Table 7 Influences and weights of criteria for the customer needs
Criteria | r | y | (r + y) | (r-y) | Weights |
|---|---|---|---|---|---|
Reliability (CN1) | 9.97 | 8.86 | 18.84 | 1.11 | 0.200 |
Empathy (CN2) | 9.55 | 9.58 | 19.13 | − 0.03 | 0.203 |
Tangibles (CN3) | 1.22 | 8.99 | 19.21 | 1.22 | 0.204 |
Assurance (CN4) | 9.57 | 9.83 | 19.40 | − 0.27 | 0.206 |
Responsiveness (CN5) | 7.73 | 9.76 | 17.48 | − 2.03 | 0.186 |