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1ST RUN

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .848 1891.791 105 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre They know my name I believe there is less risk that something will go wrong in this automotive I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service I get discount or deals from this service centre that most consumers don't The price I get from this service centre are better than those other customer get. They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .787

1.000

.730

1.000

.791

1.000 1.000 1.000 1.000

.761 .695 .712 .675

1.000

.717

1.000 1.000

.730 .704

1.000

.766

1.000

.795

1.000

.781

1.000 1.000

.701 .300

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a d in o tsa t io n S u m s o f S q u a re d L o a d in g s Rg C o m p o n e n t T o t a l % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % 1 6.031 40.208 4 0.20 8 6 .0 3 1 40 .2 0 8 40 .2 0 8 3 .0 9 5 2 0 .6 3 6 20 .6 3 6 2 1.846 12.308 5 2.51 7 1 .8 4 6 12 .3 0 8 52 .5 1 7 2 .6 8 8 1 7 .9 1 8 38 .5 5 4 3 1.615 10.768 6 3.28 5 1 .6 1 5 10 .7 6 8 63 .2 8 5 2 .5 9 2 1 7 .2 8 2 55 .8 3 6 4 1.153 7.689 7 0.97 4 1 .1 5 3 7 .6 8 9 70 .9 7 4 2 .2 7 1 1 5 .1 3 8 70 .9 7 4 5 .84 8 5.650 7 6.62 5 6 .59 7 3.978 8 0.60 3 7 .50 9 3.394 8 3.99 7 8 .45 4 3.024 8 7.02 1 9 .38 7 2.580 8 9.60 1 10 .34 7 2.315 9 1.91 5 11 .30 1 2.005 9 3.92 1 12 .26 6 1.774 9 5.69 4 13 .25 5 1.700 9 7.39 5 14 .21 7 1.444 9 8.83 8 15 .17 4 1.162 10 0.0 00 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

Component 1 I have less anxiety when I use this service centre. I get the service center highest level of service I have more confidence that service in this service center will be performed correctly I have developed a friendship with the automotive service centre I feel I can trust this service centre. They know my name I am placed higher in the priority list when there is a line. I enjoy certain social aspects of the relationship with this automotive service centre I am familiar with the employees who perform the service I believe there is less risk that something will go wrong in this automotive I am recognized by certain employees in this service center I get discount or deals from this service centre that most consumers don't The price I get from this service centre are better than those other customer get. They do service for me that they don't for most of the customers. I get master service then most customers. .740 .721 2 3 4

.713

.694 .685 .682 .668 .494

.501

.617

.531

.599

-.456

.593

-.431

.593

-.508

.585

.631

.590

.624

.586

.639 .424

Extraction Method: Principal Component Analysis. a. 4 components extracted.

2ND RUN

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .840 1679.518 91 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre They know my name I believe there is less risk that something will go wrong in this automotive I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service The price I get from this service centre are better than those other customer get. They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .789

1.000

.751

1.000

.798

1.000 1.000 1.000 1.000

.760 .683 .732 .680

1.000

.727

1.000 1.000

.730 .705

1.000

.799

1.000

.799

1.000 1.000

.710 .315

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a dR ogt s t io n S u m s o f S q u a re d L o a d in g s in a C o m p o n e n t T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % C C C 1 5.734 40.961 4 0.96 1 5 .7 3 4 4 0 .9 6 1 40 .9 6 1 3 .0 2 8 2 1 .6 2 8 2 1 .6 2 8 2 1.646 11.754 5 2.71 4 1 .6 4 6 1 1 .7 5 4 52 .7 1 4 2 .4 1 5 1 7 .2 5 3 3 8 .8 8 1 3 1.445 10.322 6 3.03 6 1 .4 4 5 1 0 .3 2 2 63 .0 3 6 2 .2 9 1 1 6 .3 6 6 5 5 .2 4 7 4 1.153 8.236 7 1.27 2 1 .1 5 3 8 .2 3 6 71 .2 7 2 2 .2 4 4 1 6 .0 2 5 7 1 .2 7 2 5 .842 6.013 7 7.28 5 6 .593 4.233 8 1.51 8 7 .506 3.612 8 5.13 0 8 .427 3.049 8 8.17 9 9 .385 2.749 9 0.92 7 10 .325 2.318 9 3.24 6 11 .270 1.931 9 5.17 7 12 .255 1.823 9 7.00 1 13 .218 1.558 9 8.55 8 14 .202 1.442 1 00.000 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

