Construct/Item

Mean

Standard Deviation

Variance

Cronbach’s alpha (if the item or variable has been deleted)

Tangibility

Tangibility

Item 1

Item 2

Item 3

Item 4

5.2360

4.9162

5.0685

5.3528

5.2995

1.55726

1.76641

1.65555

1.79479

1.65824

2.425

3.120

2.741

3.221

2.750

0.962

0.970

0.969

0.969

0.969

Reliability

Reliability

Item 5

Item 6

Item 7

Item 8

Item 9

5.2284

4.9340

5.2411

5.1599

5.1827

5.3985

1.61690

1.82733

1.81462

1.92011

1.67061

1.76799

2.614

3.339

3.293

3.687

2.791

3.126

0.949

0.969

0.969

0.969

0.968

0.968

Responsiveness

Responsiveness

Item 10

Item 11

Item 12

Item 13

5.1726

5.2766

5.1954

5.3274

4.9569

1.39270

1.5701

1.76332

1.53895

1.68383

1.940

2.465

3.109

2.368

2.835

0.941

0.968

0.969

0.969

0.969

Assurance

Assurance

Item 14

Item 15

Item 16

Item 17

4.2259

5.2183

5.3299

5.3046

5.5939

1.32590

1.72781

1.65398

1.91515

1.67227

1.758

2.985

2.736

3.668

2.797

0.943

0.968

0.969

0.968

0.968

Empathy

Empathy

Item 18

Item 19

Item 20

Item 21

Item 22

5.2919

5.7081

5.4569

5.3223

5.3046

5.2665

1.37539

1.58189

1.86693

1.41786

1.43870

1.43831

1.892

2.502

3.485

2.010

2.070

2.069

0.944

0.968

0.969

0.969

0.968

0.970