Table 2 CFA with factor loadings, AVE,...

Table 2

CFA with factor loadings, AVE, CR and Cronbach's α

Constructs	Measurement items	SFL	CR	AVE
Physical Context	Adapted from Dedeoğlu et al. (2015)	–	0.875	0.704
(PHY_CON)	AMB (first-order factor)	0.959	0.889	0.729
	Heating/Cooling is sufficient in the internal spaces of the bank	0.843
	There is a pleasant smell in the bank	0.803
	Lighting in the internal spaces of the bank is sufficient	0.912
	LAY (first-order factor)	0.727	0.947	0.857
	The internal layout of the bank facilitates access to the bank's services	0.932
	The internal layout of the bank is appropriate for accessing SST	0.942
	The internal layout of the bank facilitates the fruition of the services	0.903
	SSA (first-order factor)	0.814	0.955	0.875
	Signs in the bank are sufficiently big	0.929
	Signs in the bank are easily understandable	0.940
	Signs in the bank make it easier to find where I want to go	0.937
Attitude toward	Adapted from Guan et al. (2021) and Lien and Cao (2014)		0.958	0.851
SST (ATT_TECH)	I feel comfortable using SSTs	0.895
	I am satisfied with the services provided via SST	0.925
	I am happy that the bank provides me with services by SST	0.954
	I like to use SST in bank business halls	0.914
Need for Human	Adapted from Taufik and Hanafiah (2019)		0.910	0.772
Interaction (NHI)	I like interacting with a real person that provides the service	0.878
	Personalized attention by the service employee is important to me	0.943
	Having human contact in providing services makes the process enjoyable	0.913
Cocreation	Adapted from Heidenreich and Handrich (2015)		0.917	0.786
Intention (CCI)	I am willing to use SSTs to do my banking operations	0.917
	I am willing to use SSTs while doing banking transactions frequently	0.937
	I am willing to recommend the use of SSTs to other customers	0.800

Constructs	Measurement items	SFL	CR	AVE
Physical Context	Adapted from Dedeoğlu et al. (2015)	–	0.875	0.704
(PHY_CON)	AMB (first-order factor)	0.959	0.889	0.729
	Heating/Cooling is sufficient in the internal spaces of the bank	0.843
	There is a pleasant smell in the bank	0.803
	Lighting in the internal spaces of the bank is sufficient	0.912
	LAY (first-order factor)	0.727	0.947	0.857
	The internal layout of the bank facilitates access to the bank's services	0.932
	The internal layout of the bank is appropriate for accessing SST	0.942
	The internal layout of the bank facilitates the fruition of the services	0.903
	SSA (first-order factor)	0.814	0.955	0.875
	Signs in the bank are sufficiently big	0.929
	Signs in the bank are easily understandable	0.940
	Signs in the bank make it easier to find where I want to go	0.937
Attitude toward	Adapted from Guan et al. (2021) and Lien and Cao (2014)		0.958	0.851
SST (ATT_TECH)	I feel comfortable using SSTs	0.895
	I am satisfied with the services provided via SST	0.925
	I am happy that the bank provides me with services by SST	0.954
	I like to use SST in bank business halls	0.914
Need for Human	Adapted from Taufik and Hanafiah (2019)		0.910	0.772
Interaction (NHI)	I like interacting with a real person that provides the service	0.878
	Personalized attention by the service employee is important to me	0.943
	Having human contact in providing services makes the process enjoyable	0.913
Cocreation	Adapted from Heidenreich and Handrich (2015)		0.917	0.786
Intention (CCI)	I am willing to use SSTs to do my banking operations	0.917
	I am willing to use SSTs while doing banking transactions frequently	0.937
	I am willing to recommend the use of SSTs to other customers	0.800

Note(s): In italic the reliability indexes and standardized loadings of the Physical-context first-order constructs

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