Table 4 Summary of the results after...

Table 4

Summary of the results after factor, reliability and validity analyses

Items	Load	t-value
*CSR TOWARDS THE SOCIETY (α = 0.903; CR = 0.91; AVE = 0.71)*
CSRS1: They are aware of social issues	0.829	27.025*
CSRS2: They are committed to ethical principles	Deleted
CSRS3: The premises are adapted and accessible to everybody	0.709	21.573*
CSRS4: They are committed to improving the well-being of the neighborhood/city in which they operate	0.919	31.861*
CSRS5: Incorporate measures for the protection of the general environment	0.898	30.670*
*CSR TOWARDS THE CUSTOMER (α = 0.901; CR = 0.91; AVE = 0.76)*
CSRC1: In my branch, they are honest with their customers	Deleted
CSRC2: They offer complete information on the different products transparently	0.889	30.334*
CSRC3: They make an effort to learn about my needs	0.815	26.420*
CSRC4: They have mechanisms in place to resolve customers' complaints	0.914	31.742*
CSRC5: They fulfill their contractual obligations with the customer	Deleted
*EMOTIONS ASSOCIATED WITH THE SERVICE (CR = 0.84; AVE = 0.73)*
Pleasure (α = 0.952; CR = 0.95; AVE = 0.77)	0.979	22.428*
EMO1.1: Angry/Glad	0.821	Fixed
EMO1.2: Sad/Cheerful	0.892	30.644*
EMO1.3: Unhappy/Happy	0.903	31.267*
EMO1.4: Dissatisfied/Satisfied	0.908	31.571*
EMO1.5: Disappointed/Excited	0.890	30.502*
EMO1.6: Annoyed/Pleased	0.851	28.355*
Arousal (α = 0.936; CR = 0.94; AVE = 0.83)	0.707	17.656*
EMO2.1: Indifferent/Unexpected	0.858	Fixed
EMO2.2: Not amazed at all/Very amazed	0.956	37.746*
EMO2.3: Not fascinated at all/Very fascinated	0.924	35.735*
*OUTCOME QUALITY (CR = 0.86; AVE = 0.61)*
Service conditions (α = 0.909; CR = 0.92; AVE = 0.74)	0.941	27.449*
OUT1.1: On the whole, the service I have received is fitting	0.885	Fixed
OUT1.2: Compared with other banks the level of quality here is acceptable	0.897	35.954*
OUT1.3: I received the service I expected	0.732	24.530*
OUT1.4: I am happy with the outcome I obtained	0.925	38.499*
Product conditions (α = 0.931; CR = 0.93; AVE = 0.82)	0.765	22.281*
OUT2.1: The variety and characteristics of the products offered are adequate	0.936	Fixed
OUT2.2: The convenience of the products offered is adequate	0.951	48.105*
OUT2.3: Based on my experience, the overall quality of the products offered is adequate	0.831	33.841*
Price conditions (α = 0.911; CR = 0.90; AVE = 0.65)	0.665	15.864*
OUT3.1: The total cost that they generate is reasonable	0.734	Fixed
OUT3.2: Interest or commission payments are justified	0.813	22.028*
OUT3.3: The charges I have to pay are normal for the quality of service offered	0.887	24.107*
OUT3.4: There are no hidden costs in the services offered	0.869	23.611*
OUT3.5: Information is provided about any modifications to charges	0.807	21.848*
Access conditions (α = 0.825; CR = 0.83; AVE = 0.61)	0.737	17.220*
OUT4.1: I usually get an agile and quick service	0.770	Fixed
OUT4.2: I do not have to go far to visit my bank branch	Deleted
OUT4.3: The total effort I make to carry out the management in the bank is reasonable	0.792	20.378*
OUT4.4: The number of tellers attending the public is sufficient	0.786	20.252*
*CUSTOMER SATISFACTION (α = 0.966; CR = 0.97; AVE = 0.88)*
SAT1: My expectations have been met	0.933	33.456*
SAT2: I am satisfied with the value for money offered	0.915	32.328*
SAT3: I am satisfied with the service I have received	Deleted
SAT4: I am satisfied with the company	0.941	33.975*
SAT5: In general I am really satisfied	0.959	35.162*
*CUSTOMER TRUST (α = 0.927; CR = 0.93; AVE = 0.73)*
TRU1: I trust the professional competence of the staff in my branch	0.909	31.739*
TRU2: This branch has sufficient technical resources (installations, technology, etc.)	0.795	25.627*
TRU3: The employees in this branch are sufficiently well trained	0.747	23.444*
TRU4: I trust the good intentions of the staff in this branch	0.897	31.075*
TRU5: I consider that behavior in general is ethical	Deleted
TRU6: This bank is serious and keeps its promises	0.901	31.267*
*CUSTOMER ENGAGEMENT (α = 0.938; CR = 0.94; AVE = 0.79)*
ENG1: I feel valued in my interactions with the branch	0.866	29.184*
ENG2: I feel as though I have a personal relationship with my branch	0.905	31.406*
ENG3: I consider that people in my branch are concerned about me as a person	0.922	32.431*
ENG4: I feel an emotional link with my branch	0.870	29.431*
Fit of the model: χ²/df = 487.782/261 = 1.868; NFI = 0.968; NNFI = 0.977; IFI = 0.981; CFI = 0.981; SRMR = 0.031; RMSEA = 0.034

