Table 4. Standardized factor loadings...

Table 4.

Standardized factor loadings

Variable	Items	Standardized factor loadings	S.E.	p-value*
Compensation	CC1	0.857	0.000	0.001*
	CC2	0.926	0.033	0.001*
	CC3	0.898	0.035	0.001*
	CC4	0.959	0.030	0.001*
	CC5	0.953	0.032	0.001*
Response speed	RS1	0.911	0.000	0.001*
	RS2	0.948	0.029	0.001*
	RS3	0.945	0.030	0.001*
	RS4	0.893	0.034	0.001*
Apology	AP1	0.909	0.031	0.001*
	AP2	0.933	0.029	0.001*
	AP3	0.935	0.029	0.001*
	AP4	0.916	0.000	0.001*
Explanation	EX1	0.863	0.042	0.001*
	EX2	0.934	0.036	0.001*
	EX3	0.944	0.037	0.001*
	EX4	0.843	0.000	0.001*
Perceived justice	PJ1	0.826	0.000	0.001*
	PJ3	0.892	0.043	0.001*
	PJ4	0.898	0.062	0.007
	PJ5	0.868	0.042	0.001*
	PJ6	0.951	0.062	0.010
	PJ7	0.824	0.043	0.001*
	PJ8	0.797	0.046	0.001*
	PJ9	0.836	0.043	0.001*
Satisfaction with service recovery	SAT1	0.692	0.000	0.001*
	SAT2	0.935	0.072	0.001*
	SAT3	0.934	0.070	0.001*
	SAT4	0.945	0.071	0.001*
Trust	TR1	0.953	0.000	0.001*
	TR2	0.918	0.026	0.001*
	TR3	0.929	0.032	0.001*

Variable	Items	Standardized factor loadings	S.E.	p-value*
Compensation	CC1	0.857	0.000	0.001*
	CC2	0.926	0.033	0.001*
	CC3	0.898	0.035	0.001*
	CC4	0.959	0.030	0.001*
	CC5	0.953	0.032	0.001*
Response speed	RS1	0.911	0.000	0.001*
	RS2	0.948	0.029	0.001*
	RS3	0.945	0.030	0.001*
	RS4	0.893	0.034	0.001*
Apology	AP1	0.909	0.031	0.001*
	AP2	0.933	0.029	0.001*
	AP3	0.935	0.029	0.001*
	AP4	0.916	0.000	0.001*
Explanation	EX1	0.863	0.042	0.001*
	EX2	0.934	0.036	0.001*
	EX3	0.944	0.037	0.001*
	EX4	0.843	0.000	0.001*
Perceived justice	PJ1	0.826	0.000	0.001*
	PJ3	0.892	0.043	0.001*
	PJ4	0.898	0.062	0.007
	PJ5	0.868	0.042	0.001*
	PJ6	0.951	0.062	0.010
	PJ7	0.824	0.043	0.001*
	PJ8	0.797	0.046	0.001*
	PJ9	0.836	0.043	0.001*
Satisfaction with service recovery	SAT1	0.692	0.000	0.001*
	SAT2	0.935	0.072	0.001*
	SAT3	0.934	0.070	0.001*
	SAT4	0.945	0.071	0.001*
Trust	TR1	0.953	0.000	0.001*
	TR2	0.918	0.026	0.001*
	TR3	0.929	0.032	0.001*

Source(s): Authors’ own work

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