Table 2 Reliability and validity...

Table 2

Reliability and validity

Construct	Items	Standardised loadings	Cronbach's alpha	Average variance extracted
Tangibility of HEI services	TN1	0.868	0.928	0.776
	TN2	0.893
	TN3	0.872
	TN4	0.893
	TN5	0.878
Assurance in HEI services	AS1	0.845	0.922	0.762
	AS2	0.880
	AS3	0.857
	AS4	0.888
	AS5	0.894
Reliability in HEI services	RE1	0.851	0.936	0.797
	RE2	0.876
	RE3	0.900
	RE4	0.912
	RE5	0.924
Responsiveness in HEI services	RP1	0.923	0.954	0.846
	RP2	0.939
	RP3	0.911
	RP4	0.900
	RP5	0.926
Empathy in HEI services	EM1	0.934	0.958	0.855
	EM2	0.940
	EM3	0.924
	EM4	0.909
	EM5	0.915
Student satisfaction with HEI services	SS1	0.937	0.969	0.890
	SS2	0.945
	SS3	0.922
	SS4	0.946
	SS5	0.967
Student retention in HEIs	SR1	0.918	0.955	0.848
	SR2	0.939
	SR3	0.917
	SR4	0.918
	SR5	0.913

Construct	Items	Standardised loadings	Cronbach's alpha	Average variance extracted
Tangibility of HEI services	TN1	0.868	0.928	0.776
	TN2	0.893
	TN3	0.872
	TN4	0.893
	TN5	0.878
Assurance in HEI services	AS1	0.845	0.922	0.762
	AS2	0.880
	AS3	0.857
	AS4	0.888
	AS5	0.894
Reliability in HEI services	RE1	0.851	0.936	0.797
	RE2	0.876
	RE3	0.900
	RE4	0.912
	RE5	0.924
Responsiveness in HEI services	RP1	0.923	0.954	0.846
	RP2	0.939
	RP3	0.911
	RP4	0.900
	RP5	0.926
Empathy in HEI services	EM1	0.934	0.958	0.855
	EM2	0.940
	EM3	0.924
	EM4	0.909
	EM5	0.915
Student satisfaction with HEI services	SS1	0.937	0.969	0.890
	SS2	0.945
	SS3	0.922
	SS4	0.946
	SS5	0.967
Student retention in HEIs	SR1	0.918	0.955	0.848
	SR2	0.939
	SR3	0.917
	SR4	0.918
	SR5	0.913

Source(s): Authors’ own work

Sharing Unavailable