I.

ANALYSIS CRONBACH’S ALPHA

1. TANGIBLE

Scale: ALL VARIABLES

Case Processing Summary

N %
Valid 134 100.0
a
Cases Excluded 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.690 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
HH1 14.32 5.603 .548 .601
HH2 14.45 5.813 .434 .645
HH3 14.34 5.971 .382 .666
HH4 14.78 5.634 .423 .651
HH5 14.89 5.363 .453 .638
Analysis:

2. RELIABILITY
Scale: ALL VARIABLES

Case Processing Summary

N %
Valid 134 100.0
Cases Excludeda 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.665 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
TC1 14.40 6.874 .348 .645
TC2 14.28 6.307 .459 .594
TC3 14.08 6.813 .376 .632
TC4 14.04 6.374 .462 .594
TC5 14.18 6.314 .446 .600
Analysis:

3. RESPONSINESS

Scale: ALL VARIABLES

 Case Processing Summary
N %
Valid 134 100.0
a
Cases Excluded 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.713 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
PH1 14.12 6.482 .514 .647
PH2 14.32 7.438 .303 .728
PH3 13.81 6.544 .469 .666
PH4 13.96 6.314 .514 .646
PH5 13.85 6.579 .566 .629

Analysis:

4. ASSURANCE

Scale: ALL VARIABLES

 Case Processing Summary
N %
Valid 134 100.0
a
Cases Excluded 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.616 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
DB1 13.80 5.440 .388 .552
DB2 13.95 5.253 .415 .537
DB3 13.95 6.020 .320 .585
DB4 13.49 5.951 .301 .595
DB5 13.80 5.260 .423 .533

Analysis:

5. EMPATHY

Scale: ALL VARIABLES

Case Processing Summary

 N %
Valid 134 100.0
a
Cases Excluded 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.644 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
CT1 14.53 5.845 .370 .605
CT2 14.47 6.326 .344 .615
CT3 14.27 5.762 .454 .563
CT4 14.37 5.888 .395 .591
CT5 14.07 5.717 .421 .578
Analysis:

6. PERCEIVED QUALITY

Scale: ALL VARIABLES

Case Processing Summary

 N %
Valid 134 100.0
a
Cases Excluded 0 .0
Total 134 100.0

a. Listwise deletion based on all

variables in the procedure.

Reliability Statistics
Cronbach's N of Items
Alpha
.747 5

Item-Total Statistics
Scale Mean if Scale Corrected Cronbach's
Item Deleted Variance if Item-Total Alpha if Item
Item Deleted Correlation Deleted
CL1 13.80 6.628 .455 .723
CL2 13.88 6.151 .546 .690
CL3 13.84 6.078 .651 .654
CL4 13.85 6.549 .431 .733
CL5 13.77 6.345 .489 .711
Analysis:

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling
.846
Adequacy.
Bartlett's Test of Approx. Chi-Square 1435.34
Sphericity 6
 df 406
Sig. .000

Rotated Component Matrixa

Component
1 2 3 4 5 6 7 8
TC5 .683
CT5 .681
TC4 .616
 DB4 .542
PH3
CT1 .683
CL3 .645
CL1 .585
CL2 .527
CT2
DB1 .853
CL5 .544 .594
DB5 .551
PH5
HH2 .773
TC3 .628
HH1 .543
TC2 .759
TC1 .757
CL4
DB3 .827
DB2
CT4
HH3 .779
HH5
PH4
PH1
HH4 .698
CT3

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.a
a. Rotation converged in 15 iterations.

Correlations
Correlations
CL HH TC PH DB CT
** ** ** **
CL Pearson 1 .467 .535 .636 .649 .686**
Correlation
 Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134
Pearson
.467** 1 .546** .495** .420** .465**
Correlation
HH
Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134
Pearson
.535** .546** 1 .647** .454** .630**
Correlation
TC
Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134
Pearson
.636** .495** .647** 1 .567** .628**
Correlation
PH
Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134
Pearson
.649** .420** .454** .567** 1 .613**
Correlation
DB
Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134
Pearson
.686** .465** .630** .628** .613** 1
Correlation
CT
Sig. (2-tailed) .000 .000 .000 .000 .000
N 134 134 134 134 134 134

**. Correlation is significant at the 0.01 level (2-tailed).

Phâ n tích:

Regression

Variables Entered/Removeda
Model Variables Variables Method
Entered Removed
 CT, HH, DB,
1 . Enter
TC, PHb

a. Dependent Variable: CL
b. All requested variables entered.

Model Summaryb
Model R R Square Adjusted R Std. Error of Durbin-
Square the Estimate Watson
1 .771a .594 .578 .39678 2.139

a. Predictors: (Constant), CT, HH, DB, TC, PH

b. Dependent Variable: CL

ANOVAa
Model Sum of df Mean F Sig.
Squares Square
Regression 29.497 5 5.899 37.472 .000b
1 Residual 20.152 128 .157
Total 49.649 133
a. Dependent Variable: CL
b. Predictors: (Constant), CT, HH, DB, TC, PH

Coefficientsa
Model Unstandardized Standardized t Sig. Collineari
Coefficients Coefficients ty
Statistics
B Std. Error Beta Toleranc
e
 (Constant
.052 .267 .194 .846
)
HH .083 .074 .078 1.117 .266 .648
1 TC .013 .083 .013 .159 .874 .458
PH .219 .082 .223 2.674 .008 .455
DB .305 .081 .282 3.750 .000 .561
CT .345 .089 .329 3.888 .000 .443

Coefficientsa
Model Collinearity Statistics
VIF
(Constant)
HH 1.543
TC 2.182
1
PH 2.196
DB 1.783
CT 2.256

a. Dependent Variable: CL