ASSIGNMENT – SERVICE QUALITY

Customer Satisfaction Index working

Please create a dashboard containing bank-wise assessment on Tangibles,

Convenience, Responsiveness, Assurance, Recognition, Accessibility, Reliability,
Credit Card, Internet Banking and Mobile Banking. 

If there are multiple questions for a variable or measure, calculate the average of
all measures of the variable and then summarize it across banks. 

First, clean the data first to ensure that all responses for the same bank are
summarized properly. You may notice that respondents have mentioned the name
of the same bank in different ways. 

Which bank is doing well? Which banks require improvement and on what
dimensions? As the Customer Service Head, what is your action plan to improve /
maintain performance.

You may also attempt a causal analysis with the bank rating as the dependent
variable (NPS) and other variables as independent. 

Expectations of customers mentioned in the data file need not be analyzed for this
assignment.