Table 3 Correlation matrix of constructs
From: Consumer evaluation of complaint handling in the Dutch health insurance market
| Â | Complaint satisfaction | Overall satisfaction with company | Trust in the company | Functional quality | Technical quality |
|---|---|---|---|---|---|
Complaint satisfaction | 1.0 | Â | Â | Â | Â |
Overall satisfaction with company | 0.47 | 1.0 | Â | Â | Â |
Trust in the company | 0.57 | 0.8 | 1.0 | Â | Â |
Functional quality | 0.65 | 0.56 | 0.61 | 1.0 | Â |
Technical quality | 0.84 | 0.35 | 0.47 | 0.54 | 1.0 |