| Latents | Items | Standard load factors | AVE | CR |
| Completeness of disclosure | A1 | 0.870 | 0.734 | 0.891 |
| A2 | 0.897 |
|
| |
| A3 | 0.789 |
|
| |
| Timeliness of service delivery | B1 | 0.799 | 0.658 | 0.852 |
| B2 | 0.846 |
|
| |
| B3 | 0.789 |
|
| |
| Reliability of doctors’ qualifications | C2 | 0.883 | 0.785 | 0.916 |
| C3 | 0.914 |
|
| |
| C4 | 0.855 |
|
| |
| Validity of doctor feedback | D1 | 0.851 | 0.707 | 0.923 |
| D2 | 0.909 |
|
| |
| D3 | 0.739 |
|
| |
| D4 | 0.819 |
|
| |
| D5 | 0.858 |
|
| |
| Ability of doctors to communicate | E2 | 0.863 | 0.733 | 0.892 |
| E3 | 0.860 |
|
| |
| E4 | 0.844 |
|
| |
| Security of privacy | F1 | 0.813 | 0.569 | 0.794 |
| F4 | 0.882 |
|
| |
| F5 | 0.560 |
|
| |
| Patient financial risk | G1 | 0.818 | 0.639 | 0.841 |
| G4 | 0.863 |
|
| |
| G7 | 0.714 |
|
| |
| Patient time risk completeness of disclosure | H1 | 0.945 | 0.667 | 0.855 |
| H2 | 0.655 |
|
| |
| H4 | 0.828 |
|
|