
3
5
4
2
3
3
4
4
5
4
1
5
2
3
1
3
2
5
4
4
5
3
3
2
5
2
1
2
2
5
Responsiveness - Br Mgr ATangibles - Layout
Tangibles - Prodt Lit
Reliability - Efficiency
4
3
2
3
3
4
4
5
5
3
4
3
2
2
3
2
4
5
1
2
3
4
3
5
4
3
4
3
3
3
4
4
4
5
4
1
5
3
3
4
5
5
4
5
4
5
1
5
4
5
5
2
4
4
3
4
3
4
4
5
5
3
5
4
3
4
4
5
4
5
4
3
3
5
4
4
5
4
4
3
4
4
3
4
4
4
5
3
5
4
4
4
5
4
4
5
4
4
5
5
5
3
5
4
1
4
4
4
3
3
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3 Important
3 Very important
5 Very important
4 Important
3 Important
4 Important
5 Important
3 Important
3 Important
4 Important
2 Very important
5 Very important
5 Very important
4 Important
4 Very important
4 Very important
4 Important
3 Important
4 Very important
4 Very important
Very important
Very important
Very important
Somewhat important
Important
Very important
Important
Very important
Very important
Important
Important
Important
Important
Very important
Important
Very important
Very important
Very important
Important
Very important
Important
Important
Very important
Important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Somewhat important
Important
Not very important
Important
Important
Important
Important
Important
Very important
Very important
Very important
Very important
Important
Important
Important
Somewhat important
Important
Very important
Exp - Ease of doing bus
Exp - Timely Service
Exp - Loyalty Prog
Exp - Internet Banking
Very important
Important
Important
Important
Very important
Important
Not very important
Very important
Very important
Very important
Important
Very important
Somewhat important
Somewhat important
Not very important
Important
Very important
Very important
Important
Very important
Important
Important
Very important
Very important
Important
Very important
Important
Very important
Very important
Very important
Somewhat important
Very important
Important
Important
Somewhat important
Very important
Important
Very important
Somewhat important
Very important
Very important
Very important
Somewhat important
Very important
Very important
Very important
Very important
Very important
Somewhat important
Very important
Important
Very important
Very important
Very important
Somewhat important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Important
Important
Not very important
Important
Important
Important
Very important
Important
Important
Important
Very important
Important
Important
Important
Very important
Important
Very important
Important
Very important
Very important
Somewhat important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Important
Important
Important
Very important
Very important
Important
Important
Very important
Important
Very important
Very important
Very important
Very important
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Important
Very important
Very important
Important
Very important
Very important
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Important
Very important
Important
Important
Very important
Very important
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Important
Important
Very important
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Very important
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Very important
Somewhat important
Not very important
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Not very important
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Important
Very important
Somewhat important
Important
Important
Somewhat important
Somewhat important
Important
Very important
Important
Not very important
Somewhat important
Important
Important
Important
Very important
Somewhat important
Not very important
Important
Important
Very important
Very important
Very important
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Important
Very important
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Important
Very important
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Important
Important
Very important
Very important
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Important
Very important
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Important
Important
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Very important
Very important
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Very important
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Important
Very important
Very important
Important
Important
Very important
Important
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Very important
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Very important
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Very important
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Important
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Somewhat important
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Very important
Very important
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Very important
Not very important
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Very important
Very important
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Somewhat important
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Very important
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Not very important
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Important
Very important
Important
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Somewhat important
Important
Very important
Somewhat important
Somewhat important
Not very important
Important
Somewhat important
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Very important
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Important
Important
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Very important
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Somewhat important
Important
Important
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Somewhat important
Somewhat important
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Somewhat important
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Important
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Somewhat important
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Not very important
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Important
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Important
Important
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Important
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Important
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Very important
Important
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Very important
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Important
Very important
Important
Very important
Very important
Important
Important
Important
Important
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Very important
Important
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Very important
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Important
Important
Very important
Very important
Very important
Important
Very important
Very important
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Very important
Important
Important
Important
Not very important
Important
Important
Very important
Important
Very important
Very important
Very important
Important
Very important
Important
Somewhat important
Very important
Important
Important
Very important
Very important
Very important
Very important
Very important
Important
Important
Important
Important
Very important
Very important
Important
Important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Important
Important
Important
Very important
Important
Very important
Important
Very important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Important
Important
Important
Very important
Important
Very important
Somewhat important
Important
Very important
Very important
Somewhat important
Important
Important
Important
Important
Important
Important
Very important
Important
Somewhat important
Very important
Not very important
Important
Important
Important
Important
Somewhat important
Important
Somewhat important
Not very important
Important
Very important
Important
Not very important
Somewhat important
Somewhat important
Somewhat important
Important
Important
Somewhat important
Very important
Important
Somewhat important
Somewhat important
Somewhat important
Important
Important
Important
Somewhat important
Very important
Very important
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Very important
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Important
Very important
Very important
Important
Very important
Very important
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Very important
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Very important
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Important
Very important
Very important
Very important
Very important
Very important
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Very important
Very important
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Important
Important
Very important
Important
Very important
Very important
Important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Important
Very important
Exp - Mobile Banking
Exp - Home Banking
Important
Important
Very important
Important
Very important
Very important
Important
Not very important
Very important
Somewhat important
Very important
Not very important
Somewhat important
Very important
Somewhat important
Very important
Important
Very important
Important
Important
Important
Very important
Not very important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Not very important
Somewhat important
Important
Very important
Important
Very important
Important
Very important
Not very important

Important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Important
Important
Important
Very important
Important
Important
Very important
Important
Somewhat important
Somewhat important
Somewhat important
Very important
Important
Somewhat important
Very important
Very important
Very important
Somewhat important
Very important
Very important
Somewhat important
Very important
Not very important
Very important
Important
Very important
Not very important
Important
Important
Not very important
Not very important
Not very important
Very important
Important
Somewhat important
Important
Important
Important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Very important
Important
Important
Very important
Important
Very important
Important
Important
Very important
Very important
Somewhat important
Important
Very important
Important
Very important
Important
Very important
Very important
Important
Very important
Very important
Somewhat important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Very important
Very important
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Important
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Very important
Important
Very important
Important
Somewhat important
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Important
Important
Important
Very important
Important
Important
Somewhat important
Important
Very important
Important
Somewhat important
Important
Important
Important
Important
Important
Important
Not very important
Somewhat important
Important
Important
Very important
Very important
Very important
Not very important
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Important
Important
Important
Important
Important
Important
Very important
Very important
Very important
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Important
Important
Somewhat important
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Very important
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Very important
Important
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Important
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Important
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Important
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Important
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Important
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Important
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Very important
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Important
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Very important
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Important
Important
Very important
Important
Very important
Very important
Very important
Important
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Very important
Very important
Important
Very important
Important
Very important
Not very important
Somewhat important
Somewhat important
Very important
Somewhat important
Important
Important
Very important
Somewhat important
Not very important
Important
Important
Very important
Important
Very important
Very important
Important
Somewhat important
Important
Somewhat important
Very important
Important
Somewhat important
Important
Very important
Very important
Important
Somewhat important
Important
Somewhat important
Somewhat important
Very important
Very important
Not very important
Important
Important
Very important
Important
Very important
Important
Very important
Very important
Important
Important
Very important
Somewhat important
Important
Very important
Very important
Very important
Very important
Very important
Very important
Important
Important
Very important
Important
Important
Important
Important
Very important
Very important
Important
Somewhat important
Important
Very important
Very important
Very important
Very important
Important
Very important
Important
Very important
Very important
Very important
Very important
Very important
Important
Important
Important
Very important
Important
Very important
Very important
Somewhat important
Not very important
Important
Very important
Somewhat important
Very important
Very important
Very important
Important
Very important
Very important
Very important
Important
Very important
Very important
Somewhat important
Somewhat important
Very important
Very important
Important
Important
Important
Not very important
Very important
Very important
Important
Very important
Important
Somewhat important
Not very important
Very important
Important
Somewhat important
Important
Somewhat important
Important
Very important
Important
Very important
Very important
Very important
Very important
Important
Very important
Somewhat important
Not very important
Important
Very important
Important
Very important
Very important
Important
Not very important
Important
Important
Very important
Somewhat important
Very important
Somewhat important
Important
Not very important
Important
Important
Important
Somewhat important
Bank
RelationshOverall exService Perception - Last 12 months
Axis Bank 1 - 4 years
7 Improved a little
9 Improved a little
5 Improved a little
6 Improved a little
7 Improved a little
9 Improved a little
7 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
9 Improved a little
CITI Bank 1 - 4 years
8 Improved a little
7 Improved a little
9 Improved a little
8 Improved a little
7 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
8 Improved a lot
8 Improved a little
10 Improved a lot
HDFC Bank 1 - 4 years
8 Improved a little
9 Improved a lot
9 Improved a little
4 Improved a little
7 Improved a little
7 Improved a little
8 Improved a lot

