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S.No. P1 E1 P1-E1 P2 E2 P2-E2 P3

1 4 4 0 3 3 0 3

2 4 4 0 3 4 -1 3

3 4 4 0 3 3 0 3

4 2 4 -2 2 3 -1 4

5 4 4 0 4 5 -1 4

6 4 4 0 3 3 0 3

7 3 4 -1 2 3 -1 2

8 4 4 0 3 4 -1 3

9 3 3 0 5 3 2 3

10 3 4 -1 2 4 -2 2

11 2 4 -2 2 3 -1 4

12 2 4 -2 4 4 0 3

13 4 4 0 4 4 0 3

14 5 4 1 4 4 0 4

15 4 3 1 2 4 -2 4

16 2 4 -2 4 3 1 2

17 2 3 -1 4 4 0 318 4 5 -1 2 3 -1 4

19 4 5 -1 4 5 -1 2

20 2 5 -3 2 3 -1 2

21 4 4 0 4 5 -1 4

22 5 3 2 5 4 1 2

23 1 4 -3 2 3 -1 5

24 3 3 0 3 3 0 5

25 4 3 1 4 4 0 1

26 2 4 -2 2 3 -1 4

27 2 4 -2 4 4 0 3

28 4 4 0 4 4 0 329 5 4 1 4 4 0 4

30 4 3 1 2 4 -2 4

31 2 3 -1 4 4 0 3

32 4 5 -1 2 3 -1 4

33 3 5 -2 4 3 1 4

34 5 4 1 4 4 0 4

35 3 5 -2 4 5 -1 2

36 2 4 -2 2 3 -1 4

37 2 4 -2 4 4 0 3

38 4 4 0 4 4 0 3

39 4 3 1 2 4 -2 440 2 3 -1 4 4 0 3

41 2 4 -2 2 3 -1 4

42 2 4 -2 4 4 0 3

43 4 4 0 4 4 0 3

44 2 4 -2 2 3 -1 4

45 2 4 -2 4 4 0 3

46 4 4 0 4 4 0 3

47 5 4 1 4 4 0 4

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48 4 3 1 2 4 -2 4

49 4 4 0 4 4 0 3

50 5 4 1 4 4 0 4

51 1 2 -1 2 3 -1 2

52 4 4 0 4 4 0 4

53 1 1 0 2 2 0 3

54 4 4 0 4 4 0 4

55 1 1 0 2 2 0 3

56 4 4 0 4 4 0 4

57 1 1 0 2 2 0 3

58 4 4 0 4 4 0 4

59 5 5 0 4 4 0 3

60 5 5 0 4 5 -1 4

61 5 1 4 3 2 1 4

62 3 4 -1 2 4 -2 2

63 1 1 0 2 2 0 3

64 4 4 0 3 2 1 4

65 5 5 0 5 4 1 4

66 4 5 -1 4 4 0 567 4 4 0 4 4 0 4

68 4 5 -1 4 5 -1 5

69 5 5 0 4 5 -1 4

70 3 2 1 4 3 1 3

71 5 5 0 5 5 0 5

72 3 3 0 2 4 -2 4

73 5 3 2 5 2 3 5

74 4 5 -1 4 5 -1 3

75 1 3 -2 2 2 0 4

76 1 1 0 2 2 0 3

77 3 4 -1 4 5 -1 378 5 5 0 4 4 0 5

79 4 5 -1 5 5 0 4

80 5 5 0 4 4 0 5

81 5 5 0 4 4 0 5

82 4 4 0 3 3 0 4

83 4 5 -1 4 5 -1 5

84 4 4 0 5 4 1 3

85 4 5 -1 4 4 0 5

86 2 2 0 1 5 -4 3

87 4 2 2 4 4 0 4

88 4 2 2 4 4 0 489 1 1 0 2 2 0 2

90 1 1 0 1 2 -1 2

91 5 5 0 4 3 1 5

92 1 5 -4 2 4 -2 4

93 3 5 -2 4 3 1 4

94 4 4 0 5 4 1 3

95 4 5 -1 4 4 0 5

96 2 2 0 1 5 -4 3

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97 4 2 2 4 4 0 4

98 4 5 4 4 4

99 3 5 2 3 3

100 1 5 4 3 3

total 333 375 -35 334 367 -33 353

averag 3.33 3.75 -0.35 3.34 3.67 -0.33 3.53

Tangible Gapfactors P E Gaps

up to date equipe 3.33 3.75 -0.35physical facilities visually 3.34 3.67 -0.33

employees apprea 3.53 3.67 -0.12

matching of physical facilitie 3.80 3.52 0.28

average 3.50 3.65 -0.13

3.33 3.343.53

3.83.75 3.67 3.67

-0.35 -0.33-0.12

-1.00

-0.50

0.00

0.501.00

1.50

2.00

2.50

3.00

3.50

4.00

4.50

1 2 3

P E Gaps

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E3 P3-E3 P4 E4 P4-E4 P5 E5 P5-E5

