Table 1: Comparison of the factor analysis between the four channel strata
Factor title |
Debit-card |
Telephone- |
Internet- |
Branch |
Factor |
Perceived Service Quality |
X |
X |
C | ||
Perceived Service Quality |
X |
X |
C | ||
Enjoyment with Technology |
X |
X |
X |
X |
A |
Preference for Technological |
X |
X |
X |
X |
A |
Desire for Control |
X |
X |
X |
X |
A |
Perceived Communication |
X |
X |
X |
X |
C |
Tangibles |
X |
X |
X |
X |
C |
Perceived Risk |
X - |
X |
X |
C | |
Perceived Service Quality of |
X |
X |
C | ||
Perceived Service Quality of |
X |
X |
C | ||
Enjoyment with Technology |
X |
A | |||
Enjoyment with Participation |
X |
X |
A |
Notes:
A = Affective factor
C = Cognitive factor
Perceived service quality five dimensions are the dimensions included in SERVPERF scale (Cronin
and Taylor, 1992). Perceived service quality four dimensions are all of these dimensions, with the
exception of the tangibles dimension.
Single-item factors for which calculation of Cronbach’s alpha is not possible.
Some differences emerged from the factor analysis compared to the variables that
were defined in the model:
• For the debit card and the branch channels, ‘perceived service quality’ comprised
items related to the five dimensions of SERVQUAL. For the telephone-based and the
Internet-based channels, it comprised items of four dimensions, excluding items related to
15
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