Table 2 Scale items and descriptives for construct measures (N = 126 for factor 1-3, N = 101 for factors 4 and 5)*

Factor 1 Complaint satisfaction

I was satisfied with the complaint handling of company X**

141

4.2 (2.2)

0.76

0.70

0.87

0.87

I had a positive experience when complaining to company X

138

4.1 (2.0)

0.77

I am not satisfied with the handling of my complaint (R)^†

136

3.8 (2.2)

0.73

Factor 2 Overall satisfaction with company

Overall, to purchase a healthcare insurance from company X was a good decision

136

5.3 (1.4)

0.77

0.67

0.86

0.91

Overall, I am satisfied with company X

140

5.4 (1.4)

0.82

Overall, so far, I have had positive experiences with company X

142

5.4 (1.4)

0.60

Factor 3 Trust in the company

Company X is an organization that can be trusted at all times

139

5.2 (1.4)

0.76

0.67

0.89

0.94

Company X is an organization that is honest and truthful

137

5.1 (1.4)

0.80

Company X is an organization that can be counted on to do what is right

136

4.9 (1.6)

0.71

I have confidence in company X as an organization

139

5.3 (1.4)

0.66

Factor 4 Functional quality

The employee understood exactly my problem

122

5.1 (1.8)

0.60

0.55

0.91

0.89

The employee treated me in a courteous manner

120

5.8 (1.1)

0.67

The employee was honest in dealing with me during the encounter

117

5.2 (1.6)

0.61

The employee seemed to be interested in my problem

119

4.9 (1.7)

0.79

The employee seemed concerned about my problem

115

4.5 (1.9)

0.76

Company X responded quickly to my complaint

138

3.7 (2.2)

0.65

Company X gave me the opportunity to explain my point of view of the problem

138

4.9 (1.9)

0.57

Overall, the company's complaint handling procedure was fair

135

4.8 (1.6)

0.55

Factor 5 Technical quality

The outcome I received was fair

136

4.3 (2.3)

0.90

0.90

0.97

0.94

Given the inconvenience caused by the complaint, the outcome I received from company X was fair

131

4.1 (2.3)

0.91

The outcome I received was right

134

4.2 (2.3)

0.93