3 0 4 4 0 3 4 -1

3 0 4 3 1 3 2 1

3 0 4 4 0 3 4 -1

3 1 4 3 1 2 3 -1

5 -1 3 5 -2 2 3 -1

3 0 4 4 0 3 4 -1

4 -2 2 3 -1 4 3 1

3 0 4 3 1 3 2 1

4 -1 4 3 1 2 4 -2

4 -2 3 4 -1 4 3 1

3 1 4 3 1 2 3 -1

4 -1 4 5 -1 3 3 0

5 -2 5 4 1 3 4 -1

3 1 5 3 2 3 3 0

3 1 3 2 1 4 4 0

3 -1 3 3 0 4 3 1

4 -1 3 4 -1 3 5 -23 1 4 1 3 3 4 -1

5 -3 5 4 1 1 4 -3

3 -1 5 2 3 4 4 0

5 -1 3 5 -2 2 3 -1

4 -2 2 4 -2 5 4 1

3 2 4 4 0 5 4 1

3 2 2 2 0 2 4 -2

4 -3 5 5 0 5 4 1

3 1 4 3 1 2 3 -1

4 -1 4 5 -1 3 3 0

5 -2 5 4 1 3 4 -13 1 5 3 2 3 3 0

3 1 3 2 1 4 4 0

4 -1 3 4 -1 3 5 -2

3 1 4 1 3 3 4 -1

4 0 4 2 2 4 4 0

3 1 5 3 2 3 3 0

5 -3 3 4 -1 4 4 0

3 1 4 3 1 2 3 -1

4 -1 4 5 -1 3 3 0

5 -2 5 4 1 3 4 -1

3 1 3 2 1 4 4 04 -1 3 4 -1 3 5 -2

3 1 4 3 1 2 3 -1

4 -1 4 5 -1 3 3 0

5 -2 5 4 1 3 4 -1

3 1 4 3 1 2 3 -1

4 -1 4 5 -1 3 3 0

5 -2 5 4 1 3 4 -1

3 1 5 3 2 3 3 0

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3 1 3 2 1 4 4 0

5 -2 5 4 1 3 4 -1

3 1 5 3 2 3 3 0

3 -1 3 3 0 3 2 1

4 0 4 5 -1 4 5 -1

1 2 2 2 0 1 3 -2

4 0 3 4 -1 3 4 -1

3 0 3 3 0 2 4 -2

4 0 4 4 0 5 5 0

3 0 4 2 2 5 3 2

4 0 4 5 -1 5 4 1

3 0 2 2 0 1 1 0

5 -1 4 5 -1 4 4 0

3 1 2 4 -2 3 5 -2

5 -3 2 5 -3 3 5 -2

3 0 4 2 2 3 3 0

4 0 3 3 0 4 4 0

4 0 4 4 0 4 4 0

4 1 5 5 0 5 5 04 0 5 5 0 5 5 0

4 1 4 4 0 4 5 -1

4 0 4 5 -1 5 4 1

4 -1 4 3 1 3 5 -2

4 1 4 4 0 4 5 -1

3 1 3 2 1 2 4 -2

4 1 5 3 2 5 3 2

3 0 4 1 3 3 4 -1

2 2 3 3 0 3 5 -2

1 2 4 2 2 2 3 -1

4 -1 4 4 0 3 4 -14 1 4 3 1 5 5 0

4 0 5 5 0 4 4 0

5 0 4 3 1 5 4 1

5 0 5 4 1 5 5 0

5 -1 3 3 0 4 4 0

5 0 4 4 0 4 3 1

4 -1 4 3 1 3 3 0

5 0 4 4 0 5 4 1

2 1 2 4 -2 3 3 0

4 0 4 4 0 4 5 -1

4 0 4 4 0 4 5 -12 0 5 2 3 5 2 3

2 0 2 2 0 2 2 0

4 1 4 5 -1 5 4 1

4 0 5 5 0 5 5 0

3 1 3 2 1 2 2 0

4 -1 4 3 1 3 3 0

5 0 4 4 0 5 4 1

2 1 2 4 -2 3 3 0

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4 0 4 4 0 4 5 -1

4 5 4 1 4 5 -1

4 3 5 -2 3 3 0

4 3 5 -2 3 3 0

367 -12 380 352 28 338 372 -34

3.67 -0.12 3.8 3.52 0.28 3.38 3.72 -0.34

3.38

3.7

2.8

2.9

3

3.1

3.2

3.3

3.4

3.5

3.6

3.73.8

1

3.52

0.28

4

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P6 E6 P6-E6 P7 E7 P7-E7 P8 E8 P8-E8

3 4 -1 3 4 -1 3 4 -1

4 4 0 4 4 0 4 4 0

3 4 -1 3 4 -1 3 4 -1

2 5 -3 3 3 0 2 4 -2

2 2 0 4 5 -1 3 4 -1

3 4 -1 3 4 -1 3 4 -1

3 3 0 3 3 0 3 5 -2

4 4 0 4 4 0 4 4 0

4 4 0 3 3 0 3 5 -2

3 4 -1 3 2 1 3 5 -2

2 5 -3 3 3 0 2 4 -2

5 2 3 4 4 0 1 3 -2

4 4 0 2 4 -2 3 3 0

4 3 1 2 4 -2 4 4 0

4 3 1 3 3 0 3 3 0

4 1 3 3 3 0 3 4 -1

3 5 -2 2 3 -1 3 3 03 4 -1 2 5 -3 4 4 0

3 4 -1 3 4 -1 3 3 0

3 3 0 4 3 1 2 2 0

2 2 0 4 5 -1 3 4 -1

3 3 0 3 2 1 5 4 1

1 4 -3 3 4 -1 3 4 -1

3 3 0 4 3 1 4 4 0

2 2 0 4 5 -1 3 3 0

2 5 -3 3 2 1 2 4 -2

5 2 3 4 4 0 1 3 -2

4 4 0 2 4 -2 3 3 04 3 1 2 4 -2 4 4 0

4 3 1 3 3 0 3 3 0

3 5 -2 2 3 -1 3 3 0

3 4 -1 2 5 -3 4 4 0

3 4 -1 4 3 1 4 4 0

4 3 1 2 4 -2 4 4 0

5 5 0 1 4 -3 2 4 -2

2 5 -3 3 3 0 2 4 -2

5 2 3 4 4 0 1 3 -2

4 4 0 2 4 -2 3 3 0

4 3 1 3 3 0 3 3 03 5 -2 2 3 -1 3 3 0

2 5 -3 3 3 0 2 4 -2

5 2 3 4 4 0 1 3 -2

4 4 0 2 4 -2 3 3 0

2 5 -3 3 3 0 2 4 -2

5 2 3 4 4 0 1 3 -2

4 4 0 2 4 -2 3 3 0

4 3 1 2 4 -2 4 4 0

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4 3 1 3 3 0 3 3 0

4 4 0 2 4 -2 3 3 0

4 3 1 2 4 -2 4 4 0

2 3 -1 4 4 0 4 3 1

5 4 1 3 2 1 4 3 1

2 3 -1 1 2 -1 2 3 -1

2 5 -3 2 2 0 4 3 1

1 5 -4 2 3 -1 2 4 -2

4 4 0 3 2 1 4 3 1

3 3 0 2 4 -2 3 3 0

4 3 1 2 2 0 3 4 -1

2 2 0 3 3 0 4 4 0

4 4 0 3 4 -1 3 4 -1

5 4 1 4 3 1 1 2 -1

3 4 -1 4 4 0 5 5 0

2 4 -2 3 5 -2 2 3 -1

3 5 -2 4 5 -1 3 3 0

4 5 -1 5 5 0 4 4 0

4 5 -1 4 4 0 5 4 15 4 1 4 4 0 4 4 0

4 5 -1 4 5 -1 5 4 1

4 4 0 5 4 1 4 5 -1

4 3 1 5 4 1 4 3 1

4 4 0 4 4 0 4 4 0

3 2 1 3 3 0 4 3 1

3 4 -1 4 3 1 4 4 0

5 4 1 3 1 2 4 3 1

2 4 -2 4 2 2 4 3 1

5 2 3 2 4 -2 3 3 0

4 4 0 3 5 -2 4 5 -14 4 0 5 3 2 4 5 -1

5 5 0 4 4 0 5 5 0

4 5 -1 5 4 1 4 5 -1

4 3 1 5 4 1 4 5 -1

3 2 1 4 3 1 3 4 -1

4 5 -1 3 4 -1 3 4 -1

4 4 0 3 4 -1 5 3 2

4 4 0 5 5 0 4 4 0

2 4 -2 3 2 1 2 3 -1

4 4 0 2 4 -2 3 2 1

4 4 0 2 4 -2 3 2 12 2 0 3 4 -1 3 4 -1

2 2 0 2 2 0 2 2 0

4 5 -1 2 4 -2 3 5 -2

5 4 1 4 5 -1 4 4 0

3 2 1 4 2 2 4 2 2

4 4 0 3 4 -1 5 3 2

4 4 0 5 5 0 4 4 0

2 4 -2 3 2 1 2 3 -1

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4 4 0 2 4 -2 3 2 1

4 4 0 2 4 -2 5 3 2

2 4 -2 3 2 1 2 3 -1

2 4 -2 4 2 2 4 3 1

343 368 -25 313 355 -42 323 357 -34

3.43 3.68 -0.25 3.13 3.55 -0.42 3.23 3.57 -0.34

Reliability Gap

factors P E gaps

5 3.38 3.72 -0.34

6 3.43 3.68 -0.257 3.13 3.55 -0.42

8 3.23 3.57 -0.34

9 3.49 3.38 0.11

average 3.33 3.58 -0.18

3.43

3.13

3.23

3.49

3.68

3.55 3.57

3.38

2 3 4 5

P E

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P9 E9 P9-E9 P10 E10 P10-E10 P11 E11

