Post on 04-Jun-2018
transcript
8/13/2019 Analysis and Workings
1/82
[Modernized
equipment and
physical features
of EBL]
[Visual appeal of
materials
associated with
the service (such
as pamphlets or
statements) of
EBL]
[Appearance of
reception desk
employees of EBL]
Tangibles
[Delivery of
service within
promised time and
without error by
EBL]
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
4 4 5 4.3 2
4 4 4 4.0 4
4 5 5 4.7 4
4 4 5 4.3 5
4 5 4 4.3 5
4 4 4 4.0 4
5 3 4 4.0 54 2 5 3.7 3
5 1 2 2.7 5
3 1 1 1.7 5
4 2 4 3.3 4
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 5
4 3 3 3.3 5
3 4 3 3.3 4
2 2 2 2.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
4 4 5 4.3 2
4 4 4 4.0 4
4 5 5 4.7 4
4 4 5 4.3 5
4 5 4 4.3 5
4 4 4 4.0 4
5 3 4 4.0 5
4 2 5 3.7 3
5 1 2 2.7 53 1 1 1.7 5
4 2 4 3.3 4
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 5
4 3 3 3.3 5
8/13/2019 Analysis and Workings
2/82
3 4 3 3.3 4
2 2 2 2.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
4 4 5 4.3 2
4 4 4 4.0 4
4 5 5 4.7 4
4 4 5 4.3 5
4 5 4 4.3 5
4 4 4 4.0 4
5 3 4 4.0 5
4 2 5 3.7 3
5 1 2 2.7 5
3 1 1 1.7 5
4 2 4 3.3 4
3 3 3 3.0 5
3 2 1 2.0 54 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 5
4 3 3 3.3 5
3 4 3 3.3 4
2 2 2 2.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
4 4 5 4.3 2
4 4 4 4.0 4
4 5 5 4.7 4
4 4 5 4.3 5
4 5 4 4.3 5
4 4 4 4.0 4
5 3 4 4.0 5
4 2 5 3.7 3
5 1 2 2.7 5
3 1 1 1.7 5
4 2 4 3.3 4
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 54 2 1 2.3 5
4 3 3 3.3 5
3 4 3 3.3 4
2 2 2 2.0 4
0.811
3.413
0.658
8/13/2019 Analysis and Workings
3/82
1.000
8/13/2019 Analysis and Workings
4/82
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
Reliability
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
2 3 2.3 2 4
4 4 4.0 4 4
4 4 4.0 4 4
4 4 4.3 4 4
5 5 5.0 4 5
4 4 4.0 4 4
4 5 4.7 5 43 3 3.0 5 5
3 5 4.3 5 4
2 5 4.0 5 3
2 5 3.7 5 5
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 4
4 5 4.7 5 5
5 4 4.3 4 3
3 4 3.7 4 5
5 5 5.0 5 5
4 3 3.7 4 35 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
2 3 2.3 2 4
4 4 4.0 4 4
4 4 4.0 4 4
4 4 4.3 4 4
5 5 5.0 4 5
4 4 4.0 4 4
4 5 4.7 5 4
3 3 3.0 5 5
3 5 4.3 5 42 5 4.0 5 3
2 5 3.7 5 5
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 4
4 5 4.7 5 5
8/13/2019 Analysis and Workings
5/82
5 4 4.3 4 3
3 4 3.7 4 5
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
2 3 2.3 2 4
4 4 4.0 4 4
4 4 4.0 4 4
4 4 4.3 4 4
5 5 5.0 4 5
4 4 4.0 4 4
4 5 4.7 5 4
3 3 3.0 5 5
3 5 4.3 5 4
2 5 4.0 5 3
2 5 3.7 5 5
5 4 4.7 5 5
4 3 4.0 4 53 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 4
4 5 4.7 5 5
5 4 4.3 4 3
3 4 3.7 4 5
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
2 3 2.3 2 4
4 4 4.0 4 4
4 4 4.0 4 4
4 4 4.3 4 4
5 5 5.0 4 5
4 4 4.0 4 4
4 5 4.7 5 4
3 3 3.0 5 5
3 5 4.3 5 4
2 5 4.0 5 3
2 5 3.7 5 5
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 54 5 4.7 5 4
4 5 4.7 5 5
5 4 4.3 4 3
3 4 3.7 4 5
0.636
4.160
0.405
8/13/2019 Analysis and Workings
6/82
0.000039
0.29736837
8/13/2019 Analysis and Workings
7/82
[EBLs
Employees
