Grouping service attributes into major factors affecting satisfaction
Principal Component Analysis (PCA) | Varimax RotationDetermining number of factors to retain (Eigenvalue > 1 criterion)
← Retained (Eigenvalue > 1) | Discarded →
Three major factors explaining customer satisfaction
| Service Attribute | Factor 1 Technical |
Factor 2 Operations |
Factor 3 Communication |
Communality |
|---|---|---|---|---|
| UI/UX Design | 0.89 | 0.12 | 0.18 | 0.84 |
| Website Development | 0.85 | 0.22 | 0.15 | 0.80 |
| Hosting Reliability | 0.82 | 0.28 | 0.08 | 0.76 |
| Mobile Responsiveness | 0.78 | 0.15 | 0.12 | 0.65 |
| E-commerce Functionality | 0.72 | 0.35 | 0.21 | 0.68 |
| On-Time Delivery | 0.25 | 0.88 | 0.15 | 0.86 |
| Project Management | 0.18 | 0.85 | 0.32 | 0.85 |
| Resource Allocation | 0.22 | 0.82 | 0.28 | 0.79 |
| Meeting Coordination | 0.15 | 0.78 | 0.35 | 0.76 |
| WBS/Planning | 0.20 | 0.75 | 0.30 | 0.70 |
| Client Updates | 0.12 | 0.28 | 0.85 | 0.82 |
| Requirement Clarity | 0.18 | 0.32 | 0.82 | 0.80 |
| Single Point of Contact | 0.08 | 0.25 | 0.78 | 0.68 |
| Knowledge Transfer | 0.22 | 0.35 | 0.72 | 0.68 |
How each factor performed across 2023-2025
| F1 Technical | -1.45 |
| F2 Operations | -0.85 |
| F3 Communication | -0.62 |
Primary Issue: Technical Quality Crisis - UI/UX and Hosting failures dominated customer complaints.
| F1 Technical | +0.72 |
| F2 Operations | +0.58 |
| F3 Communication | +0.45 |
Recovery: All three factors improved. Design system and hosting upgrades drove recovery.
| F1 Technical | +1.15 ✅ |
| F2 Operations | -0.32 ⚠️ |
| F3 Communication | -0.28 ⚠️ |
Mixed: Technical excellence achieved but Operational factor declining due to PMS/CRM gap.