Table 4.

Calculations for Owj and Swj

Component	Owj	Swj	Priority	Quarter of the matrix
Tangibility	2.5	0.150	4	B
Reliability	4.3	0.256	2	A
Responsiveness	4.9	0.292	1	A
Assurance	2.2	0.132	5	B
Empathy	2.9	0.171	3	B

swj Subjective weight

owj objective weight