Analysis of Customer Satisfaction: Bank of Bhutan Limited

Druk Holding and Investments (DHI) that holds and manages twenty State Owned Enterprises (SOEs) in Bhutan assesses customer satisfaction annually for five service oriented companies through the independent survey to measure customer service related performances of the companies. This paper uses the data collected by the consulting team in 2013 that covers twenty districts of Bhutan. The team collected the data using structured questionnaire covering different aspects of customer satisfaction. Data was collected from 2123 respondents representing various demographic characters. Besides looking into the descriptive aspects of the statistics, this paper analyses the relational between customer satisfaction level and gender, income groups and educational levels so that each group can be targeted with different strategies.  Findings suggest that all types of customers consider service reliability and value for money (price) as the most important factors that attributes to their satisfaction. It was found out that generally females are more satisfied than male respondents at the same level of service quality indicators. Study further establishes the inverse relationships between customer satisfaction level and income and with educational levels of the customers.

Specific and Label‐Free bioFET Sensing of the Interaction Between the Electrically Neutral Small Estriol Molecule and Its Antibody in a Microliter Drop of Diluted Plasma

Abstract The sensing of small molecules is important to a variety of fields and particularly to clinical diagnostics. Estriol is an important small chemical molecule, as it is one of three markers measured during mid‐gestation for the Down syndrome. Point‐of‐care testing of estriol will increase maternal compliance for aneuploidy mid‐gestation screening. A bioFET technology is a promising point‐of‐care platform. The meta‐nano‐channel (MNC) bioFET is employed with its tunable channel configuration to optimize the coupling between the electrostatics of the estriol‐receptor interactions and the electrodynamics of the conducting readout current. Also, the MNC bioFET receptor layer is composed of anti‐estriol antibodies to address the high structural similarity of estriol to other estrogens. Despite the small size and the electrical neutrality of estriol, real‐time is demonstrated, specific, and label‐free sensing of estriol in 0.5 µL of 1:100 diluted plasma with excellent linearity, sensitivity, dynamic range extending to ten orders of magnitude in estriol concentration and limit‐of‐detection of 1 fg mL−1. Extensive control and non‐specific measurements are reported including the response to other neutral members of the estrogen family