Gap score for customer experience factor
| Factors | Perception | Expectation | Gap score |
|---|---|---|---|
| Customer Experience 1 | 2.8 | 3.2 | −0.4 |
| Customer Experience 2 | 2.5 | 3.45 | −0.95 |
| Customer Experience 3 | 2.4 | 2.87 | −0.47 |
| Customer Experience 4 | 2.6 | 3.25 | −0.65 |
| Factors | Perception | Expectation | Gap score |
|---|---|---|---|
| Customer Experience 1 | 2.8 | 3.2 | −0.4 |
| Customer Experience 2 | 2.5 | 3.45 | −0.95 |
| Customer Experience 3 | 2.4 | 2.87 | −0.47 |
| Customer Experience 4 | 2.6 | 3.25 | −0.65 |
Source(s): Results from Primary data
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