Component 1 I have less anxiety when I use this service centre. I get the service center highest level of service I have more confidence that service in this service center will be performed correctly They know my name I feel I can trust this service centre. I have developed a friendship with the automotive service centre I am placed higher in the priority list when there is a line. I enjoy certain social aspects of the relationship with this automotive service centre I believe there is less risk that something will go wrong in this automotive They do service for me that they don't for most of the customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I get master service then most customers. The price I get from this service centre are better than those other customer get. .751 .746 2 3 4

.735 .713 .710 .707 .507

.653

.638

.535

.583

.529

.564

-.446

.531

.573

.642

.583

.600

.537

.702

Extraction Method: Principal Component Analysis. a. 4 components extracted.

a Rotated Component Matrix

Component 1 I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I feel I can trust this service centre. I get the service center highest level of service I am recognized by certain employees in this service center I am familiar with the employees who perform the service I believe there is less risk that something will go wrong in this automotive They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. The price I get from this service centre are better than those other customer get. I get master service then most customers. I enjoy certain social aspects of the relationship with this automotive service centre I have developed a friendship with the automotive service centre They know my name .791 2 3 4

.769 .765 .756 .835

.817

.465

.708

.863

.753

.571

.687

.517

.817

.817 .416 .682

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 6 iterations.

Component Transformation Matrix Component 1 2 3 4 1 .627 -.100 -.494 -.594 2 .440 .835 .325 .053 3 .431 -.511 .740 -.076 4 .478 -.178 -.319 .799

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

3RD RUN

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .845 1476.614 78 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre They know my name I believe there is less risk that something will go wrong in this automotive I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .842

1.000

.724

1.000

.795

1.000 1.000 1.000 1.000

.780 .652 .750 .726

1.000

.749

1.000 1.000 1.000

.730 .689 .715

1.000 1.000

.706 .495

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a dR ogt s t io n S u m s o f S q u a re d L o a d in g s in a C o m p o n e n t T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % C C C 1 5.487 42.208 42.20 8 5 .4 8 7 4 2 .2 0 8 42 .2 0 8 2 .9 7 1 2 2 .8 5 0 22 .8 5 0 2 1.641 12.623 54.83 1 1 .6 4 1 1 2 .6 2 3 54 .8 3 1 2 .2 3 7 1 7 .2 1 1 40 .0 6 2 3 1.154 8.877 63.70 7 1 .1 5 4 8 .8 7 7 63 .7 0 7 2 .2 2 5 1 7 .1 1 5 57 .1 7 6 4 1.069 8.225 71.93 2 1 .0 6 9 8 .2 2 5 71 .9 3 2 1 .9 1 8 1 4 .7 5 6 71 .9 3 2 5 .77 5 5.960 77.89 2 6 .58 1 4.470 82.36 2 7 .47 8 3.674 86.03 6 8 .41 3 3.176 89.21 1 9 .37 5 2.883 92.09 5 10 .29 1 2.236 94.33 1 11 .26 7 2.055 96.38 5 12 .25 2 1.937 98.32 2 13 .21 8 1.678 100.0 00 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

Component 1 I get the service center highest level of service I have less anxiety when I use this service centre. I have more confidence that service in this service center will be performed correctly They know my name I feel I can trust this service centre. I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre I am placed higher in the priority list when there is a line. I believe there is less risk that something will go wrong in this automotive They do service for me that they don't for most of the customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I get master service then most customers. .766 .761 2 3 4

.752 .737 .725 .722 .487

.645

.510

.634

.408

.570

-.519

.530

.506

.418

.560

-.629

.561

-.579 .475

Extraction Method: Principal Component Analysis. a. 4 components extracted.

a Rotated Component Matrix

Component 1 I have more confidence that service in this service center will be performed correctly I feel I can trust this service centre. I have less anxiety when I use this service centre. I get the service center highest level of service I enjoy certain social aspects of the relationship with this automotive service centre I have developed a friendship with the automotive service centre They know my name I am recognized by certain employees in this service center I am familiar with the employees who perform the service I believe there is less risk that something will go wrong in this automotive They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. .808 2 3 4

.800 .751 .735

.839

.810 .651 .880

.798

.429

.737

.798

.747 .699

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 6 iterations.

