Group12 CSI Assignment

7/23/2019 Group12 CSI Assignment

1/109

CASE ANALYSIS BY

Akash Vashishth FT161009

Amal Goswami FT161012

Ankush Ballal FT161019

Utkarsh Sethi FT161099

Vineet Khandelw FT161105


2/109

Bank Relationship Overall experience Service Perception - Last

Axis 1 - 4 years 7 Improved a little

Axis Bank 1 - 4 years !ot really "han#ed

Axis Bank 1 - 4 years $ Improved a little

Axis Bank 1 - 4 years 7 !ot really "han#ed

Axis %ank 1 - 4 years & Improved a little



axis %ank 1 - 4 years ' Improved a little

Axis Bank 1 - 4 years 7 Improved a little



A(IS Bank 1 - 4 years !ot really "han#ed

A(IS Bank 1 - 4 years Improved a little


A(IS Bank 1 - 4 years $ Improved a little

Axis Bank 1 - 4 years Improved a little


Bank O) Baroda 1 - 4 years 7 !ot really "han#ed

Bank o) Baroda 1 - 4 years Improved a lot



Bank o) India 1* - 14 years Improved a little

"anara Bank & - $ years 7 Improved a little

"I+I BA!, 1 - 4 years Improved a little

"iti Bank 1 - 4 years !ot really "han#ed

"I+I Bank 1 - 4 years !ot really "han#ed"I+I BA!, 1 - 4 years 7 Improved a little

"iti Bank 1 - 4 years 7 !ot really "han#ed

"iti Bank 1 - 4 years $ Improved a little

"iti Bank 1 - 4 years Improved a little

"iti Bank & - $ years 7 Improved a little

"iti Bank & - $ years Improved a little

"I+I Bank & - $ years $ Improved a little

"iti%ank 1 - 4 years Improved a little

"iti%ank 1 - 4 years !ot really "han#ed



citi%ank 1 - 4 years Improved a little"iti%ank 1 - 4 years $ !ot really "han#ed

"iti%ank 1 - 4 years Improved a lot

"itiBank 1 - 4 years ' !ot really "han#ed

"iti%ank 1 - 4 years $ Become a little orse

"iti%ank 1 - 4 years Improved a little

"itiBank !.A & - $ years 1* Improved a lot

/d)c 1 - 4 years $ !ot really "han#ed

/0" 1 - 4 years Improved a little

/0" 1 - 4 years $ Improved a lot


3/109

/0" & - $ years ' !ot really "han#ed

/0" 1 - 4 years $ !ot really "han#ed

/0" 1 - 4 years $ Improved a little

/0" & - $ years 4 Improved a little

/0" 1 - 4 years 7 Improved a little

/0" & - $ years 7 !ot really "han#ed

/0" 1 - 4 years 4 !ot really "han#ed

/0" & - $ years 7 Improved a little/0" 1 - 4 years !ot really "han#ed

/0" 1 - 4 years Improved a lot

/0" 1 - 4 years !ot really "han#ed



/d)c & - $ years Improved a little


/0" & - $ years !ot really "han#ed



/0" 1 - 4 years Improved a lot

/0" 1 - 4 years Improved a little/0" 1 - 4 years 7 !ot really "han#ed

/0" 1 - 4 years $ Improved a little

/0" & - $ years 7 Improved a little

/0" & - $ years $ !ot really "han#ed

/0" & - $ years !ot really "han#ed





/0" & - $ years ' Improved a little

/0" & - $ years $ !ot really "han#ed

/0" Bank 1 - 4 years Improved a lot/0" Bank 1 - 4 years $ Improved a little

/d)c %ank 1 - 4 years 7 Improved a little

/0" Bank 1 - 4 years 7 Improved a little

/0" Bank 1 - 4 years 7 !ot really "han#ed

/0" Bank 1 - 4 years $ Improved a little



/0" Bank 1 - 4 years Improved a little

/0" %ank 1 - 4 years 7 !ot really "han#ed

/0" Bank 1 - 4 years 7 !ot really "han#ed

/0" Bank & - $ years !ot really "han#ed

/0" Bank 1 - 4 years 7 Improved a little/0" Bank 1 - 4 years $ Improved a little

/0" Bank 1 - 4 years !ot really "han#ed

/0" Bank 1 - 4 years ' Improved a little

/0" Bank & - $ years Improved a little


/0" Banks 1 - 4 years !ot really "han#ed

I"I"I & - $ years Improved a little

I"I"I 1 - 4 years 7 Improved a little

I"I"I 1 - 4 years Improved a little


4/109

I"I"I 1 - 4 years $ Improved a little

I"I"I 1 - 4 years 7 !ot really "han#ed

I"I"I 1 - 4 years Improved a lot

I"I"I 1 - 4 years 1* Improved a lot


I"I"I & - $ years 7 !ot really "han#ed

I"I"I 1 - 4 years !ot really "han#ed

I"I"I 1 - 4 years $ Improved a littleIcici 1 - 4 years Improved a little

I"I"I & - $ years $ !ot really "han#ed

I"I"I & - $ years Improved a little

Icici 1 - 4 years $ !ot really "han#ed

I"I"I 1 - 4 years $ !ot really "han#ed


I"I"I 1 - 4 years & Improved a lot

I"I"I 1 - 4 years 4 !ot really "han#ed

I"I"I 1 - 4 years Improved a lot



I"I"I 1 - 4 years Improved a littleI"I"I 1 - 4 years Improved a little

Icici & - $ years Improved a little


I"I"I & - $ years ' Improved a little





I"I"I & - $ years !ot really "han#ed

Icici 1 - 4 years Improved a little

I"I"I Bank 1 - 4 years ' Improved a little

Icici %ank 1 - 4 years !ot really "han#edI"I"I Bank 1 - 4 years 7 !ot really "han#ed

I"I"I Bank 1 - 4 years Improved a little

I"I"I Bank 1 - 4 years $ Improved a little


I"I"I %ank 1 - 4 years !ot really "han#ed

I"I"I BA!, 1 - 4 years Improved a little

Icici %ank 1 - 4 years Improved a little


I"I"I Bank 1 - 4 years 7 Improved a little

I"I"I Bank 1 - 4 years 1* Improved a lot

I"I"I %ank 1 - 4 years !ot really "han#ed

I"I"I BA!, 1 - 4 years !ot really "han#edI"I"I Bank 1 - 4 years $ Improved a little



