Psychometric properties
| Construct | Item count | Cronbach’s α | Composite reliability (CR) | Average variance extracted (AVE) | Mean (M) | SD (σ) | Notes |
|---|---|---|---|---|---|---|---|
| Compensation | 5 | 0.964 | 0.957 | 0.73 | 3.84 | 0.67 | Good reliability, possible item overlap* |
| Response speed | 4 | 0.958 | 0.952 | 0.70 | 3.90 | 0.60 | |
| Apology | 4 | 0.958 | 0.951 | 0.71 | 3.85 | 0.63 | |
| Explanation | 4 | 0.941 | 0.935 | 0.65 | 3.80 | 0.68 | |
| Perceived justice | 10 | 0.825 | 0.870 | 0.55 | 3.50 | 0.70 | |
| Satisfaction | 4 | 0.927 | 0.926 | 0.68 | 3.75 | 0.66 | |
| Trust | 3 | 0.903 | 0.910 | 0.72 | 3.70 | 0.59 | |
| EWOM | 3 | 0.702 | 0.740 | 0.52 | 3.40 | 0.75 | Above acceptable threshold |
| Repurchase intention | 3 | 0.953 | 0.942 | 0.74 | 3.60 | 0.64 |
| Construct | Item count | Cronbach’s α | Composite reliability ( | Average variance extracted ( | Mean (M) | Notes | |
|---|---|---|---|---|---|---|---|
| Compensation | 5 | 0.964 | 0.957 | 0.73 | 3.84 | 0.67 | Good reliability, possible item overlap* |
| Response speed | 4 | 0.958 | 0.952 | 0.70 | 3.90 | 0.60 | |
| Apology | 4 | 0.958 | 0.951 | 0.71 | 3.85 | 0.63 | |
| Explanation | 4 | 0.941 | 0.935 | 0.65 | 3.80 | 0.68 | |
| Perceived justice | 10 | 0.825 | 0.870 | 0.55 | 3.50 | 0.70 | |
| Satisfaction | 4 | 0.927 | 0.926 | 0.68 | 3.75 | 0.66 | |
| Trust | 3 | 0.903 | 0.910 | 0.72 | 3.70 | 0.59 | |
| 3 | 0.702 | 0.740 | 0.52 | 3.40 | 0.75 | Above acceptable threshold | |
| Repurchase intention | 3 | 0.953 | 0.942 | 0.74 | 3.60 | 0.64 |
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