ICICI Bank 5 - 9 years

8 Improved a little
8 Improved a little
8 Improved a lot
8 Improved a little
9 Improved a little
7 Improved a little
7 Improved a little
7 Improved a little
8 Improved a little
6 Improved a little
8 Improved a lot
9 Improved a little
7 Improved a little
7 Improved a little
9 Improved a little
7 Improved a little
7 Improved a little
8 Improved a little
7 Improved a little
9 Improved a little
6 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
7 Improved a little
8 Improved a little
9 Improved a little
8 Improved a lot
10 Improved a lot
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
5 - 9 years
1 - 4 years
10 - 14 yea
1 - 4 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
5 - 9 years
1 - 4 years
1 - 4 years
1 - 4 years

3 Improved a little
5 Improved a lot
8 Improved a lot
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
6 Improved a little
7 Improved a little
9 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
6 Improved a little
8 Improved a little
9 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
9 Improved a little
7 Improved a little
10 Improved a lot
9 Improved a little
9 Improved a little
9 Improved a little
8 Improved a lot
8 Improved a little
9 Improved a little
8 Improved a little
9 Improved a lot
9 Improved a lot
9 Improved a little
7 Improved a little
7 Improved a little
9 Improved a little
9 Improved a little
8 Improved a little
6 Improved a little

Kotak Mahin1 - 4 years
Standard Ch1 - 4 years
8 Improved a little
8 Improved a little
8 Improved a little
8 Improved a little
9 Improved a little
7 Improved a lot
8 Improved a little
8 Improved a lot
8 Improved a little
Promoter/Detrator
Neutral
Neutral
Promoter
Neutral
Detratcor
Neutral
Neutral
Detratcor
Neutral
Promoter
Neutral
Neutral
Neutral
Neutral
Promoter
Neutral
Promoter
Neutral
Neutral
Neutral
Neutral
Neutral
Promoter
Neutral
Neutral
Neutral
Promoter
Neutral
Neutral
Neutral
Neutral
Neutral
Promoter
Neutral
Detratcor
Promoter
Neutral
Promoter
Promoter
Neutral
Promoter
Detratcor
Promoter
Promoter
Detratcor
Neutral
Neutral
Detratcor
Neutral
Neutral
Neutral
Neutral
Convenienc
ConvenienConvenienStaff - AvaiStaff - PeaStaff - Re
3
3
2
4
3
3
3
4
4
3
3
4
3
5
4
4
3
4
3
3
4
4
3
2
2
4
3
2
1
4
3
4
4
3
3
3
3
4
4
4
4
3
3
2
3
4
4
4
3
4
4
4
3
4
5
5
3
5
3
5
1
4
3
4
3
3
4
4
4
5
3
4
4
3
4
4
3
4
4
4
3
3
3
3
4
4
4
4
3
3
4
4
4
4
4
3
3
5
5
5
5
4
3
4
4
2
4
4
3
4
4
3
3
4
3
4
3
4
3
4
4
3
3
3
3
3
3
4
4
4
3
2
4
5
5
5
4
5
4
5
4
3
3
5
2
3
5
4
2
3
2
5
5
4
2
4
3
5
4
4
3
3
3
4
3
2
3
4
2
4
3
4
3
4
3
4
4
4
4
4
3
5
3
5
2
5
1
4
4
5
3
4
4
4
4
4
4
5
2
5
5
3
4
4
3
4
4
4
2
3
5
5
4
2
3
5
3
5
3
4
2
5
3
5
5
4
4
4
2
4
4
4
1
4
3
5
4
4
3
4
3
5
5
5
4
3
1
3
3
1
1
1
3
4
4
4
4
4
4
4
4
4
4
4
1
4
2
3
5
1
3
3
3
3
3
3
2
4
2
3
2
4
3
2
1
4
2
3
4
4
4
4
3
2
3
4
4
3
2
2
3
4
4
5
5
4
4
5
5
4
5
5
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Promoter
Neutral
Promoter
Neutral
Neutral
Neutral
Neutral
Neutral
Detratcor
Promoter
Neutral
Promoter
Neutral
Neutral
Neutral
Promoter
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Neutral
Promoter
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3
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5
5
5
5
5 Not very imNot very imSomewhat Important
i
3
3
3
3
3
3
4
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5
5
5
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5
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5
4 Not at all i Somewhat Very
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5
4
4
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3
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5
5
5
4
4
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5
5
5
5
5
2
2
4
4
4
5 Important Very importImportant Important
5
5
5
5
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i
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4
5
4
5
5
4 Not very imNot very imImportant Very import
4
4
4
2
2
5
5
5
2
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4
4
4
4
4
5
4
4
4
4
5 Important Very importImportant Important
5
4
5
5
5
5
5
5
5
5
5
5
4
3
3
5
4
5
5
4
5
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5
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5
5 Not very imVery importVery importVery import
5
5
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5
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i
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3
3
4
4
2
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5
5
5
4
5
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4
4 Very importVery importImportant Important
5
4
5
5
5
3
3
4
4
4
5
5
5
5
5
5 Somewhat Somewhat
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4
3
4
4
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5
5
5
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4
4
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4
4
4
4
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5
5
5
5
4
4
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4
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4
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5
5
5
4
4
4
4
4
4
4
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4
4
5
5
4
5
4
5
4
3
4
4
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4
4
4
5
5
5
5
4
4
2
4
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4
4
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4
4
4
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5
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4
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4
4
4
4
4
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4
5
5
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4
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3
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4
4
4
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5
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4
4
4
3
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3
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4
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4
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4
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4
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4
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3
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3
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3
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4
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5
2
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4
4
4
4
4
3
3
4
4
3
3
5
4
4
4
4
4
4
4
5
3
3
5
4
4
5
3

4 Somewhat Very
i
importVery importVery import
4 Very importImportant Very importImportant
5 Not very imNot very imVery importImportant
4 Very importImportant Important Very import
3 Important Important Important Very import
3 Somewhat Somewhat
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i
importVery import
4 Important Very importImportant Very import
4 Important Somewhat Important
i
Very import
4 Not at all i Very importVery importVery import
i
Important Very import
5
5
2
5
3
4
5
4
5
5
3
4
5
5
3
5
5
3
2
5
4
4
5
5
5
4
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3
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5
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4
4
4
5
4
4
4
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5
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5
5
4
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4
4
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4
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4
4
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3
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5
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4
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4
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4
4
4
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3
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5
4
4
5
4
5
4
3
5
4
3
5
4
4
5
5
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3
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4
4
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3
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4
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4
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5
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4
4
4
5
4
4
4
5
4
5
5
4
4
5
5
4
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3
5
4
4
3
5
2
3
3
5
3
3
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3
3
4
2
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3
5
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4
1
4
3
5
5
4
4
5
5
5
4
5
4
4
5
5
4
5
5
5
4
5
5
4
4
5
5
3
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4
5
3
4
4
3
5
2
3
4
4
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5
3
3
4
4
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3
4
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4
4
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5
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4

2 Somewhat Somewhat
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3 Important Somewhat Somewhat
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3 Not very imNot at all i Not very imSomewhat i
5 Not at all i Not very imSomewhat Very
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5 Not very imSomewhat Important
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5 Somewhat Very
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5 Somewhat Very
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importVery import
4 Important Very importVery importImportant
5 Important Very importVery importImportant
4
4
4
5
4
1
5
5
5
5
4
5
5
4
4
3
4
5
1
5
5
5
5
4
5
5
4
3
4
4
5
2
5
5
5
4
4
5
5
4
2
3
4
3
1
3
5
5
4
4
5
5
4
4
3
4
3
1
3
5
4
5
3
5
5

