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

From: Consumer evaluation of complaint handling in the Dutch health insurance market

Construct Items n Mean (SD) Loadings Average variance extracted Composite reliability Alpha
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    
  1. * We only used data of the cases that provided answers to all items
  2. **7-point Likert-type scale used (Strongly Disagree [1] to Strongly Agree [7])
  3. † R = reversed item