Survey items | Latent variables | Factor loading | Statistics | Cronbach’s alpha | Correlation coefficients | |||
Mean | Std. Dev | Quality service | Customer satisfaction | Trust | ||||
QS1 | Quality service | 0.26 | 4.82 | 0.37 | 0.77 | 1.00 | ||
QS2 | 0.29 | |||||||
QS3 | 0.29 | |||||||
CS1 | Customer satisfaction | 0.15 | 4.54 | 0.58 | 0.46 | 0.58** | 1.00 | |
CS2 | 0.30 | |||||||
CS3 | 0.17 | |||||||
T1 | Trust | 0.23 | 4.63 | 0.42 | 0.60 | 0.50** | 0.51** | 1.00 |
T2 | 0.19 | |||||||
T3 | 0.19 | |||||||
T4 | 0.45 | |||||||
L1 | Loyalty | 0.09 | 4.44 | 0.42 | 0.52 | 0.42** | 0.45** | 0.45** |
L2 | 0.09 | |||||||
L3 | 0.08 | |||||||
L4 | 0.11 | |||||||
L5 | 0.12 |