Component Transformation Matrix Component 1 2 3 4 1 .650 .057 -.641 -.405 2 .501 .146 .762 -.383 3 .425 -.792 .089 .430 4 .384 .590 -.008 .710

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

4TH RUN

Factor Analysis
KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .843 1305.272 66 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre They know my name I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .743

1.000

.698

1.000

.654

1.000 1.000 1.000

.529 .572 .732

1.000

.758

1.000 1.000 1.000

.671 .694 .705

1.000 1.000

.646 .395

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a dR ogt a t io n S u m s o f S q u a re d L o a d in g s in s C o m p o n e n t T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % C C C 1 5.208 4 3.401 4 3.401 5 .2 0 8 43 .4 0 1 4 3 .4 0 1 3 .0 8 1 2 5 .6 7 8 25 .6 7 8 2 1.474 1 2.283 5 5.684 1 .4 7 4 12 .2 8 3 5 5 .6 8 4 2 .4 4 1 2 0 .3 4 2 46 .0 1 9 3 1.114 9.287 6 4.971 1 .1 1 4 9 .2 8 7 6 4 .9 7 1 2 .2 7 4 1 8 .9 5 1 64 .9 7 1 4 .960 8.001 7 2.972 5 .774 6.450 7 9.422 6 .504 4.199 8 3.621 7 .439 3.656 8 7.277 8 .401 3.339 9 0.616 9 .357 2.977 9 3.593 10 .280 2.336 9 5.929 11 .253 2.107 9 8.036 12 .236 1.964 10 0.000 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

1 I get the service center highest level of service I have more confidence that service in this service center will be performed correctly I have developed a friendship with the automotive service centre I have less anxiety when I use this service centre. They know my name I feel I can trust this service centre. I enjoy certain social aspects of the relationship with this automotive service centre I am placed higher in the priority list when there is a line. They do service for me that they don't for most of the customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I get master service then most customers. .768

Component 2

.756

-.426

.746 .744 .741 .729 -.446

.673

.652

.418

.547

.528

.520

-.636

.532

-.621 .431

Extraction Method: Principal Component Analysis. a. 3 components extracted.

a Rotated Component Matrix

1 I have more confidence that service in this service center will be performed correctly I feel I can trust this service centre. I get the service center highest level of service I have less anxiety when I use this service centre. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre They know my name I enjoy certain social aspects of the relationship with this automotive service centre They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. .835

Component 2

.828 .762 .761 .854

.811

.621 .419 .508 .483

.414

.473

.821

.721 .625

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 4 iterations.

Component Transformation Matrix Component 1 2 3 1 .693 .083 -.716 2 .526 -.738 .423 3 .494 .669 .555

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

5TH RUN

Factor Analysis

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .818 1136.119 55 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I enjoy certain social aspects of the relationship with this automotive service centre I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .783

1.000

.757

1.000

.614

1.000

.472

1.000

.736

1.000

.764

1.000 1.000 1.000

.670 .687 .725

1.000 1.000

.672 .410

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a dR ogt s t io n S u m s o f S q u a re d L o a d in g s in a C o m p o n e n t T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % T o t a l % o f V a ria n c eu m u la t iv e % C C C 1 4.714 42.851 42.851 4 .7 1 4 42 .8 5 1 4 2 .8 5 1 2 .9 9 0 2 7 .1 8 0 2 7 .1 8 0 2 1.468 13.346 56.197 1 .4 6 8 13 .3 4 6 5 6 .1 9 7 2 .1 6 4 1 9 .6 6 9 4 6 .8 4 9 3 1.107 10.068 66.265 1 .1 0 7 10 .0 6 8 6 6 .2 6 5 2 .1 3 6 1 9 .4 1 6 6 6 .2 6 5 4 .894 8.129 74.394 5 .749 6.811 81.206 6 .457 4.157 85.363 7 .437 3.969 89.332 8 .391 3.553 92.885 9 .280 2.549 95.434 10 .257 2.339 97.773 11 .245 2.227 100.000 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

