Survey items

Latent variables

Factor loading

Statistics

Cronbach’s alpha

Correlation coefficients

Mean

Std. Dev

Quality service

Customer satisfaction

Trust

QS1

Quality service

0.26

4.82

0.37

0.77

1.00

QS2

0.29

QS3

0.29

CS1

Customer satisfaction

0.15

4.54

0.58

0.46

0.58^**

1.00

CS2

0.30

CS3

0.17

T1

Trust

0.23

4.63

0.42

0.60

0.50^**

0.51^**

1.00

T2

0.19

T3

0.19

T4

0.45

L1

Loyalty

0.09

4.44

0.42

0.52

0.42^**

0.45^**

0.45^**

L2

0.09

L3

0.08

L4

0.11

L5

0.12