Instrument statements and reliability
| Construct | Item | Statement | F | α |
|---|---|---|---|---|
| Overall Service Quality (OSQ) | OSQ1 | The overall service quality is excellent | 0.881 | 0.814 |
| OSQ2 | The overall service quality is high quality | 0.820 | ||
| OSQ3 | The overall service quality is of a high standard | 0.816 | ||
| Customers’ Value (CV) | CV1 | I would choose this hotel service because it is good to pay for | 0.862 | 0.807 |
| CV2 | The hotel service offer is worthwhile | 0.835 | ||
| CV3 | The hotel service is good value for money | 0.902 | ||
| Customers’ Trust (CT) | CS1 | Many people I know use this hotel service | 0.852 | 0.826 |
| CS2 | My behaviour is shaped by people who also use this hotel | 0.826 | ||
| CS3 | The people I value their opinions also use the hotel | 0.836 | ||
| Customers’ Satisfaction (CST) | CST1 | This is my right choice to choose the hotel | 0.921 | 0.909 |
| CST2 | I am not ashamed of my decision to choose this hotel | 0.901 | ||
| CST3 | Overall, I am happy about this hotel | 0.898 | ||
| Attitudinal Loyalty (AL) | AL1 | I am a patron of this hotel due to its service quality effectiveness | 0.937 | 0.825 |
| AL2 | I am somebody who is positive about the hotel | 0.910 | ||
| AL3 | I am willing to refer someone to this hotel | 0.903 | ||
| Behavioural Loyalty (BL) | BL1 | This hotel is my first option | 0.821 | 0.812 |
| BL2 | I am of the notion of increasing more service seeking in future | 0.803 | ||
| BL3 | I will not increase service seeking in the coming years | 0.842 | ||
| Commitment (COM) | COM1 | I will keep on paying for the services offered by this hotel | 0.822 | 0.826 |
| COM2 | In future, I will be fully committed for its services | 0.871 | ||
| COM3 | I will not pay for this hotel’s service in future | 0.858 |
| Construct | Item | Statement | F | |
|---|---|---|---|---|
| Overall Service Quality ( | The overall service quality is excellent | 0.881 | 0.814 | |
| The overall service quality is high quality | 0.820 | |||
| The overall service quality is of a high standard | 0.816 | |||
| Customers’ Value ( | I would choose this hotel service because it is good to pay for | 0.862 | 0.807 | |
| The hotel service offer is worthwhile | 0.835 | |||
| The hotel service is good value for money | 0.902 | |||
| Customers’ Trust ( | Many people I know use this hotel service | 0.852 | 0.826 | |
| My behaviour is shaped by people who also use this hotel | 0.826 | |||
| The people I value their opinions also use the hotel | 0.836 | |||
| Customers’ Satisfaction ( | This is my right choice to choose the hotel | 0.921 | 0.909 | |
| I am not ashamed of my decision to choose this hotel | 0.901 | |||
| Overall, I am happy about this hotel | 0.898 | |||
| Attitudinal Loyalty ( | I am a patron of this hotel due to its service quality effectiveness | 0.937 | 0.825 | |
| I am somebody who is positive about the hotel | 0.910 | |||
| I am willing to refer someone to this hotel | 0.903 | |||
| Behavioural Loyalty ( | This hotel is my first option | 0.821 | 0.812 | |
| I am of the notion of increasing more service seeking in future | 0.803 | |||
| I will not increase service seeking in the coming years | 0.842 | |||
| Commitment ( | I will keep on paying for the services offered by this hotel | 0.822 | 0.826 | |
| In future, I will be fully committed for its services | 0.871 | |||
| COM3 | I will not pay for this hotel’s service in future | 0.858 |
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