Table 4. Results of Exploratory Factor Analysis.

Component
1 2 3 4 5 6
Human Quality 1 .053 .744 .258 -.040 .071 -.015
Human Quality 2 .264 .854 .148 -.054 .017 .052
Human Quality 3 .254 .784 .025 .039 .175 .028
Human Quality 4 -.101 .612 .226 .253 .276 .403
Human Quality 5 -.025 .654 .046 .155 .252 .250
System Quality 1 .135 .171 .770 .007 .286 .007
System Quality 2 .028 .126 .837 .074 -.086 -.254
System Quality 3 .024 .189 .802 .157 -.092 .195
Result Quality 1 -.049 .021 .292 .777 .209 .276
Result Quality 2 .013 .130 -.106 .800 -.037 -.262
Result Quality 3 -.008 -.034 .125 .833 .213 .142
Service Value 1 .228 .080 -.048 .155 .779 -.015
Service Value 2 .318 .267 .111 .348 .590 .092
Service Value 3 .120 .273 .069 .049 .669 .207
Satisfaction with Service 1 .429 .258 .004 .006 .376 .509
Satisfaction with Service 2 .590 .137 -.076 .080 .254 .573
Satisfaction with Service 3 .548 .263 -.106 .066 -.006 .681
Service Reliability 1 .682 .169 .253 .006 .221 .173
Service Reliability 2 .889 .100 .077 .081 .085 .003
Service Reliability 3 .848 .058 .013 -.008 .064 .021
Service Reliability 4 .680 .061 -.034 -.247 .292 .266
“Factor extraction method: Principle component analysis Rotation method: Varimax with Kaiser normalization”
The measured items of the service human quality factor, system quality factor, and resultant quality factor of ITSM with low component value were removed to ensure the consistency of the service factors of the study mode.