SNO PERCEPTION MEAN

1 Bank has Modern looking equipment 3.97

2 The physical facilities at excellent bank are visually appealing 3.97
3 Neat appearance of staff on the reception desk 3.97
4 Materials associated with the service are visually appealing at the bank 3.97
TOTAL 15.88
AVERAGE 3.97
EXPECTATION MEAN GAP SCORE
Bank has Modern looking equipment 3.43 0.54
The physical facilities at excellent bank are visually appealing 3.43 0.54
Neat appearance of staff on the reception desk 3.43 0.54
Materials associated with the service are visually appealing at the bank 3.43 0.54
TOTAL 13.72 2.16
AVERAGE 3.43 0.54
SNO PERCEPTION MEAN
1 Individual attention given by staff 3.34
2 Convenient operating hours 3.34
3 Staff giving customers best interest at heart 3.34
4 Personal attention given 3.34
5 Understanding your specific needs of customers. 3.34
TOTAL 16.7
AVERAGE 3.34
EXPECTATION MEAN GAP SCORE
Individual attention given by staff 3.82 -0.48
Convenient operating hours 3.82 -0.48
Staff giving customers best interest at heart 3.82 -0.48
Personal attention given 3.82 -0.48
Understanding your specific needs of customers. 3.82 -0.48
TOTAL 19.1 -2.4
AVERAGE 3.82 -0.48
SNO PERCEPTION MEAN
1 Staff telling you exactly when services will be performed 3.56
2 Prompt service 3.56
3 Staff willingness to help 3.56
4 Prompt response from staff for your queries 3.56
TOTAL 14.24
AVERAGE 3.56
EXPECTATION MEAN GAP SCORE
Staff telling you exactly when services will be performed 3.29 0.27
Prompt service 3.29 0.27
Staff willingness to help 3.29 0.27
Prompt response from staff for your queries 3.29 0.27
TOTAL 13.16 1.08
AVERAGE 3.29 0.27
SNO PERCEPTION MEAN
1 Behaviour of staff instil confidence 3.58
2 Customers feel safe in their transactions 3.58
3 Staff having knowledge to answer your queries 3.58
4 Staffs are trustworthy 3.58
TOTAL 14.32
AVERAGE 3.58
EXPECTATION MEAN GAP SCORE
Behaviour of staff instil confidence 3.3 0.28
Customers feel safe in their transactions 3.3 0.28
Staff having knowledge to answer your queries 3.3 0.28
Staffs are trustworthy 3.3 0.28
TOTAL 13.2 1.12
AVERAGE 3.3 0.28
SNO PERCEPTION MEAN
1 Sincere interest in solving customers’ problem 3.52
2 Staff performing services right the first time 3.52
3 Provide services at the time they promise to do 3.52
4 Insist on error-free records 3.52
TOTAL 14.08
AVERAGE 3.52
EXPECTATION MEAN GAP SCORE
Sincere interest in solving customers’ problem 3.32 0.2
Staff performing services right the first time 3.32 0.2
Provide services at the time they promise to do 3.32 0.2
Insist on error-free records 3.32 0.2
TOTAL 13.28 0.8
AVERAGE 3.32 0.2
NO DIMENSIONS GAP SCORE GAP %
1 Average score for Tangility 0.54 10.8
2 Average score for Empathy -0.48 -9.6
3 Average score for Responsiveness 0.27 5.4
4 Average score for Assurance 0.28 5.6
5 Average score for Reliability 0.2 4
TOTAL 0.81 16.2
AVERAGE 0.162 3.24