Items	Load	t-value
CSR TOWARDS THE SOCIETY (α = 0.903; CR = 0.91; AVE = 0.71)
CSRS1: They are aware of social issues	0.829	27.025*
CSRS2: They are committed to ethical principles	Deleted
CSRS3: The premises are adapted and accessible to everybody	0.709	21.573*
CSRS4: They are committed to improving the well-being of the neighborhood/city in which they operate	0.919	31.861*
CSRS5: Incorporate measures for the protection of the general environment	0.898	30.670*
CSR TOWARDS THE CUSTOMER (α = 0.901; CR = 0.91; AVE = 0.76)
CSRC1: In my branch, they are honest with their customers	Deleted
CSRC2: They offer complete information on the different products transparently	0.889	30.334*
CSRC3: They make an effort to learn about my needs	0.815	26.420*
CSRC4: They have mechanisms in place to resolve customers' complaints	0.914	31.742*
CSRC5: They fulfill their contractual obligations with the customer	Deleted
EMOTIONS ASSOCIATED WITH THE SERVICE (CR = 0.84; AVE = 0.73)
Pleasure (α = 0.952; CR = 0.95; AVE = 0.77)	0.979	22.428*
EMO1.1: Angry/Glad	0.821	Fixed
EMO1.2: Sad/Cheerful	0.892	30.644*
EMO1.3: Unhappy/Happy	0.903	31.267*
EMO1.4: Dissatisfied/Satisfied	0.908	31.571*
EMO1.5: Disappointed/Excited	0.890	30.502*
EMO1.6: Annoyed/Pleased	0.851	28.355*
Arousal (α = 0.936; CR = 0.94; AVE = 0.83)	0.707	17.656*
EMO2.1: Indifferent/Unexpected	0.858	Fixed
EMO2.2: Not amazed at all/Very amazed	0.956	37.746*
EMO2.3: Not fascinated at all/Very fascinated	0.924	35.735*
OUTCOME QUALITY (CR = 0.86; AVE = 0.61)
Service conditions (α = 0.909; CR = 0.92; AVE = 0.74)	0.941	27.449*
OUT1.1: On the whole, the service I have received is fitting	0.885	Fixed
OUT1.2: Compared with other banks the level of quality here is acceptable	0.897	35.954*
OUT1.3: I received the service I expected	0.732	24.530*
OUT1.4: I am happy with the outcome I obtained	0.925	38.499*
Product conditions (α = 0.931; CR = 0.93; AVE = 0.82)	0.765	22.281*
OUT2.1: The variety and characteristics of the products offered are adequate	0.936	Fixed
OUT2.2: The convenience of the products offered is adequate	0.951	48.105*
OUT2.3: Based on my experience, the overall quality of the products offered is adequate	0.831	33.841*
Price conditions (α = 0.911; CR = 0.90; AVE = 0.65)	0.665	15.864*
OUT3.1: The total cost that they generate is reasonable	0.734	Fixed
OUT3.2: Interest or commission payments are justified	0.813	22.028*
OUT3.3: The charges I have to pay are normal for the quality of service offered	0.887	24.107*
OUT3.4: There are no hidden costs in the services offered	0.869	23.611*
OUT3.5: Information is provided about any modifications to charges	0.807	21.848*
Access conditions (α = 0.825; CR = 0.83; AVE = 0.61)	0.737	17.220*
OUT4.1: I usually get an agile and quick service	0.770	Fixed
OUT4.2: I do not have to go far to visit my bank branch	Deleted
OUT4.3: The total effort I make to carry out the management in the bank is reasonable	0.792	20.378*
OUT4.4: The number of tellers attending the public is sufficient	0.786	20.252*
CUSTOMER SATISFACTION (α = 0.966; CR = 0.97; AVE = 0.88)
SAT1: My expectations have been met	0.933	33.456*
SAT2: I am satisfied with the value for money offered	0.915	32.328*
SAT3: I am satisfied with the service I have received	Deleted
SAT4: I am satisfied with the company	0.941	33.975*
SAT5: In general I am really satisfied	0.959	35.162*
CUSTOMER TRUST (α = 0.927; CR = 0.93; AVE = 0.73)
TRU1: I trust the professional competence of the staff in my branch	0.909	31.739*
TRU2: This branch has sufficient technical resources (installations, technology, etc.)	0.795	25.627*
TRU3: The employees in this branch are sufficiently well trained	0.747	23.444*
TRU4: I trust the good intentions of the staff in this branch	0.897	31.075*
TRU5: I consider that behavior in general is ethical	Deleted
TRU6: This bank is serious and keeps its promises	0.901	31.267*
CUSTOMER ENGAGEMENT (α = 0.938; CR = 0.94; AVE = 0.79)
ENG1: I feel valued in my interactions with the branch	0.866	29.184*
ENG2: I feel as though I have a personal relationship with my branch	0.905	31.406*
ENG3: I consider that people in my branch are concerned about me as a person	0.922	32.431*
ENG4: I feel an emotional link with my branch	0.870	29.431*
Fit of the model: χ²/df = 487.782/261 = 1.868; NFI = 0.968; NNFI = 0.977; IFI = 0.981; CFI = 0.981; SRMR = 0.031; RMSEA = 0.034

Note(s): IR = individual reliability; CR = composite reliability; AVE = average variance extracted.*p < 0.001

Source(s): Authors own creation

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