2 Somewhat Very
i
4 Not at all i Very importVery importVery import
Exp - LoyaExp - Inte Exp - MobiExp - Home Banking

Important Important Important Important
Not very imVery importVery importImportant
Important Very importVery importVery important
Not very imImportant Important Not very important
Important Very importVery importSomewhat important
Very importVery importVery importNot very important
Important Very importSomewhat Not
i at all important
Somewhat Very
i
importVery importSomewhat important
Somewhat Very
i
importVery importImportant
Somewhat Very
i
Somewhat Very
i
importImportant Important
Somewhat Very
i
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Somewhat Very
i
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Somewhat Very
i
importVery importVery important
Important Very importImportant Important
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i
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Somewhat Very
i
importVery importNot very important
Somewhat Very
i
importImportant Not very important
Important Very importImportant Not very important
Not very imVery importSomewhat Not
i at all important
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i
important
Somewhat Very
i
importSomewhat Important
i
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i
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i
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i
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i
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Somewhat Important
i
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i
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Somewhat Very
i
Somewhat Very
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i
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i
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i
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i
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Somewhat Very
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i
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i
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i
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Somewhat Very
i
importImportant Somewhat important
Somewhat Very
i
importSomewhat Very
i
important
Bank
RelationshOverall exPromoter/Detrator
Bank of Baroda
1 - 4 years
7 Neutral
Bank of Baroda
1 - 4 years
8 Neutral
Bank of Baroda
1 - 4 years
8 Neutral
Bank of Baroda
1 - 4 years
8 Neutral
Bank of India
10 - 14 yea
8 Neutral
Canara Bank
5 - 9 years
7 Neutral
IDBI Bank
5 - 9 years
8 Neutral
IDBI Bank
1 - 4 years
8 Neutral
IDBI Bank
5 - 9 years
8 Neutral
IDBI Bank
1 - 4 years
8 Neutral
IDBI Bank
1 - 4 years
5 Detratcor
IDBI Bank
1 - 4 years
8 Neutral
Indian Bank
15 years a
10 Promoter
Indian Bank
15 years a
7 Neutral
Indian Overseas Bank Less than
6 Detratcor
Indian Overseas Bank 5 - 9 years
6 Detratcor
Oriental Bank of Comme5 - 9 years
7 Neutral
Oriental Bank of Comme15 years a
8 Neutral
Punjab National Bank 5 - 9 years
7 Neutral
Punjab National Bank 5 - 9 years
7 Neutral
SBI
15 years a
6 Detratcor
SBI
5 - 9 years
6 Detratcor
SBI
5 - 9 years
7 Neutral
SBI
5 - 9 years
8 Neutral
SBI
1 - 4 years
8 Neutral
SBI
5 - 9 years
7 Neutral
SBI
5 - 9 years
7 Neutral
SBI
5 - 9 years
8 Neutral
SBI
5 - 9 years
7 Neutral
SBI
1 - 4 years
4 Detratcor
SBI
5 - 9 years
9 Promoter
SBI
1 - 4 years
7 Neutral
Syndicate Bank
1 - 4 years
7 Neutral
Service PeConvenienc
Not really
3
Improved a
4
Improved a
4
Improved a
4
Improved a l
5
Improved a l
2
Not really
4
Improved a l
2
Improved a
3
Improved a l
1
Improved a l
3
Improved a l
2
Improved a
5
Improved a l
2
Improved a l
4
Not really
2
Become a li
1
Improved a
4
Improved a l
4
Not really
2
Improved a l
3
Not really
3
Improved a l
3
Improved a
4
Improved a l
4
Improved a l
3
Improved a
2
Improved a l
4
Improved a l
2
Improved a l
3
Improved a
4
Improved a
4
Improved a l
4
ConvenienConvenienStaff - AvaiStaff - PeaStaff - Re Staff - Co Recogniti Responsive

Tangibles Tangibles 3
3
3
2
2
4
4
3
3
3
4
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
3
4
4
3
4
4
4
4
4
4
3
4
4
3
4
4
4
3
3
4
4
4
4
4
5
4
4
4
4
4
4
3
3
4
4
4
4
3
3
3
3
4
4
4
2
3
4
1
5
5
1
3
2
3
4
3
4
2
4
4
3
4
3
5
3
3
4
3
3
5
3
3
3
3
4
4
2
2
3
3
3
3
2
3
3
3
4
3
3
4
3
3
4
4
5
5
5
5
5
5
5
5
5
5
4
4
4
3
4
4
4
4
3
4
2
4
4
4
3
4
2
4
4
4
3
2
3
2
2
3
3
3
3
3
3
4
2
2
2
2
1
4
2
3
4
4
5
3
4
4
5
5
5
4
4
4
3
2
3
5
2
4
4
5
3
4
4
3
4
4
3
4
3
4
3
4
3
2
3
3
1
3
2
2
4
3
4
3
3
3
3
3
3
3
4
3
3
2
3
3
2
4
3
2
4
3
4
4
4
5
5
4
5
4
3
3
3
2
3
4
4
4
4
4
3
4
4
2
5
4
3
3
2
4
3
4
2
2
2
4
2
5
4
3
4
4
5
4
4
5
5
4
4
4
4
4
4
2
2
4
2
3
3
4
2
3
2
2
2
2
1
3
3
3
3
4
4
4
4
4
2
4
3
3
4
3
3
3
2
2
2
3
3
2
4
4
4
4
2
5
5
5
2
4
Reliability Reliability Product - Loyalty - Loyalty - Website - Website - Website - Mobile BanMobile Ban
3
3
3
3
3
3
2
3
3
3
4
4
4
4
4
5
5
4
4
4
4
4
4
4
4
5
5
4
4
4
4
4
4
4
4
5
5
4
4
4
4
4
4
3
3
4
3
4
4
4
3
4
4
2
2
3
3
4
4
3
4
4
4
4
4
4
4
4
3
3
4
5
3
3
3
2
4
2
2
2
5
5
1
1
2
5
4
5
2
2
4
5
5
2
2
4
4
1
4
3
4
4
4
2
2
4
4
5
2
3
4
4
3
3
3
4
4
4
3
3
5
5
5
5
5
5
5
5
5
5
4
4
4
2
2
4
5
5
2
2
4
4
4
3
3
3
2
2
4
4
3
3
3
3
2
3
3
3
2
3
2
3
2
3
2
2
2
2
4
2
4
3
4
4
3
4
4
4
4
4
5
5
5
5
3
4
4
5
5
5
4
4
4
4
4
3
4
4
3
3
3
4
2
2
2
3
4
3
4
2
4
3
3
3
3
4
4
4
3
3
3
4
3
3
3
4
3
3
3
3
5
5
4
4
3
5
5
5
5
5
4
4
4
4
3
3
4
4
4
4
4
4
3
3
3
5
4
4
4
3
5
5
4
4
2
3
4
3
5
3
5
5
5
4
4
4
4
4
3
4
4
3
3
3
3
4
4
4
4
4
3
3
4
4
3
3
3
3
3
3
4
2
4
4
4
4
4
4
4
3
2
4
3
4
2
4
4
3
5
4
4
4
2
2
2
4
4
4
4
4
Mobile Bank
Exp - BranExp - Cou Exp - EaseExp - TimeExp - LoyaExp - Inte Exp - MobiExp - Home Banking
3 Important Important Important Important Not very imImportant Not very imSomewhat important
4 Very importImportant Important Important Very importImportant Important Very important
4 Important Important Very importVery importSomewhat Important
i
Not very imSomewhat important
3 Important Very importImportant Important Not very imImportant Important Very important
4 Important Very importVery importVery importImportant Very importImportant Very important
4 Very importVery importVery importVery importNot at all i Very importVery importImportant
1 Important Important Very importVery importVery importVery importVery importSomewhat important
4 Important Very importVery importVery importNot at all i Very importVery importImportant
i
Important Very importImportant Very importVery importSomewhat important
3 Important Important Important Important Somewhat Important
i
Important Important
5 Very importVery importVery importVery importVery importVery importVery importVery important
i
Very importVery importNot very imVery importImportant Important
4 Very importImportant Very importVery importImportant Very importVery importVery important
3 Important Very importImportant Important Important Very importVery importVery important
3 Important Very importVery importImportant Not very imImportant Important Not very important
4 Important Important Important Important Important Important Important Important
5 Important Somewhat Important
i
Important Very importVery importVery importVery important
3 Important Important Important Very importImportant Important Important Important
2 Not very imNot very imNot very imImportant Not very imVery importVery importVery important
3 Not very imImportant Important Very importSomewhat Very
i
3 Important Important Important Important Somewhat Important
i
Somewhat Important
i
i
Very importVery importSomewhat Very
i
importNot very imNot very important
4 Important Important Important Very importImportant Important Important Important
4 Important Very importImportant Very importImportant Very importVery importVery important
4 Very importVery importVery importVery importSomewhat Very
i
4 Very importImportant Important Very importSomewhat Important
i
Important Important
4 Important Important Somewhat Very
i
importSomewhat Very
i
importVery importNot very important
3 Important Important Very importVery importImportant Very importVery importImportant
4 Very importSomewhat Important
i
Very importImportant Very importVery importImportant
4 Very importImportant Important Very importImportant Important Important Important
4 Somewhat Very
i
importVery importImportant Somewhat Very
i
me Banking
Bank
Axis Bank
CITI Bank
HDFC Bank
ICICI Bank
Kotak Mahindra Bank
Standard Chartered Bank
CSI Overall Experience Convenience Staff Recognition