responsiveness
regarding your
requests]
Responsiveness
[Behavior of
EBLs employees
helping to instill
confidence in you]
[Feeling of safety
in your
transactions with
EBL]
[Courteous and
knowledgeable
employees of EBL]
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 3
3 3.0 2 3 2
2 2.7 2 4 4
4 4.0 3 4 4
4 4.0 4 4 3
3 3.7 3 4 3
4 4.3 5 4 5
4 4.0 4 4 4
5 4.7 4 4 55 5.0 5 2 5
5 4.7 2 5 5
5 4.3 1 5 5
5 5.0 2 4 5
4 4.7 2 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 5
5 5.0 4 5 5
4 3.7 4 3 4
5 4.7 3 5 4
5 5.0 5 5 5
4 3.7 3 4 44 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 3
3 3.0 2 3 2
2 2.7 2 4 4
4 4.0 3 4 4
4 4.0 4 4 3
3 3.7 3 4 3
4 4.3 5 4 5
4 4.0 4 4 4
5 4.7 4 4 5
5 5.0 5 2 5
5 4.7 2 5 55 4.3 1 5 5
5 5.0 2 4 5
4 4.7 2 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 5
5 5.0 4 5 5
8/13/2019 Analysis and Workings
8/82
4 3.7 4 3 4
5 4.7 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 3
3 3.0 2 3 2
2 2.7 2 4 4
4 4.0 3 4 4
4 4.0 4 4 3
3 3.7 3 4 3
4 4.3 5 4 5
4 4.0 4 4 4
5 4.7 4 4 5
5 5.0 5 2 5
5 4.7 2 5 5
5 4.3 1 5 5
5 5.0 2 4 5
4 4.7 2 3 4
4 4.3 3 4 55 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 5
5 5.0 4 5 5
4 3.7 4 3 4
5 4.7 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 3
3 3.0 2 3 2
2 2.7 2 4 4
4 4.0 3 4 4
4 4.0 4 4 3
3 3.7 3 4 3
4 4.3 5 4 5
4 4.0 4 4 4
5 4.7 4 4 5
5 5.0 5 2 5
5 4.7 2 5 5
5 4.3 1 5 5
5 5.0 2 4 5
4 4.7 2 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 54 4.3 4 5 5
5 5.0 4 5 5
4 3.7 4 3 4
5 4.7 3 5 4
0.6
4.3
8/13/2019 Analysis and Workings
9/82
0.0
8/13/2019 Analysis and Workings
10/82
Assurance
[Personal and
individual attention
by the employees
of EBL]
[Convenient
operating hours
for all customers
of EBL]
[EBL having your
best interests at
heart]
Empathy
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
3.7 4 4 4 4.0
2.3 2 3 2 2.3
3.3 3 3 3 3.0
3.7 4 4 3 3.7
3.7 4 4 4 4.0
3.3 4 4 4 4.0
4.7 5 5 4 4.7
4.0 5 4 3 4.0
4.3 3 3 3 3.04.0 4 3 2 3.0
4.0 3 3 3 3.0
3.7 5 5 3 4.3
3.7 3 5 5 4.3
3.0 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.7
4.7 3 4 4 3.7
3.7 5 4 4 4.3
4.0 2 5 4 3.7
5.0 5 5 5 5.0
3.7 3 4 3 3.33.7 4 3 2 3.0
4.0 4 4 3 3.7
3.7 4 4 4 4.0
2.3 2 3 2 2.3
3.3 3 3 3 3.0
3.7 4 4 3 3.7
3.7 4 4 4 4.0
3.3 4 4 4 4.0
4.7 5 5 4 4.7
4.0 5 4 3 4.0
4.3 3 3 3 3.0
4.0 4 3 2 3.0
4.0 3 3 3 3.03.7 5 5 3 4.3
3.7 3 5 5 4.3
3.0 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.7
4.7 3 4 4 3.7
8/13/2019 Analysis and Workings
11/82
3.7 5 4 4 4.3
4.0 2 5 4 3.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
3.7 4 4 4 4.0
2.3 2 3 2 2.3
3.3 3 3 3 3.0
3.7 4 4 3 3.7
3.7 4 4 4 4.0
3.3 4 4 4 4.0
4.7 5 5 4 4.7
4.0 5 4 3 4.0
4.3 3 3 3 3.0
4.0 4 3 2 3.0
4.0 3 3 3 3.0
3.7 5 5 3 4.3
3.7 3 5 5 4.3
3.0 5 5 4 4.7
4.0 4 3 4 3.74.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.7
4.7 3 4 4 3.7
3.7 5 4 4 4.3
4.0 2 5 4 3.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
3.7 4 4 4 4.0
2.3 2 3 2 2.3
3.3 3 3 3 3.0
3.7 4 4 3 3.7
3.7 4 4 4 4.0
3.3 4 4 4 4.0
4.7 5 5 4 4.7
4.0 5 4 3 4.0
4.3 3 3 3 3.0
4.0 4 3 2 3.0
