Table 5 Results of the discriminant validity test.

Fornell–Larcker Criterion

1

Active control

0.889

2

Ability to understand

0.661

0.852

3

Synchronicity

0.551

0.575

0.727

4

Perceived humanness

0.446

0.477

0.496

0.845

5

Problem resolution

0.529

0.679

0.567

0.445

0.883

6

Perceived shopping enjoyment

0.548

0.694

0.572

0.545

0.693

0.856

7

Willingness to switch

0.530

0.710

0.501

0.428

0.644

0.710

0.895

Heterotrait–monotrait Ratio of Correlations (HTMT ratio)

1

Active control

2

Ability to understand

0.856

3

Synchronicity

0.797

0.713

4

Perceived humanness

0.666

0.673

0.787

5

Problem resolution

0.727

0.881

0.743

0.663

6

Perceived shopping enjoyment

0.704

0.847

0.718

0.765

0.898

8

Willingness to switch

0.710

0.896

0.615

0.622

0.861

0.895