analysis and workings

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


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


3/82

1.000


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


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


6/82

0.000039

0.29736837


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


8/82

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


9/82

0.0


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


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


12/82

0.9683928683 0.999926479


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


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


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


16/82

1.314

2.878

1.726

0.997


17/82


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


19/82

1.286

3.984

1.653

0.516074


20/82

0.709294402


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


22/82

1.3

3.9

0.6


23/82


24/82

Assurance

[Personal and


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


25/82

1.2788389206 1.323602531

3.7 3.3

0.8276026574 0.986330217


26/82


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


28/82


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


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


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


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


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


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


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]


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]


37/82

[Courteous and

knowledgeable

employees of EBL]

[Personal and


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.

[]


38/82


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


40/82

1

-6

1


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


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


43/82

0

1

0


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


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


46/82

0.535

0.655

0.000


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


48/82


49/82

0.430 0.674

0.387 -0.272

0.000 0.997


50/82


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


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


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


54/82

-0.878

0.582


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


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


57/82

0.598

0.538


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


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


60/82

0.290

0.606


61/82

Assurance

[Personal and


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


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


63/82

0.229 -0.424

0.449 0.719


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


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


66/82


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


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


69/82

-0.878

0.582


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


71/82


72/82

0.598

0.538


73/82


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


75/82

0.290

0.606


76/82


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


78/82

0.229 -0.424

0.449 0.719


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


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


81/82

22


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

analysis and workings

Documents