score avg score avg

Reliabilty ubl hbl

1 Staff keeping promise 5 5
2 Sincere interest in solving customers’ problems 6 5
3 Staff performing services right the first time 7 6

4 Provide services at the time they promise to do so 6 5

5 Insist on error-free records 8 7

total avg 6.4 5.6

Responsiveness
Staff telling customers exactly when services will
1 be performed 5 7
2 Prompt service 6 6
3 Staff willingness to help 5 5
4 Prompt response from staff 7 5
5 it took too long to rectify the problem 5 4

5.6 5.4

Assurance
1 Behaviors of staff instill confidence in customers 5 6
2 Customers feel safe in their transactions 5 5
Friendliness and courtesy of staff
3 Staff having knowledge to answer questions 8 8

6 6.33

Empathy
1 Individual attention given by staff 6 5
2 Convenient operating hours 4 5
3 Staff giving customers best interest at heart 6 4
4 Personal attention given 8 6
5 Understanding the specific needs of customer 6 5

6 5

Tangibility
1 Modern-looking equipments 5 6
2 Appealing physical activities 5 5
3 Neat appearance of staff 5 5
Materials associated with the service are visually
4 appealing 6 5
5 special arangement for handicaps 5 4
5.2 5
 scale
absolutely
disagree
Reliabilty 1 2 3 4 5 6 7
1 Staff keeping promise
2 Sincere interest in solving customers’ problems
3 Staff performing services right the first time

4 Provide services at the time they promise to do so

5 Insist on error-free records
scale
absolutely
disagree
Responsiveness 1 2 3 4 5 6 7
Staff telling customers exactly when services will
1 be performed
2 Prompt service
3 Staff willingness to help
4 Prompt response from staff
5 it took too long to rectify the problem

scale
absolutely
disagree
Assurance 1 2 3 4 5 6 7
1 Behaviors of staff instill confidence in customers
2 Customers feel safe in their transactions
Friendliness and courtesy of staff
3 Staff having knowledge to answer questions
scale
absolutely
disagree
Empathy 1 2 3 4 5 6 7
1 Individual attention given by staff
2 Convenient operating hours
3 Staff giving customers best interest at heart
4 Personal attention given
5 Understanding the specific needs of customer

scale
absolutely
disagree
Empathy 1 2 3 4 5 6 7
1 Modern-looking equipments
2 Appealing physical activities
3 Neat appearance of staff
Materials associated with the service are visually
4 appealing
5 special arangement for handicaps
 absolutely
agree
8 9 remark

absolutely
agree
8 9 remark

absolutely
agree
8 9 remark

absolutely
agree
8 9 remark
 absolutely
agree
8 9 remark
 score avg score avg
Equipment ubl hbl
1 The equipments are reliable and efficient. 4 3
2 back up of the equipment 3 2
3 relationship between equipment and human 5 4
4 Ease of navigation and search 4 3
4 3

human resource
1 staf education 5 5
2 staf turn over 4 3
3 workplace and job design 4 3
4 Individualized attention 4 4
5 Accurate delivery 5 4
4.4 3.8

location
1 place of the branch 4 4
2 customer relationship management 5 4
value for services
We are located at easy approach/Access of
3 customers. 4 4
4.3 4

Technology
1 Transaction safety 5 4

2 Ease of navigation and search 4 3

3 Transaction privacy 4 3
4 Error free processing 4 4
5 Quick loading times 4 3
4.2 3.4

other factors
1 Individualized attention 5 4
2 business process re-engineering 4 3
3 Simple and unambiguous purchase transactions 4 2
4 clear return policies and refunds 4 3
5 Online interactivity between buyer and seller 3 2
4 2.8
 Equipment human resource
internal
external es in s total es in s total
Reliabilty 6.4 4 25.6 6.4 4.4 28.16
Responsiveness 5.6 4 22.4 5.6 4.4 24.64
Assurance 6 4 24 6 4.4 26.4
Empathy 6 4 24 6 4.4 26.4
Tangibility 5.2 4 20.8 5.2 4.4 22.88
116.8 128.48
 location Technology other factors

es in s total es in s total es in s total

6.4 4.3 27.52 6.4 4.2 26.88 6.4 4 25.6
5.6 4.3 24.08 5.6 4.2 23.52 5.6 4 22.4
6 4.3 25.8 6 4.2 25.2 6 4 24
6 4.3 25.8 6 4.2 25.2 6 4 24
5.2 4.3 22.36 5.2 4.2 21.84 5.2 4 20.8
125.56 122.64 116.8