I"I"I Bank 1 - 4 years Improved a lot


I"I"I BA!, 1 - 4 years 1* Improved a little

I"I"I Bank & - $ years $ Improved a little

I"I"I BA!, & - $ years Improved a little

I"I"I Bank 1 - 4 years $ Improved a lot


5/109

I"I"I Bank 1* - 14 years $ Improved a lot


I"I"I Bank 1 - 4 years $ !ot really "han#ed


I"I"I Bank & - $ years 7 Improved a little


Icici %ank 1 - 4 years !ot really "han#ed

Icici %ank & - $ years $ Improved a littleI"I"I Bank 1 - 4 years $ Improved a little






I"I"I BA!, L+0. 1 - 4 years Improved a little

I"I"I Bank. & - $ years $ Improved a little

id%i & - $ years !ot really "han#ed

I0BI 1 - 4 years Improved a little

I0BI Bank & - $ years Improved a lot

I0BI Bank 1 - 4 years Improved a littleI0BI Bank 1 - 4 years & Improved a little

I0BI3 BOB 1 - 4 years Improved a little

indian %ank 1& years and a%ove 1* Improved a lot

Indian Bank 1& years and a%ove 7 Improved a little

Indian Overseas Bank Less than one year ' Improved a little

IOB Bank & - $ years ' !ot really "han#ed

,otak Bank 1 - 4 years 7 Improved a lot

,otak ahindra 1 - 4 years Become a little orse

,otak ahindra & - $ years Improved a little

,otak ahindra Bank 1 - 4 years 1* Improved a little

,otak ahindra Bank 1 - 4 years Improved a lot

Oriental Bank o) "ommerc & - $ years 7 Become a little orseOriental Bank o) "ommerc 1& years and a%ove Improved a lot

P!B Bank & - $ years 7 Improved a little

P5n6a% national Bank & - $ years 7 !ot really "han#ed

SBI 1& years and a%ove ' Improved a little

SBI & - $ years ' !ot really "han#ed

SBI & - $ years 7 Improved a little

SBI & - $ years Improved a lot

SBI3/0" and A(IS %ank 1 - 4 years Improved a little

Standard "hartered 1 - 4 years Improved a little

Standard chartered Bank 1 - 4 years !ot really "han#ed

S+A!0AR0 "/AR+R0 1 - 4 years 1* Improved a little

State Bank o) India & - $ years 7 Improved a littleState Bank o) India & - $ years 7 Improved a lot

State Bank O) India & - $ years Improved a little

state %ank o) india & - $ years 7 Improved a little

State Bank o) india 1 - 4 years 4 Improved a little

State %ank o) India & - $ years $ Improved a lot

S+A+ BA!, O I!0IA 1 - 4 years 7 Improved a lot

Syndicate Bank 1 - 4 years 7 Improved a little


6/109

"onvenience - Parkin# "onvenience - Bankin# "onvenience - /o5rs Sta)) - Availa%ility

