Table IV. Summary of the results after...

Table IV.

Summary of the results after factor, reliability and validity analysis

Items	Factor loads	t-value
Market orientation (CR = 0.91; AVE = 0.72)
Intelligence generation (α = 0.795; CR = 0.84; AVE = 0.58)	0.816	11.888*
GEN1: We regularly analyse the factors that influence customer satisfaction	0.686	Fixed
GEN2: We regularly analyse the improvement in our employees’ satisfaction and compare it with their performance	0.693	12.828*
GEN3: We quickly detect the changes that occur in our commercial environment	0.702	11.003*
GEN4: It is just as important for us to achieve marketing objectives (customer satisfaction and loyalty, service quality) as it is to meet our financial targets	0.926	16.350*
Intelligence dissemination (α = 0.878; CR = 0.89; AVE = 0.68)	0.853	16.661*
DIS1: Our firm’s mission is reflected and implemented in our plans and interventions addressing customer satisfaction	0.778	Fixed
DIS2: Customer satisfaction and quality improvement are regularly dealt with in our meetings	0.739	14.823*
DIS3: Our targets include specific customer satisfaction and quality improvement objectives	0.817	18.771*
DIS4: We inform about possible future changes in an integrated, logical and objective way, including any possible disadvantages associated with the change and by exploring our employees’ opinions	0.939	20.005*
Responsiveness (α = 0.772; CR = 0.79; AVE = 0.56)	0.902	13.566*
RES1: We demonstrate our interest in building a closer relationship with customers through a range of actions (such as responding personally to their questions)	0.673	Fixed
RES2: We have a structured system for the continued improvement of customer satisfaction and service quality (surveys, customer complaint and relations management, etc.)	0.701	10.695*
RES3: We are ready to face new challenges and learn new skills	Deleted
RES4: We analyse our main functions to optimise them and minimise their failure rate	0.861	16.435*
Marketing culture (α = 0.806; CR = 0.83; AVE = 0.63)	0.830	13.867*
CUL1: We reward our branch personnel for their contributions to customer satisfaction and for improving service quality	0.735	Fixed
CUL2: We have sufficient authority and information to take decisions flexibly	0.750	16.369*
CUL3: We have the capability to implement innovations without the need for numerous rounds of approval at different levels in the hierarchy	Deleted
CUL4: The flexible interpretation of the work procedures, norms and policies are not regarded as a problem in our branch	0.884	16.672*
Customer satisfaction (α = 0.959; CR = 0.96; AVE = 0.83)
SAT1: My expectations have been met	0.918	27.518*
SAT2: I am satisfied with the value for money offered	0.870	21.249*
SAT3: I am satisfied with the service I have received	0.905	22.030*
SAT4: I am satisfied with the company	0.908	27.164*
SAT5: In general I am really satisfied	0.944	27.965*
Customer self-brand connection (α = 0.960; CR = 0.96; AVE = 0.86)
SEL1: My bank reflects who I am	0.911	25.970*
SEL2: I can identify with my bank	0.942	25.804*
SEL3: I feel a personal connection with my bank	0.927	26.988*
SEL4: My bank matches my personality	0.928	25.525*
Customer emotions during the service (CR = 0.79; AVE = 0.65)
Pleasure (α = 0.929; CR = 0.93; AVE = 0.69)	0.842	17.460*
PLE1: Angry/Glad	0.842	Fixed
PLE2: Sad/Cheerful	0.887	29.017*
PLE3: Unhappy/Happy	0.899	27.465*
PLE4: Dissatisfied/Satisfied	0.851	22.065*
PLE5: Disappointed/Excited	0.805	18.137*
PLE6: Annoyed/Pleased	0.695	14.818*
Arousal (α = 0.924; CR = 0.93; AVE = 0.81)	0.771	11.240*
ARO7: Indifferent/Unexpected	0.817	Fixed
ARO8: Not amazed at all/Very amazed	0.943	20.665*
ARO9: Not fascinated at all/Very fascinated	0.936	18.836*
Customer engagement (α = 0.928; CR = 0.93; AVE = 0.77)
ENG1: I feel valued in my interactions with the branch	0.815	20.201*
ENG2: I feel as though I have a personal relationship with my branch	0.912	25.611*
ENG3: I consider that people in my branch are concerned about me as a person	0.900	26.070*
ENG4: I feel an emotional link with my branch	0.882	22.812*
Customer attitudinal loyalty (α = 0.953; CR = 0.95; AVE = 0.84)
LOY1: I try to visit my usual branch every time I need financial services	0.916	26.294*
LOY2: I will try to continue with my usual branch in the coming years	0.922	26.883*
LOY3: I will encourage my relatives and friends to become customers at this branch	Deleted
LOY4: As long as I continue to be treated in the same way I do not expect I will change my bank branch	0.902	23.765*
LOY5: When I need a financial service I will come to this branch	0.921	26.419*

