Public Economics
Autor: Santosh Kumar • November 28, 2016 • Case Study • 411 Words (2 Pages) • 1,009 Views
ATTRIBUTES | No of Respondents who gave # | Ranking (Based on Weighted Average) | |||||
1 | 2 | 3 | 4 | 5 | RANK # | ATTRIBUTE | |
Level of Product /Process Knowledge of bank staff 3.85 | 4 | 9 | 6 | 0 | 1 | 3.85-1 | Level of Product /Process Knowledge of bank staff |
Quality of response to customer queries on product/service 3.35 | 3 | 7 | 7 | 0 | 3 | 2 | Presentation, Communication and Mannerism of staff |
Availability and quality of brochures, sales material 3.5 | 2 | 10 | 6 | 0 | 2 | 3 | Availability and quality of brochures, sales material |
Understanding of customer’s needs and their unique perspective 3.4 | 3 | 6 | 8 | 2 | 1 | 4 | Understanding of customer’s needs and their unique perspective |
Presentation, Communication and Mannerism of staff 3.55 | 3 | 11 | 3 | 0 | 3 | 5 | Understanding of customer’s needs and their unique perspective |
- INITIAL EXPERIENCE
- SERVICE DELIVERY EXPERIENCE
ATTRIBUTES | No of Respondents who gave # | Ranking (Based on Weighted Average) | |||||
1 | 2 | 3 | 4 | 5 | RANK # | ATTRIBUTE | |
Timeliness of service delivery 3.4 | 3 | 7 | 7 | 1 | 2 | 1 | Quality and sophistication of delivery |
Sharing of status while work-in-progress 3.35 | 2 | 8 | 7 | 1 | 2 | 2 | Behaviour and mannerism of delivery staff |
Quality and sophistication of delivery 3.55 | 3 | 10 | 4 | 1 | 2 | 3 | Timeliness of service delivery |
Behaviour and mannerism of delivery staff 3.45 | 3 | 8 | 6 | 1 | 2 | 4 | Sharing of status while work-in-progress |
Level of congruence between time taken to deliver the services and expected time 3.2 | 0 | 9 | 8 | 1 | 2 | 5 | Level of congruence between time taken to deliver the services and expected time |
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