SERVQUAL

22 Items

F1

F2

F3

F4

Commonality

Lack of reliability in emotional terms

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

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

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

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