4.0 3 3 3 3.0
3.7 5 5 3 4.3
3.7 3 5 5 4.3
3.0 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.34.7 3 4 4 3.7
4.7 3 4 4 3.7
3.7 5 4 4 4.3
4.0 2 5 4 3.7
0.5741924501 0.632242548
3.9 3.8
8/13/2019 Analysis and Workings
12/82
0.9683928683 0.999926479
8/13/2019 Analysis and Workings
13/82
From your
viewpoint, please
mark the overall
quality of service
provided by EBL.
The charges you
pay to avail the
products and
services of EBL
are justified
compared to the
benefits derived
from them5 1
4 3
4 3
4 3
4 4
3 3
3 3
4 2
4 4
4 2
4 4
4 2
3 34 2
2 2
3 3
4 4
4 2
3 2
4 3
1 1
4 3
3 2
4 3
4 5
5 1
4 34 3
4 3
4 4
3 3
3 3
4 2
4 4
4 2
4 4
4 2
3 3
4 2
2 23 3
4 4
4 2
3 2
4 3
1 1
4 3
3 2
8/13/2019 Analysis and Workings
14/82
4 3
4 5
5 1
4 3
4 3
4 3
4 4
3 3
3 3
4 2
4 4
4 2
4 4
4 2
3 3
4 2
2 2
3 3
4 4
4 2
3 24 3
1 1
4 3
3 2
4 3
4 5
5 1
4 3
4 3
4 3
4 4
3 3
3 3
4 2
4 4
4 2
4 4
4 2
3 3
4 2
2 2
3 3
4 4
4 2
3 2
4 3
1 14 3
3 2
4 3
4 5
8/13/2019 Analysis and Workings
15/82
[Modernized
equipment and
physical features
of EBL]
[Visual appeal of
materials
associated with
the service (such
as pamphlets or
statements) of
EBL]
[Appearance of
reception desk
employees of EBL]
Tangibles
[Delivery of
service within
promised time and
without error by
EBL]
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 3 4 4 5
5 1 2 3 5
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 54 3 3 3 5
3 4 3 3 4
3.27
0.66
-1.12
8/13/2019 Analysis and Workings
16/82
1.314
2.878
1.726
0.997
8/13/2019 Analysis and Workings
17/82
8/13/2019 Analysis and Workings
18/82
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
Reliability
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
3 5 4 5 4
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 44 5 5 5 5
5 4 4 4 3
4.40
0.47
0.84
8/13/2019 Analysis and Workings
19/82
1.286
3.984
1.653
0.516074
8/13/2019 Analysis and Workings
20/82
0.709294402
8/13/2019 Analysis and Workings
21/82
[EBLs
Employees
responsiveness
regarding your
requests]
Responsiveness
[Behavior of
EBLs employees
helping to instill
confidence in you]
[Feeling of safety
in your
transactions with
EBL]
[Courteous and
knowledgeable
employees of EBL]
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
5 5 3 5 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 55 5 4 3 5
4 4 4 5 4
4.31
0.57
0.55
8/13/2019 Analysis and Workings
22/82
1.3
3.9
0.6
8/13/2019 Analysis and Workings
23/82
8/13/2019 Analysis and Workings
24/82
Assurance
[Personal and
individual attention
by the employees
of EBL]
[Convenient
operating hours
for all customers
of EBL]
[EBL having your
best interests at
heart]
Empathy
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
4 3 3 3 3
4 3 3 3 3
3 5 5 4 5
4 4 3 4 4
4 3 4 4 4
5 4 4 5 4
5 3 4 4 44 3 4 4 4
4 5 4 4 4
4.13 3.71
0.43 0.67
0.31 -0.43
8/13/2019 Analysis and Workings
25/82
1.2788389206 1.323602531
3.7 3.3
0.8276026574 0.986330217
8/13/2019 Analysis and Workings
26/82
8/13/2019 Analysis and Workings
27/82
From your
viewpoint, please
mark the overall
quality of service
provided by EBL.