3 4 -1 2 3 -1 4 2

2 4 -2 2 2 0 4 3

3 4 -1 2 3 -1 4 2

2 2 0 3 2 1 3 3

3 4 -1 2 4 -2 3 2

3 4 -1 2 3 -1 4 2

4 3 1 3 3 0 3 2

2 4 -2 2 2 0 4 3

3 4 -1 2 3 -1 4 2

3 5 -2 3 4 -1 3 5

2 2 0 3 2 1 3 3

3 2 1 2 3 -1 1 4

4 5 -1 5 3 2 1 3

3 3 0 3 3 0 4 1

4 4 0 3 4 -1 4 3

2 3 -1 4 3 1 2 2

4 3 1 2 3 -1 3 33 2 1 2 3 -1 3 2

4 4 0 2 5 -3 3 1

2 4 -2 5 5 0 1 3

3 4 -1 2 4 -2 3 2

2 3 -1 1 2 -1 2 3

4 3 1 2 3 -1 4 3

3 2 1 2 3 -1 1 3

4 4 0 3 2 1 4 1

2 2 0 3 2 1 3 3

3 2 1 2 3 -1 1 4

4 5 -1 5 3 2 1 33 3 0 3 3 0 4 1

4 4 0 3 4 -1 4 3

4 3 1 2 3 -1 3 3

3 2 1 2 3 -1 3 2

2 4 -2 3 5 -2 2 2

3 3 0 3 3 0 4 1

3 5 -2 2 1 1 5 2

2 2 0 3 2 1 3 3

3 2 1 2 3 -1 1 4

4 5 -1 5 3 2 1 3

4 4 0 3 4 -1 4 34 3 1 2 3 -1 3 3

2 2 0 3 2 1 3 3

3 2 1 2 3 -1 1 4

4 5 -1 5 3 2 1 3

2 2 0 3 2 1 3 3

3 2 1 2 3 -1 1 4

4 5 -1 5 3 2 1 3

3 3 0 3 3 0 4 1

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4 4 0 3 4 -1 4 3

4 5 -1 5 3 2 1 3

3 3 0 3 3 0 4 1

5 4 1 2 3 -1 1 1

3 3 0 3 3 0 4 2

3 2 1 4 3 1 4 3

3 4 -1 2 4 -2 3 3

3 5 -2 4 3 1 3 2

4 3 1 4 4 0 2 3

4 5 -1 4 4 0 3 3

4 4 0 1 2 -1 2 3

5 5 0 2 2 0 3 3

3 3 0 4 3 1 4 3

5 1 4 2 2 0 4 3

4 5 -1 3 4 -1 2 4

3 2 1 2 3 -1 3 5

5 5 0 3 3 0 5 5

5 4 1 5 4 1 5 4

4 5 -1 4 5 -1 4 45 4 1 5 5 0 4 4

4 4 0 5 5 0 4 5

4 5 -1 4 4 0 5 5

3 4 -1 3 3 0 4 4

4 4 0 5 5 0 5 4

2 2 0 3 4 -1 3 3

4 3 1 4 3 1 4 5

3 4 -1 2 2 0 3 3

3 5 -2 4 3 1 3 2

4 2 2 3 5 -2 2 2

4 5 -1 4 4 0 3 45 4 1 4 5 -1 5 4

4 4 0 3 5 -2 4 4

5 3 2 4 4 0 5 5

5 4 1 4 4 0 5 5

4 2 2 3 3 0 5 5

5 4 1 4 4 0 4 4

3 3 0 4 3 1 2 3

4 3 1 4 3 1 5 3

4 2 2 3 4 -1 2 3

4 3 1 4 4 0 3 3

4 3 1 4 4 0 3 34 4 0 4 4 0 3 4

2 2 0 2 2 0 2 2

4 3 1 1 5 -4 5 3

5 5 0 5 4 1 4 4

3 2 1 3 2 1 3 3

3 3 0 4 3 1 2 3

4 3 1 4 3 1 5 3

4 2 2 3 4 -1 2 3

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4 3 1 4 4 0 3 3

4 4 0 4 4 0 2 4

4 1 3 3 3 0 2 2

3 1 2 2 3 -1 4 2

349 338 11 0 312 330 -18 312 301

3.49 3.38 0.11 0 3.12 3.3 -0.18 3.12 3.01

Responsivness Gap

factors P E

10 3.12 3.311 3.12 3.01

12 3.12 3.24

13 3.09 3.33

average 3.1125 3.22

3.12 3.

3.3

2.8

2.9

3

3.1

3.2

3.3

3.4

1

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P11-E11 P12 E12 P12-E12 P13 E13 P13-E13 P14

