Which items load onto which factors...

 

 

Rotated Factor Matrix

 

 

Factor

 

Items

1

2

3

4

5

 

The appearance of the physical facility

.695

-.054

.153

.119

.193

 

Communication material

.823

-.012

.096

.045

-.002

 

Ability to perform the promised services

.052

.193

.718

.210

-.023

 

Willingness to help customers

.270

-.013

.052

.232

.586

 

Knowledge and courtesy of employees

.018

.769

-.046

.187

.005

 

Ability to convey trust and confidence

-.028

.678

.035

.024

.090

 

Caring

.172

.160

.215

.604

.155

 

Ability to accurately accomplish

.174

.009

.640

.107

.127

 

Provide prompt services

.170

-.210

.188

-.044

.720

 

Individual attention to customer

.249

.093

.200

.638

.298

Extraction Method: Principal Axis Factoring.

Rotation Method: Varimax with Kaiser Normalization.