因子载荷 | 平均值 | Cronbach’s α | 累计方差解释率(%) | |
有形性(tangibles) | 0.88 | 16.78 | ||
T1 | 0.75 | 4.11 | ||
T2 | 0.78 | 4.05 | ||
T3 | 0.86 | 4.33 | ||
可靠性(reliability) | 0.75 | 14.25 | ||
R1 | 0.73 | 4.01 | ||
R2 | 0.67 | 4.12 | ||
R3 | 0.69 | 4.21 | ||
R4 | 0.61 | 4.03 | ||
R5 | 0.70 | 4.16 | ||
保证性(assurance) | 0.80 | 11.08 | ||
A1 | 0.77 | 4.02 | ||
A2 | 0.64 | 4.14 | ||
A3 | 0.75 | 4.11 | ||
A4 | 0.65 | 3.98 | ||
响应性(responsiveness) | 0.72 | 10.62 | ||
R1 | 0.61 | 4.09 | ||
R2 | 0.59 | 4.01 | ||
R3 | 0.58 | 3.96 | ||
R4 | 0.64 | 4.21 | ||
移情性(empathy) | 0.85 | 9.33 | ||
E1 | 0.77 | 4.12 | ||
E2 | 0.63 | 4.01 | ||
E3 | 0.73 | 4.12 | ||
E4 | 0.84 | 4.17 | ||
E5 | 0.75 | 4.21 |