35.10
7.53
3.59
3.63
2.29
37.94
8.05
3.76
3.69
2.71
36.27
7.62
3.57
3.68
2.57
37.48
8.01
3.80
3.83
3.06
37.78
8.20
3.73
3.65
4.00
43.22
8.67
3.89
4.00
4.00
Responsiveness - Br Mgr Avl

3.24
3.19
3.53
3.54
3.80
4.67
Tangibles Reliability Product - CC/DC Loyalty Website

3.50
3.76
3.71
3.15
4.06
3.93
4.10
4.38
3.81
4.38
3.68
3.83
3.72
3.38
4.31
3.81
3.91
3.79
3.53
4.19
3.80
3.90
3.80
3.30
4.20
4.50
4.50
4.33
4.33
4.67
Mobile Banking Promoters(%) Detratctors(%) NPS

4.18
23.53
11.77
11.76
3.98
23.81
4.76
19.05
4.01
20.76
9.43
11.32
4.02
33.33
8.33
25.00
3.60
20.00
0.00
20.00
4.33
33.33
0.00
33.33
Service Perception - Last 12 months

Improved a Little
Improved a Little
Improved a Little
Improved a Little
Improved a Little
Improved a Little
3.24
3.00
3.00
3.29
3.20
2.67
3.88
4.33
4.06
4.13
4.00
4.67
Convenience - Hours
3.65
3.95
3.66
3.99
4.00
4.33
3.88
3.67
3.89
4.06
4.20
3.67

3.18
3.05
3.21
3.44
3.00
3.67
Staff - Responsiveness Staff - Courteousness

3.53
3.94
4.00
4.05
3.58
4.06
3.65
4.15
3.40
4.00
4.00
4.67
Tangibles - Layout
3.41
3.86
3.68
3.74
3.80
4.67

3.59
4.00
3.68
3.89
3.80
4.33
3.94
4.24
3.98
4.03
4.00
4.67
3.59
3.95
3.68
3.79
3.80
4.33
Loyalty - Program
3.18
4.00
3.43
3.51
3.40
4.33
3.12
3.62
3.32
3.54
3.20
4.33
4.00
4.38
4.36
4.29
4.20
4.67
Website - Navigation Ease

4.12
4.33
4.23
4.13
4.20
4.67
Website - Effectiveness
4.06
4.43
4.34
4.15
4.20
4.67
Mobile Banking - Accessability

4.35
4.05
4.21
4.01
3.60
4.67

4.06
4.10
3.87
4.07
3.60
4.33
Mobile Banking - Reliability

4.12
3.81
3.94
3.99
3.60
4.00
Exp - Branch Location

4.12
4.52
3.98
3.93
3.00
4.00
Exp - Courteousness
4.00
4.48
4.23
4.26
3.00
4.33

4.12
4.62
4.51
4.54
4.60
5.00

4.24
4.67
4.62
4.75
5.00
5.00
Exp - Loyalty Prog

3.76
3.71
3.47
3.67
5.00
5.00

4.06
4.95
4.85
4.88
5.00
5.00

4.00
3.67
4.53
4.51
5.00
5.00
Exp - Home Banking

4.00
4.00
3.28
3.90
5.00
5.00
Bank
Bank of Baroda
Bank of India
Canara Bank
IDBI Bank
Indian Bank
Oriental Bank of Commerce
Punjab National Bank
SBI
Syndicate Bank
CSI Overall Score Convenience Staff Recognition

36.98
7.75
3.75
3.69
3.25
38.50
8.00
4.33
3.50
4.00
34.33
7.00
3.67
4.00
4.00
7.50
7.50
3.06
3.38
2.67
8.50
8.50
4.17
4.38
4.50
31.21
6.00
2.83
3.13
2.50
32.83
7.50
3.33
3.00
3.00
38.50
7.00
3.50
3.50
2.50
33.73
7.00
3.39
3.20
2.55
36.75
7.00
4.00
3.75
5.00
Responsiveness - Br Mgr Avl

3.75
4.00
3.00
3.33
4.50
3.50
4.50
4.00
3.55
5.00
Website Loyalty Mobile Banking Tangibles Reliability

4.17
3.75
3.75
3.38
3.75
3.67
3.00
4.00
4.00
4.00
3.33
2.00
3.33
3.50
3.50
3.33
4.33
3.33
2.58
3.78
4.25
4.50
4.50
3.50
4.83
2.67
2.75
3.33
3.50
3.50
3.00
3.00
3.50
3.50
3.00
4.00
4.00
4.00
4.00
4.50
3.47
3.45
3.61
3.23
3.80
4.00
2.00
4.00
3.00
4.00
Product - CC/DC Promoters(%) Detractors(%) NPS

3.75
0.00
0.00
0.00
4.00
0.00
0.00
0.00
4.00
0.00
0.00
0.00
2.83
0.00
16.67
-16.67
3.50
50.00
0.00
50.00
3.50
0.00
100.00
-100.00
3.00
0.00
0.00
0.00
4.50
0.00
0.00
0.00
3.48
8.33
25.00
-16.67
2.00
0.00
0.00
0.00
Service Perception - Last 12 months

Err:512
Improved a little
Improved a little
Err:512
Err:512
Err:512
Err:512
Err:512
Err:512
Improved a little
3.75
5.00
2.00
2.50
3.50
3.00
2.50
3.00
3.18
4.00
3.75
4.00
5.00
3.33
4.50
2.50
3.50
3.50
3.45
4.00
Convenience - Hours
3.75
4.00
4.00
3.33
4.50
3.00
4.00
4.00
3.55
4.00
3.75
4.00
4.00
3.67
4.50
3.50
3.50
3.50
3.45
4.00

3.50
3.00
4.00
2.33
4.00
3.00
2.50
2.50
2.73
4.00
Staff - Responsiveness Staff - Courteousness

3.50
4.00
3.00
4.00
4.00
4.00
3.50
4.00
4.50
4.50
2.50
3.50
3.00
3.00
3.50
4.50
3.09
3.55
2.00
5.00
Tangibles - Layout
3.75
4.00
3.00
3.00
4.00
3.50
3.50
3.50
3.18
2.00

3.00
4.00
4.00
3.67
4.50
3.50
3.50
4.50
3.09
4.00
3.75
4.00
3.00
4.17
4.50
3.50
3.00
4.50
3.82
4.00
3.75
4.00
4.00
4.50
4.50
3.50
3.00
4.50
3.82
4.00
Loyalty - Program
3.75
3.00
2.00
2.50
3.50
3.00
3.50
4.50
3.45
2.00
3.75
3.00
2.00
2.67
3.50
2.50
2.50
3.50
2.91
2.00
4.50
4.00
3.00
3.83
4.50
3.00
3.00
3.50
3.91
4.00
Website - Navigation Ease

4.25
3.00
3.00
4.00
5.00
2.50
3.00
4.00
3.91
4.00
Website - Effectiveness
3.75
4.00
4.00
3.50
5.00
2.50
3.00
4.50
3.64
4.00
Mobile Banking - Accessability

3.75
4.00
4.00
2.67
3.50
3.00
4.00
4.00
3.91
4.00

3.75
4.00
3.00
2.67
3.50
3.50
3.00
4.00
3.36
4.00
Mobile Banking - Reliability

3.75
4.00
3.00
3.17
3.50
3.50
3.50
4.00
3.64
4.00

4.00
3.00
4.00
4.00
1.00
3.50
4.50
5.00
4.18
4.00
Exp - Courteousness
4.25
4.00
4.00
4.50
3.50
4.50
4.50
4.00
4.45
3.00

