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Table 5 Factors, factor loadings and reliabilities for quality construct

From: Customer satisfaction in the digital era: evidence from Islamic banking

Extracted factors г σ2 Vp α Deleted items
Factor 1: confidence   45.48 11.49 0.923 I 13: Insisting on error-free records
I 9: Keeping a promise to do something by a certain time 0.767  
I 5: The behavior of employees instilling confidence in their customers 0.706
I 10: Showing sincere interest in solving a customers’ problems 0.683
I 8: Employees having the knowledge to answer customers’ questions 0.678
I 11: Performing the service correct for the first time 0.669
I 12: Providing the service at the time the service was promised 0.640
I 6: Customers feeling safe in their transactions 0.620
I 7: Employees being consistently courteous with their customers 0.409
Factor 2: compliance   8.29 2.15 0.815  
I 3: Provision of Islamic products and services 0.935  
I 1: Runs in Islamic principles 0.851
I 2: No interest paid nor taken on savings and loans 0.646
I 4: Provision of profit-sharing investment products 0.507
Factor 3: digitalization   7.3 1.89 0.825  
I 28: Provision of mobile banking services and apps 0.819  
I 25: Provision of online services 0.790
I 26: Offering electronic payment solutions 0.672
I 27: The bank is active on social platforms 0.494
Factor 4: tangibles   4.66 1.21 0.835  
I 14: Modern looking equipment 0.801  
I 15: Visually appealing physical facilities 0.663
I 16: Neat-appearing employees 0.570
Factor 5: Human skills   4.2 1.09 0.905 I 17: Employees giving customers personal attention.
I 22: Employees are never being too busy to respond to customers’ requests 0.643  
I 23: Employees giving prompt service to customers 0.560
I 20 Having the customers’ best interest at heart 0.550
I 18: Operating hours convenient to all their customers 0.546
I 21: Employees always being willing to help customers 0.530
I 24: Employees telling customers exactly what services will be performed 0.506
I 19: The employees understanding the specific needs of their customers 0.444
  1. Note: Extraction method: minimum residuals MINRES. Rotation method: Oblique rotation