Factor | Particulars | Rotated Factor Loadings |
1) Convenience (11.124 Percent) | Safe to do transactions-Q8 | 0.697 |
Availability of customer service for 24 * 7-Q13 | 0.832 | |
Speed of login to account is fast-Q17 | 0.513 | |
2) Responsiveness (10.628 Percent) | Prompt responses to the requests by SMS/email or other means-Q6 | 0.643 |
Information content and texts are easy to understand-Q11 | 0.559 | |
Anywhere and anytime banking-Q14 | 0.725 | |
Reducing the waiting time-Q18 | 0.589 | |
3) Security (10.522 Percent) | Secure credit/debit card or other pin information-Q9 | 0.547 |
Save time-Q10 | 0.762 | |
Reading characters on the website is easy-Q12 | 0.682 | |
4) Accessibility (9.764 Percent) | Provide relevant & accurate information-Q1 | 0.637 |
Update technology regularly-Q2 | 0.771 | |
Solve the banking problems quickly-Q15 | 0.721 | |
5) Assurance (8.780 Percent) | The bank is willing to help customers and provide prompt service-Q4 | 0.631 |
Mobile hackers may not take control of my account-Q7 | 0.774 | |
6) Knowing the Customer (8.686 Percent) | Get Immediate help for problem or queries-Q5 | 0.692 |
Easy to contact the bank-Q16 | 0.783 | |
7) Efficiency (7.609 Percent) | Maintaining accurate record-Q3 | 0.868 |