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