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Table 5 Correlation matrix and average variance extracted (AVE)

From: Assessing healthcare service quality: a comparative study of patient treatment types

Constructs

Empathy

Tangibles

Safety

Efficiency

Improvement of care services

Empathy

1

    

Tangible

.612***

1

   

Safety

.733***

.593**

1

  

Efficiency

.718***

.681***

.625***

1

 

Improvements of care services

.754***

.701***

.699***

.758**

1

CR

.943

.859

.899

.865

.912

AVE

.738

.693

.704

.672

.647

Sqrt. (AVE)

.859

.832

.840

.820

.804

  1. CR (construct reliability) = ∑ (factor loading2)/[∑ (factor loading2) + ∑ (error): more than .7
  2. AVE = ∑ (factor loading) 2/[∑ (factor loading) 2 + ∑ (error)] : more than .5
  3. **p <.01, ***p <.001
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