2 2 8 4

2 4 4 2

2 & 4 4

2 2 4 4

8 4 2 8

2 4 4 2

2 4 4 4

2 8 2 4

2 4 4 4

& & 2 &

1 4 2 4

4 4 4 &

4 2 4 4

4 4 2 2

4 4 4 4

4 4 4 4

2 & & &

2 2 2 2

4 4 4 4

4 4 4 4

4 4 4 4

& 4 4 4

8 & 4 4

2 4 4 8

2 4 4 2

2 4 2 44 2 2 2

2 4 4 4

4 & & &

4 & 4 2

8 2 & 4

8 & & 4

2 & 4 4

2 4 2 8

8 4 2 4

2 4 4 4

2 & 2 &

1 4 4 &4 4 4 4

8 & & 2

2 4 4 4

& & 4 8

2 & 2 4

2 & & 4

8 4 4 4

2 & 4 4

2 & & &


7/109

1 2 2 1

2 4 4 4

4 4 4 4

1 4 8 2

2 2 2 2

8 4 8 2

2 8 1 4

4 4 4 42 4 4 2

2 4 4 &

4 & & 4

2 4 4 4

2 4 2 4

2 4 4 4

4 4 4 4

2 4 4 &

2 4 4 2

8 4 2 &

2 & 2 4

2 4 4 42 4 4 4

2 & 4 &

4 4 2 &

4 & & 4

2 4 4 4

2 4 2 4

2 4 2 4

2 4 2 4

8 4 4 2

2 4 4 4

2 4 4 4

2 & 4 42 & & &

4 4 4 4

2 2 2 2

2 4 2 4

4 4 4 &

2 4 4 4

2 4 2 2

2 & 2 4

2 2 2 2

8 2 2 8

1 2 2 4

2 4 4 22 & & &

4 4 4 4

2 4 4 4

4 4 4 4

2 & & 4

4 4 2 4

2 4 & &

4 & 2 &

2 2 2 4


8/109

4 4 2 4

4 2 2 8

2 4 2 8

& & & &

4 & 4 &

4 2 4 4

2 4 2 2

2 & 4 &2 2 2 4

4 & 4 4

2 4 4 2

2 4 4 4

2 4 4 4

2 2 8 2

2 8 4 8

2 4 4 &

4 & & 4

8 4 2 2

8 4 4 4

& & & 41 4 4 4

8 2 & &

4 4 4 4

8 2 & 4

4 & 2 4

2 4 4 4

8 4 4 4

1 & & &

2 2 2 2

4 4 4 &

8 4 4 8

4 4 4 42 4 4 4

4 & & 4

1 & & &

4 & 4 &

8 4 2 2

4 4 2 &

2 4 4 4

4 & & &

& & & 4

4 & & &

2 4 4 &

4 4 4 44 4 4 4

2 & & &

4 4 4 4

2 4 4 2

4 4 & &

2 & & &

2 4 4 &

2 4 4 4

4 4 4 4


9/109

4 4 & &

4 4 4 4

2 & & &

& 4 4 4

4 2 2 2

8 4 4 4

8 4 4 2

8 & & && 4 4 4

2 4 4 4

8 & 8 8

4 4 4 4

4 4 4 4

2 4 2 4

4 4 2 4

4 4 4 &

4 4 4 4

8 8 2 4

2 4 2 4

1 2 2 42 4 4 8

8 2 2 4

& & & &

8 4 4 4

4 8 4 4

8 2 8 2

2 1 8 8

2 & 4 &

2 4 4 &

4 & & &

2 & & 4

1 2 4 84 4 4 &

4 4 4 2

8 2 4 4

2 2 4 2

2 4 2 4

2 4 2 2

4 4 2 4

4 2 2 2

2 4 4 2

2 & 4 2

8 & & &

2 2 4 48 2 4 8

4 4 4 &

8 4 4 4

2 8 2 8

4 2 4 4

4 4 2 2

4 4 4 4


10/109

Sta)) - Peak ho5r avl Sta)) - Responsiveness Sta)) - "o5rteo5sness Reco#nition

2 2 2 2

2 4 4 1

2 4 4 2

2 8 4 2

1 4 4 1

2 2 4 8

4 2 2 8

4 4 2 1

2 4 4 2

2 & & 8

2 2 4 1

2 4 & 8

2 4 4 8

2 2 4 2

2 2 4 4

4 2 2 2

& 4 & 2

8 8 4 4

4 4 4 2

4 4 4 2

4 4 4 2

2 2 4 4

4 4 4 4

4 4 2 8

2 4 4 2

2 4 4 22 2 2 2

2 8 4 2

4 & & &

2 & & 2

8 2 4 2

8 4 & 8

2 2 2 8

2 4 8 1

2 4 4 4

4 4 & 2

8 & 4 8

2 4 4 24 & & 8

4 4 4 4

8 2 4 8

2 & 2 1

8 & & 4

4 4 & 8

1 4 4 1

2 4 & 1

4 2 4 1


11/109

1 1 2 4

4 4 & 8

4 4 4 4

& 1 1 1

2 2 2 1

8 4 4 8

8 2 2 1

2 8 4 28 8 4 8

& 4 4 8

& & 4 &

2 4 4 8

2 2 4 8

4 4 & 2

4 4 4 1

4 4 4 2

2 & 4 8

4 & & &

2 4 & 2

2 4 4 48 2 4 4

& & & 4

4 2 4 2

4 4 & 2

4 4 4 1

2 2 4 4

2 2 4 4

2 4 2 8

2 2 4 4

8 8 4 2

4 4 4 2

2 2 4 82 4 4 8

2 2 4 8

8 4 4 8

2 4 4 1

& & & 2

2 4 4 2

2 4 4 1

4 4 4 2

2 4 4 8

1 1 4 4

8 2 4 8

4 4 4 84 & & 2

8 2 4 2

2 4 4 2

2 4 4 2

2 4 4 2

4 4 & 8

4 2 4 2

4 4 & 8

4 2 4 2


12/109

4 4 & 8

8 4 8 8

2 2 2 2

& & & 4

8 2 4 2

2 8 2 8

2 4 4 1

4 4 & &2 8 4 4

4 4 4 4

2 4 4 2

2 4 4 8

2 2 4 1

4 8 8 8

1 2 & 1

2 4 8 2

4 4 4 4

4 4 4 4

4 4 4 8

2 & & &2 4 4 2

2 4 & 8

4 4 4 2

2 8 8 4

2 4 4 2

4 4 4 2

8 & & 2

1 2 4 &

2 2 2 2

4 4 4 8

4 1 4 4

4 2 4 4& 4 4 8

2 & & 2

1 2 4 &

4 & 4 2

2 2 4 4

4 2 4 2

2 & & 2

4 & & 2

2 4 4 1

& & & &

4 2 & 2

4 4 4 44 4 4 4

& & & 8

4 4 4 8

2 2 4 2

2 4 & &

& 4 & 1

4 4 & &

4 4 4 4

4 4 4 4


13/109

2 2 & &

4 4 & 1

2 2 & 8

2 4 & 8

4 2 2 2

2 4 4 2

2 4 4 8

2 4 4 14 2 & &

4 4 4 8

8 8 4 4

2 2 4 2

4 2 4 4

4 4 4 4

4 2 4 4

2 4 & 8

2 2 2 2

1 & & 1

8 4 4 2

2 2 & 28 2 2 2

2 2 4 2

& & & &

2 4 4 4

4 2 4 8

8 8 2 2

2 8 8 2

4 8 4 4

2 4 & 4

8 & & &

2 4 4 4

8 8 8 12 4 4 &

8 2 & 8

2 4 4 2

8 2 2 1

2 2 2 2

8 2 2 8

4 4 & &

8 2 4 4

8 2 4 4

4 4 & &

& & & 2

8 & 4 28 8 4 8

4 4 & &

8 8 4 8

8 8 8 1

4 4 4 8

2 8 8 8

4 8 & &


14/109

Responsiveness - Br #r +an#i%les - Layo5t +an#i%les - Prodt Lit Relia%ility - ))iciency

