A project study report

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Assurance
BANK	GAP SCORE
ICICI	1.74
HDFC	0.9
SBI	0.52
BOB	0.61

Reliability
Gap score	Bank
Minimum	SBI
Maximum	ICICI

Empathy
BANK	GAP SCORE
ICICI	0.68
HDFC	0.78
SBI	1.32
BOB	0.67

Reliability
Gap score	Bank
Minimum	BOB
Maximum	SBI

Comparision of gap score
Dimension	Bank
Dimension	ICICI	HDFC	SBI	BOB
Reliability	1.35	0.28	1.13	0.64
Tangibility	0.46	0.4	0.85	0.42
Responsiveness	1.45	1.03	1.2	1.01
Assurance	1.74	0.9	0.52	0.61
Empathy	0.68	0.78	1.32	0.67

Bank	Unweighted average Gap score
ICICI	1.14
HDFC	0.68
SBI	1
BOB	0.67

BOB is having minimum unweight average servqual score amongst all the four banks.

Reliability
Bank	weighted score
ICICI	1.11
HDFC	1.5
SBI	1.23
BOB	1.27

Reliability
Weighted score	Bank
Maximum	HDFC
Minimum	ICICI

Tangibility
Bank	weighted score
ICICI	1.93
HDFC	1.98
SBI	0.92
BOB	1.65

Tangibility
Weighted score	Bank
Maximum	HDFC
Minimum	SBI

Responsiveness
Bank	weighted score
ICICI	0.62
HDFC	0.93
SBI	0.39
BOB	1.01

Responsiveness
Weighted score	Bank
Maximum	BOB
Minimum	SBI

Assurance__Bank__weighted_score'>Assurance
Bank	weighted score
ICICI	0.94
HDFC	0.88
SBI	2.92
BOB	1.92

Assurance
Weighted score	Bank
Maximum	SBI
Minimum	HDFC

Empathy__Bank__weighted_score'>Empathy
Bank	weighted score
ICICI	1.37
HDFC	1.11
SBI	0.7
BOB	0.52

Empathy
Weighted score	Bank
Maximum	ICICI
Minimum	BOB

Comparision of weighted score
Dimension	Bank
Dimension	ICICI	HDFC	SBI	BOB
Reliability	1.11	1.50	1.23	1.27
Tangibility	1.93	1.98	0.92	1.65
Responsiveness	0.62	0.93	0.39	1.01
Assurance	0.94	0.88	2.92	1.92
Empathy	1.37	1.11	0.70	0.52

Bank	Avg weighted score
ICICI	1.19
HDFC	1.28
SBI	1.23
BOB	1.27

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