2 3 4 -1 3 5 -2 4

1 3 4 -1 3 2 1 2

2 3 4 -1 3 5 -2 4

0 3 3 0 2 4 -2 3

4 3 4 -1 2 1 1 2

2 3 4 -1 3 5 -2 4

1 3 2 1 2 2 0 1

1 3 4 -1 3 2 1 2

2 3 2 1 2 1 1 3

-2 2 5 -3 1 4 -3 3

0 3 3 0 2 4 -2 3

-3 2 4 -2 1 4 -3 2

-2 1 1 0 2 3 -1 2

3 4 4 0 4 4 0 3

1 3 2 1 3 1 2 2

0 2 3 -1 2 3 -1 4

0 3 5 -2 4 3 1 45 3 3 0 4 4 0 4

4 5 4 1 3 3 0 3

4 3 1 2 3 1 2 3

4 3 4 -1 2 1 1 2

3 3 1 2 5 3 2 5

1 2 2 0 4 1 3 4

-2 1 1 0 2 3 -1 2

3 4 4 0 4 4 0 3

0 3 3 0 2 4 -2 3

-3 2 4 -2 1 4 -3 2

-2 1 1 0 2 3 -1 23 4 4 0 4 4 0 3

1 3 2 1 3 1 2 2

0 3 5 -2 4 3 1 4

5 3 3 0 4 4 0 4

0 4 4 0 3 4 -1 5

3 4 4 0 4 4 0 3

3 4 1 3 5 1 4 2

0 3 3 0 2 4 -2 3

-3 2 4 -2 1 4 -3 2

-2 1 1 0 2 3 -1 2

1 3 2 1 3 1 2 20 3 5 -2 4 3 1 4

0 3 3 0 2 4 -2 3

-3 2 4 -2 1 4 -3 2

-2 1 1 0 2 3 -1 2

0 3 3 0 2 4 -2 3

-3 2 4 -2 1 4 -3 2

-2 1 1 0 2 3 -1 2

3 4 4 0 4 4 0 3

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1 3 2 1 3 1 2 2

-2 1 1 0 2 3 -1 2

3 4 4 0 4 4 0 3

0 2 3 -1 1 1 0 4

2 3 3 0 3 2 1 5

1 3 4 -1 4 2 2 3

0 3 3 0 2 2 0 4

1 4 1 3 3 3 0 2

-1 3 2 1 2 3 -1 3

0 2 2 0 4 3 1 5

-1 3 2 1 4 3 1 2

0 4 4 0 5 5 0 2

1 4 3 1 4 4 0 3

1 3 4 -1 2 5 -3 5

-2 1 3 -2 2 3 -1 3

-2 2 2 0 3 3 0 4

0 3 3 0 5 5 0 4

1 4 4 0 4 5 -1 4

0 5 4 1 5 4 1 50 4 4 0 4 4 0 5

-1 4 5 -1 4 4 0 5

0 3 4 -1 4 5 -1 1

0 5 5 0 3 3 0 4

1 4 5 -1 4 5 -1 5

0 4 3 1 2 5 -3 3

-1 3 3 0 5 4 1 3

0 1 1 0 2 2 0 3

1 2 4 -2 5 2 3 2

0 3 2 1 4 4 0 3

-1 4 5 -1 3 5 -2 41 4 4 0 5 4 1 4

0 5 5 0 5 4 1 4

0 5 3 2 4 4 0 5

0 4 4 0 5 5 0 4

0 3 4 -1 5 3 2 4

0 4 4 0 3 4 -1 4

-1 4 3 1 3 4 -1 5

2 4 3 1 4 4 0 5

-1 4 4 0 2 3 -1 3

0 4 4 0 4 4 0 2

0 4 4 0 4 4 0 2-1 4 3 1 4 3 1 4

0 3 2 1 3 2 1 2

2 4 5 -1 2 3 -1 5

0 5 5 0 4 4 0 5

0 2 3 -1 2 2 0 3

-1 4 3 1 3 4 -1 5

2 4 3 1 4 4 0 5

-1 4 4 0 2 3 -1 3

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0 4 4 0 4 4 0 2

-2 2 5 -3 3 3 0 4

0 4 3 1 3 4 -1 2

2 3 3 0 2 4 -2 3

37 312 324 -12 309 333 -24 322

0.37 3.12 3.24 -0.12 3.09 3.33 -0.24 3.22

gaps

-0.180.11

-0.12

-0.24

-0.1075

12 3.123.09

3.01

3.24

3.33

2 3 4

P E

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E14 P14-E14 P15 E15 P15-E15 P16 E16 P16-E16 P17

4 0 3 4 -1 2 4 -2 3

1 1 3 5 -2 4 5 -1 4

4 0 3 4 -1 2 4 -2 3

3 0 4 4 0 3 3 3

2 0 4 3 1 4 2 2 4

4 0 3 4 -1 2 4 -2 3

2 -1 5 4 1 4 4 0 4

1 1 3 5 -2 4 5 -1 4

2 1 2 5 -3 4 5 -1 4

3 0 2 3 -1 4 4 0 4

3 0 4 4 0 3 3 3

3 -1 2 5 -3 3 5 -2 3

3 -1 4 5 -1 3 4 -1 3

3 0 4 4 0 3 4 -1 3

4 -2 4 4 0 2 3 -1 2

2 2 3 3 0 5 4 1 3

2 2 3 3 0 5 3 2 34 0 5 2 3 4 3 1 3

4 -1 4 5 -1 4 1 3 3

3 0 4 2 2 4 2 2 3

2 0 4 3 1 4 2 2 4

5 0 1 1 0 5 3 2 5

2 2 1 3 -2 5 3 2 5

3 -1 4 5 -1 3 4 -1 3

3 0 4 4 0 3 4 -1 3

3 0 4 4 0 3 4 -1 3

3 -1 2 5 -3 3 5 -2 3

3 -1 4 5 -1 3 4 -1 33 0 4 4 0 3 4 -1 3

4 -2 4 4 0 2 3 -1 2

2 2 3 3 0 5 3 2 3

4 0 5 2 3 4 3 1 3

3 2 3 2 1 4 4 0 5

3 0 4 4 0 3 4 -1 3

5 -3 2 1 1 2 2 0 2

3 0 4 4 0 3 3 3

3 -1 2 5 -3 3 5 -2 3

3 -1 4 5 -1 3 4 -1 3

4 -2 4 4 0 2 3 -1 22 2 3 3 0 5 3 2 3

3 0 4 4 0 3 3 3

3 -1 2 5 -3 3 5 -2 3

3 -1 4 5 -1 3 4 -1 3

3 0 4 4 0 3 3 3

3 -1 2 5 -3 3 5 -2 3

3 -1 4 5 -1 3 4 -1 3

3 0 4 4 0 3 4 -1 3

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4 -2 4 4 0 2 3 -1 2

3 -1 4 5 -1 3 4 -1 3

3 0 4 4 0 3 4 -1 3

3 1 5 5 0 4 3 1 3

3 2 4 4 0 5 3 2 4

2 1 2 4 -2 3 2 1 2

4 0 4 3 1 3 3 0 4

2 0 3 4 -1 2 4 -2 3

4 -1 4 4 0 2 4 -2 4

2 3 3 3 0 2 4 -2 3

4 -2 3 3 0 2 2 0 3

2 0 2 3 -1 3 4 -1 4

2 1 3 2 1 3 2 1 3

4 1 5 3 2 3 2 1 2

3 0 4 3 1 5 3 2 4

4 0 4 2 2 3 3 0 3

3 1 3 4 -1 5 5 0 4

5 -1 5 4 1 4 4 0 4

4 1 5 4 1 4 5 -1 43 2 5 3 2 4 4 0 4

4 1 4 4 0 4 4 0 5

5 -4 4 4 0 5 1 4 4

4 0 3 3 0 4 4 0 3

4 1 4 4 0 5 5 0 4

3 0 4 2 2 5 4 1 3

2 1 4 4 0 3 3 0 4

4 -1 3 5 -2 4 5 -1 5

4 -2 5 2 3 5 4 1 5

2 1 4 3 1 3 5 -2 5

4 0 3 5 -2 4 4 0 44 0 5 5 0 4 4 0 5

5 -1 5 4 1 4 5 -1 5

5 0 5 4 1 4 5 -1 4

4 0 5 5 0 4 4 0 5

5 -1 3 3 0 4 4 0 3

3 1 3 4 -1 4 4 0 3

4 1 3 4 -1 5 3 2 3

4 1 4 5 -1 3 5 -2 3

2 1 4 4 0 5 3 2 4

5 -3 3 4 -1 2 4 -2 3

5 -3 3 4 -1 2 4 -2 33 1 3 1 2 3 2 1 5

2 0 2 2 0 2 2 0 2

5 0 4 5 -1 5 5 0 4

5 0 3 4 -1 4 3 1 5

5 -2 2 2 0 2 3 -1 4

4 1 3 4 -1 5 3 2 3

4 1 4 5 -1 3 5 -2 3

2 1 4 4 0 5 3 2 4

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5 -3 3 4 -1 2 4 -2 3

4 0 4 4 0 4 4 0 4

4 -2 3 5 -2 3 3 0 4

4 -1 3 5 -2 4 3 1 3

334 -12 354 379 -25 348 347 1 343

3.34 -0.12 3.54 3.79 -0.25 3.48 3.47 0.01 3.43

Assurance Gap

factors P E Gaps

14 3.22 3.34 -0.1215 3.54 3.79 -0.25

16 3.48 3.47 0.01

17 3.43 3.37 0.06

average 3.4175 3.4925 -0.075

3.22

3.543.48

3.43

3.34

3.79

3.47

3.37

2.9

3

3.1

3.2

3.3

3.4

3.5

3.6

3.7

3.83.9

1 2 3 4

P E

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E17 P17-E17 P18 E18 P18-E18 P19 E19 P19-E19

