Variable | Factor cluster | KMO | Bartlett’s sphericity test p-value | Eigenvalues | Cumulative explained variance % | Number of questions | Facet Cronbach’s α | Variable Cronbach’s α |
Service innovation | Service innovation | 0.855 | 0.000*** | 3.873 | 64.549% | 6 | - | 0.890 |
Service quality satisfaction | Tangible | 0.917 | 0.000*** | 4.509 | 73.355% | 5 | 0.917 | 0.921 |
Reliability | 4.236 | 5 | 0.949 | |||||
Responsiveness | 3.638 | 6 | 0.925 | |||||
Assurance | 2.675 | 4 | 0.804 | |||||
Caring | 2.547 | 4 | 0.814 | |||||
Customer satisfaction | Customer satisfaction | 0.847 | 0.000*** | 3.586 | 71.721% | 5 | - | 0.901 |