1 I have more confidence that service in this service center will be performed correctly I get the service center highest level of service I have less anxiety when I use this service centre. I feel I can trust this service centre. I have developed a friendship with the automotive service centre I am placed higher in the priority list when there is a line. I enjoy certain social aspects of the relationship with this automotive service centre They do service for me that they don't for most of the customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I get master service then most customers. .771

Component 2

3 -.409

.768 .759 .740 .730 -.434

.669

.400

.650

.562

.518

.515

-.647

.540

-.641 .425

Extraction Method: Principal Component Analysis. a. 3 components extracted.

a Rotated Component Matrix

1 I have more confidence that service in this service center will be performed correctly I feel I can trust this service centre. I get the service center highest level of service I have less anxiety when I use this service centre. They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. I enjoy certain social aspects of the relationship with this automotive service centre I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre .841

Component 2

.834 .768 .758 .833

.739 .637

.449

.412

.876

.847

.405

.571

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 5 iterations.

Component Transformation Matrix Component 1 2 3 1 .722 .050 -.690 2 .501 .650 .572 3 .477 -.758 .445

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

6TH RUN

Factor Analysis

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .817 989.611 45 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .833

1.000

.792

1.000 1.000

.528 .740

1.000

.767

1.000 1.000 1.000

.665 .684 .727

1.000 1.000

.716 .458

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a d in o tsa t io n S u m s o f S q u a re d L o a d in g s Rg % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % 43.496 43.496 4 .3 5 0 43 .4 9 6 43 .4 9 6 2 .9 8 7 2 9 .8 7 4 29 .8 7 4 14.680 58.176 1 .4 6 8 14 .6 8 0 58 .1 7 6 1 .9 6 1 1 9 .6 1 3 49 .4 8 7 10.908 69.084 1 .0 9 1 10 .9 0 8 69 .0 8 4 1 .9 6 0 1 9 .5 9 7 69 .0 8 4 7.786 76.870 5.914 82.784 4.561 87.345 4.241 91.587 3.155 94.742 2.774 97.516 2.484 10 0.0 00

C om pon ent T otal 1 4.350 2 1.468 3 1.091 4 .77 9 5 .59 1 6 .45 6 7 .42 4 8 .31 6 9 .27 7 10 .24 8

E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

1 I have more confidence that service in this service center will be performed correctly I get the service center highest level of service I have less anxiety when I use this service centre. I feel I can trust this service centre. I have developed a friendship with the automotive service centre I am placed higher in the priority list when there is a line. They do service for me that they don't for most of the customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I get master service then most customers. .785

Component 2

.778 .776 .752 .692 -.417

.681

.556

.518

.524

-.648

.548

-.641 .425

Extraction Method: Principal Component Analysis. a. 3 components extracted.

a Rotated Component Matrix

1 I have more confidence that service in this service center will be performed correctly I feel I can trust this service centre. I get the service center highest level of service I have less anxiety when I use this service centre. They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service I have developed a friendship with the automotive service centre .850

Component 2

.843 .772 .752 .828

.759 .675 .902

.866

.416

.500

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 5 iterations.

Component Transformation Matrix Component 1 2 3 1 .763 .048 -.645 2 .467 .648 .601 3 .447 -.760 .472

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

FINAL RUN Factor Analysis

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .789 871.764 36 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .849

1.000 1.000

.820 .741

1.000

.765

1.000 1.000 1.000

.685 .687 .722

1.000 1.000

.722 .474

Extraction Method: Principal Component Analysis.

