Table 7 Reliability and validity results.

From: Measuring customer-perceived service quality in the ride-hailing industry: a generic approach for the development and validation of a multidimensional scale

Construct

Item

Loading

p-value

CA

CR

AVE

Fornell-Larcker criterion

Service

Integrity

Efficiency

Service

S01

0.713

0.000

0.895

0.897

0.593

0.770

  

S03

0.709

0.001

S09

0.800

0.001

S10

0.801

0.001

S11

0.745

0.000

S12

0.844

0.001

Integrity

S02

0.569

0.000

0.829

0.834

0.565

−0.046

0.752

 

S06

0.653

0.000

S07

0.914

0.000

S08

0.820

0.000

Efficiency

S04

0.814

0.000

0.708

0.727

0.572

0.343

−0.010

0.711

S05

0.694

0.000

  1. Diagonals in bold are the square root of AVE, and the corresponding off-diagonal elements are the correlations between the constructs.
Back to article page