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