Code

Constructs, Items and Measurements

Jordanian Sample

Yemeni Sample*

EFA Loadings

CFA Loadings

EFA Loadings

CFA Loadings

Interaction Quality: Eigenvalue = 10.12; CR = 0.90; AVE = 0.55

Factor 1

Factor 1

Code

Factor 1

Factor 1

Res 1

Employees in your mobile phone operator give you prompt service.

Deleted

Ass 1

0.72

0.70

Res 2

Employees in your mobile phone operator are willing to help you.

0.72

0.73

Ass 2

0.63

0.68

Res 3

Employees in your mobile phone operator never too busy to respond to your requests.

0.65

0.72

Ass 3

0.69

0.61

Ass 1

The behaviour of employees in your mobile phone operator instills confidence in you.

0.69

0.71

Ass 4

0.59

0.60

Ass 2

You feel safe in your transactions with your mobile phone operator.

0.61

0.68

Emp 1

0.70

0.72

Ass 3

Employees in your mobile phone operator are consistently courteous with you.

0.70

Deleted

Emp 2

0.71

0.66

Ass 4

Employees in your mobile phone operator have the knowledge to answer your questions.

0.56

0.69

Emp 3

0.63

0.69

Emp 1

Your mobile phone operator gives you individual attention.

0.66

0.78

EMP 4

0.58

0.62

Emp 2

Your mobile phone operator has employees who give you individual attention.

0.77

0.74

Emp 3

Your mobile phone operator has your best interests at heart.

0.69

Deleted

EMP 4

Employees of your mobile phone operator understand your specific needs.

Deleted

Reliability: Eigenvalue = 1.60; CR = 0.85; AVE = 0.60

Factor 2

Factor 2

Code

Factor 2

Factor 2

Rel 1

When your mobile phone operator promises to do something by certain time, it does so.

0.74

0.72

Rel 1

0.65

0.65

Rel 2

When you have a problem, my mobile operator shows a sincere interest in solving it.

0.60

0.76

Rel 2

0.56

0.72

Rel 3

The mobile operator performs the service right the first time.

0.63

0.78

Rel 3

0.78

0.62

Rel 4

The mobile operator provides its service at the time it promises to do so.

0.70

0.80

Rel 4

0.67

0.66

Rel 5

The mobile phone operator keeps its customers informed about when services be performed.

0.73

0.82

Rel 5

0.58

0.62

Tangibles: Eigenvalue = 1.29; CR = 0.78; AVE = 0.53

Factor 3

Factor 3

Code

Factor 3

Factor 3

Tan 1

Your mobile phone operator has modern-looking equipment.

Deleted

Tan 1

0.55

0.62

Tan 2

Your mobile phone operator physical facilities are visually appealing.

0.78

0.77

Tan 2

0.72

0.61

Tan 3

Your mobile phone operator employees appear neat.

0.83

0.73

Tan 3

0.68

0.64

Tan 4

Materials associated with the service (such as pamphlets or statements) are visually appealing at your mobile phone operator.

0.69

0.67

Tan 4

0.75

0.61

Code

Factor 4

Factor 4

Res 1

0.78

0.62

Res 2

0.80

0.81

Res 3

0.65

0.64

Customer Satisfaction: Eigenvalue = 1.04; CR = 0.84; AVE = 0.56

Factor 4

Factor 4

Code

Factor 5

Factor 5

CS 1

My mobile phone operator completely meets expectations from any other operator.

0.74

0.70

CS 1

0.71

0.67

CS 2

I am satisfied with my mobile phone operator's service quality.

0.78

0.84

CS 2

0.73

0.70

CS 3

I am satisfied with my mobile phone operator's prices.

0.78

0.73

CS 3

0.69

0.67

CS 4

My mobile phone operator meets my pre-purchase expectations.

0.76

0.74

CS 4

0.71

0.72

CS 5

I am satisfied with my mobile phone operator's coverage area.

0.71

0.70

CS 5

0.55

0.64