The charges you
pay to avail the
products and
services of EBL
are justified
compared to the
benefits derived
from them5 1
4 3
4 3
4 3
4 4
3 3
3 3
4 2
4 4
3 2
4 3
4 3
3 33 2
4 3
0.59361684
8/13/2019 Analysis and Workings
28/82
8/13/2019 Analysis and Workings
29/82
Timestamp Name Profession
Please mark the
product(s) that you
maintain with
Eastern Bank
Limited (mark all
that apply)
11/10/2013 20:02:04 saqeb iqbal private service
Personal account,
Credit card
11/10/2013 22:01:01
Wasifa Rahnuma
islam Student Personal account
11/10/2013 23:29:02 Naila Ahmed Engineer Credit card
11/10/2013 20:02:59 Dr. Rabeya Khatoon Doctor Personal account
11/11/2013 0:27:47 Sabaina Ali Student Personal account
11/12/2013 16:04:36 Soheni Mahbub School Teacher Personal account
8/13/2019 Analysis and Workings
30/82
EBL has modern
looking
equipment.
EBL's physical
features are
visually
appealing.
EBL's reception
desk employees
have a neat
appearance.
Materials
associated with
the service (such
as pamphlets or
statements) are
visually appealing
at EBL.
When EBL
promises to do
something by a
certain time, it
does so.
6 5 7 5 1
6 6 6 6 6
6 6 7 7 6
6 5 6 7 6
6 4 6 7 7
5 6 6 5 6
8/13/2019 Analysis and Workings
31/82
When you have a
problem, EBL
shows a sincere
interest in solving
it.
EBL performs the
service right the
first time.
EBL provides its
service at the time
it promises to do
so.
EBL insists on
error free
records.
Employees in EBL
tell you exactly
when the services
will be
performed.
2 5 1 4 3
5 5 5 4 6
6 6 6 6 5
6 6 7 5 6
7 7 7 7 6
6 6 6 5 6
8/13/2019 Analysis and Workings
32/82
Employees in EBL
give you prompt
service.
Employees in EBL
are always willing
to help you.
Employees in EBL
are never too busy
to respond to your
request.
The behaviour of
employees in EBL
instils confidence
in you.
You feel safe in
your transactions
with EBL.
3 5 1 3 5
6 6 6 4 6
5 5 5 5 6
6 5 5 5 6
6 7 6 7 6
6 6 6 5 6
8/13/2019 Analysis and Workings
33/82
Employees in EBL
are consistently
courteous with
you.
Employees in EBL
have the
knowledge to
answer your
questions.
EBL gives you
individual
attention.
EBL has operating
hours convenient
to all its
customers.
EBL has
employees who
give you personal
attention.
5 5 5 4 2
6 6 6 5 6
6 4 5 5 5
5 4 5 5 6
7 6 7 7 7
6 6 7 5 7
8/13/2019 Analysis and Workings
34/82
EBL has your best
interests at heart.
The employees of
EBL understand
your specific
needs.
e c arges you
pay to avail the
products and
services of EBL
are justified
compared to the
benefits derived
from them]
[Modernized
equipment and
physical features
of EBL]
4 4 3.863636364 4
4 6 5.545454545 3
5 5 5.545454545 6
5 5 5.545454545 3
5 6 6.409090909 5
4 5 5.727272727 3
8/13/2019 Analysis and Workings
35/82
[Visual appeal of
materials
associated with
the service (such
as pamphlets or
statements) of
EBL]
[Appearance of
reception desk
employees of EBL]
[Delivery of
service within
promised time and
without error by
EBL]
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
8/13/2019 Analysis and Workings
36/82
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
[EBLs
Employees
responsiveness
regarding your
requests]
[Behavior of
EBLs employees
helping to instill
confidence in you]
[Feeling of safety
in your
transactions with
EBL]
8/13/2019 Analysis and Workings
37/82
[Courteous and
knowledgeable
employees of EBL]
[Personal and
individual attention
by the employees
of EBL]
[Convenient
operating hours
for all customers
of EBL]
[EBL having your
best interests at
heart]
From your
viewpoint, please
mark the overall
quality of service
provided by EBL.
