Variables

1

2

3

4

5

6

7

8

9

10

11

12

13

Tangibility (1)

1

Reliability (2)

.007

1

Responsiveness (3)

.186*

.757**

1

Assurance (4)

.213*

.614**

.754**

1

Empathy (5)

.150

.720**

.752**

.720**

1

Service Quality (6)

.266**

.748**

.741**

.646**

.677**

1

Behaviour (7)

.182*

.762**

.607**

.750**

.771**

.659**

1

Affective (8)

.363**

.290**

.358**

.425**

.380**

.408**

.440**

1

Cognitive (9)

.295**

.176*

.286**

.297**

.259**

.295**

.289**

.472**

1

Customer Loyalty (10)

.367**

.520**

.608**

.628**

.600**

.660**

.734**

.798**

.658**

1

Repeated purchase (11)

.466**

.307**

.556**

.603**

.400**

.531**

.558**

.679**

.488**

.755**

1

Referral (12)

.467**

.288**

.496**

.436**

.545**

.515**

.430**

.636**

.466**

.673**

.761**

1

Customer Retention (13)

.497**

.316**

.560**

.552**

.505**

.557**

.525**

.700**

.508**

.760**

.736**

.741**

1