Factor 1: Tangibles 0.75 0.60 3. XYZ’s employees are neat-appearing. 0.83
4. XYZ’s materials associated with the service are visually appealing. 0.60
Factor 2: Reliability 0.81 0.51 6. When you have a problem, XYZ shows a sincere interest in solving it. 0.59
7. XYZ performs the service right the first time. 0.61
8. XYZ provides its services at the time it promises to do so. 0.65
9. XYZ insists on error-free records. 0.60
Factor 3: Responsiveness 0.83 0.55
10. XYZ’s employees tell you exactly when services will be performed. 0.78 11. XYZ’s employees give you prompt service. 0.54 12. XYZ’s employees are always willing to help you. 0.71 13. XYZ’s employees are never too busy to respond to your requests. 0.64
Factor 4: Assurance 0.80 0.51 14. Behavior of XYZ’s employees instills confidence in customers. 0.65
15. You feel safe in your transactions with XYZ. 0.57
16. XYZ’s employees are consistently courteous with you. 0.71
17. XYZ’s employees have the knowledge to answer your questions. 0.55
Factor 5: Empathy 0.76 0.52
18. XYZ does not give you individual attention. 0.59 19. XYZ has operating hours convenient to all its customers. 0.61 22. XYZ’s employees understand your specific needs. 0.62
Customer satisfaction 0.85 0.74 1. I am satisfied with XYZ’s service 0.76
2. I am pleased to have visited XYZ. 0.86
Factor 1: Word-of-mouth communications 0.82 0.60 1. Say positive things about XYZ to other people 0.78
2. Recommend XYZ to someone who seeks your advice 0.71
3. Encourage friends and relatives to do business with XYZ 0.61
Factor 2: Purchase intentions 0.81 0.69 1. Consider XYZ your first choice to buy 0.67
2. Do more business with XYZ in the next few years 0.95
Factor 3: Price sensitivity 0.82 0.70 1. Take some of your business to a competitor that offers more attractive prices 0.99
2. Continue to do business to XYZ that offers more attractive prices. 0.54a
Factor 4: Complaining behavior 0.75 0.53 1. Switch to a competitor if you experience a problem with XYZ’s service 0.51
2. Complain to other consumers if you experience a problem with XYZ’ service 0.99
3. Complain to external agencies if you experience a problem with XYZ’ service 0.53