| Service Quality | Factors | ||||||
| 1 | 2 | 3 | 4 | 5 | 6 | 7 | |
| Provide relevant & accurate information-Q1 |
|
|
| 0.637 |
|
|
|
| Update technology regularly-Q2 |
|
|
| 0.771 |
|
|
|
| Maintaining accurate record-Q3 |
|
|
|
|
|
| 0.868 |
| The bank is willing to help customers and provide prompt service-Q4 |
|
|
|
| 0.631 |
|
|
| Get Immediate help for problem or queries-Q5 |
|
|
|
|
| 0.692 |
|
| Prompt responses to the requests by SMS/email or other means-Q6 |
| 0.643 |
|
|
|
|
|
| Mobile hackers may not take control of my account-Q7 |
|
|
|
| 0.774 |
|
|
| Safe to do transactions-Q8 | 0.697 |
|
|
|
|
|
|
| Secure credit/debit card or other pin information-Q9 |
|
| 0.547 |
|
|
|
|
| Save time-Q10 |
|
| 0.762 |
|
|
|
|
| Information content and texts are easy to understand-Q11 |
| 0.559 |
|
|
|
|
|
| Reading characters on the website is easy-Q12 |
|
| 0.682 |
|
|
|
|
| Availability of customer service for 24 * 7-Q13 | 0.832 |
|
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|