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

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