Analysis of reliability of items and factor loading.

Table 3: Analysis of reliability of items and factor loading.

Dimension	No	Factor loading	Eigenvalue	Variance Explained	Cronbach's (sub-scale)	KMO(sub-scale)	KMO(total-scale)	Cronbach's (total-scale)
Tangibility	1	0.392	6.380	28.999	0.666	0.693	0.870	0.830
	2	0.673
	3	0.755
	4	0.681
Reliability	5	0.768	2.803	41.741	0.841	0.807
	6	0.730
	7	0.745
	8	0.744
Responsiveness	9	0.734	1.748	49.685	0.641	0.653
	10	0.655
	11	0.629
	12	0.757
	13	0.661
Assurance	14	0.755	1.092	54.648	0.284	0.510
	15	0.825
	16	0.627
	17	0.814
	18	0.612
Empathy	19	0.744	1.060	59.422	0.804	0.772
	20	0.778
	21	0.775
	22	0.675