A Systems View Across Time and Space
From: Customer satisfaction in the digital era: evidence from Islamic banking
Extracted factors | г | σ2 | Vp | α | Deleted items |
---|---|---|---|---|---|
Factor 1: confidence | Â | 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 | Â | |||
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 | Â | 8.29 | 2.15 | 0.815 | Â |
I 3: Provision of Islamic products and services | 0.935 | Â | |||
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 | Â | 7.3 | 1.89 | 0.825 | Â |
I 28: Provision of mobile banking services and apps | 0.819 | Â | |||
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 | Â | 4.66 | 1.21 | 0.835 | Â |
I 14: Modern looking equipment | 0.801 | Â | |||
I 15: Visually appealing physical facilities | 0.663 | ||||
I 16: Neat-appearing employees | 0.570 | ||||
Factor 5: Human skills | Â | 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 |