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 |