2 4 4 4

2 2 2 4

2 4 4 &

2 4 4 4

1 1 1 1

8 2 2 4

2 2 2 2

2 2 2 4

4 4 2 4

4 4 4 &

& 4 4 &

2 8 4 4

4 4 4 2

2 8 4 4

4 4 4 4

4 4 4 4

2 & & &

2 2 2 2

4 4 2 4

4 4 2 4

4 4 2 4

4 4 4 4

2 2 4 2

8 2 2 4

2 2 4 4

2 4 2 24 4 4 4

4 4 4 4

& & & 4

& 4 & &

2 1 2 2

4 & & &

2 2 4 4

8 2 2 4

8 4 4 4

2 & 4 &

8 & & 4

4 4 4 4& & & &

1 4 4 4

8 & 2 4

2 1 2 &

4 & & &

2 4 4 &

& & 4 2

4 & & &

2 8 4 4


15/109

1 1 1 2

4 4 4 4

4 4 4 4

4 4 8 2

2 4 4 4

2 2 2 4

2 2 2 8

2 4 4 44 & 4 4

4 4 4 4

& & & &

4 4 2 4

8 2 4 2

& 2 2 4

2 4 2 4

& & 4 4

4 4 2 4

4 2 2 &

4 4 4 &

4 2 4 &4 2 4 4

& 4 & &

4 2 2 4

4 4 & 4

4 4 4 4

2 4 4 4

2 4 4 4

8 2 8 4

2 4 8 4

4 4 4 4

4 4 4 2

2 4 2 44 2 4 4

4 4 4 4

2 8 8 4

2 2 4 4

4 & & 4

2 4 4 4

2 2 2 4

4 & 4 4

2 2 2 2

2 1 & 4

2 4 4 4

8 8 8 82 4 4 &

4 4 4 4

2 4 4 4

2 4 4 4

2 & & &

4 4 4 &

2 2 4 &

2 4 4 &

2 4 4 4


16/109

4 4 4 4

2 4 2 8

2 2 2 2

4 & & &

4 4 4 &

4 4 4 4

2 8 4 4

4 4 4 &8 2 2 4

4 & & &

4 8 4 4

2 4 4 4

2 4 2 4

8 8 8 8

2 2 8 8

2 2 2 2

4 2 4 &

4 4 4 4

2 2 4 4

& & & 44 4 4 4

2 4 4 4

4 4 4 4

8 1 2 8

4 2 2 4

2 4 2 2

& 2 4 4

2 4 & &

2 2 2 2

4 2 & &

2 2 4 4

4 4 4 42 8 4 4

& 4 & &

2 4 4 4

4 & & 4

2 2 2 4

2 & 4 &

4 8 8 4

2 4 & &

2 4 4 4

& & & &

4 4 4 4

4 4 4 44 4 4 2

2 2 4 &

4 4 4 4

4 & & 4

4 4 4 4

& & & &

& 4 4 4

4 4 & 4

4 4 4 2


17/109

4 4 2 4

1 4 4 4

4 & & &

2 4 2 4

2 4 4 4

2 4 2 4

2 4 4 4

2 4 4 && & 4 2

2 4 8 4

4 8 4 4

2 4 4 4

4 4 4 4

2 4 4 4

4 4 4 4

4 4 4 4

4 4 4 4

2 8 2 4

4 2 & &

2 2 2 42 8 2 4

2 4 4 4

& & & &

4 2 4 4

4 4 4 4

2 2 2 2

8 1 8 8

4 & 4 4

2 4 2 4

& & & &

& 4 & &

4 8 2 8& & 4 4

4 4 & &

4 2 4 4

2 8 8 2

2 2 2 4

4 2 8 2

4 & 4 &

4 4 4 4

4 4 4 4

& & 4 &

& & & &

2 8 4 4& 4 2 &

4 4 4 &

2 2 4 4

2 2 2 2

4 2 2 4

2 2 8 8

& 8 4 4


18/109

Relia%ility - !o mistakes Prod5ct - ""90" Loyalty - Pro#ram Loyalty - Redemption

2 4 2 2

4 & 2 2

4 4 4 2

4 4 4 4

2 8 4 1

8 4 4 4

2 2 8 2

4 1 8 4

2 4 4 2

& & 8 2

4 4 2 4

4 4 8 2

2 4 4 8

4 4 2 4

2 4 4 2

2 4 2 2

& 2 2 2

2 2 2 2

4 4 4 4

4 4 4 4

4 4 4 4

4 4 2 2

4 4 8 8

2 4 4 2

2 4 2 4

2 4 4 24 2 4 8

4 4 2 8

4 & & 4

4 & & &

8 4 4 2

& & & 4

4 & 4 &

4 & & &

4 4 2 2

& & & &

& 4 & 4

4 4 4 4& & 8 2

4 2 2 2

2 4 2 2

2 & & 2

& & & &

& & 2 2

8 & 4 &

& & 2 2

2 4 4 8


19/109

8 1 2 8

4 4 4 4

4 4 4 &

1 1 1 4

4 2 1 1

4 4 4 2

2 1 1 1

2 4 2 24 4 2 2

4 4 4 4

& 2 & &

4 8 2 2

2 2 2 2

4 4 4 2

4 2 1 1

& 4 2 2

& 2 4 4

4 4 4 4

4 & & &

4 & 4 44 4 4 2

& & & &

4 4 4 &

& & 4 4

4 4 4 4

2 2 2 2

2 2 2 2

4 & 2 2

4 4 4 8

8 2 2 8

4 4 2 8

2 4 8 &4 4 4 4

4 4 4 &

& 4 4 8

8 2 2 8

4 & 4 2

4 4 4 4

4 & 4 8

2 4 4 4

8 2 2 2

4 2 8 8

4 2 8 8

8 4 2 2& 4 & &

4 4 4 2

4 2 2 2

8 4 4 4

4 & & &

4 2 2 4

4 2 4 2

4 4 2 2

4 4 2 2


20/109

4 4 4 4

2 4 4 8

2 2 4 2

& & 4 &

& 4 8 4

4 2 2 8

4 4 2 2

4 4 2 22 8 2 2

4 & & &

4 4 4 &

2 4 2 2

4 4 4 4

2 8 8 8

8 2 2 8

2 2 2 2

2 4 4 4

4 4 2 4

4 2 2 4

4 2 2 22 4 & &

4 4 2 8

4 4 4 4

1 2 8 4

4 4 4 4

2 2 2 2

4 4 4 4

& 2 2 2

2 2 2 2

4 4 4 4

2 4 4 4

4 4 4 4& 2 8 1

4 & & 4

& & 2 2

4 4 2 4

2 8 8 4

2 2 8 2

2 4 2 2

4 4 4 &

4 & & 4

& & & &

4 2 2 2

4 8 2 24 4 4 4

4 4 4 4

4 4 4 4

& & 2 2

& 2 2 8

& & 2 &

2 & & &

4 4 4 4

2 2 2 4


21/109

4 4 2 2

8 4 1 8

2 & & &

2 2 4 &

4 2 2 2

4 4 8 8

4 4 4 2

& & & 44 4 & &

4 4 4 8

4 2 4 4

4 4 4 4

4 4 4 4

4 4 4 2

2 4 4 4

& & 4 4

4 4 4 4

& 2 2 2

& 1 1 8

& & 8 84 4 8 8

4 2 2 2

& & & &

4 4 8 8

4 4 2 2

2 2 2 8

2 8 2 2

2 4 2 2

4 & 4 2

& 2 8 8

4 & & &

2 8 2 82 4 4 2

& & & 2

4 4 4 4

4 8 8 8

2 2 2 2

4 2 2 2

& 4 4 2

4 4 4 2

2 2 2 2

& & & &

& & & &

4 2 2 2& 4 4 8

& & 4 4

2 2 2 2

2 4 4 2

8 4 4 4

4 2 4 8

4 8 8 8


22/109

:e%site - Accessi%ility :e%site - !avi#ation ase:e%site - ))ectiveness o%ile Bankin# - Accessa%