4.25
5.00
4.00
4.67
4.50
5.00
4.00
4.00
4.55
4.00

4.25
5.00
4.00
5.00
5.00
4.50
4.00
4.00
4.82
4.00
Exp - Loyalty Prog

3.25
3.00
2.00
3.00
4.00
3.00
3.50
5.00
4.36
5.00

4.00
5.00
4.00
5.00
5.00
4.50
4.00
4.00
5.00
5.00

3.75
2.00
2.00
5.00
5.00
3.50
4.00
4.00
5.00
5.00
Exp - Home Banking

3.50
2.00
3.00
5.00
5.00
3.00
5.00
5.00
5.00
5.00
Bank
Overall expConvenienStaff
Axis Bank
7 2.666667
Axis Bank
8 3.666667
Axis Bank
9
4
Axis Bank
7 3.333333
Axis Bank
5
3
Axis Bank
7 3.666667
Axis Bank
7 3.666667
Axis Bank
6 2.666667
Axis Bank
7 3.666667
Axis Bank
9 4.333333
Axis Bank
7 2.666667
Axis Bank
8
4
Axis Bank
8 3.666667
Axis Bank
7 3.666667
Axis Bank
9
4
Axis Bank
8
4
Axis Bank
9 4.333333
CITI Bank
8 3.666667
CITI Bank
8 3.666667
CITI Bank
8 3.333333
CITI Bank
7 3.333333
CITI Bank
7 3.666667
CITI Bank
9 4.666667
CITI Bank
8 4.333333
CITI Bank
7 3.333333
CITI Bank
8
4
CITI Bank
9
4
CITI Bank
8 3.333333
CITI Bank
8
3
CITI Bank
8 3.666667
CITI Bank
8 3.666667
CITI Bank
8
3
CITI Bank
9
4
CITI Bank
8
4
CITI Bank
6 3.666667
CITI Bank
9 4.666667
CITI Bank
8 3.666667
CITI Bank
10 4.333333
HDFC Ban
9 3.333333
HDFC Ban
8
4
HDFC Ban
9 4.333333
HDFC Ban
6 2.333333
HDFC Ban
9 3.666667
HDFC Ban
9
4
HDFC Ban
4 2.333333
HDFC Ban
7
3
HDFC Ban
7 2.666667
HDFC Ban
4
2
HDFC Ban
7
4
HDFC Ban
8 3.666667
HDFC Ban
8 3.666667
HDFC Ban
8 4.666667
3.25
3.5
3.75
3.25
2.75
3.25
3.5
3.75
3.75
4.5
3.5
4.25
3.75
3.25
3.5
3.5
4.75
3.25
3.5
3.75
3
3.25
4.75
4
3.25
3.75
3.25
2.75
3.75
4.25
4
4
4.5
3.75
3.25
3.25
4
4.25
3.25
4
4
1.5
4.25
4
2.5
3
3.25
3
3.25
2.75
4.5
4.5
Recognitio ResponsiveTangibles Reliability Product - Loyalty

3
3
4
3.5
4
3
1
3
3
4
5
3
3
3
4
4.5
4
3.5
3
3
4
4
4
4
1
1
1
2
2
2.5
2
2
3
3
4
4
2
3
3
3
3
2.5
1
3
3
4
1
3
3
4
3.5
3.5
4
3.5
2
4
4
5
5
2.5
1
5
4
4.5
4
3.5
2
3
3
4
4
2.5
2
4
4
3
4
3
3
3
3
4
4
3.5
4
4
4
3.5
4
3.5
3
4
4
3.5
4
3
3
3
5
5
3
3
2
2
3
3.5
4
3.5
3
3
3.5
3.5
4
3.5
3
3
3.5
3
4
3.5
3
4
4
4
3
3
3
4
4
4
4
2.5
5
5
5
4
5
4.5
3
5
4.5
4.5
5
5
3
3
2
2.5
4
3.5
2
4
5
5
5
4.5
2
3
3.5
4
5
4.5
1
2
3
4
5
5
4
2
4
4
4
3
3
3
4.5
5
5
5
2
2
5
4.5
4
4.5
3
4
4
4
4
4
2
5
5
5
5
2.5
4
1
4
4
3
3
2
2
4
3.5
4
3
1
3
2
4
5
4
4
4
5
5
5
5
2
3
4
5
5
3
1
5
4.5
2.5
5
4.5
1
4
5
5
5
3
1
3
3
3.5
4
3
4
1
1
2.5
1
2.5
2
4
4
4
4
4
4
4
4
4
4
4.5
1
4
3
2
1
2.5
1
3
4
4
3
1
2
3
3
4
4
3.5
1
3
3
2.5
1
1
3
3
4
3.5
4
3
2
4
4.5
4
4
3
2
4
4
4
4
4
5
5
5
5
3
5
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
HDFC Ban
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
8
7
8
8
8
8
8
8
8
7
9
7
9
8
7
7
7
8
6
9
8
9
7
7
7
9
7
7
8
7
7
8
7
9
8
6
8
9
8
8
7
8
9
7
8
10
8
7
8
9
8
9
8
3.666667
3.333333
3.666667
4
3.666667
3.666667
3
3.666667
3.666667
3.666667
4
3.666667
4.666667
3.666667
3.333333
3.333333
3.333333
3.333333
3.666667
3.666667
4
4.333333
4
3
3.333333
4
3.666667
3.333333
3.666667
3
2.666667
2.333333
3.666667
4.333333
4
3.666667
4
4.333333
3.666667
4
4
3
3.666667
3.333333
3.333333
5
4.333333
3.666667
3.333333
4
3
4.333333
3.666667
3.75
3.5
4.25
4
4.25
3.75
4.75
4
3.75
3.25
5
4
4.25
4
3.5
3.5
3.5
3.25
3
4
3.5
4
3.5
3.25
3.75
5
3.75
3.5
4
3.5
2
3.25
3.75
4.75
3.25
3.75
3.75
3.75
4.25
4
4.5
3.75
4.25
2.5
2.75
5
3.5
3
3.5
4.5
3.25
4
3.5
2
2
3
1
3
2
5
3
4
4
4
3
3
1
4
4
2
4
3
3
2
2
2
2
1
3
3
1
3
2
4
2
2
3
3
3
3
3
2
3
2
3
2
2
3
4
3
2
1
5
4
4
3
4
2
5
3
5
4
4
4
4
4
5
4
4
4
3
3
2
3
4
4
3
4
4
3
3
4
3
3
4
3
3
3
2
3
4
3
3
3
4
3
3
3
4
3
3
4
4
4
3
4
2
4
4
3.5
3.5
3
3.5
4.5
3.5
3
4
3.5
3.5
4.5
3
4.5
4
4
4
2.5
3
4
4
3.5
3.5
4
2
3.5
5
4
3
4.5
3
3
4
2
4
4
4
4
5
4
3.5
4
4
4
3.5
3
5
4
4
3
4
3
5
3
4
3
4
4
4.5
4.5
4.5
4.5
4.5
4
5
4
4.5
4
3.5
3.5
4
4
3
3.5
3.5
4
4
4.5
3
4
4
4
3.5
2.5
4
4
2
5
4
4
3
4.5
4.5
4.5
4.5
4
4
2.5
3
5
5
4
4
4.5
3.5
4.5
4
2
3
4
3
4
3
4
5
5
4
5
4
5
4
3
3
5
4
3
4
4
4
4
4
3
5
4
5
4
3
3
3
4
4
4
3
4
5
3
3
4
4
4
4
3
5
4
3
4
4
2
5
4
3
3
3.5
1
3
4
4
5
4
3.5
5
4.5
4
4
3
3
3
3
2.5
2.5
3.5
4
4.5
3
2.5
3.5
4
3
4
3
2
2
3
5
3.5
3
4
5
3.5
3.5
3
3
4
3
3.5
4.5
3
2.5
3
3
3
5
4.5
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
9
9
3
5
4
8
8
8
8
8
8
8
6
7
9
8
9
8
8
6
8
7
8
9
8
8
8
8
9
7
10
8
8
9
9
9
8
8
10
9
8
9
9
9
9
9
7
7
8
9
9
8
6
3.666667
3.666667
2.666667
3
3.666667
4.666667
3
3.333333
5
3
3.333333
4
3.333333
4
3.666667
3.333333
3.666667
3
4
3.333333
4
3.666667
4.666667
3.666667
4.333333
3
3.666667
3.666667
4.666667
5
4.666667
3.666667
4
4
4.333333
4
3.666667
4.333333
4.333333
3.666667
3.666667
4
4.333333
4
4.333333
4.333333
3.333333
3.333333
3.333333
4
4.333333
3.666667
3
3.75
3.5
2.75
2.75
3.5
4
3.75
4
4.25
3.75
4.25
4
2.75
3.75
4
4
3.25
3
4.25
2.75
3.75
4.25
4.25
3.25
4.5
3.25
4
4.25
4.75
3.75
5
4.25
4
4
5
4
3.25
4.25
4.75
4.5
4
4
4
4.25
4
4
3.25
3.75
3.5
4
4
4
2.5
2
1
2
1
3
4
4
2
5
3
2
3
4
3
3
3
5
3
2
4
4
2
3
5
3
4
3
3
3
1
5
3
4
4
2
2
3
5
1
5
4
4
5
1
2
2
3
3
2
1
5
2
4
3
3
2
3
3
4
4
3
5
4
3
4
2
4
3
5
3
3
4
3
4
3
5
3
4
3
3
4
3
3
5
4
4
4
3
4
4
4
5
5
4
4
4
1
4
3
3
3
3
3
5
3
4
4
3.5
2
2.5
3
3.5
4
3.5
5
4
4
4
2
3
3.5
3.5
4.5
3
4
3.5
4
3
4.5
4
5
3
4.5
2
4.5
4
5
4
4
4
3.5
4
5
4
5
4
4.5
4
3.5
4
5
3.5
4
3.5
4
4
4.5
3
3
3.5
4
2.5
2
3
4
4
4
4
3.5
4
4
1.5
4
3
4
5
3
4.5
3.5
4
4.5
4.5
4.5
4
3.5
4
3.5
4.5
4
5
4
4
3.5
4.5
4
4.5
4.5
5
3.5
4
3
4
3
4
3.5
4
4
4
5
3.5
4
4
4
4
2
3
3
4
4
3
3
4
4
4
3
4
3
4
3
3
4
4
4
3
5
5
4
2
3
4
4
5
5
3
2
4
4
4
5
3
5
5
4
3
4
4
5
3
3
4
4
5
4
4
3
3
4
2
2.5
3
4
3.5
3.5
3
5
2.5
4
3
4
3
4
3
3
4
4
4
1.5
4.5
3
3.5
3
2.5
3
4.5
4.5
5
3
3
4
4
4
3
2.5
4
5
4
3.5
3
1.5
5
4.5
3
2
3.5
4.5
5
3
4
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
ICICI Bank
Kotak Mahi
Kotak Mahi
Kotak Mahi
Kotak Mahi
Kotak Mahi
Standard C
Standard C
Standard C
8
8
8
8
9
7
8
8
10
8
8
8
10
4
4
3.333333
3.666667
4
2
4
3.666667
4.666667
4.333333
3.666667
4
4
3.5
3.75
4
3.75
4.25
2.25
3.75
4.25
4.25
3.75
3
4
5
3
4
4
4
2
3
4
4
5
4
4
5
3
3
4
3
4
4
2
4
3
5
5
4
5
5
4
4
4
4
4
1.5
4.5
3.5
5
4.5
4
4.5
5
4
4
4
3.5
4.5
2.5
3.5
4
5
4.5
3.5
5
5
4
4
4
4
5
2
4
5
3
5
3
5
5
4
4
3.5
4
4
3
3
3.5
2
5
3
5
5
Website
3
4
5
4
4.666667
4
3
1.333333
4
5
3.666667
5
4.666667
4
4.333333
4.333333
5
4
4
5
3
3.666667
5
5
4.333333
4.333333
5
5
2.666667
5
4.333333
4
5
4
4.333333
4.666667
5
4.666667
4.666667
5
5
3.333333
5
5
4.666667
3.333333
5
3.666667
5
4
4
5
Mobile
3
3.666667
5
4
4.333333
4.666667
3.333333
3.666667
3.333333
5
4.333333
4
5
4.666667
4
4
5
4.666667
5
5
3
4
4.333333
4.666667
3
3
4
4.666667
4.333333
4.666667
4.666667
2
2
4
4.333333
4.333333
5
3
4.666667
5
5
2.666667
4.333333
4.333333
4.333333
4
5
3.666667
3
4
4
4.666667
SUMMARY OUTPUT
Regression Statistics
Multiple R 0.73154
R Square 0.535151
Adjusted R 0.509165
Standard E 0.796823
Observatio
171
Only Convenience, staff and product are signif

