SERVQUAL | 22 Items | F1 | F2 | F3 | F4 | Commonality |
| Lack of reliability in emotional terms |
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Reliability | They won’t sympathize even when I have a problem. | 0.905 | 0.155 | −0.179 | −0.056 | 0.767 |
Reliability | I can’t rely on them when I have a problem. | 0.874 | 0.035 | −0.125 | −0.011 | 0.67 |
Responsiveness | City office staff aren’t proactive at offering help on various issues. | 0.721 | −0.109 | −0.003 | 0.200 | −0.647 |
Tangibles | The city office building is inappropriately excessive. | 0.683 | −0.155 | 0.220 | −0.177 | 0.419 |
Empathy | City office staff do not focus their attention on the main concern. | 0.665 | −0.026 | −0.032 | 0.234 | 0.645 |
Assurance | I cannot trust city office staff. | 0.593 | 0.197 | 0.127 | 0.052 | 0.708 |
Responsiveness | The city office staff do not respond quickly to requests. | 0.582 | 0.319 | −0.135 | 0.166 | 0.662 |
Tangibles | The city office does not have up-to-date equipment such as information terminals. | 0.469 | −0.042 | −0.077 | −0.062 | 0.138 |
Tangibles | The atmosphere at the city office is bad, no matter when I visit. | 0.384 | −0.135 | 0.155 | 0.106 | 0.242 |
| Lack of reliability in instrumental terms |
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Reliability | The service at the city office was not completed by the time I asked. | −0.100 | 0.870 | 0.900 | 0.080 | 0.632 |
Reliability | Information is not recorded accurately at the city office. | 0.188 | −0.120 | 0.659 | 0.029 | 0.593 |
Responsiveness | The city office did not give a proper explanation regarding my request. | 0.302 | 0.229 | 0.511 | 0.045 | 0.627 |
| Lack of tangibles |
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Tangibles | The person at the desk at the city office was not neatly dressed. | −0.029 | 0.057 | 0.900 | 0.080 | 0.632 |
Assurance | City office staff do not observe proper etiquette. | 0.199 | −0.120 | 0.659 | 0.029 | 0.593 |
Assurance | City office staff are not provided with a good working environment. | 0.065 | 0.229 | 0.511 | 0.045 | 0.627 |
| Lack of empathy |
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Empathy | City office staff do not respond to individual requests. | −0.029 | 0.118 | 0.151 | 0.839 | 0.888 |
Empathy | City office staff do not take users’ personal needs into consideration. | 0.199 | 0.073 | 0.007 | 0.674 | 0.733 |
Empathy | The city office’s opening hours are inconvenient. | 0.065 | −0.099 | −0.127 | 0.423 | 0.167 |
| Alpha coefficients | 0.93 | 0.78 | 0.82 | 0.77 |
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