Professional Documents
Culture Documents
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2
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5
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7
Dimension
Tangibles
Reliability
Responsiveness
Assurance
Empathy
Features
servqual dimension
TANGIBILITY
TANGIBILITY
RELAIBILITY
RESPONSIVENESS
ASSURANCE
EMPATHY
REMARKS
strongly Disagree
fairly Disagree
disagree
neutral
agree
fairly agree
strongly agree
Statement
federal bank will perform the service right the first time.
federal bank will provide the service at the time they promise to do so.
federal bank will insist on error free records.
Employees of federal bank will tell customers exactly when services will be performed.
Employees of federal bank will give prompt service to customers.
Employees of federal bank will always be willing to help customers.
Employees of federal bank will never be too busy to respond to customers' requests.
The behaviour of employees in federal bank will instil confidence in customers
Customers of federal bank will feel safe in transactions.
Employees of federal bank will be consistently courteous with customers.
Employees of federal bank will have the knowledge to answer customers' questions.
federal bank will have operating hours convenient to all their customers.
federal bank will have employees who give customers personal service.
federal bank will have their customers' best interest at heart.
The employees of federal bank will understand the specific needs of their customers.
20
25
25
10
20
100
TABLE 2 - SERVQUAL IMPORTANCE WEIGHTS
scale from table 1
1.0833333
1.0833333
0.866666667
1.66666667
0.75
1.33333333
Expectation Score
RE
Points by ABHISHEK
KAKKAR
10
25
35
20
20
20
10
25
25
10
100
100
S
weighting from table 2
18.33333333
19.8611104964
18.33333333
19.8611104964
26.666666667
23.1111111111
21.66666667
25.2777777778
15
11.25
18.33333333
24.4444444444
20.7888887659
103.9444438297
5.3333333333
5.6666666667
5.6666666667
5.3333333333
6.3333333333
5.3333333333
5.6666666667
6.6666666667
5.6666666667
5.6666666667
5.3333333333
5.6666666667
5.6666666667
6.3333333333
5.6666666667
18.3333333333
26.6666666667
21.6666666667
15
18.3333333333
100
1.6666666667
1.3333333333
1.0833333333
0
1.3333333333
1.6666666667
1
0.8666666667
0.6666666667
1
0
1.6666666667
1.3333333333
0.3333333333
1.1666666667
1.3333333333
1.3333333333
0
1.6666666667
0.75
1.3333333333
1.3333333333
1.3333333333
2
0.6666666667
1.3333333333
1.04
1) Federal bank being a private ssector bank, its employees are neat in their appearances ,but their m
2) Federal bank is quiet a reliable bank and tend to provide error free services.
3) Federal bank employees as perceived by the customers are always willing to help them, but someh
4) Federal bank, though unknown to many, always instil confidence In their cutomers and are always c
5) Empathy is something where federal bank lags. As they do not have enough sales force, so providin
It has been observed, customers want the bank to perform their duties well and accurately. Bank emp