T o ta l V a r i a n c e E x p l a i n e d I n it ia l E ig e n v a lu e s E x t ra c t io n S u m s o f S q u a re d L o a d in g tsa t io n S u m s o f S q u a re d L o a d in g s Ro C o m p o n e n t T o t a l % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % T o t a l % o f V a ria n cCeu m u la t iv e % 1 3.937 43.743 4 3.74 3 3 .9 3 7 43 .7 4 3 43 .7 4 3 2 .8 5 8 3 1 .7 5 3 31 .7 5 3 2 1.452 16.137 5 9.88 0 1 .4 5 2 16 .1 3 7 59 .8 8 0 1 .8 8 4 2 0 .9 3 3 52 .6 8 6 3 1.076 11.955 7 1.83 5 1 .0 7 6 11 .9 5 5 71 .8 3 5 1 .7 2 3 1 9 .1 4 9 71 .8 3 5 4 .771 8.56 3 8 0.39 8 5 .461 5.11 7 8 5.51 5 6 .430 4.77 4 9 0.28 9 7 .340 3.78 3 9 4.07 3 8 .282 3.13 6 9 7.20 8 9 .251 2.79 2 10 0.0 00 E x t ra c t io n M e t h o d : P rin c ip a l C o m p o n e n t A n a ly s is .

a Component Matrix

1 I have less anxiety when I use this service centre. I have more confidence that service in this service center will be performed correctly I get the service center highest level of service I feel I can trust this service centre. I am placed higher in the priority list when there is a line. They do service for me that they don't for most of the customers. I am familiar with the employees who perform the service I am recognized by certain employees in this service center I get master service then most customers. .800

Component 2

.791

.791 .761 .691 -.401

.560

-.519

.531

.652

.500

.651 -.420

.418

Extraction Method: Principal Component Analysis. a. 3 components extracted.

a Rotated Component Matrix

1 I have more confidence that service in this service center will be performed correctly I feel I can trust this service centre. I get the service center highest level of service I have less anxiety when I use this service centre. They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. I am recognized by certain employees in this service center I am familiar with the employees who perform the service .853

Component 2

.847 .775 .756 .824

.763 .686 .907

.877

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 5 iterations.

Component Transformation Matrix Component 1 2 3 1 .789 .014 -.614 2 .478 -.642 .599 3 .386 .766 .514

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

Factor Analysis for Loyalty Intention Factor Analysis

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .789 871.764 36 .000

Communalities Initial I am recognized by certain employees in this service center I am familiar with the employees who perform the service I feel I can trust this service centre. I have more confidence that service in this service center will be performed correctly I have less anxiety when I use this service centre. I get the service center highest level of service They do service for me that they don't for most of the customers. I am placed higher in the priority list when there is a line. I get master service then most customers. 1.000 Extraction .849

1.000 1.000

.820 .741

1.000

.765

1.000 1.000 1.000

.685 .687 .722

1.000 1.000

.722 .474

Extraction Method: Principal Component Analysis.

Component Transformation Matrix Component 1 2 3 1 .789 .014 -.614 2 .478 -.642 .599 3 .386 .766 .514

Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization.

Factor Analysis for Overall Satisfaction Factor Analysis

KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy. Bartlett's Test of Sphericity Approx. Chi-Square df Sig. .848 793.708 10 .000

Communalities Initial This service center does a good job in satisfying my needs. I believe that using this service centre is usually a very satisfying experience. I did the right thing using this service centre. I am very satisfied with my decision to use this service centre My choice to use this service centre has been a wise one. 1.000 Extraction .662

1.000 1.000 1.000

.719 .734 .792

1.000

.760

Extraction Method: Principal Component Analysis.

a Component Matrix

Compone nt 1 I am very satisfied with my decision to use this service centre My choice to use this service centre has been a wise one. I did the right thing using this service centre. I believe that using this service centre is usually a very satisfying experience. This service center does a good job in satisfying my needs. .890

.872 .857 .848

.813

Extraction Method: Principal Component Analysis. a. 1 components extracted.

a Rotated Component Matrix

a. Only one component was extracted. The solution cannot be rotated.

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