5 -2 4 5 -1 3 4 -1

5 -1 4 1 3 3 4 -1

5 -2 4 5 -1 3 4 -1

3 0 2 4 -2 2 2 0

3 1 2 3 -1 1 2 -1

5 -2 4 5 -1 3 4 -1

1 3 2 1 1 1 4 -3

5 -1 4 1 3 3 4 -1

4 0 5 5 0 5 4 1

1 3 2 4 -2 1 4 -3

3 0 2 4 -2 2 2 0

3 0 2 4 -2 2 1 1

3 0 1 4 -3 2 2 0

3 0 4 3 1 4 4 0

2 0 2 3 -1 3 3 0

3 0 2 1 1 2 3 -1

3 0 2 3 -1 3 5 -24 -1 2 3 -1 2 3 -1

5 -2 3 2 1 3 4 -1

5 -2 3 3 0 4 2 2

3 1 2 3 -1 1 2 -1

2 3 2 2 0 2 3 -1

2 3 4 2 2 2 2 0

3 0 1 4 -3 2 2 0

3 0 4 3 1 4 4 0

3 0 2 4 -2 2 2 0

3 0 2 4 -2 2 1 1

3 0 1 4 -3 2 2 03 0 4 3 1 4 4 0

2 0 2 3 -1 3 3 0

3 0 2 3 -1 3 5 -2

4 -1 2 3 -1 2 3 -1

3 2 4 3 1 2 5 -3

3 0 4 3 1 4 4 0

3 -1 2 4 -2 2 2 0

3 0 2 4 -2 2 2 0

3 0 2 4 -2 2 1 1

3 0 1 4 -3 2 2 0

2 0 2 3 -1 3 3 03 0 2 3 -1 3 5 -2

3 0 2 4 -2 2 2 0

3 0 2 4 -2 2 1 1

3 0 1 4 -3 2 2 0

3 0 2 4 -2 2 2 0

3 0 2 4 -2 2 1 1

3 0 1 4 -3 2 2 0

3 0 4 3 1 4 4 0

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2 0 2 3 -1 3 3 0

3 0 1 4 -3 2 2 0

3 0 4 3 1 4 4 0

5 -2 4 3 1 4 1 3

5 -1 2 3 -1 2 4 -2

4 -2 2 4 -2 3 2 1

4 0 2 3 -1 2 4 -2

2 1 2 2 0 2 4 -2

5 -1 3 3 0 4 3 1

3 0 5 1 4 3 3 0

3 0 2 2 0 3 2 1

5 -1 1 2 -1 2 3 -1

3 0 3 3 0 3 2 1

1 1 5 2 3 2 3 -1

3 1 3 3 0 2 1 1

5 -2 5 2 3 3 3 0

3 1 4 4 0 4 5 -1

5 -1 5 4 1 4 5 -1

4 0 4 5 -1 4 5 -14 0 5 4 1 4 5 -1

4 1 4 5 -1 4 5 -1

3 1 5 4 1 4 5 -1

3 0 3 4 -1 4 3 1

4 0 4 4 0 5 5 0

3 0 4 2 2 2 4 -2

4 0 3 4 -1 4 3 1

4 1 5 3 2 4 3 1

2 3 3 4 -1 5 2 3

2 3 2 3 -1 3 2 1

4 0 2 4 -2 4 4 05 0 4 4 0 5 5 0

4 1 5 5 0 4 5 -1

4 0 4 5 -1 5 4 1

5 0 4 4 0 3 5 -2

3 0 5 4 1 3 3 0

4 -1 4 2 2 4 2 2

3 0 4 3 1 4 4 0

5 -2 4 4 0 4 4 0

4 0 4 2 2 3 3 0

3 0 2 3 -1 3 4 -1

3 0 2 3 -1 3 4 -12 3 5 1 4 4 5 -1

2 0 2 2 0 2 2 0

4 0 5 5 0 3 5 -2

3 2 3 3 0 5 5 0

3 1 2 2 0 3 3 0

3 0 4 3 1 4 4 0

5 -2 4 4 0 4 4 0

4 0 4 2 2 3 3 0

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3 0 2 3 -1 3 4 -1

2 2 3 2 1 4 3 1

4 0 3 3 0 3 2 1

5 -2 3 4 -1 3 2 1

337 6 298 327 -29 298 321 -23

3.37 0.06 2.98 3.27 -0.29 2.98 3.21 -0.23

Empathy Ga

factor P E

18 2.98 3.27

19 2.98 3.2120 3.17 3.28

21 3.34 3.26

22 2.98 3.27

average 3.09 3.258

2.98 2.98

3.17

3.27

3.21

3

2.8

2.9

3

3.1

3.2

3.3

3.4

1 2 3

P

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P20 E20 P20-E20 P21 E21 P21-E21 P22 E22 P22-E22