[]
8/13/2019 Analysis and Workings
38/82
8/13/2019 Analysis and Workings
39/82
5 1 2 3 5
3 1 1 2 5
4 2 4 3 4
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 5
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
3 4 4 4 4
4 4 4 4 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 3 4 4 5
5 1 2 3 53 1 1 2 5
4 2 4 3 4
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 5
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
3 4 4 4 4
4 4 4 4 45 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 3 4 4 5
5 1 2 3 5
3 1 1 2 5
4 2 4 3 4
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 5
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
3 4 4 4 4
4 4 4 4 4
8/13/2019 Analysis and Workings
40/82
1
-6
1
8/13/2019 Analysis and Workings
41/82
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
Reliability
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
3 5 4 5 4
2 5 4 5 3
2 5 4 5 5
5 4 5 5 5
4 3 4 4 5
3 5 4 4 45 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 4 4 4 4
5 5 5 4 4
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 43 3 3 3 3
4 5 5 5 4
3 5 4 5 4
2 5 4 5 3
2 5 4 5 5
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 4 4 4 4
5 5 5 4 4
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
8/13/2019 Analysis and Workings
42/82
3 5 4 5 4
2 5 4 5 3
2 5 4 5 5
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 4 4 4 4
5 5 5 4 4
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
3 5 4 5 42 5 4 5 3
2 5 4 5 5
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 4 4 4 4
5 5 5 4 45 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
3 5 4 5 4
2 5 4 5 3
2 5 4 5 5
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 4 4 4 4
5 5 5 4 4
4
8/13/2019 Analysis and Workings
43/82
0
1
0
8/13/2019 Analysis and Workings
44/82
[EBLs
Employees
responsiveness
regarding your
requests]
Responsiveness
[Behavior of
EBLs employees
helping to instill
confidence in you]
[Feeling of safety
in your
transactions with
EBL]
[Courteous and
knowledgeable
employees of EBL]
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
5 5 3 5 5
5 4 3 5 5
5 5 4 4 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 45 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 4 4 4
4 4 3 4 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 43 3 3 5 4
5 5 4 4 5
5 5 3 5 5
5 4 3 5 5
5 5 4 4 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 4 4 4
4 4 3 4 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
8/13/2019 Analysis and Workings
45/82
5 5 3 5 5
5 4 3 5 5
5 5 4 4 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 4 4 4
4 4 3 4 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
5 5 3 5 55 4 3 5 5
5 5 4 4 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 4 4 4
4 4 3 4 45 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
5 5 3 5 5
5 4 3 5 5
5 5 4 4 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 4 4 4
4 4 3 4 4
4.350
8/13/2019 Analysis and Workings
46/82
0.535
0.655
0.000
8/13/2019 Analysis and Workings
47/82
Assurance
[Personal and
individual
attention by the
employees of EBL]
[Convenient
operating hours
for all customers
of EBL]
[EBL having your
best interests at
heart]
Empathy
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
4 3 3 3 3
4 3 3 3 3
4 5 5 3 4
4 3 5 5 4
3 5 5 4 5
4 4 3 4 4
4 3 4 4 45 4 4 5 4
5 3 4 4 4
4 3 4 4 4
4 5 4 4 4
5 5 5 5 5
4 4 4 4 4
4 4 3 2 3
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 44 3 3 2 3
4 3 3 3 3
