| Latent Variable | KMO Measure of Sampling Adequacy | Bartlett Spherical Test | ||
| Approximate chi-square Distribution | Degree of Freedom | Significance | ||
| Enterprise Product Defect | 0.797 | 1039.637 | 10 | 0.000 |
| Staff Service Error | 0.721 | 1003.698 | 15 | 0.000 |
| Transaction Trust Crisis | 0.813 | 898.535 | 10 | 0.000 |
| Relational/Emotional Crisis | 0.713 | 738.923 | 15 | 0.000 |
| Customer Relationship Crisis | 0.691 | 668.773 | 10 | 0.000 |
| Total Scale | 0.803 | 6736.603 | 325 | 0.000 |