DOI: 10.36347/sjebm.2021.v08i03.002

Pages: 82-87

This study suggests a conceptual method to describe customer perception and expectation by Beta distribution, which replaces the estimated average value with coefficient of variance through the characteristics of probability distribution. Through the case study of three commercial banks in Taiwan, to explore what the key factors need to be improved in bank of Taiwan is, in addition, what difference will be resulted if the technique of statistical inference is involved. The result shows four items are different between the conventional gap analysis and distribution based analysis.