2 2 2 2

4 4 4 4

& & & &

4 4 4 4

& & 4 &

4 4 4 &

2 2 2 2

1 1 8 4

4 4 4 4

& & & &

4 2 4 &

& & & 4

4 & & &

4 4 4 &

4 & 4 4

4 & 4 4

& & & &

2 8 2 2

& & 4 4

& & 4 4

& & 4 4

4 2 4 4

2 2 4 4

4 4 4 4

4 4 4 &

& & & &2 2 2 2

2 4 4 4

& & & &

& & & &

& 4 4 2

4 4 & 2

& & & 4

& & & &

8 8 4 4

& & & &

4 & 4 &

4 4 4 8& & & 8

4 4 4 4

& 4 4 4

& 4 & &

& & & &

& & 4 2

& 4 & &

& & & &

& & & &


23/109

2 2 4 4

& & & &

& & & &

& 4 & &

2 2 4 4

& & & &

4 2 4 4

& & & 24 4 4 4

4 4 4 4

& & & &

4 4 4 4

4 4 2 2

4 4 4 4

4 4 4 4

4 4 4 &

& & & 4

4 2 4 4

& 4 & &

& & & && & & 4

& & & &

& 4 4 4

4 & & 4

4 4 4 4

4 4 & 4

4 4 & 4

4 4 & 4

4 4 2 4

4 4 4 4

& 2 2 2

4 & 4 44 4 4 4

& & & &

& & & &

4 4 4 2

& & & &

4 4 4 4

& 4 & &

4 & 4 4

2 2 2 4

4 2 2 4

4 4 4 2

2 2 2 2& & & &

4 4 4 4

4 4 4 4

4 4 4 2

& & & &

& & 4 4

& & 4 &

& 4 4 &

4 4 4 4


24/109

4 4 4 4

8 2 4 4

4 4 & 4

& & & &

4 4 2 2

4 2 8 2

4 2 2 &

& 4 4 42 4 4 4

& & & 4

& 4 4 2

& & & 2

& 4 & &

8 8 8 8

& & 2 2

2 2 2 2

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& 4 4 2

4 4 4 2

& & & && & 4 2

2 2 2 2

4 4 4 4

& & 2 8

& & & &

2 2 2 2

& & & &

& & & &

2 2 2 2

8 8 2 4

& & & 1

4 4 4 44 2 4 2

& & 4 &

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& & & 4

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& & & &

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& & & &

4 4 4 4

4 4 4 44 4 4 &

& & & &

4 8 4 4

4 4 4 &

4 2 4 &

& & & &

& & 4 4

& 4 & &

2 4 & &


25/109

& & 4 4

4 4 4 4

& & & &

& 4 & &

4 2 4 2

& & & &

4 4 4 4

4 2 2 && & & 2

4 4 4 4

4 4 4 4

4 4 4 4

4 4 2 8

4 2 4 2

& 4 4 4

4 & & 2

4 4 4 2

8 4 8 8

& 4 & 8

4 4 1 44 4 & 8

4 4 4 2

& & & &

4 & & 8

2 8 8 4

2 2 2 8

1 1 8 1

& & & 2

& & & &

& & & &

& & 4 4

8 8 8 44 4 4 4

4 4 & &

2 4 4 2

2 4 2 4

4 4 4 2

4 2 2 2

& & & &

2 4 4 4

4 4 4 4

& & & &

& & & &

& 4 4 42 4 2 &

4 4 4 2

4 4 4 4

2 2 2 2

4 4 4 4

4 4 2 &

4 4 4 4


26/109

o%ile Bankin# - ase o%ile Bankin# - Relia%ilityxp - Branch Location xp - "o5rteo5sness

2 2 Important Important

2 4 Important Somehat important

& & !ot at all important Somehat important

4 4 Somehat important Somehat important

& 2 Important Important

& 4 Somehat important Important

8 & ;ery important ;ery important



& & !ot very important Important

4 4 ;ery important ;ery important

4 4 Important ;ery important

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& & Somehat important Somehat important

& & !ot very important !ot very important2 2 ;ery important Important

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& 4 !ot very important !ot very important

8 8 ;ery important ;ery important8 8 Somehat important Important



& 2 ;ery important Important

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27/109




& 2 ;ery important ;ery important


& & Somehat important Somehat important


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& 4 Somehat important ;ery important




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28/109




& & !ot very important ;ery important




4 4 !ot very important ;ery important4 4 Important ;ery important











& & ;ery important ;ery important2 2 ;ery important Important



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4 & ;ery important Important

& & !ot very important Somehat important

& & ;ery important ;ery important


4 4 ;ery important Important& & ;ery important Important






& & Somehat important ;ery important




29/109



& & Somehat important ;ery important





& & Important ;ery important& & Important ;ery important











2 4 Important ;ery important2 2 Somehat important Important






1 8 Somehat important ;ery important



4 4 !ot at all important ;ery important

& 4 Important ;ery important

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8 8 !ot very important !ot very important

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& & Somehat important Important





2 4 Important ;ery important2 4 ;ery important ;ery important




2 4 ;ery important Somehat important


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30/109

xp - ase o) doin# %5s xp - +imely Service xp - Loyalty Pro# xp - Internet Bankin#

;ery important Important Important Important

;ery important Important !ot very important ;ery important

;ery important ;ery important Important ;ery important

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;ery important ;ery important Somehat important Important


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31/109








;ery important ;ery important Somehat important ImportantImportant Important Important ;ery important




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;ery important ;ery important ;ery important ;ery important;ery important ;ery important ;ery important ;ery important











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32/109






Important Important Somehat important Somehat important

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33/109






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Important ;ery important Important ;ery important;ery important ;ery important Somehat important ;ery important

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;ery important Important Somehat important ;ery important


34/109

xp - o%ile Bankin# xp - /ome Bankin#

Important Important

;ery important Important

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35/109





Important Important



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36/109








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37/109






Important Important

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Somehat important ;ery important


;ery important ;ery important;ery important Somehat important

Important Important




Important Important



38/109

Bank Relations Overall exService Perception - Last 12 months





Axis Bank 1 - 4 years & Improved a little


Axis Bank 1 - 4 years 7 !ot really "han#edAxis Bank 1 - 4 years ' Improved a little