Items	Factor loads	t-value
Market orientation (CR = 0.91; AVE = 0.72)
Intelligence generation (α = 0.795; CR = 0.84; AVE = 0.58)	0.816	11.888*
GEN1: We regularly analyse the factors that influence customer satisfaction	0.686	Fixed
GEN2: We regularly analyse the improvement in our employees’ satisfaction and compare it with their performance	0.693	12.828*
GEN3: We quickly detect the changes that occur in our commercial environment	0.702	11.003*
GEN4: It is just as important for us to achieve marketing objectives (customer satisfaction and loyalty, service quality) as it is to meet our financial targets	0.926	16.350*
Intelligence dissemination (α = 0.878; CR = 0.89; AVE = 0.68)	0.853	16.661*
DIS1: Our firm’s mission is reflected and implemented in our plans and interventions addressing customer satisfaction	0.778	Fixed
DIS2: Customer satisfaction and quality improvement are regularly dealt with in our meetings	0.739	14.823*
DIS3: Our targets include specific customer satisfaction and quality improvement objectives	0.817	18.771*
DIS4: We inform about possible future changes in an integrated, logical and objective way, including any possible disadvantages associated with the change and by exploring our employees’ opinions	0.939	20.005*
Responsiveness (α = 0.772; CR = 0.79; AVE = 0.56)	0.902	13.566*
RES1: We demonstrate our interest in building a closer relationship with customers through a range of actions (such as responding personally to their questions)	0.673	Fixed
RES2: We have a structured system for the continued improvement of customer satisfaction and service quality (surveys, customer complaint and relations management, etc.)	0.701	10.695*
RES3: We are ready to face new challenges and learn new skills	Deleted
RES4: We analyse our main functions to optimise them and minimise their failure rate	0.861	16.435*
Marketing culture (α = 0.806; CR = 0.83; AVE = 0.63)	0.830	13.867*
CUL1: We reward our branch personnel for their contributions to customer satisfaction and for improving service quality	0.735	Fixed
CUL2: We have sufficient authority and information to take decisions flexibly	0.750	16.369*
CUL3: We have the capability to implement innovations without the need for numerous rounds of approval at different levels in the hierarchy	Deleted
CUL4: The flexible interpretation of the work procedures, norms and policies are not regarded as a problem in our branch	0.884	16.672*
Customer satisfaction (α = 0.959; CR = 0.96; AVE = 0.83)
SAT1: My expectations have been met	0.918	27.518*
SAT2: I am satisfied with the value for money offered	0.870	21.249*
SAT3: I am satisfied with the service I have received	0.905	22.030*
SAT4: I am satisfied with the company	0.908	27.164*
SAT5: In general I am really satisfied	0.944	27.965*
Customer self-brand connection (α = 0.960; CR = 0.96; AVE = 0.86)
SEL1: My bank reflects who I am	0.911	25.970*
SEL2: I can identify with my bank	0.942	25.804*
SEL3: I feel a personal connection with my bank	0.927	26.988*
SEL4: My bank matches my personality	0.928	25.525*
Customer emotions during the service (CR = 0.79; AVE = 0.65)
Pleasure (α = 0.929; CR = 0.93; AVE = 0.69)	0.842	17.460*
PLE1: Angry/Glad	0.842	Fixed
PLE2: Sad/Cheerful	0.887	29.017*
PLE3: Unhappy/Happy	0.899	27.465*
PLE4: Dissatisfied/Satisfied	0.851	22.065*
PLE5: Disappointed/Excited	0.805	18.137*
PLE6: Annoyed/Pleased	0.695	14.818*
Arousal (α = 0.924; CR = 0.93; AVE = 0.81)	0.771	11.240*
ARO7: Indifferent/Unexpected	0.817	Fixed
ARO8: Not amazed at all/Very amazed	0.943	20.665*
ARO9: Not fascinated at all/Very fascinated	0.936	18.836*
Customer engagement (α = 0.928; CR = 0.93; AVE = 0.77)
ENG1: I feel valued in my interactions with the branch	0.815	20.201*
ENG2: I feel as though I have a personal relationship with my branch	0.912	25.611*
ENG3: I consider that people in my branch are concerned about me as a person	0.900	26.070*
ENG4: I feel an emotional link with my branch	0.882	22.812*
Customer attitudinal loyalty (α = 0.953; CR = 0.95; AVE = 0.84)
LOY1: I try to visit my usual branch every time I need financial services	0.916	26.294*
LOY2: I will try to continue with my usual branch in the coming years	0.922	26.883*
LOY3: I will encourage my relatives and friends to become customers at this branch	Deleted
LOY4: As long as I continue to be treated in the same way I do not expect I will change my bank branch	0.902	23.765*
LOY5: When I need a financial service I will come to this branch	0.921	26.419*

Notes:

Fit of the model: χ²=1018.241, df = 571, χ²/df = 1.783; NFI = 0.945; NNFI = 0.965; IFI = 0.975; CFI= 0.975; RMSEA = 0.042;

p < 0.01

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