Item | Expected importance | Perceived satisfaction |
Tangibility | 0.883 | 0.840 |
Reliability | 0.857 | 0.887 |
Reactivity | 0.894 | 0.890 |
Guarantee | 0.908 | 0.862 |
Caring | 0.899 | 0.893 |
Creativity | 0.860 | 0.886 |
Total | 0.961 | 0.961 |