Академический Документы
Профессиональный Документы
Культура Документы
Constructs measured
Brief explanation
Basic demographics
46
Bank details
Overall Experience
8 11
Tangibles
12 14
15 17
18 21
22 24
25 27
28 30
31 33
34 & 35
Reliability
Responsiveness
Assurance
Empathy
Credit Card
Internet banking
Mobile banking
Customer Satisfaction
Assignment
1.
Evaluate the Net Promoter Score for each bank. Which bank provides the best
experience?
What are the measures you would adopt to improve the service provided by the worst
performing bank?
What are the measures you would adopt to improve the services of those dimensions in
which the best performing bank is doing bad (bottom two box score)?