"I+I Bank 1 - 4 years Improved a little

"I+I Bank 1 - 4 years !ot really "han#ed"I+I Bank 1 - 4 years !ot really "han#ed

"I+I Bank 1 - 4 years 7 Improved a little

"I+I Bank 1 - 4 years 7 !ot really "han#ed

"I+I Bank 1 - 4 years $ Improved a little


"I+I Bank & - $ years 7 Improved a little

"I+I Bank & - $ years Improved a little

"I+I Bank & - $ years $ Improved a little


"I+I Bank 1 - 4 years !ot really "han#ed

"I+I Bank 1 - 4 years !ot really "han#ed

"I+I Bank 1 - 4 years !ot really "han#ed"I+I Bank 1 - 4 years Improved a little

"I+I Bank 1 - 4 years $ !ot really "han#ed

"I+I Bank 1 - 4 years Improved a lot

"I+I Bank 1 - 4 years ' !ot really "han#ed

"I+I Bank 1 - 4 years $ Become a little orse


"I+I Bank & - $ years 1* Improved a lot

/0" Bank1 - 4 years $ !ot really "han#ed


/0" Bank 1 - 4 years $ Improved a lot

/0" Bank& - $ years ' !ot really "han#ed

/0" Bank1 - 4 years $ !ot really "han#ed/0" Bank 1 - 4 years $ Improved a little

/0" Bank & - $ years 4 Improved a little


/0" Bank& - $ years 7 !ot really "han#ed

/0" Bank1 - 4 years 4 !ot really "han#ed


/0" Bank1 - 4 years !ot really "han#ed

/0" Bank 1 - 4 years Improved a lot



39/109





/0" Bank& - $ years !ot really "han#ed



/0" Bank 1 - 4 years Improved a lot/0" Bank 1 - 4 years Improved a little




/0" Bank& - $ years $ !ot really "han#ed

/0" Bank& - $ years !ot really "han#ed





/0" Bank & - $ years ' Improved a little

/0" Bank& - $ years $ !ot really "han#ed/0" Bank 1 - 4 years Improved a lot











/0" Bank& - $ years !ot really "han#ed/0" Bank 1 - 4 years 7 Improved a little



/0" Bank 1 - 4 years ' Improved a little




I"I"I Bank & - $ years Improved a little




I"I"I Bank 1 - 4 years 7 !ot really "han#edI"I"I Bank 1 - 4 years Improved a lot



I"I"I Bank & - $ years 7 !ot really "han#ed

I"I"I Bank 1 - 4 years !ot really "han#ed



I"I"I Bank & - $ years $ !ot really "han#ed



40/109




I"I"I Bank 1 - 4 years & Improved a lot

I"I"I Bank 1 - 4 years 4 !ot really "han#ed



I"I"I Bank 1 - 4 years Improved a littleI"I"I Bank 1 - 4 years Improved a little




I"I"I Bank & - $ years ' Improved a little





I"I"I Bank & - $ years !ot really "han#ed


I"I"I Bank 1 - 4 years ' Improved a littleI"I"I Bank 1 - 4 years !ot really "han#ed

I"I"I Bank 1 - 4 years 7 !ot really "han#ed










I"I"I Bank 1 - 4 years !ot really "han#edI"I"I Bank 1 - 4 years !ot really "han#ed






I"I"I Bank 1 - 4 years 1* I mproved a little



I"I"I Bank 1 - 4 years $ Improved a lot

I"I"I Bank 1* - 14 ye $ Improved a lot

I"I"I Bank 1 - 4 years $ Improved a littleI"I"I Bank 1 - 4 years $ !ot really "han#ed


I"I"I Bank & - $ years 7 Improved a little








41/109






,otak ahi 1 - 4 years 7 Improved a lot

,otak ahi 1 - 4 years Become a little orse

,otak ahi & - $ years Improved a little,otak ahi 1 - 4 years 1* Improved a little

