Essay Numerical analysis of Bank Service

Numerical analysis of quantitative data sets is conducted to collect information about customer expectations and perceptions regarding offered bank services. The three important questions discussed in this research work are concerned with different dimensions. The questions are about the priorities of customers for determinants of quality and ranking of customer priorities. Following the collected responses about the quality, it can be concluded that out of 100 points total of 40 points is given to the ability of a bank in performing the promised services dependably and accurately. High scores indicate that customers are seeking for the bank services which can fulfill what they promise with the customers. Or in order words in the perception of customer's quality of banking service is to fulfill promises accurately. Secondly, customers also give priority to the courtesy and knowledge of bank employees. According to the perception of customers, high capability and courteous behavior can take the quality of services at a high level. While on the other hand, customers give the least but equal importance to the appearance of the bank (including physical facilities, equipment, and communication) and individual attention of banks towards their customers. Conclusively, the ranking of priorities are presented below in order:

1.      Reliability

2.      Assurance

3.      Responsiveness

4.      Empathy and Tangible  

According to the assessment of the bank that I was evaluated for its services and quality of services, it can be said that banking is unable to meet with the expectation of its customers regarding the quality of services. Reliability, responsiveness, and empathy scores are negative while tangible and assurance are equal to 0. Bank can enhance its customer focus by full filling their promises with the customers. Furthermore, the bank also needs to give attention to the responsiveness of the bank to make their customers satisfied with offered services.