Interval consistency reliability
| Variable | Cronbach’s alpha values |
|---|---|
| Compensation (5 items) | 0.964 |
| Response speed (4 items) | 0.958 |
| Apology (4 items) | 0.958 |
| Explanation (4 items) | 0.941 |
| Perceived justice (10 items) | 0.825 |
| Satisfaction with service delivery (4 items) | 0.927 |
| Trust (3 items) | 0.903 |
| EWOM (3 items) | 0.702 |
| Repurchase intention (3 items) | 0.953 |
| Variable | Cronbach’s alpha values |
|---|---|
| Compensation (5 items) | 0.964 |
| Response speed (4 items) | 0.958 |
| Apology (4 items) | 0.958 |
| Explanation (4 items) | 0.941 |
| Perceived justice (10 items) | 0.825 |
| Satisfaction with service delivery (4 items) | 0.927 |
| Trust (3 items) | 0.903 |
| 0.702 | |
| Repurchase intention (3 items) | 0.953 |
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