,otak ahi 1 - 4 years Improved a lot

Standard " 1 - 4 years Improved a little

Standard " 1 - 4 years !ot really "han#ed

Standard " 1 - 4 years 1* Improved a little


42/109

Promoter/Detrator Convenie Convenie Convenie Staff - AvaStaff - PeaStaff - Re

!e5tral 2 2 8 4 2 2

!e5tral 2 4 4 2 2 4

Promoter 2 & 4 4 2 4

!e5tral 2 2 4 4 2 8

0etratcor 8 4 2 8 1 4

!e5tral 2 4 4 2 2 2

!e5tral 2 4 4 4 4 20etratcor 2 8 2 4 4 4

!e5tral 2 4 4 4 2 4

Promoter & & 2 & 2 &

!e5tral 1 4 2 4 2 2

!e5tral 4 4 4 & 2 4

!e5tral 4 2 4 4 2 4

!e5tral 4 4 2 2 2 2

Promoter 4 4 4 4 2 2

!e5tral 4 4 4 4 4 2

Promoter 2 & & & & 4

!e5tral 2 4 4 8 4 4

!e5tral 2 4 4 2 2 4!e5tral 2 4 2 4 2 4

!e5tral 4 2 2 2 2 2

!e5tral 2 4 4 4 2 8

Promoter 4 & & & 4 &

!e5tral 4 & 4 2 2 &

!e5tral 8 2 & 4 8 2

!e5tral 8 & & 4 8 4


!e5tral 2 4 2 8 2 4

!e5tral 8 4 2 4 2 4

!e5tral 2 4 4 4 4 4

!e5tral 2 & 2 & 8 &!e5tral 1 4 4 & 2 4

Promoter 4 4 4 4 4 &

!e5tral 8 & & 2 4 4

0etratcor 2 4 4 4 8 2

Promoter & & 4 8 2 &

!e5tral 2 & 2 4 8 &

Promoter 2 & & 4 4 4


!e5tral 2 & 4 4 2 4

Promoter 2 & & & 4 2

0etratcor 1 2 2 1 1 1

Promoter 2 4 4 4 4 4Promoter 4 4 4 4 4 4

0etratcor 1 4 8 2 & 1

!e5tral 2 2 2 2 2 2

!e5tral 8 4 8 2 8 4

0etratcor 2 8 1 4 8 2

!e5tral 4 4 4 4 2 8

!e5tral 2 4 4 2 8 8

!e5tral 2 4 4 & & 4

!e5tral 4 & & 4 & &


43/109

!e5tral 2 4 4 4 2 4

!e5tral 2 4 2 4 2 2

!e5tral 2 4 4 4 4 4

!e5tral 4 4 4 4 4 4

!e5tral 2 4 4 & 4 4

!e5tral 2 4 4 2 2 &

!e5tral 8 4 2 & 4 &

!e5tral 2 & 2 4 2 4!e5tral 2 4 4 4 2 4

!e5tral 2 4 4 4 8 2

Promoter 2 & 4 & & &

!e5tral 4 4 2 & 4 2


!e5tral 2 4 4 4 4 4

!e5tral 2 4 2 4 2 2

!e5tral 2 4 2 4 2 2

!e5tral 2 4 2 4 2 4

!e5tral 8 4 4 2 2 2

0etratcor 2 4 4 4 8 8

Promoter 2 4 4 4 4 4!e5tral 2 & 4 4 2 2


!e5tral 4 4 4 4 2 2

!e5tral 2 2 2 2 8 4

!e5tral 2 4 2 4 2 4

Promoter 4 4 4 & & &

!e5tral 2 4 4 4 2 4

!e5tral 2 4 2 2 2 4

!e5tral 2 & 2 4 4 4

!e5tral 2 2 2 2 2 4

!e5tral 8 2 2 8 1 1

!e5tral 1 2 2 4 8 2!e5tral 2 4 4 2 4 4


!e5tral 4 4 4 4 8 2

0etratcor 2 4 4 4 2 4

!e5tral 4 4 4 4 2 4


!e5tral 4 4 2 4 4 4

!e5tral 2 4 & & 4 2

!e5tral 4 & 2 & 4 4

!e5tral 2 2 2 4 4 2


!e5tral 4 2 2 8 8 4!e5tral 2 4 2 8 2 2

Promoter & & & & & &

!e5tral 4 & 4 & 8 2

!e5tral 4 2 4 4 2 8

!e5tral 2 4 2 2 2 4

Promoter 2 & 4 & 4 4

!e5tral 2 2 2 4 2 8


!e5tral 2 4 4 2 2 4


44/109



0etratcor 2 2 8 2 4 8

0etratcor 2 8 4 8 1 2

0etratcor 2 4 4 & 2 4

!e5tral 4 & & 4 4 4

!e5tral 8 4 2 2 4 4

!e5tral 8 4 4 4 4 4!e5tral & & & 4 2 &

!e5tral 1 4 4 4 2 4

!e5tral 8 2 & & 2 4

!e5tral 4 4 4 4 4 4

0etratcor 8 2 & 4 2 8

!e5tral 4 & 2 4 2 4


!e5tral 8 4 4 4 8 &


!e5tral 2 2 2 2 2 2

!e5tral 4 4 4 & 4 4

0etratcor 8 4 4 8 4 1!e5tral 4 4 4 4 4 2

!e5tral 2 4 4 4 & 4

!e5tral 4 & & 4 2 &


!e5tral 4 & 4 & 4 &

!e5tral 8 4 2 2 2 2

!e5tral 4 4 2 & 4 2

!e5tral 2 4 4 4 2 &


!e5tral & & & 4 2 4

Promoter 4 & & & & &

!e5tral 2 4 4 & 4 2!e5tral 4 4 4 4 4 4




!e5tral 2 4 4 2 2 2

!e5tral 4 4 & & 2 4

Promoter 2 & & & & 4

Promoter 2 4 4 & 4 4

!e5tral 2 4 4 4 4 4


Promoter 4 4 & & 2 2

Promoter 4 4 4 4 4 4Promoter 2 & & & 2 2

Promoter & 4 4 4 2 4

!e5tral 4 2 2 2 4 2

!e5tral 8 4 4 4 2 4

!e5tral 8 4 4 2 2 4


Promoter & 4 4 4 4 2

!e5tral 2 4 4 4 4 4

0etratcor 8 & 8 8 8 8


45/109

!e5tral 4 4 4 4 2 2

!e5tral 4 4 4 4 4 2

!e5tral 2 4 2 4 4 4

!e5tral 4 4 2 4 4 2

Promoter 4 4 4 & 2 4

!e5tral 2 1 8 8 2 8

!e5tral 2 & 4 & 4 8

!e5tral 2 4 4 & 2 4Promoter 4 & & & 8 &

!e5tral 2 & & 4 2 4

!e5tral 2 4 4 2 8 2

!e5tral 2 & 4 2 4 4



46/109

Staff - Co Reconiti Responsi !ani"les !ani"les Relia"ilit#Relia"ilit#Pro$%ct - Lo#alt# - Lo#alt# -

