Table 3.
Importance of critical indicators
| critical indicators | bj | Cj |
|---|---|---|
| Tangibility | 4.370 | 3.790 |
| Reliability | 4.344 | 3.347 |
| Responsiveness | 4.451 | 3.341 |
| Assurance | 4.438 | 3.935 |
| Empathy | 4.414 | 3.758 |
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