detemining the overall experience
ANOVA
df
Regression
Residual
Total
SS
MS
F Significance F
9 117.6831 13.0759 20.59432 8.53E-023
161 102.2233 0.634928
170 219.9064
Coefficients
Standard Error t Stat
P-value Lower 95%Upper 95%
Intercept 1.928553 0.481298 4.006985 9.38E-005 0.978082 2.879024
Convenien 0.391691 0.158388 2.472987 0.014438 0.078906 0.704477
Staff
0.518706 0.145233 3.571548 0.000468 0.231899 0.805513
Recognitio 0.087091 0.058392 1.491479 0.137793 -0.028223 0.202405
Responsive-0.069379 0.088207 -0.786546 0.432704 -0.24357 0.104813
Tangibles
0.15351 0.11049 1.389356 0.166643 -0.064686 0.371706
Reliability 0.192627 0.118546 1.624915 0.106137 -0.041478 0.426733
Product - 0.280158 0.095616 2.930034 0.003882 0.091335 0.468981
Loyalty
0.03314 0.089166 0.371661 0.710634 -0.142946 0.209225
Website
0.004212 0.10322 0.040806 0.967501 -0.199627 0.208051
RESIDUAL OUTPUT
Observation
Predicted Overall experience
Residuals
1 7.232915 -0.232915
2 7.807275 0.192725
3 8.232144 0.767856
4 7.627708 -0.627708
5 5.749366 -0.749366
6 7.394422 -0.394422
7 7.120641 -0.120641
8 6.413397 -0.413397
9 7.758608 -0.758608
10
8.9386
0.0614
11 7.261657 -0.261657
12 8.121444 -0.121444
13 7.638196 0.361804
14 7.588192 -0.588192
15 7.924745 1.075255
16 7.821084 0.178916
17 8.83451 0.16549
18 7.474166 0.525834
19 7.69831 0.30169
20 7.605321 0.394679
21 7.111143 -0.111143
4
3.666667
4
4
4
5
3.666667
4.666667
5
5
5
4.333333
4.666667
4
4.333333
4.333333
4.333333
3.666667
4
3.666667
4.333333
4
5
5
4
5
4
4.666667
4.333333
3
3.333333
4
3
5
4
4
4
5
4.666667
4.666667
4.333333
4
4
3
4.333333
5
3.666667
3
3.333333
4.333333
3.666667
5
4.333333
4
3
3.333333
4
4.666667
4
3.333333
4.333333
4.666667
3.666667
4.333333
3.666667
4
4
4
4
3.666667
4
3.333333
3.666667
4
4
5
4.666667
2.333333
5
4
4.666667
4
4
4
3
3
4.666667
4
3.666667
3
5
4
4
4.333333
4
4
3.666667
4
5
3
3
5
4
4
4.666667
3.333333
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
7.637779
9.417896
8.760249
7.016582
8.635987
8.025929
7.427551
7.874211
8.863869
8.397386
7.816795
8.892167
8.060739
7.61251
7.951727
8.828659
8.893468
7.402118
8.631671
7.955496
4.911668
8.12472
8.316359
5.177288
6.810901
7.113622
5.417848
7.763594
7.386064
8.250185
8.937101
7.190945
7.155589
7.968141
7.647352
8.278149
7.604768
8.321407
8.490341
8.339265
7.686871
9.331796
7.942387
9.055325
7.903741
7.436268
7.436268
7.757829
7.526745
7.036722
7.930496
7.743187
8.175204
-0.637779
-0.417896
-0.760249
-0.016582
-0.635987
0.974071
0.572449
0.125789
-0.863869
-0.397386
0.183205
0.107833
-0.060739
-1.61251
1.048273
-0.828659
1.106532
1.597882
-0.631671
1.044504
1.088332
0.87528
0.683641
-1.177288
0.189099
-0.113622
-1.417848
-0.763594
0.613936
-0.250185
-0.937101
0.809055
-0.155589
0.031859
0.352648
-0.278149
0.395232
-0.321407
-0.490341
-0.339265
-0.686871
-0.331796
-0.942387
-0.055325
0.096259
-0.436268
-0.436268
-0.757829
0.473255
-1.036722
1.069504
0.256813
0.824796
5
4.666667
2
4.333333
3
4.666667
4.333333
4
5
4.666667
3
4
4.333333
5
3
5
5
3
2.333333
5
4
3.666667
4.666667
5
5
4
4.666667
3.666667
5
5
5
4
4
4
5
3.333333
4
3.666667
5
4.666667
4.666667
4
4.666667
4
5
4.666667
3.666667
5
4
3.333333
5
4
4
3
5
2
3
3.333333
4.333333
2.666667
2.666667
5
3
3
4
3
5
3
4
5
3
4
1
4
3.666667
5
5
4
4
4.666667
5
4.666667
4.666667
5
4
4
5
5
4.333333
4.666667
5
5
4.666667
5
5
4
4
5
5
3
4.333333
4
5
4.333333
3.666667
4
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
120
121
122
123
124
125
126
127
7.882824
7.17042
7.11363
9.148502
8.017625
7.679519
8.059768
6.77977
6.302534
6.802488
7.270287
9.027437
7.802887
7.704327
7.955561
8.846085
7.922902
8.003504
8.514705
7.723357
8.120508
6.74854
6.726894
9.853051
8.237781
7.138046
7.393745
8.706599
6.808931
8.993473
7.683034
7.805292
7.639819
5.858536
6.119627
7.224302
8.482758
7.759044
7.556164
8.679082
7.626752
8.005402
8.208486
6.424344
7.929512
7.56041
7.805437
7.89275
6.703821
8.340366
7.286589
8.165901
7.76828
-0.882824
-0.17042
-0.11363
-0.148502
-1.017625
-0.679519
-0.059768
0.22023
0.697466
1.197512
-0.270287
-0.027437
0.197113
-1.704327
0.044439
0.153915
0.077098
-0.003504
-1.514705
0.276643
0.879492
0.25146
1.273106
0.146949
-0.237781
-0.138046
0.606255
0.293401
1.191069
0.006527
0.316966
1.194708
1.360181
-2.858536
-1.119627
-3.224302
-0.482758
0.240956
0.443836
-0.679082
0.373248
-0.005402
-0.208486
-0.424344
-0.929512
1.43959
0.194563
1.10725
1.296179
-0.340366
-1.286589
-0.165901
-0.76828
4
3.666667
3.666667
4.333333
4.666667
1.333333
5
5
5
4.666667
4
5
5
4
3.333333
3
3.666667
3
1.333333
3
5
4.333333
4.333333
3
5
5
128
129
130
131
132
133
134
135
136
137
138
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
9.002516
8.279997
8.739555
6.740957
7.896997
7.769723
9.121872
8.666637
9.75677
7.894302
7.702122
8.199264
8.863815
8.118587
8.185734
8.407951
9.115026
8.661871
8.244576
7.806223
8.406146
8.096641
8.722978
7.88749
7.313006
7.748239
7.653723
8.59023
8.461646
7.873561
6.692159
8.018512
8.164497
8.085855
7.940427
8.630351
5.378723
8.117414
8.555114
8.708006
8.716259
7.236696
8.900181
9.32146
-1.002516
0.720003
-0.739555
1.259043
0.103003
0.230277
-0.121872
-1.666637
0.24323
0.105698
0.297878
0.800736
0.136185
0.881413
-0.185734
-0.407951
0.884974
0.338129
-0.244576
1.193777
0.593854
0.903359
0.277022
1.11251
-0.313006
-0.748239
0.346277
0.40977
0.538354
0.126439
-0.692159
-0.018512
-0.164497
-0.085855
0.059573
0.369649
1.621277
-0.117414
-0.555114
1.291994
-0.716259
0.763304
-0.900181
0.67854
aff and product are significant in

