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Table III Tests for internal consistency: Cronbach Alpha coefficients

Table 3 III Tests for internal consistency: Cronbach Alpha coefficients

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5Q: Service Quality as a latent variable represented by five indicators. P: Observable indicator that is the aggregation of 6 questionnaire items about Potential Quality 5: Observable indicator that is the aggregation of 6 questionnaire items about Soft Quality H: Observable indicator that is the aggregation of 5 questionnaire items about Hard Quality [O: Observable indicator that is the aggregation of 3 questionnaire items about Immediate Outcome Quality FO: Observable indicator that is the aggregation of 2 miactinnnaire itamec ahouit Final Outcome Oualitv
5Q: Service Quality as a latent variable represented by five indicators. P: Observable indicator that is the aggregation of 6 questionnaire items about Potential Quality 5: Observable indicator that is the aggregation of 6 questionnaire items about Soft Quality H: Observable indicator that is the aggregation of 5 questionnaire items about Hard Quality [O: Observable indicator that is the aggregation of 3 questionnaire items about Immediate Outcome Quality FO: Observable indicator that is the aggregation of 2 miactinnnaire itamec ahouit Final Outcome Oualitv
Table II Tests for dimensionality: confirmatory factor analysis results for SERVQUAL and INDSERV
Table II Tests for dimensionality: confirmatory factor analysis results for SERVQUAL and INDSERV
Notes: ° Figures indicate standardized regression coefficients as produced from the AMOS program capturing the gamma coefficients of the second-order model > All estimates have a critical ratio > 1.96 suggesting that they all are significantly different from zero at the 0.05 level or better AVE = Average variance extracted = > (standard loadings)*/ 3 (standard loadings)*+5~e,; Conv = Convergent validity (AVE > 0.50); Disc = Discriminant validity = AVE/(Corr?) >1; (Corr)? = highest (Corr)? between factor of interest and remaining factors Table IV Tests for convergent and discriminant validity for the SERVQUAL scale
Notes: ° Figures indicate standardized regression coefficients as produced from the AMOS program capturing the gamma coefficients of the second-order model > All estimates have a critical ratio > 1.96 suggesting that they all are significantly different from zero at the 0.05 level or better AVE = Average variance extracted = > (standard loadings)*/ 3 (standard loadings)*+5~e,; Conv = Convergent validity (AVE > 0.50); Disc = Discriminant validity = AVE/(Corr?) >1; (Corr)? = highest (Corr)? between factor of interest and remaining factors Table IV Tests for convergent and discriminant validity for the SERVQUAL scale
Notes: * p < 0,001; ** p < 0.050; Dash indicates coefficient not loaded or not significant at 0.100 level Table V Assessment of concurrent validity
Notes: * p < 0,001; ** p < 0.050; Dash indicates coefficient not loaded or not significant at 0.100 level Table V Assessment of concurrent validity
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