3 3 0 3 3 0 2 4 -2

3 4 -1 3 4 -1 4 2 2

3 3 0 3 3 0 2 4 -2

2 5 -3 3 2 1 2 2 0

2 3 -1 2 3 -1 2 3 -1

3 3 0 3 3 0 2 4 -2

1 4 -3 2 2 0 2 2 0

3 4 -1 3 4 -1 4 2 2

3 3 0 4 4 0 2 5 -3

1 2 -1 2 3 -1 5 3 2

2 5 -3 3 2 1 2 2 0

3 3 0 3 5 -2 3 3 0

4 3 1 4 3 1 2 3 -1

2 2 0 3 3 0 2 2 0

3 1 2 4 2 2 4 3 1

4 4 0 3 1 2 4 3 1

4 4 0 3 4 -1 1 4 -33 3 0 4 4 0 1 3 -2

3 3 0 2 3 -1 3 1 2

4 3 1 2 3 -1 1 1 0

2 3 -1 2 3 -1 2 3 -1

2 4 -2 4 3 1 2 2 0

2 3 -1 2 4 -2 3 3 0

4 3 1 4 3 1 2 3 -1

2 2 0 3 3 0 2 2 0

2 5 -3 3 2 1 2 2 0

3 3 0 3 5 -2 3 3 0

4 3 1 4 3 1 2 3 -12 2 0 3 3 0 2 2 0

3 1 2 4 2 2 4 3 1

4 4 0 3 4 -1 1 4 -3

3 3 0 4 4 0 1 3 -2

3 3 0 2 4 -2 3 5 -2

2 2 0 3 3 0 2 2 0

2 1 1 2 1 2 2 5 -3

2 5 -3 3 2 1 2 2 0

3 3 0 3 5 -2 3 3 0

4 3 1 4 3 1 2 3 -1

3 1 2 4 2 2 4 3 14 4 0 3 4 -1 1 4 -3

2 5 -3 3 2 1 2 2 0

3 3 0 3 5 -2 3 3 0

4 3 1 4 3 1 2 3 -1

2 5 -3 3 2 1 2 2 0

3 3 0 3 5 -2 3 3 0

4 3 1 4 3 1 2 3 -1

2 2 0 3 3 0 2 2 0

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3 1 2 4 2 2 4 3 1

4 3 1 4 3 1 2 3 -1

2 2 0 3 3 0 2 2 0

3 3 0 2 1 1 3 3 0

3 2 1 3 2 1 3 1 2

3 4 -1 1 2 -1 2 4 -2

3 3 0 2 4 -2 3 3 0

2 2 0 3 3 0 3 1 2

3 4 -1 2 3 -1 2 2 0

5 4 1 3 2 1 1 4 -3

4 3 1 3 2 1 4 2 2

3 4 -1 4 5 -1 5 4 1

3 2 1 3 3 0 3 3 0

1 4 -3 3 5 -2 4 4 0

1 3 -2 2 4 -2 3 5 -2

4 4 0 5 4 1 2 5 -3

4 3 1 5 4 1 4 5 -1

4 4 0 5 4 1 4 5 -1

4 5 -1 4 4 0 5 4 14 5 -1 5 4 1 4 5 -1

4 5 -1 5 4 1 5 5 0

5 5 0 4 5 -1 3 4 -1

3 3 0 4 3 1 4 4 0

5 4 1 4 4 0 4 5 -1

2 3 -1 4 2 2 3 4 -1

5 4 1 4 2 2 5 4 1

5 2 3 4 4 0 3 3 0

5 3 2 3 2 1 3 5 -2

4 3 1 4 5 -1 5 2 3

2 5 -3 4 4 0 2 4 -25 4 1 5 5 0 5 4 1

5 5 0 4 5 -1 5 5 0

5 5 0 4 4 0 5 5 0

4 4 0 5 5 0 5 4 1

4 4 0 5 3 2 3 4 -1

4 3 1 2 2 0 3 3 0

2 3 -1 4 3 1 3 4 -1

3 4 -1 4 4 0 4 5 -1

3 2 1 3 5 -2 4 3 1

3 4 -1 2 4 -2 3 4 -1

3 4 -1 2 4 -2 3 4 -15 1 4 4 2 2 5 3 2

2 2 0 2 2 0 2 2 0

5 5 0 3 4 -1 5 5 0

4 4 0 5 5 0 5 3 2

3 2 1 5 3 2 5 2 3

2 3 -1 4 3 1 3 4 -1

3 4 -1 4 4 0 4 5 -1

3 2 1 3 5 -2 4 3 1

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3 4 -1 2 4 -2 3 4 -1

4 4 0 5 2 3 4 3 1

3 3 0 4 1 3 2 3 -1

4 3 1 2 1 1 2 3 -1

317 328 -11 334 326 9 298 327 -29

3.17 3.28 -0.11 3.34 3.26 0.09 2.98 3.27 -0.29

p

gaps

-0.29

-0.23-0.11

0.09

-0.29

-0.108

3.34

2.98

.283.26 3.27

4 5

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factors Gaps factors

tangible -0.13 tangible

reliability -0.18 reliability

responsivness -0.1075 responsivness

assrance -0.075 assrance

empathy -0.108 empathy

average -0.1201 average

1.00

1.25

1.50

1.75

2.00

2.25

2.50

2.75

3.00

3.25

3.50

3.754.00

tangible reliability responsivness assrance empathy

overall gap

P

E

Gaps

tangible, -0.13

r

0 1 2 3

G

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Overall Gap

P E Gaps

3.50 3.65 -0.13

3.33 3.58 -0.18

3.11 3.22 -0.11

3.42 3.49 -0.08

3.09 3.26 -0.11

3.29 3.44 -0.12

-0.500.000.501.001.502.00

2.503.003.504.00

factors

overall gap

P

E

Gaps

sponsivness,-0.1075

assrance, -0.075

empathy, -0.108 average, -

0.1201

4 5 6 7

aps

Gaps

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.18

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5 4 1 4 4 0 4 3 1

4 3 1 2 4 -2 4 3 1

4 5 -1 4 4 0 4 4 0

1 1 0 2 2 0 3 1 2

4 4 0 4 4 0 4 4 0

1 1 0 2 2 0 3 3 0

4 4 0 4 4 0 4 4 01 1 0 2 1 1 3 2 1

4 4 0 4 4 0 4 4 0

5 5 0 4 4 0 3 3 0

5 5 0 4 5 -1 4 5 -1

5 1 4 3 2 1 4 3 1

3 4 -1 2 4 -2 2 5 -3

1 1 0 2 2 0 3 3 0

4 4 0 3 2 1 4 4 0

5 5 0 5 4 1 4 4 0

4 5 -1 4 4 0 5 4 1

4 4 0 4 4 0 4 4 04 5 -1 4 5 -1 5 4 1

5 5 0 4 5 -1 4 4 0

3 2 1 4 3 1 3 4 -1

5 5 0 5 5 0 5 4 1

3 3 0 2 4 -2 4 3 1

5 3 2 5 2 3 5 4 1

4 5 -1 4 5 -1 3 3 0

1 3 -2 2 2 0 4 2 2

1 1 0 2 2 0 3 1 2

3 4 -1 4 5 -1 3 4 -1

5 5 0 4 4 0 5 4 14 5 -1 5 5 0 4 4 0

5 5 0 4 4 0 5 5 0

5 5 0 4 4 0 5 5 0

4 4 0 3 3 0 4 5 -1

4 5 -1 4 5 -1 5 5 0

4 4 0 5 4 1 3 4 -1

4 5 -1 4 4 0 5 5 0

2 2 0 1 5 -4 3 2 1

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4 2 2 4 4 0 4 4 0

4 2 2 4 4 0 4 4 0

1 1 0 2 2 0 2 2 0

