Table 2 Scale items measuring five constructs in the model
Item wordings | Std. loading |
|---|---|
Interaction quality (AVE = 0.563 comp. reliability = 0.794) | |
+ I think that the quality of my interaction with X and X’s personnel is excellent | 0.79 |
+ X and X’s personnel show a genuine care and interest in my circumstances | 0.72 |
+ I believe that X and X’s personnel are providing a courteous and friendly service to customers | 0.74 |
Quality value (AVE = 0.549 comp. reliability = 0.783) | |
+ The service at X has an acceptable standard of quality | 0.85 |
+ The service at X has consistent quality | Eliminated |
+ The service at X is performed consistently | 0.67 |
+ The service at X is well performed | 0.69 |
Price value (AVE = 0.652 comp. reliability = 0.849) | |
+ The service at X is reasonably priced | Eliminated |
+ The service at X offers value for money | 0.76 |
+ I think this is a good service for the price | 0.80 |
+ The service at X is economical | 0.86 |
Social value (AVE = 0.635 comp. reliability = 0.839) | |
+ The service at X would help me to feel acceptable | Eliminated |
+ The service at X would improve the way I am perceived | 0.67 |
+ The service at X would make a good impression on other people | 0.84 |
+ The service at X would give me social approval | 0.81 |
Positive WOM (AVE = 0.769 comp. reliability = 0.909) | |
+ I will share my experience at X with other people | 0.84 |
+ I will say positive things about X with others when I have chances | 0.88 |
+ I will recommend X to others who seeks my advice | 0.91 |