Latent Variable | Item Amount | Cronbachά Value |
Enterprise Product Defect | 5 | 0.814 |
Staff Service Error | 6 | 0.779 |
Transaction Trust Crisis | 5 | 0.820 |
Relational/Emotional Crisis | 6 | 0.796 |
Customer Relationship Crisis | 4 | 0.720 |
Total Scale | 26 | 0.863 |