1 1 0 1 2 -1 2 2 0

5 5 0 4 3 1 5 4 1

1 5 -4 2 4 -2 4 4 0

3 5 -2 4 3 1 4 3 1

4 4 0 5 4 1 3 4 -1

4 5 -1 4 4 0 5 5 0

2 2 0 1 5 -4 3 2 1

4 2 2 4 4 0 4 4 0

4 5 4 4 4 4

5 4 1 4 4 0 4 3 1

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5 3 2 3 3 0 4 3

3 2 1 4 4 0 4 3

4 2 2 4 3 1 5 5

2 3 -1 1 2 -1 2 3

4 4 0 5 4 1 4 5

3 3 0 2 4 -2 1 5

4 4 0 5 5 0 4 44 3 1 5 2 3 3 3

4 5 -1 5 4 1 5 3

2 2 0 1 1 0 2 2

4 5 -1 4 4 0 4 4

2 4 -2 3 5 -2 5 4

2 5 -3 3 5 -2 3 4

4 2 2 3 3 0 2 4

3 3 0 4 4 0 3 5

4 4 0 4 4 0 4 5

5 5 0 5 5 0 4 5

5 5 0 5 5 0 5 44 4 0 4 5 -1 4 5

4 5 -1 5 4 1 4 4

4 3 1 3 5 -2 4 3

4 4 0 4 5 -1 4 4

3 2 1 2 4 -2 3 2

5 3 2 5 3 2 3 4

4 1 3 3 4 -1 5 4

3 3 0 3 5 -2 2 4

4 2 2 2 3 -1 5 2

4 4 0 3 4 -1 4 4

4 3 1 5 5 0 4 45 5 0 4 4 0 5 5

4 3 1 5 4 1 4 5

5 4 1 5 5 0 4 3

3 3 0 4 4 0 3 2

4 4 0 4 3 1 4 5

4 3 1 3 3 0 4 4

4 4 0 5 4 1 4 4

2 4 -2 3 3 0 2 4

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4 4 0 4 5 -1 4 4

4 4 0 4 5 -1 4 4

5 2 3 5 2 3 2 2

2 2 0 2 2 0 2 2

4 5 -1 5 4 1 4 5

5 5 0 5 5 0 5 4

3 2 1 2 2 0 3 2

4 3 1 3 3 0 4 4

4 4 0 5 4 1 4 4

2 4 -2 3 3 0 2 4

4 4 0 4 5 -1 4 4

5 4 1 4 5 -1 4 4

5 3 2 3 3 0 4 3

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1 2 4 -2 4 4 0 3 3

1 3 3 0 3 3 0 4 4

0 4 3 1 3 4 -1 4 3

-1 1 2 -1 2 3 -1 3 3

-1 3 2 1 4 3 1 3 4

-4 2 3 -1 2 4 -2 3 5

0 3 2 1 4 3 1 4 30 2 3 -1 3 4 -1 4 3

2 4 2 2 2 4 -2 3 4

0 3 3 0 4 4 0 5 5

0 3 4 -1 3 4 -1 3 3

1 4 3 1 1 2 -1 5 1

-1 4 4 0 5 5 0 4 5

-2 3 5 -2 2 3 -1 3 2

-2 4 5 -1 3 3 0 5 5

-1 5 5 0 4 4 0 5 4

-1 4 4 0 5 4 1 4 5

1 4 4 0 4 4 0 5 4-1 4 5 -1 5 4 1 4 4

0 5 4 1 4 5 -1 4 5

1 5 4 1 4 3 1 3 4

0 4 4 0 4 4 0 4 4

1 3 3 0 4 3 1 2 2

-1 4 3 1 4 4 0 4 3

1 3 1 2 4 3 1 3 4

-2 4 2 2 4 3 1 3 5

3 2 4 -2 3 3 0 4 2

0 3 5 -2 4 1 3 4 5

0 5 3 2 4 5 -1 5 40 4 4 0 5 5 0 4 4

-1 5 4 1 4 5 -1 5 3

1 5 4 1 4 5 -1 5 4

1 4 3 1 3 4 -1 4 2

-1 3 4 -1 3 4 -1 5 4

0 3 4 -1 5 3 2 3 3

0 5 5 0 4 4 0 4 3

-2 3 2 1 2 3 -1 4 2

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0 2 4 -2 3 2 1 4 3

0 2 4 -2 3 2 1 4 3

0 3 4 -1 3 4 -1 4 4

0 2 2 0 2 2 0 2 2

-1 2 4 -2 3 5 -2 4 3

1 4 5 -1 4 4 0 5 5

1 4 2 2 4 2 2 3 2

0 3 4 -1 5 3 2 3 3

0 5 5 0 4 4 0 4 3

-2 3 2 1 2 3 -1 4 2

0 2 4 -2 3 2 1 4 3

0 2 4 -2 5 3 2 4 4

1 2 4 -2 4 4 0 3 3

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0 3 3 0 4 1 3 4

0 3 4 -1 4 3 1 3

1 3 4 -1 3 3 0 2

0 4 4 0 4 2 2 3

-1 3 2 1 4 3 1 3

-2 2 3 -1 3 4 -1 2

1 2 4 -2 4 3 1 31 2 5 -3 3 3 0 4

-1 4 4 0 5 3 2 4

0 4 4 0 3 3 0 2

0 2 3 -1 2 3 -1 2

4 4 2 2 2 3 -1 3

-1 3 4 -1 2 4 -2 1

1 2 3 -1 3 5 -2 2

0 3 3 0 5 5 0 3

1 5 4 1 5 4 1 4

-1 4 5 -1 4 4 0 5

1 5 5 0 4 4 0 40 5 5 0 4 5 -1 4

-1 4 4 0 5 5 0 3

-1 3 3 0 4 4 0 5

0 5 5 0 5 4 1 4

0 3 4 -1 3 3 0 4

1 4 3 1 4 5 -1 3

-1 2 2 0 3 3 0 1

-2 4 3 1 3 2 1 2

2 3 5 -2 2 2 0 3

-1 4 4 0 3 4 -1 4

1 4 5 -1 5 4 1 40 3 5 -2 4 4 0 5

2 4 4 0 5 5 0 5

1 4 4 0 5 5 0 4

2 3 3 0 5 5 0 3

1 4 4 0 4 4 0 4

0 4 3 1 2 3 -1 4

1 4 3 1 5 3 2 4

2 3 4 -1 2 3 -1 4

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1 4 4 0 3 3 0 4

1 4 4 0 3 3 0 4

0 4 4 0 3 4 -1 4

0 2 2 0 2 2 0 3

1 1 5 -4 5 3 2 4

0 5 4 1 4 4 0 5

1 3 2 1 3 3 0 2

0 4 3 1 2 3 -1 4

1 4 3 1 5 3 2 4

2 3 4 -1 2 3 -1 4

1 4 4 0 3 3 0 4

0 4 4 0 2 4 -2 2

0 3 3 0 4 1 3 4

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4 0 4 4 0 3 3 0

2 1 3 1 2 2 4 -2

4 -2 3 3 0 3 4 -1

4 -1 4 2 2 3 2 1

4 -1 4 4 0 4 4 0

5 -3 3 2 1 2 2 0

4 -1 4 3 1 3 4 -14 0 2 3 -1 5 2 3

4 0 3 3 0 2 4 -2

2 0 1 1 0 2 2 0

3 -1 2 2 0 3 2 1

4 -1 4 5 -1 5 4 1

3 -2 2 3 -1 3 3 0

2 0 3 3 0 4 4 0

3 0 5 5 0 4 3 1

4 0 4 5 -1 4 5 -1

4 1 5 4 1 5 4 1

4 0 4 4 0 5 3 25 -1 4 4 0 5 4 1

4 -1 4 5 -1 1 5 -4

5 0 3 3 0 4 4 0

5 -1 4 5 -1 5 4 1

3 1 2 5 -3 3 3 0

3 0 5 4 1 3 2 1

1 0 2 2 0 3 4 -1

4 -2 5 2 3 2 4 -2

2 1 4 4 0 3 2 1

5 -1 3 5 -2 4 4 0

4 0 5 4 1 4 4 05 0 5 4 1 4 5 -1

3 2 4 4 0 5 5 0

4 0 5 5 0 4 4 0

4 -1 5 3 2 4 5 -1

4 0 3 4 -1 4 3 1

3 1 3 4 -1 5 4 1

3 1 4 4 0 5 4 1

4 0 2 3 -1 3 2 1

