1

2

3

4

5

6

7

8

9

1. Tangibility

2. Responsiveness

0.727**

3. Empathy

0.564**

0.557**

4. Reliability

0.545**

0.598**

0.698**

5. Assurance

0.556**

0.596**

0.627**

0.661**

6. Satisfaction

0.174

0.216

0.311

0.529**

0.628**

7. Trust

0.396

0.361

0.287

0.551**

0.583**

0.736**

8. Commitment

0.367

0.296

0.131

0.636**

0.533**

0.595**

0.709**

9. Customer Loyalty

0.194

0.610**

0.232

0.648**

0.593**

0.608**

0.742**

0.708**

Mean

3.6460

3.5818

3.3688

3.3085

3.3086

3.2576

3.3095

3.3465

3.4338

Standard Deviation

0.7321

0.6278

0.7598

0.6427

0.6482

0.6000

0.6327

0.6519

0.6797