Item Number | Item Description | Factor Loading | Factor Name |
3 4 6 8 14 15 16 19 | Cleanliness of environment Condition of equipment and facility Friendliness of employees Accuracy in meeting requests and needs Speed in meeting requests and needs Appearance of employees Helpfulness of employees Availability of employees | 0.87 0.83 0.46 0.51 0.58 0.82 0.41 0.76 | Perceived Quality |
9 13 17 18 | Perception of price on purchases Perception on value of purchases Description on products and services Availability of payment options | 0.70 0.69 0.68 0.54 | Perceived Value |
1 7 11 | Confirmation of hospitality function Ease of accessibility to organization Likelihood to recommend organization to other people. | 0.58 0.41 0.76 | Customer Expectation |
2 5 10 12 20 | Attractiveness of organization Safety of organization Impression of experience in organization Impression of interaction with employees Organization’s social media experience | 0.61 0.58 0.66 0.76 0.47 | Image |