External loadings of the scale items used in the composites estimated in Mode A
| Scale items1 | Loadings |
|---|---|
| PM1. I have confidence in the expertise of my PE supplier | 0.902 |
| PM2. For me, dealing with my PE provider is easy | 0.839 |
| PM3. I know that my PE provider has been taking care of my needs for a long time | 0.807 |
| PM4. I have stayed with my PE provider because of my years of experience with it | 0.773 |
| PM5. I have dealt with my PE supplier before, so getting what I need is truly easy | 0.785 |
| MT1. My PE provider is flexible with me and is attentive to my needs | 0.845 |
| MT2. My PE provider keeps me up to date on services and possible incidents | 0.759 |
| MT3. The employees of my PE provider have good social skills | 0.845 |
| MT4. My PE provider treats me appropriately when things go wrong | 0.905 |
| FR1. Staying with my PE provider makes my business process easier | 0.877 |
| FR2. My PE supplier gives me what I need quickly | 0.886 |
| FR3. The employees at my PE provider understand my situation | 0.885 |
| SAT1. I am happy with the service of my PE provider | 0.874 |
| SAT2. In general, I am satisfied with the services of my PE provider | 0.923 |
| SAT3. Using the services of this PE provider has been a satisfactory experience | 0.911 |
| SAT4. The choice to use my PE provider has been correct | 0.940 |
| SAT5. In general, I am satisfied with my PE provider | 0.916 |
| SAT6. I think that I did the right thing when I decided to use my PE provider for my service needs | 0.985 |
| Scale items1 | Loadings |
|---|---|
| PM1. I have confidence in the expertise of my PE supplier | 0.902 |
| PM2. For me, dealing with my PE provider is easy | 0.839 |
| PM3. I know that my PE provider has been taking care of my needs for a long time | 0.807 |
| PM4. I have stayed with my PE provider because of my years of experience with it | 0.773 |
| PM5. I have dealt with my PE supplier before, so getting what I need is truly easy | 0.785 |
| MT1. My PE provider is flexible with me and is attentive to my needs | 0.845 |
| MT2. My PE provider keeps me up to date on services and possible incidents | 0.759 |
| MT3. The employees of my PE provider have good social skills | 0.845 |
| MT4. My PE provider treats me appropriately when things go wrong | 0.905 |
| FR1. Staying with my PE provider makes my business process easier | 0.877 |
| FR2. My PE supplier gives me what I need quickly | 0.886 |
| FR3. The employees at my PE provider understand my situation | 0.885 |
| SAT1. I am happy with the service of my PE provider | 0.874 |
| SAT2. In general, I am satisfied with the services of my PE provider | 0.923 |
| SAT3. Using the services of this PE provider has been a satisfactory experience | 0.911 |
| SAT4. The choice to use my PE provider has been correct | 0.940 |
| SAT5. In general, I am satisfied with my PE provider | 0.916 |
| SAT6. I think that I did the right thing when I decided to use my PE provider for my service needs | 0.985 |
Note(s): 1PM: peace of mind, MT: moments of truth, FR: focus on results, and SAT: customer satisfaction and PE: parcel express
Source(s): Table by authors
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