Constructs

Indicators

Loadings

Cronbach’s α

AVE

CR

MSV

System Features

SF1

0.810

0.910

0.690

0.930

0.564

SF2

0.922

SF3

0.783

SF4

0.856

SF5

0.775

SF6

0.827

Customer Features

CF1

0.918

0.921

0.717

0.938

0.498

CF2

0.779

CF3

0.815

CF4

0.815

CF5

0.812

CF6

0.928

System Encounter Features

SEF1

0.794

0.901

0.668

0.938

0.585

SEF2

0.826

SEF3

0.765

SEF4

0.795

SEF5

0.929

SEF6

0.786

Customer Satisfaction

CS1

0.707

0.816

0.579

0.872

0.459

CS2

0.671

CS3

0.746

CS4

0.836

CS5

0.831

Customer Loyalty

CL1

0.941

0.948

0.830

0.960

0.566

CL2

0.980

CL3

0.823

CL4

0.916

CL5

0.887