4 3 3 3 3
4 5 5 3 4
4 3 5 5 4
3 5 5 4 5
4 4 3 4 4
4 3 4 4 4
5 4 4 5 4
5 3 4 4 4
4 3 4 4 4
4 5 4 4 4
5 5 5 5 5
4 4 4 4 4
4 4 3 2 3
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
4 3 3 3 3
8/13/2019 Analysis and Workings
48/82
8/13/2019 Analysis and Workings
49/82
0.430 0.674
0.387 -0.272
0.000 0.997
8/13/2019 Analysis and Workings
50/82
8/13/2019 Analysis and Workings
51/82
2 2
3 3
4 4
4 2
3 2
4 3
1 1
4 3
3 2
4 3
5 1
4 4
4 3
5 1
4 3
4 3
4 3
4 4
3 3
3 3
2 23 3
4 4
4 2
3 2
4 3
1 1
4 3
3 2
4 3
5 1
4 4
4 35 1
4 3
4 3
4 3
4 4
3 3
3 3
2 2
3 3
4 4
4 2
3 2
4 3
1 1
4 3
3 2
4 3
5 1
4 4
4 3
8/13/2019 Analysis and Workings
52/82
[Modernized
equipment and
physical features
of EBL]
[Visual appeal of
materials
associated with
the service (such
as pamphlets or
statements) of
EBL]
[Appearance of
reception desk
employees of EBL]
Tangibles
[Delivery of
service within
promised time and
without error by
EBL]
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 3 4 4.0 5
5 1 2 2.7 5
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 54 3 3 3.3 5
3 4 3 3.3 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 45 1 2 2.7 5
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 5
4 3 3 3.3 5
3 4 3 3.3 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 44 3 2 3.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 1 4 3.3 5
8/13/2019 Analysis and Workings
53/82
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
4 3 3 3.3 5
3 4 3 3.3 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 1 4 3.3 5
4 4 4 4.0 44 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 4
5 3 4 4.0 5
5 1 2 2.7 5
3 3 3 3.0 5
3 2 1 2.0 5
4 3 2 3.0 5
5 1 3 3.0 5
4 2 1 2.3 5
4 3 3 3.3 5
3 4 3 3.3 4
5 1 4 3.3 5
4 4 4 4.0 4
5 1 4 3.3 5
4 4 4 4.0 4
4 4 4 4.0 4
4 4 5 4.3 5
3 4 4 3.7 4
4 3 2 3.0 45 3 4 4.0 5
5 1 2 2.7 5
3 3 3 3.0 5
5 1 4 3.3 5
3.487
0.585
-0.878
8/13/2019 Analysis and Workings
54/82
-0.878
0.582
8/13/2019 Analysis and Workings
55/82
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
Reliability
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
4 5 4.7 5 4
3 5 4.3 5 4
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 44 5 4.7 5 5
5 4 4.3 4 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 33 5 4.3 5 4
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 4
4 5 4.7 5 5
5 4 4.3 4 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 43 3 3.3 3 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
5 5 5.0 5 5
8/13/2019 Analysis and Workings
56/82
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
4 5 4.7 5 5
5 4 4.3 4 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
5 5 5.0 5 5
4 3 3.7 4 35 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 3
4 5 4.7 5 4
3 5 4.3 5 4
5 4 4.7 5 5
4 3 4.0 4 5
3 5 4.3 4 4
5 5 5.0 5 5
4 5 4.7 5 4
4 5 4.7 5 5
5 4 4.3 4 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 5.0 5 5
4 3 3.7 4 3
5 5 4.7 4 4
4 5 4.7 4 4
4 4 4.0 4 4
3 3 3.3 3 34 5 4.7 5 4
3 5 4.3 5 4
5 4 4.7 5 5
5 5 5.0 5 5
4.323
0.541
0.598
8/13/2019 Analysis and Workings
57/82
0.598
0.538
8/13/2019 Analysis and Workings
58/82
[EBLs
Employees
responsiveness
regarding your
requests]
Responsiveness
[Behavior of
EBLs employees
helping to instill
confidence in you]
[Feeling of safety
in your
transactions with
EBL]
[Courteous and
knowledgeable
employees of EBL]
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 4.7 4 4 5
5 4.7 3 5 5
4 4.7 3 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 55 5.0 4 3 5
