Variables

Scale M

SD

Cronbach’s Alpha

I am glad that I use this current communication service.

4.27

1.065

0.705

This communication service satisfies many of my needs.

3.57

1.379

0.701

My claims or problems are always dealt with quite well.

3.80

1.224

0.725

It requires complicated steps to switch to another operator.

3.07

1.442

0.708

I worry that the cost and services provided by the other operators might not match my expectations.

3.40

1.404

0.711

It is difficult to evaluate the competence of the other operators.

3.29

1.363

0.735

For switching to other operators, it still takes times and efforts to learn their services.

2.88

1.712

0.738

By continuing to use the same operator, I receive certain benefits that I would not receive if I switch to a new one.

3.53

1.355

0.710

Switching to a new operator would involve some up-front costs (call fees, connection fees, etc.)

3.15

1.331

0.713

The service personnel of the current operator are more comfortable for me than those in other communication service companies.

3.77

1.098

0.706

If I switch to other operator, I lose contact with some of my friends.

3.58

1.474

0.750

I like the public image of current operator.

3.58

1.451

0.742

In the future, I will always continue using the service provided by this current operator.

3.78

1.180

0.701

I will always suggest my friends to use the service of this current operator.

3.89

1.342

0.715