the overall experience
Lower 95.0%
Upper 95.0%
0.978082 2.879024
0.078906 0.704477
0.231899 0.805513
-0.028223 0.202405
-0.24357 0.104813
-0.064686 0.371706
-0.041478 0.426733
0.091335 0.468981
-0.142946 0.209225
-0.199627 0.208051
Bank
Bank of Baroda
Bank of Baroda
Bank of Baroda
Bank of Baroda
Bank of India
Canara Bank
IDBI Bank
IDBI Bank
IDBI Bank
IDBI Bank
IDBI Bank
IDBI Bank
Indian Bank
Indian Bank
SBI
SBI
SBI
SBI
SBI
SBI
SBI
SBI
SBI
SBI
SBI
SBI
Syndicate Bank
Overall experience
7
8
8
8
8
7
8
8
8
8
5
8
10
7
6
6
7
8
7
7
6
6
7
8
8
7
7
8
7
4
9
7
7
Convenience
3
4
4
4
4.3333333333
3.6666666667
4
2.3333333333
3.3333333333
2.3333333333
3.6666666667
2.6666666667
5
3.3333333333
3.3333333333
2.3333333333
2.6666666667
4
4
3
3.3333333333
3.3333333333
3.3333333333
3.6666666667
3.3333333333
3.3333333333
3
4
3.3333333333
2.6666666667
3.6666666667
3.6666666667
4
Staff Recognition Responsiveness Tangibles

2.75
4
3
3
4
3
4
3.5
4
3
4
3.5
4
3
4
3.5
3.5
4
4
4
4
4
3
3.5
3.25
3
4
4
3.75
1
3
2.5
3.5
3
4
4
3.75
3
3
3
2.5
3
3
2.5
3.5
3
3
4
5
5
5
5
3.75
4
4
3.5
3.75
2
4
4
2.5
3
3
3
2
1
4
2.5
4
5
5
4.5
3.25
2
4
4.5
3.75
3
4
3.5
2.75
1
3
2
3.25
3
3
3
2.75
2
4
2.5
4.25
5
4
4.5
3
4
4
4
3.75
3
3
3
2.5
2
5
3.5
4.5
5
4
4
3
2
3
3.5
2
1
3
3
4
2
4
3
2.5
2
3
2.5
3.75
5
5
3
Reliability Product Loyalty

Website
Mobile
3
3
3
2.6666666667
3
4
4
4
4.6666666667
4
4
4
4
4.6666666667
4
4
4
4
4.6666666667
4
4
4
3
3.6666666667
4
3.5
4
2
3.3333333333 3.3333333333
4
4
4
4
3.3333333333
4.5
3
3
2.6666666667 2.6666666667
5
1
1.5 4.6666666667 1.6666666667
4.5
5
2
3
3.6666666667
4
4
2
4.3333333333 2.6666666667
4
3
3
4
3
5
5
5
5
5
4
4
2
4.6666666667
2
4
4
3
2.3333333333
4
3
3
2.5
3
2.6666666667
2.5
2
2.5
2
3
3.5
4
3.5
4
4
5
5
4
4.3333333333
5
4
4
4
3.6666666667
3
3.5
2
2
3.3333333333 2.6666666667
3.5
3
3
4
3
3.5
3
3
3.3333333333
3
5
4
3.5
5
5
4
4
3.5 3.6666666667
4
4
3
3
4.3333333333 3.6666666667
5
4
3
3.3333333333
4
5
5
4
4
3.6666666667
3.5
3
3
4
4
3
4
3.5
3
3
3
4
4
4
3.6666666667
3
3
3
3.6666666667 4.3333333333
4
2
2
4
4
SUMMARY OUTPUT
Regression Statistics
Multiple R 0.770103
R Square 0.593059
Adjusted R 0.433821
Standard E 0.84698
Observatio
33
Only Staff are sign
ANOVA
df
Regression
Residual
Total
SS
MS
9 24.04583 2.671759
23 16.49963 0.717375
32 40.54545
Coefficients
Standard Error t Stat
Intercept 2.744276 1.158149 2.369537
Convenien -0.140518 0.406935 -0.345307
Staff
0.964935 0.328339 2.938838
Recognitio 0.020198 0.196548 0.102761
Responsive0.297633 0.310794 0.957652
Tangibles 0.090276 0.363094 0.24863
Reliability 0.066726 0.337432 0.197745
Product - -0.299328 0.227153 -1.317742
Loyalty
0.398288 0.292771 1.360406
Website -0.048787 0.312574 -0.156083
RESIDUAL OUTPUT
Observation
Predicted Overall experience
Residuals
1 6.587767 0.412233
2 8.044101 -0.044101
3 8.044101 -0.044101
4 8.044101 -0.044101
5 7.23063 0.76937
6 7.048616 -0.048616
7 7.398063 0.601937
8 7.640737 0.359263
9 7.669442 0.330558
10 6.713063 1.286937
11 5.475316 -0.475316
12 7.430061 0.569939
13 9.491383 0.508617
14 7.120168 -0.120168
15 7.637036 -1.637036
16 6.204607 -0.204607
17 6.202153 0.797847
18 8.272423 -0.272423
19 7.174138 -0.174138
20 7.992172 -0.992172
21 6.291937 -0.291937
22
23
24
25
26
27
28
29
30
31
32
33
6.97151
6.753865
8.314164
7.087824
7.471078
6.748139
8.412024
6.755217
5.733865
7.991404
6.118534
7.930363
-0.97151
0.246135
-0.314164
0.912176
-0.471078
0.251861
-0.412024
0.244783
-1.733865
1.008596
0.881466
-0.930363
Only Staff are significant in detemining the overall experience
F Significance F
3.724353 0.005198
P-value Lower 95%Upper 95%