4 3.7 4 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 45 4.7 3 5 5
4 4.7 3 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 5
5 5.0 4 3 5
4 3.7 4 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 43 3.0 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 5 5 5
8/13/2019 Analysis and Workings
59/82
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 4 3 5
4 3.7 4 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 5 5 5
4 3.7 3 4 44 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 4
5 4.7 4 4 5
5 4.7 3 5 5
4 4.7 3 3 4
4 4.3 3 4 5
5 4.3 3 5 4
5 5.0 4 5 5
4 4.3 4 5 5
5 5.0 4 3 5
4 3.7 4 5 4
5 5.0 5 5 5
4 3.7 3 4 4
5 5.0 5 5 5
4 3.7 3 4 4
4 4.0 3 4 4
5 4.3 3 5 4
4 4.0 4 4 4
3 3.0 3 5 45 4.7 4 4 5
5 4.7 3 5 5
4 4.7 3 3 4
5 5.0 5 5 5
4.177
0.609
0.290
8/13/2019 Analysis and Workings
60/82
0.290
0.606
8/13/2019 Analysis and Workings
61/82
Assurance
[Personal and
individual attention
by the employees
of EBL]
[Convenient
operating hours
for all customers
of EBL]
[EBL having your
best interests at
heart]
Empathy
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
4.3 3 3 3 3.0
4.3 3 3 3 3.0
3.3 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.74.0 3 4 4 3.7
4.3 5 4 4 4.3
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.74.3 3 3 3 3.0
3.3 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.7
4.0 3 4 4 3.7
4.3 5 4 4 4.3
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.04.0 3 3 2 2.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
5.0 5 5 5 5.0
8/13/2019 Analysis and Workings
62/82
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
4.0 3 4 4 3.7
4.3 5 4 4 4.3
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
5.0 5 5 5 5.0
3.7 3 4 3 3.33.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.7
4.3 3 3 3 3.0
4.3 3 3 3 3.0
3.3 5 5 4 4.7
4.0 4 3 4 3.7
4.0 3 4 4 3.7
4.7 4 4 5 4.3
4.7 3 4 4 3.7
4.0 3 4 4 3.7
4.3 5 4 4 4.3
5.0 5 5 5 5.0
3.7 3 4 3 3.3
5.0 5 5 5 5.0
3.7 3 4 3 3.3
3.7 4 3 2 3.0
4.0 4 4 3 3.7
4.0 4 4 4 4.0
4.0 3 3 2 2.74.3 3 3 3 3.0
4.3 3 3 3 3.0
3.3 5 5 4 4.7
5.0 5 5 5 5.0
4.103 3.693
0.451 0.723
0.229 -0.424
8/13/2019 Analysis and Workings
63/82
0.229 -0.424
0.449 0.719
8/13/2019 Analysis and Workings
64/82
From your
viewpoint, please
mark the overall
quality of service
provided by EBL.
The charges you
pay to avail the
products and
services of EBL
are justified
compared to the
benefits derived
from them5 1
4 3
4 3
4 3
4 4
3 3
4 3
4 2
4 4
4 4
4 3
4 3
4 34 2
4 3
5 3
4 3
4 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 34 4
4 4
4 2
4 3
4 3
4 3
4 4
4 3
5 3
4 3
4 3
4 3
4 43 3
5 1
4 3
4 3
4 3
4 4
3 3
5 3
8/13/2019 Analysis and Workings
65/82
4 3
4 3
4 3
4 4
3 3
4 4
4 3
5 3
4 3
4 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 3
5 3
4 34 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 3
4 3
4 2
4 4
4 4
4 3
4 3
4 3
4 2
4 3
5 3
4 3
5 2
4 3
4 3
4 3
4 4
3 34 3
4 4
4 4
5 4
4.003 3.060
0.488 3.000
3.000
8/13/2019 Analysis and Workings
66/82
8/13/2019 Analysis and Workings
67/82
[Modernized
equipment and
physical features
of EBL]
[Visual appeal of
materials
associated with
the service (such
as pamphlets or
statements) of
EBL]
[Appearance of
reception desk
employees of EBL]
Tangibles
[Delivery of
service within
promised time and
without error by
EBL]
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 3 4 4 5
5 1 2 3 5
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 54 3 3 3 5
