Skip to main content

A Systems View Across Time and Space

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