Table 2 Exploratory factor analysis...

Table 2

Exploratory factor analysis (EFA) and reliability analysis results

Conceptual factors	Items	Loadings	Cronbach's alpha
Customer loyalty	BL1	0.817	0.885
	BL2	0.858
	BL3	0.821
	BL4	0.697
Customer satisfaction	SB1	0.762	0.895
	SB2	0.893
	SB3	0.786
	SB4	0.747
Tangibility	T2	0.811	0.848
	T4	0.830
	T5	0.766
Reliability	R1	0.698	0.852
	R2	0.670
	R3	0.836
	R4	0.885
Assurance	A1	0.747	0.842
	A2	0.865
	A3	0.715
	A4	0.595
	A5	0.588
Sincerity	S1	0.841	0.895
	S2	0.847
	S3	0.889
Personalization	P1	0.595	0.878
	P3	0.960
	P4	0.927
Formality	F2	0.845	0.834
	F3	0.695
	F4	0.846
Trust	BT1	0.528	0.889
	BT2	0.621
	BT3	0.755
	BT4	0.879
	BT5	0.908
	BT6	0.776

Conceptual factors	Items	Loadings	Cronbach's alpha
Customer loyalty	BL1	0.817	0.885
	BL2	0.858
	BL3	0.821
	BL4	0.697
Customer satisfaction	SB1	0.762	0.895
	SB2	0.893
	SB3	0.786
	SB4	0.747
Tangibility	T2	0.811	0.848
	T4	0.830
	T5	0.766
Reliability	R1	0.698	0.852
	R2	0.670
	R3	0.836
	R4	0.885
Assurance	A1	0.747	0.842
	A2	0.865
	A3	0.715
	A4	0.595
	A5	0.588
Sincerity	S1	0.841	0.895
	S2	0.847
	S3	0.889
Personalization	P1	0.595	0.878
	P3	0.960
	P4	0.927
Formality	F2	0.845	0.834
	F3	0.695
	F4	0.846
Trust	BT1	0.528	0.889
	BT2	0.621
	BT3	0.755
	BT4	0.879
	BT5	0.908
	BT6	0.776

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