3 4 3 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 45 1 2 3 5
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 5
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 44 3 2 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 1 4 3 5
8/13/2019 Analysis and Workings
68/82
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 1 4 3 5
4 4 4 4 44 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 4
5 3 4 4 5
5 1 2 3 5
3 3 3 3 5
3 2 1 2 5
4 3 2 3 5
5 1 3 3 5
4 2 1 2 5
4 3 3 3 5
3 4 3 3 4
5 1 4 3 5
4 4 4 4 4
5 1 4 3 5
4 4 4 4 4
4 4 4 4 4
4 4 5 4 5
3 4 4 4 4
4 3 2 3 45 3 4 4 5
5 1 2 3 5
3 3 3 3 5
5 1 4 3 5
3.487
0.585
-0.878
8/13/2019 Analysis and Workings
69/82
-0.878
0.582
8/13/2019 Analysis and Workings
70/82
[Sincere interest
of EBL in solving
your problem]
[Performing the
service correctly
the first time by
EBL]
Reliability
[Promptness of
service by
employees of EBL]
[EBLs
Employees
willingness to help
you]
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
4 5 5 5 4
3 5 4 5 4
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 44 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 33 5 4 5 4
5 4 5 5 5
4 3 4 4 5
3 5 4 4 4
5 5 5 5 5
4 5 5 5 4
4 5 5 5 5
5 4 4 4 3
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 43 3 3 3 3
5 5 5 5 5
4 3 4 4 3
5 5 5 4 4
4 5 5 4 4
4 4 4 4 4
3 3 3 3 3
5 5 5 5 5
8/13/2019 Analysis and Workings
71/82
8/13/2019 Analysis and Workings
72/82
0.598
0.538
8/13/2019 Analysis and Workings
73/82
8/13/2019 Analysis and Workings
74/82
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 5 5 5
4 4 3 4 44 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 4
5 5 4 4 5
5 5 3 5 5
4 5 3 3 4
4 4 3 4 5
5 4 3 5 4
5 5 4 5 5
4 4 4 5 5
5 5 4 3 5
4 4 4 5 4
5 5 5 5 5
4 4 3 4 4
5 5 5 5 5
4 4 3 4 4
4 4 3 4 4
5 4 3 5 4
4 4 4 4 4
3 3 3 5 45 5 4 4 5
5 5 3 5 5
4 5 3 3 4
5 5 5 5 5
4.177
0.609
0.290
8/13/2019 Analysis and Workings
75/82
0.290
0.606
8/13/2019 Analysis and Workings
76/82
8/13/2019 Analysis and Workings
77/82
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
4 3 4 4 4
4 5 4 4 4
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
5 5 5 5 5
4 3 4 3 34 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 3
4 3 3 3 3
4 3 3 3 3
3 5 5 4 5
4 4 3 4 4
4 3 4 4 4
5 4 4 5 4
5 3 4 4 4
4 3 4 4 4
4 5 4 4 4
5 5 5 5 5
4 3 4 3 3
5 5 5 5 5
4 3 4 3 3
4 4 3 2 3
4 4 4 3 4
4 4 4 4 4
4 3 3 2 34 3 3 3 3
4 3 3 3 3
3 5 5 4 5
5 5 5 5 5
4.103 3.693
0.451 0.723
0.229 -0.424
8/13/2019 Analysis and Workings
78/82
0.229 -0.424
0.449 0.719
8/13/2019 Analysis and Workings
79/82
From your
viewpoint, please
mark the overall
quality of service
provided by EBL.
The charges you
pay to avail the
products and
services of EBL
are justified
compared to the
benefits derived
from them5 1
4 3
4 3
4 3
4 4
3 3
4 3
4 2
4 4
4 4
4 3
4 3
4 34 2
4 3
5 3
4 3
4 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 34 4
4 4
4 2
4 3
4 3
4 3
4 4
4 3
5 3
4 3
4 3
4 3
4 43 3
5 1
4 3
4 3
4 3
4 4
3 3
5 3
8/13/2019 Analysis and Workings
80/82
4 3
4 3
4 3
4 4
3 3
4 4
4 3
5 3
4 3
4 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 3
5 3
4 34 3
4 3
4 4
3 3
5 1
4 3
4 3
4 3
4 4
3 3
4 3
4 2
4 4
4 4
4 3
4 3
4 3
4 2
4 3
5 3
4 3
5 2
4 3
4 3
4 3
4 4
3 34 3
4 4
4 4
5 4
4.003 3.060
0.488 3.000
3.000
8/13/2019 Analysis and Workings
81/82
22
8/13/2019 Analysis and Workings
82/82
Mean Std.
Deviation
4.02 0.492
3.42 0.606 -0.957
4.41 0.683 0.600
4.2 0.62 0.323
4.15 0.458 0.328
3.76 0.726 -0.331