Table 2: Items, standardized loadings, CR and AVE
Dimensions Items
Completely
Standardized
Loadings
Composite
Reliability
Average
Variance
Extracted
Staff is friendly. .740
Staff can be trusted. .575
Staff is willing to help guests. .661
Quality of staff
a=.76
Staff understands specific needs
of the guests. .517
.894 .683
Information is accessible .726
Information is clear and accurate .941
Quality of
Information
a=.86 Information is reliable .816
.870 .693
Clean and tidy hotel (reception,
restaurant) .773
Clean and tidy rooms .851
Core Service Quality
a=.62
Catering offer. .397
.729 .493
1500
Additional activities offered by
the hotel (sports facilities,
entertainment,…)
.749 Supplement Service
Quality
a=.68 Additional activities offered in the
local area (possibilities for
excursions,…)
.696
.686 .522
General satisfaction with your
visit to this hotel. .831
I am pleased that I decided to
visit this hotel. .874
Visiting this hotel exceeded my
expectations. .637
Guest satisfaction
a=.81
I will speak highly of this hotel to
my friends and colleagues. .762
.860 .601
Overall, staying at this hotel has
been very valuable to me. .691
I have gained a lot of new
knowledge and experience. .546 Cognitive value
a=.62
Staying at this hotel is worth
every Euro paid. .550
.624 .360
I feel good in this hotel. .720
It gives me sense of joy that I
have decided to come to this
hotel.
.768 Emotional value
a=.79
I am delighted about this hotel. .771
.797 .567
The price of B&B/half board/full
board in this hotel is reasonable. .839 Perceived price
The prices of additional activities
offered at this hotel are favorable. .562
.667 .510