S/N | Proxies for CRM | SA | A | NS | D | SD | Total |
1 | Service Quality | 51 | 43 | 14 | 7 | 5 | 120 |
2 | Behaviour of Employees | 25 | 59 | 13 | 14 | 9 | 120 |
3 | Customer Database | 45 | 28 | 12 | 16 | 19 | 120 |
4 | Relationship through Solving Customer Problems | 17 | 57 | 10 | 23 | 13 | 120 |
5 | Physical Environment | 32 | 27 | 3 | 27 | 31 | 120 |
6 | Social Network Interaction | 23 | 18 | 13 | 37 | 29 | 120 |