Lower 95.0%
Upper 95.0%
0.026581 0.348464 5.140089 0.348464 5.140089
0.733002 -0.982327 0.701292 -0.982327 0.701292
0.007374 0.285714 1.644156 0.285714 1.644156
0.919043 -0.386393 0.426788 -0.386393 0.426788
0.348197 -0.345294 0.94056 -0.345294 0.94056
0.805853 -0.660842 0.841394 -0.660842 0.841394
0.844982 -0.631306 0.764758 -0.631306 0.764758
0.200565 -0.769229 0.170572 -0.769229 0.170572
0.186886 -0.207356 1.003931 -0.207356 1.003931
0.87733 -0.695396 0.597821 -0.695396 0.597821
Bank
Axis Bank
Bank of Baroda
Bank of India
Canara Bank
Citibank
HDFC
ICICI
IDBI
Indian Bank
Kotak Mahindra Bank
Standard Chartered
State Bank of India
Syndicate Bank
Perception - Convenience
3.59
3.75
4.33
3.67
3.76
3.57
3.80
3.06
4.17
2.83
3.73
3.33
3.50
3.89
3.39
4.00
Bank
Axis Bank
Bank of Baroda
Bank of India
Canara Bank
Citibank
HDFC
ICICI
IDBI
Indian Bank
Kotak Mahindra Bank
Standard Chartered
State Bank of India
Syndicate Bank
Exp - Home Banking

4.00
3.50
2.00
3.00
4.00
3.28
3.90
5.00
5.00
3.00
5.00
5.00
5.00
5.00
5.00
5.00
Average Score :
4.17
Home banking inded is
crucial basis the above
score

4.12
4.00
3.00
4.00
4.52
3.98
3.93
4.00
1.00
3.50
3.00
4.50
5.00
4.00
4.18
4.00
Interpretation
Expectation of Convenience is more than Perception
Perception of Convenience is more than Expected
Perception - Courteousness
3.94
4.00
4.00
4.00
4.05
4.06
4.15
4.00
4.50
3.50
4.00
3.00
4.50
4.67
3.55
5.00
Exp - Courteousness
4.00
4.25
4.00
4.00
4.48
4.23
4.26
4.50
3.50
4.50
3.00
4.50
4.00
4.33
4.45
3.00
Interpretation
Expectation of Courteousness is more than Perception
Perception of Courteousness is more than Expected
Perception - EODB
3.67
3.67
3.67
3.67
3.84
3.76
3.84
3.80
4.50
3.17
3.86
3.17
3.83
4.30
3.45
3.33

4.12
4.25
5.00
4.00
4.62
4.51
4.54
4.67
4.50
5.00
4.60
4.00
4.00
5.00
4.55
4.00
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Expectation of
Interpretation
Ease of doing Business is more than Perception
Perception - Timely Service

3.76
3.75
4.00
3.50
4.10
3.83
3.91
4.33
4.50
3.50
3.90
3.00
4.50
4.50
3.82
4.00

4.24
4.25
5.00
4.00
4.67
4.62
4.75
5.00
5.00
4.50
5.00
4.00
4.00
5.00
4.82
4.00
Interpretation
Expectation of Timely Service is more than Perception
Perception of Timely Service is more than Expected
Perception - Loyalty
3.53
3.25
3.00
2.00
3.81
#DIV/0!
#DIV/0!
3.38
3.50
3.00
3.30
3.50
5.00
4.33
4.36
5.00
Exp - Loyalty Prog

3.76
3.25
3.00
2.00
3.71
3.47
3.67
3.00
4.00
3.00
5.00
3.50
5.00
5.00
4.36
5.00
Interpretation
Expectation of Loyalty Program is more than Perception
Perception of Loyalty Program is more than Expected
#DIV/0!
#DIV/0!
Perception of Loyalty Program is more than Expected
Perception- Internet Banking

4.19
4.17
3.67
3.33
4.38
#DIV/0!
#DIV/0!
4.31
4.83
2.67
4.20
3.00
4.00
4.67
3.82
4.00

4.06
4.00
5.00
4.00
4.95
4.85
4.88
5.00
5.00
4.50
5.00
4.00
4.00
5.00
5.00
5.00
Interpretation
Perception of Internet Banking is more than Expected
Perception of Internet Banking is more than Expected
Expectation of Internet Banking is more than Perception
#DIV/0!
#DIV/0!
Perception -Mobile Banking

4.02
3.75
4.00
3.00
3.98
#DIV/0!
#DIV/0!
4.01
3.50
3.50
3.60
3.25
4.00
4.33
3.50
4.00

4.00
3.75
2.00
2.00
3.67
4.53
4.51
5.00
5.00
3.50
5.00
4.00
4.00
5.00
5.00
5.00
Interpretation
Perception of Mobile Banking is more than Expected
Expectation of Mobile Banking is more than Perception
#DIV/0!
#DIV/0!

Group12 CSI Assignment

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CASE ANALYSIS BY

Service Perception - Last

8 Not really Changed

7 Not really Changed

7 Not really Changed

7 Not really Changed

8 Not really Changed

7 Not really Changed

7 Not really Changed

6 Not really Changed

Staff - Peak hour avl

Responsiveness - Br Mgr ATangibles - Layout

Tangibles - Prodt Lit

Website - Navigation Ease Website - Effectiveness

Mobile Banking - Accessabil

Mobile Banking - Ease

Mobile Banking - ReliabilityExp - Branch Location

5 Not at all important

5 Not very important

Exp - Ease of doing bus

Exp - Timely Service

Exp - Loyalty Prog

Exp - Internet Banking

Not very important

Not very important

Not very important

Exp - Mobile Banking

Exp - Home Banking

Not very important

Not very important

Not at all important

Not very important

Not very important

Not very important

HDFC Bank 1 - 4 years

8 Not really Changed

9 Not really Changed

ICICI Bank 1 - 4 years

Staff - Co Recogniti Responsive

Website - Website - Website - Mobile BanMobile BanMobile Bank

4 Not very imImportant Important Very import

3 Important Important Very importVery import

4 Important Important Important Important

Exp - LoyaExp - Inte Exp - MobiExp - Home Banking

Important Very importVery importImportant

Not very imVery importVery importVery important

Important Important Important Important

ConvenienConvenienStaff - AvaiStaff - PeaStaff - Re Staff - Co Recogniti Responsive

CSI Overall Experience Convenience Staff Recognition

Responsiveness - Br Mgr Avl

Tangibles Reliability Product - CC/DC Loyalty Website

Mobile Banking Promoters(%) Detratctors(%) NPS

Service Perception - Last 12 months

Staff - Peak hour avl

Staff - Responsiveness Staff - Courteousness

Tangibles - Prodt Lit

Website - Navigation Ease

Mobile Banking - Accessability

Mobile Banking - Ease

Mobile Banking - Reliability

Exp - Branch Location

Exp - Ease of doing bus

Exp - Timely Service