Assurance has a mean score of 1.63 with a standard deviation of 0.676. This result shows that customers agreed that the bank provides the promised secure service and shows promptness to increase customers ‘confidence and trust in quality services.
Reliability has a mean score of 1.93 with a standard deviation of 0.568. The mean score of reliability clearly points out that customers agreed that the bank provides the promised service precisely and consistently.
Responsiveness has a mean score of 2.16 with a standard deviation of 0.682. This result shows that the bank provides prompt service to their customers and shows readiness to respond customers’ demands.
Empathy has a mean score of 2.09 with a standard deviation of 0.695. The mean score of reliability clearly points out that customers agreed that the bank provides a positive impression. Also, customers prioritize this bank when selecting the same type of banking service. Therefore, it may be concluded, that respondents are most satisfied with responsiveness, empathy, and tangibles while they are less satisfied with reliability and assurance.
Best services for writing your paper according to Trustpilot
