Dimension

Items

PSi

ESi

SQi

SQi’

Tangibles/A

1

4.33

4.66

−0.33

−0.0778

2

4.34

4.72

−0.38

−0.1065

3

4.28

4.59

−0.31

−0.0731

4

4.27

4.58

−0.31

−0.0770

Reliability/B

5

4.21

4.64

−0.43

−0.1195

6

4.21

4.61

−0.40

−0.1012

7

4.23

4.66

−0.43

−0.1035

8

4.26

4.60

−0.34

−0.0777

Responsiveness/C

9

3.99

4.35

−0.36

−0.0857

10

4.12

4.65

−0.53

−0.1406

11

4.22

4.63

−0.41

−0.0948

12

4.07

4.63

−0.56

−0.1486

Assurance/D

13

4.15

4.59

−0.44

−0.1156

14

4.08

4.64

−0.56

−0.1472

15

4.27

4.58

−0.31

−0.0636

16

4.07

4.63

−0.56

−0.1508

Empathy/E

17

3.85

4.34

−0.49

−0.1271

18

3.88

4.22

−0.34

−0.0781

19

3.76

4.25

−0.49

−0.1161

20

4.09

4.43

−0.34

−0.0932