The balance sheet of XYZ Bank appears below. All figures in millions of U.S. dollars. 
-Suppose that interest rates rise by 2 percent on both RSAs and RSLs.The expected annual change in net interest income of the bank is
Definitions:
Procedural Fairness
Refers to the customer’s perception of the fairness of the process used to resolve complaints about service.
Zone of Tolerance
The zone of tolerance refers to the range within which customers are willing to accept variations in product or service delivery quality, influencing satisfaction and loyalty.
Desired Service
A specific assistance or function that consumers or clients seek to fulfill their needs.
Acceptable Service
A level of service that meets the basic requirements and expectations of customers, deemed satisfactory by the receiving party.
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