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SCORE

1
2
3
4
5
6
7
Dimension

Tangibles

Reliability

Responsiveness

Assurance

Empathy

Features

1.The appearance of the banks physical


facilities, equipment, personnel and
communication materials.
2.The bank's ability to perform the promised
service dependably and accurately
3.The banks willingness to help customers
and provide prompt service.
4.The knowledge and courtesy of the bank's
employees and their ability to convey trust
and confidence.
5.The caring individual attention the bank
provides its customers.
Total:

servqual dimension

TANGIBILITY

TANGIBILITY

RELAIBILITY

RESPONSIVENESS

ASSURANCE

EMPATHY

REMARKS
strongly Disagree
fairly Disagree
disagree
neutral
agree
fairly agree
strongly agree
Statement

FEDERAL BANK have modern looking equipment.


The physical facilities at FEDERAL BANK are visually appealing.
Employees at federal bank is neat in their appearance.
pamphlets or statements are visually appealing at federal bank.
When federal bank promise to do something by a certain time, they do.
when a customer has a problem, federal bank will show a sincere interest in solving it.

federal bank will perform the service right the first time.
federal bank will provide the service at the time they promise to do so.
federal bank will insist on error free records.
Employees of federal bank will tell customers exactly when services will be performed.
Employees of federal bank will give prompt service to customers.
Employees of federal bank will always be willing to help customers.
Employees of federal bank will never be too busy to respond to customers' requests.
The behaviour of employees in federal bank will instil confidence in customers
Customers of federal bank will feel safe in transactions.
Employees of federal bank will be consistently courteous with customers.
Employees of federal bank will have the knowledge to answer customers' questions.

federal bank will give customers individual attention.

federal bank will have operating hours convenient to all their customers.
federal bank will have employees who give customers personal service.
federal bank will have their customers' best interest at heart.
The employees of federal bank will understand the specific needs of their customers.

TABLE 1 - CALCULATION FOR SERVQUAL SCORE

Points by Ankit Gupta

20

25

25

10

20
100
TABLE 2 - SERVQUAL IMPORTANCE WEIGHTS
scale from table 1

1.0833333

1.0833333

0.866666667

1.66666667

0.75

1.33333333

Table 3 - CALCULATION OF WEIGHTED SERVQUAL SCORE

Expectation Score

Perception Score customer


1(Ankit Gupta)

RE

Points by Amandeep singh


chawla

Points by ABHISHEK
KAKKAR
10

25

35

20

20

20

10

25

25

10

100

100

S
weighting from table 2

18.33333333

weighted average servqual score

19.8611104964

18.33333333

19.8611104964

26.666666667

23.1111111111

21.66666667

25.2777777778

15

11.25

18.33333333

24.4444444444

AVERAGE WEIGHTED SCORE


SUM

20.7888887659
103.9444438297

Perception Score customer 2(amandeep


singh chawla)

Perception Score customer


3(ABHISHEK KAKKAR)

Average perception score

5.3333333333

5.6666666667

5.6666666667

5.3333333333

6.3333333333

5.3333333333

5.6666666667

6.6666666667

5.6666666667

5.6666666667

5.3333333333

5.6666666667

5.6666666667

6.3333333333

5.6666666667

Unweighted Average SERVQUAL

average weighted score

18.3333333333

26.6666666667

21.6666666667

15

18.3333333333
100

Gap Score( E-P)

Average for Dimension

1.6666666667
1.3333333333

1.0833333333

0
1.3333333333

1.6666666667

1
0.8666666667
0.6666666667

1
0
1.6666666667
1.3333333333
0.3333333333

1.1666666667

1.3333333333

1.3333333333
0
1.6666666667

0.75

1.3333333333
1.3333333333
1.3333333333
2
0.6666666667
1.3333333333

nweighted Average SERVQUAL score:

1.04

INFERENCES FOR FEDERAL BANK

1) Federal bank being a private ssector bank, its employees are neat in their appearances ,but their m
2) Federal bank is quiet a reliable bank and tend to provide error free services.

3) Federal bank employees as perceived by the customers are always willing to help them, but someh

4) Federal bank, though unknown to many, always instil confidence In their cutomers and are always c

5) Empathy is something where federal bank lags. As they do not have enough sales force, so providin

WHAT CUSTOMER FEEL IMPORTANT?

It has been observed, customers want the bank to perform their duties well and accurately. Bank emp

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