2 2 2 4 4 4 2 4 2 2

4 1 2 2 2 4 4 & 2 2

4 2 2 4 4 & 4 4 4 2

4 2 2 4 4 4 4 4 4 4

4 1 1 1 1 1 2 8 4 1

4 8 8 2 2 4 8 4 4 4

2 8 2 2 2 2 2 2 8 22 1 2 2 2 4 4 1 8 4

4 2 4 4 2 4 2 4 4 2

& 8 4 4 4 & & & 8 2

4 1 & 4 4 & 4 4 2 4

& 8 2 8 4 4 4 4 8 2

4 8 4 4 4 2 2 4 4 8

4 2 2 8 4 4 4 4 2 4

4 4 4 4 4 4 2 4 4 2

2 2 4 4 4 4 2 4 2 2

& 2 2 & & & & 2 2 2

2 8 8 2 2 4 2 4 4 2

4 2 2 2 4 4 2 4 2 44 2 2 4 2 2 2 4 4 2

2 2 4 4 4 4 4 2 4 8

4 2 4 4 4 4 4 4 2 8

& & & & & 4 4 & & 4

& 2 & 4 & & 4 & & &

4 2 2 1 2 2 8 4 4 2

& 8 4 & & & & & & 4

2 8 2 2 4 4 4 & 4 &

8 1 8 2 2 4 4 & & &

4 4 8 4 4 4 4 4 2 2

& 2 2 & 4 & & & & &

4 8 8 & & 4 & 4 & 44 2 4 4 4 4 4 4 4 4

& 8 & & & & & & 8 2

4 4 1 4 4 4 4 2 2 2

4 8 8 & 2 4 2 4 2 2

2 1 2 1 2 & 2 & & 2

& 4 4 & & & & & & &

& 8 2 4 4 & & & 2 2

4 1 & & 4 2 8 & 4 &

& 1 4 & & & & & 2 2

4 1 2 8 4 4 2 4 4 8

2 4 1 1 1 2 8 1 2 8

& 8 4 4 4 4 4 4 4 44 4 4 4 4 4 4 4 4 &

1 1 4 4 8 2 1 1 1 4

2 1 2 4 4 4 4 2 1 1

4 8 2 2 2 4 4 4 4 2

2 1 2 2 2 8 2 1 1 1

4 2 2 4 4 4 2 4 2 2

4 8 4 & 4 4 4 4 2 2

4 8 4 4 4 4 4 4 4 4

4 & & & & & & 2 & &


47/109

4 8 4 4 2 4 4 8 2 2

4 8 8 2 4 2 2 2 2 2

& 2 & 2 2 4 4 4 4 2

4 1 2 4 2 4 4 2 1 1

4 2 & & 4 4 & 4 2 2

4 8 4 4 2 4 & 2 4 4

& & 4 2 2 & 4 4 4 4

& 2 4 4 4 & 4 & & &4 4 4 2 4 & 4 & 4 4

4 4 4 2 4 4 4 4 4 2

& 4 & 4 & & & & & &

4 2 4 2 2 4 4 4 4 &

& 2 4 4 & 4 & & 4 4

4 1 4 4 4 4 4 4 4 4

4 4 2 4 4 4 2 2 2 2

4 4 2 4 4 4 2 2 2 2

2 8 8 2 8 4 4 & 2 2

4 4 2 4 8 4 4 4 4 8

4 2 4 4 4 4 8 2 2 8

4 2 4 4 4 2 4 4 2 84 8 2 4 2 4 2 4 8 &

4 8 4 2 4 4 4 4 4 4

4 8 4 4 4 4 4 4 4 &

4 8 2 8 8 4 & 4 4 8

4 1 2 2 4 4 8 2 2 8

& 2 4 & & 4 4 & 4 2

4 2 2 4 4 4 4 4 4 4

4 1 2 2 2 4 4 & 4 8

4 2 4 & 4 4 2 4 4 4

4 8 2 2 2 2 8 2 2 2

4 4 2 1 & 4 4 2 8 8

4 8 2 4 4 4 4 2 8 84 8 8 8 8 8 8 4 2 2

& 2 2 4 4 & & 4 & &

4 2 4 4 4 4 4 4 4 2

4 2 2 4 4 4 4 2 2 2

4 2 2 4 4 4 8 4 4 4

4 2 2 & & & 4 & & &

& 8 4 4 4 & 4 2 2 4

4 2 2 2 4 & 4 2 4 2

& 8 2 4 4 & 4 4 2 2

4 2 2 4 4 4 4 4 2 2

& 8 4 4 4 4 4 4 4 4

8 8 2 4 2 8 2 4 4 82 2 2 2 2 2 2 2 4 2

& 4 4 & & & & & 4 &

4 2 4 4 4 & & 4 8 4

2 8 4 4 4 4 4 2 2 8

4 1 2 8 4 4 4 4 2 2

& & 4 4 4 & 4 4 2 2

4 4 8 2 2 4 2 8 2 2

4 4 4 & & & 4 & & &

4 2 4 8 4 4 4 4 4 &


48/109

4 8 2 4 4 4 2 4 2 2

4 1 2 4 2 4 4 4 4 4

8 8 8 8 8 8 2 8 8 8

& 1 2 2 8 8 8 2 2 8

8 2 2 2 2 2 2 2 2 2

4 4 4 2 4 & 2 4 4 4

4 4 4 4 4 4 4 4 2 4

4 8 2 2 4 4 4 2 2 4& & & & & 4 4 2 2 2

4 2 4 4 4 4 2 4 & &

& 8 2 4 4 4 4 4 2 8

4 2 4 4 4 4 4 4 4 4

8 4 8 1 2 8 1 2 8 4

4 2 4 2 2 4 4 4 4 4

4 2 2 4 2 2 2 2 2 2

& 2 & 2 4 4 4 4 4 4

4 & 2 4 & & & 2 2 2

2 2 2 2 2 2 2 2 2 2

4 8 4 2 & & 4 4 4 4

4 4 2 2 4 4 2 4 4 44 4 4 4 4 4 4 4 4 4

4 8 2 8 4 4 & 2 8 1

& 2 & 4 & & 4 & & 4

4 & 2 4 4 4 & & 2 2

4 2 4 & & 4 4 4 2 4

4 4 2 2 2 4 2 8 8 4

4 2 2 & 4 & 2 2 8 2

& 2 4 8 8 4 2 4 2 2

& 2 2 4 & & 4 4 4 &

4 1 2 4 4 4 4 & & 4

& & & & & & & & & &

& 2 4 4 4 4 4 2 2 24 4 4 4 4 4 4 8 2 2

4 4 4 4 4 2 4 4 4 4

& 8 2 2 4 & 4 4 4 4

4 8 4 4 4 4 4 4 4 4

4 2 4 & & 4 & & 2 2

& & 4 4 4 4 & 2 2 8

& 1 & & & & & & 2 &

& & & 4 4 4 2 & & &

4 4 4 4 & 4 4 4 4 4

4 4 4 4 4 2 2 2 2 4

& & 4 4 2 4 4 4 2 2

& 1 1 4 4 4 8 4 1 8& 8 4 & & & 2 & & &

& 8 2 4 2 4 2 2 4 &

2 2 2 4 4 4 4 2 2 2

4 2 2 4 2 4 4 4 8 8

4 8 2 4 4 4 4 4 4 2

4 1 2 4 4 & & & & 4

& & & & 4 2 4 4 & &

4 8 2 4 8 4 4 4 4 8

4 4 4 8 4 4 4 2 4 4


49/109

4 2 2 4 4 4 4 4 4 4

4 4 4 4 4 4 4 4 4 4

4 4 2 4 4 4 4 4 4 2

4 4 4 4 4 4 2 4 4 4

& 8 4 4 4 4 & & 4 4

8 2 8 1 8 8 2 8 2 2

4 4 4 & 4 4 2 4 2 2

& 4 2 4 2 4 4 & 4 2& & & & & & & 2 8 8

4 4 & 4 & & 4 & & &

4 4 4 4 4 4 2 2 2 2

& & & & 4 & & & & &

& 2 & & & & & & & &


50/109

&e"site - &e"site - &e"site - 'o"ile Ba'o"ile Ba'o"ile Ba(xp - Bra (xp - Co%(xp - (as (xp - !im

2 2 2 2 2 2 Important Important ;ery imporImportant

4 4 4 4 2 4 Important Somehat ;ery imporImportant

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51/109

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Group12 CSI Assignment

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