Enhancing financial performance of the banks: the role of customer response and operations management

Journal of Innovation and Entrepreneurship

A Systems View Across Time and Space

Table 4 Factor analysis focus on customer response

Items no:	Component
If a competitor launches an aggressive campaign targeting our customers, we will respond immediately	0.709
Customer complaints are on deaf ears in our organization	0.814
We quickly respond to major changes in the pricing structures of competitors	0.678
Total Variance Explained	54.198
Kaiser–Meyer–Olkin(KMO)	0.589
Bartlett's Test of Sphericity	15.988

Factor analysis on customer response exploratory factor analysis has been conducted to variable customer response the total variance explained by these items was 54.198, KMO scoured 0.589 The upper loading was (customer complaints are on deaf ears in our organization 0.814)