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4 0 4 4 0 2 5 -3

4 0 4 4 0 2 5 -3

3 1 4 3 1 4 3 1

2 1 3 2 1 2 2 0

5 -1 2 3 -1 5 5 0

5 0 4 4 0 5 5 0

3 -1 2 2 0 3 5 -2

3 1 3 4 -1 5 4 1

3 1 4 4 0 5 4 1

4 0 2 3 -1 3 2 1

4 0 4 4 0 2 5 -3

5 -3 3 3 0 4 4 0

4 0 4 4 0 3 3 0

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4 4 0 3 4 -1 3 3 0

4 4 0 2 3 -1 2 2 0

5 3 2 4 2 2 5 4 1

2 4 -2 3 2 1 2 4 -2

4 3 1 3 3 0 4 4 0

3 4 -1 2 4 -2 3 2 1

4 4 0 2 4 -2 4 5 -13 3 0 2 4 -2 3 3 0

2 3 -1 3 2 1 2 3 -1

2 3 -1 3 4 -1 4 5 -1

3 2 1 3 2 1 3 3 0

5 3 2 3 2 1 2 1 1

4 3 1 5 3 2 4 3 1

4 2 2 3 3 0 3 5 -2

3 4 -1 5 5 0 4 3 1

5 4 1 4 4 0 4 5 -1

5 4 1 4 5 -1 4 4 0

5 3 2 4 4 0 4 4 04 4 0 4 4 0 5 4 1

4 4 0 5 1 4 4 3 1

3 3 0 4 4 0 3 3 0

4 4 0 5 5 0 4 4 0

4 2 2 5 4 1 3 3 0

4 4 0 3 3 0 4 4 0

3 5 -2 4 5 -1 5 4 1

5 2 3 5 4 1 5 2 3

4 3 1 3 5 -2 5 2 3

3 5 -2 4 4 0 4 4 0

5 5 0 4 4 0 5 5 05 4 1 4 5 -1 5 4 1

5 4 1 4 5 -1 4 4 0

5 5 0 4 4 0 5 5 0

3 3 0 4 4 0 3 3 0

3 4 -1 4 4 0 3 4 -1

3 4 -1 5 3 2 3 3 0

4 5 -1 3 5 -2 3 5 -2

4 4 0 5 3 2 4 4 0

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3 4 -1 2 4 -2 3 3 0

3 4 -1 2 4 -2 3 3 0

3 1 2 3 2 1 5 2 3

2 2 0 2 2 0 2 2 0

4 5 -1 5 5 0 4 4 0

3 4 -1 4 3 1 5 3 2

2 2 0 2 3 -1 4 3 1

3 4 -1 5 3 2 3 3 0

4 5 -1 3 5 -2 3 5 -2

4 4 0 5 3 2 4 4 0

3 4 -1 2 4 -2 3 3 0

4 4 0 4 4 0 4 2 2

4 4 0 3 4 -1 3 3 0

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4 3 1 4 4 0 2 2

2 3 -1 3 3 0 3 1

4 5 -1 4 5 -1 4 4

4 4 0 3 2 1 3 4

4 3 1 3 2 1 3 3

4 4 0 4 2 2 4 4

3 3 0 2 3 -1 3 21 5 -4 3 3 0 1 2

3 4 -1 4 4 0 3 3

5 4 1 4 3 1 3 2

3 3 0 3 4 -1 3 4

1 2 -1 4 3 1 5 4

3 3 0 2 1 1 1 3

5 2 3 3 3 0 4 4

4 4 0 4 5 -1 4 3

5 4 1 4 5 -1 4 4

4 5 -1 4 5 -1 4 5

5 4 1 4 5 -1 4 54 5 -1 4 5 -1 4 5

5 4 1 4 5 -1 5 5

3 4 -1 4 3 1 3 3

4 4 0 5 5 0 5 4

4 2 2 2 4 -2 2 3

3 4 -1 4 3 1 5 4

5 3 2 4 3 1 5 2

3 4 -1 5 2 3 5 3

2 3 -1 3 2 1 4 3

2 4 -2 4 4 0 2 5

4 4 0 5 5 0 5 45 5 0 4 5 -1 5 5

4 5 -1 5 4 1 5 5

4 4 0 3 5 -2 4 4

5 4 1 3 3 0 4 4

4 2 2 4 2 2 4 3

4 3 1 4 4 0 2 3

4 4 0 4 4 0 3 4

4 2 2 3 3 0 3 2

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2 3 -1 3 4 -1 3 4

2 3 -1 3 4 -1 3 4

5 1 4 4 5 -1 5 1

2 2 0 2 2 0 2 2

5 5 0 3 5 -2 5 5

3 3 0 5 5 0 4 4

2 2 0 3 3 0 3 2

4 3 1 4 4 0 2 3

4 4 0 4 4 0 3 4

4 2 2 3 3 0 3 2

2 3 -1 3 4 -1 3 4

3 2 1 4 3 1 4 4

4 3 1 4 4 0 2 2

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0 3 3 0 2 2 0

2 4 2 2 4 3 1

0 3 4 -1 3 4 -1

-1 1 2 -1 2 4 -2

0 4 2 2 3 3 0

0 3 3 0 3 5 -2

1 4 3 1 4 4 0-1 3 4 -1 5 2 3

0 2 4 -2 3 4 -1

1 2 1 1 1 2 -1

-1 3 3 0 3 3 0

1 3 5 -2 2 4 -2

-2 2 4 -2 3 5 -2

0 5 4 1 2 5 -3

1 5 4 1 4 5 -1

0 5 4 1 4 5 -1

-1 4 4 0 5 4 1

-1 5 4 1 4 5 -1-1 5 4 1 5 5 0

0 4 5 -1 3 4 -1

0 4 3 1 4 4 0

1 4 4 0 4 5 -1

-1 4 2 2 3 4 -1

1 4 2 2 5 4 1

3 4 4 0 3 3 0

2 3 2 1 3 5 -2

1 4 5 -1 5 2 3

-3 4 4 0 2 4 -2

1 5 5 0 5 4 10 4 5 -1 5 5 0

0 4 4 0 5 5 0

0 5 5 0 5 4 1

0 5 3 2 3 4 -1

1 2 2 0 3 3 0

-1 4 3 1 3 4 -1

-1 4 4 0 4 5 -1

1 3 5 -2 4 3 1

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-1 2 4 -2 3 4 -1

-1 2 4 -2 3 4 -1

4 4 2 2 5 3 2

0 2 2 0 2 2 0

0 3 4 -1 5 5 0

0 5 5 0 5 3 2

1 5 3 2 5 2 3

-1 4 3 1 3 4 -1

-1 4 4 0 4 5 -1

1 3 5 -2 4 3 1

-1 2 4 -2 3 4 -1

0 5 2 3 4 3 1

0 3 3 0 2 2 0

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factors P E Gaps

1 3.33 3.75 -0.35

2 3.34 3.67 -0.33

3 3.53 3.67 -0.12

4 3.8 3.52 0.28

5 3.38 3.72 -0.34

6 3.43 3.68 -0.257 3.13 3.55 -0.42

8 3.23 3.57 -0.34

9 3.49 3.38 0.11

10 3.12 3.3 -0.18 1

11 3.12 3.01 0.11

12 3.12 3.24 -0.12

13 3.09 3.33 -0.24

14 3.22 3.34 -0.12

15 3.54 3.79 -0.25

16 3.48 3.47 0.0117 3.43 3.37 0.06

18 2.98 3.27 -0.29

19 2.98 3.21 -0.23

20 3.17 3.28 -0.11

21 3.34 3.26 0.09

22 2.98 3.27 -0.29 1

1

1.52

2.5

3

3.5

4

4.5

5

1 1.5

AxisTitle

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69/71

7/28/2019 Service Marketing Draft

70/71

2 2.5 3 3.5 4 4.5 5

Axis Title

E

7/28/2019 Service Marketing Draft

71/71