| 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 | ||