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 |
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| 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 |