Table 4 Discriminant validity of... | Emerald Publishing

Table 4

Discriminant validity of customer loyalty, satisfaction, trust and service quality

	SB	R	T	A	S	P	F	BL	BT
Satisfaction (SB)	0.827
Reliability (R)	0.145	0.776
Tangibility (T)	0.30	0.077	0.807
Assurance (A)	0.553	−0.037	0.204	0.720
Sincerity (S)	0.406	−0.082	0.19	0.42	0.86
Personalization (P)	0.438	0.088	0.149	0.425	0.256	0.852
Formality (F)	0.223	0.109	0.151	0.106	0.035	0.066	0.797
Loyalty (BL)	0.696	0.01	0.286	0.509	0.336	0.302	0.087	0.811
Trust (BT)	0.585	0.025	0.17	0.542	0.308	0.421	0.109	0.545	0.764

	SB	R	T	A	S	P	F	BL	BT
Satisfaction (SB)	0.827
Reliability (R)	0.145	0.776
Tangibility (T)	0.30	0.077	0.807
Assurance (A)	0.553	−0.037	0.204	0.720
Sincerity (S)	0.406	−0.082	0.19	0.42	0.86
Personalization (P)	0.438	0.088	0.149	0.425	0.256	0.852
Formality (F)	0.223	0.109	0.151	0.106	0.035	0.066	0.797
Loyalty (BL)	0.696	0.01	0.286	0.509	0.336	0.302	0.087	0.811
Trust (BT)	0.585	0.025	0.17	0.542	0.308	0.421	0.109	0.545	0.764

Note(s): Diagonals represent the square root of the AVE, while the off diagonals represent the correlations