Variables | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 | 11 | 12 | 13 |
Tangibility (1) | 1 |
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Reliability (2) | .007 | 1 |
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Responsiveness (3) | .186* | .757** | 1 |
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Assurance (4) | .213* | .614** | .754** | 1 |
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Empathy (5) | .150 | .720** | .752** | .720** | 1 |
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Service Quality (6) | .266** | .748** | .741** | .646** | .677** | 1 |
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Behaviour (7) | .182* | .762** | .607** | .750** | .771** | .659** | 1 |
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Affective (8) | .363** | .290** | .358** | .425** | .380** | .408** | .440** | 1 |
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Cognitive (9) | .295** | .176* | .286** | .297** | .259** | .295** | .289** | .472** | 1 |
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Customer Loyalty (10) | .367** | .520** | .608** | .628** | .600** | .660** | .734** | .798** | .658** | 1 |
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Repeated purchase (11) | .466** | .307** | .556** | .603** | .400** | .531** | .558** | .679** | .488** | .755** | 1 |
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Referral (12) | .467** | .288** | .496** | .436** | .545** | .515** | .430** | .636** | .466** | .673** | .761** | 1 |
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Customer Retention (13) | .497** | .316** | .560** | .552** | .505** | .557** | .525** | .700** | .508** | .760** | .736** | .741** | 1 |