... actually delivered A five-point Likert-type scale is used in this study, anchored by - strongly disagree to―strongly agree Content validity (wording and meaning) was checked carefully by experts ... internal consistency It is commonly used as an estimate of the reliability of a psychometric test for a sample of study Exploratory Factor Analysis Exploratory factor analysis is a statistical ... Tangibility, followed by Empathy, and ultimately the level of Responsibility and Reliability Average gap score of the tangibility is -0.88, the highest in the evaluation criteria for the quality of...