n=18

Strongly
Questions/
Disagree
Scales
1
1
0
2
0
3
0
4
0
5
0
6
0
7
0
8
0
9
0
*10
7
*11
2
*12
5
*13
9
14
0
15
0
16
0
17
0
*18
12
*19
12
*20
1
*21
8
*22
3

Neutral
2

3
0
0
0
0
0
0
0
0
0
10
11
6
5
0
0
0
0
4
4
2
1
11

4
0
0
0
0
0
0
0
0
0
1
1
6
3
0
0
0
0
2
2
5
4
4

5
0
0
2
0
0
0
0
0
1
0
2
1
1
1
0
0
0
0
0
4
0
0

6
6
3
1
3
0
2
3
0
2
0
2
0
0
2
1
0
1
0
0
5
5
0

8
13
11
2
5
13
14
5
10
0
0
0
0
13
15
5
13
0
0
1
0
0

Strongly
Agree Respondents=
7
18
4
2
4
13
13
3
1
13
5
0
0
0
0
2
2
13
4
0
0
0
0
0

[E]Average
5.888888889
5.944444444
5.944444444
6.555555556
6.722222222
6.055555556
5.888888889
6.722222222
6.055555556
6.333333333
5.5
5.833333333
6.222222222
5.888888889
6.055555556
6.722222222
6.166666667
6.555555556
6.555555556
4.277777778
5.388888889
5.944444444

6.083333

6.288889

5.972222

6.208333

5.744444

Strongly
Questions
Disagree
/Scales
1
1
0
2
0
3
0
4
0
5
0
6
0
7
0
8
0
9
0
*10
13
*11
6
*12
5
*13
6
14
0
15
0
16
0
17
0
*18
0
*19
5
*20
9
*21
2
*22
11

Neutral
2

3
0
0
0
0
0
0
0
0
0
5
9
5
8
0
0
0
0
0
6
2
7
6

4
0
0
0
0
0
0
0
0
0
0
3
7
3
0
0
0
0
2
3
1
8
1

5
0
0
0
0
0
3
0
0
0
0
0
0
1
0
0
0
0
8
2
4
1
0

6
8
5
1
1
1
7
1
1
6
0
0
1
0
3
5
0
6
2
2
2
0
0

9
8
4
2
5
5
11
5
5
0
0
0
0
10
7
2
4
6
0
0
0
0

Strongly
Agree Respondents=
7
18
1
5
13
15
12
3
6
12
7
0
0
0
0
5
6
16
8
0
0
0
0
0

[P]Average
5.611111111
6
6.666666667
6.777777778
6.611111111
5.444444444
6.277777778
6.611111111
6.055555556
6.722222222
6.166666667
5.722222222
6.055555556
6.111111111
6.055555556
6.888888889
6.111111111
3.333333333
5.555555556
5.666666667
5.555555556
6.555555556

6.263889

6.2

6.166667

6.291667

5.333333

[E]Average

[P]Average

5.888888889
5.944444444
5.944444444
6.555555556
6.722222222
6.055555556
5.888888889
6.722222222
6.055555556
6.333333333
5.5
5.833333333
6.222222222
5.888888889
6.055555556
6.722222222
6.166666667
6.555555556
6.555555556
4.277777778
5.388888889
5.944444444

5.611111111
6
6.666666667
6.777777778
6.611111111
5.444444444
6.277777778
6.611111111
6.055555556
6.722222222
6.166666667
5.722222222
6.055555556
6.111111111
6.055555556
6.888888889
6.111111111
3.333333333
5.555555556
5.666666667
5.555555556
6.555555556

P-E
-0.2778
0.0556
0.7222
0.2222
-0.1111
-0.6111
0.3889
-0.1111
0.0000
0.3889
0.6667
-0.1111
-0.1667
0.2222
0.0000
0.1667
-0.0556
-3.2222
-1.0000
1.3889
0.1667
0.6111

ITEMS
Up-to-date equipments
Physical facilities are visually appealing
Employees are well dressed
Appearance of facilities is in keeping with services provided
Promise to deliver within said time
Customer's problems are sympathised and reassured by firm
Firm is dependable
Provide services at the time they promise
Keep records accurately
Tell customers when service will be performed
Prompt service expected from employees
Employees are willing to help customers
Busy and dont respond to customer requests promptly
Customers trust employees
Customers feel safe in the transactions with the firm's employees
Employees to be polite
Employees get adequate support from firms to perform well
Firms give customer individual attention
Employees give customer individual attention
Employees know customer needs
Firms have Customer's best interest at heart
Operating hours convenient to all customers

P-E
-0.27778
0.055556
0.722222
0.222222
-0.11111
-0.61111
0.388889
-0.11111
0
0.388889
0.666667
-0.11111
-0.16667
0.222222
0
0.1667
-0.05556
-3.22222
-1
1.388889
0.166667
0.611111

AVERAGE

DIMENSION

0.180555556

TANGIABLES

-0.088888889

RELIABILITY

0.194444444 RESPONSIVENESS

0.08334

ASSURANCE

-0.411111111

EMPATHY