Table 3 Confirmatory factor analysis,...

Table 3

Confirmatory factor analysis, construct validity and reliability assessment results

	Study 1	Study 2
Procedural justice, adapted from Maxham and Netemeyer (2003)
Despite the hassle caused by the product replacement, NotebookPoint.com responded fairly and quickly	0.88	0.89
I feel NotebookPoint.com responded in a timely fashion to the product replacement	0.85	0.91
I believe NotebookPoint.com has fair policies and practices to handle product replacement	0.75	0.84
AVE	0.69	0.77
CR $ρ$	0.78	0.78
Cronbach's α	0.88	0.91
Customer satisfaction, adapted from Murfield et al. (2017)
Overall, I am very satisfied with NotebookPoint.com's delivery service offering	0.98	0.90
Compared to other similar retailers, my current shopping experience with this retailer has been superior	0.96	0.90
NotebookPoint.com comes very close to giving me a perfect delivery service offering	0.94	0.94
NotebookPoint.com sets itself apart from others because of its superior delivery service offering	0.82	0.91
AVE	0.86	0.83
CR $ρ$	0.90	0.88
Cronbach's α	0.96	0.95
Loyalty, adapted from Srinivasan et al. (2002)
As long as the present service continues, I doubt that I would switch online retailer	0.94	0.86
I will try to use NotebookPoint.com whenever I need to make a purchase	0.95	0.90
When I need to make a purchase, NotebookPoint.com will be my first choice	0.87	0.94
I like using NotebookPoint.com online services	0.97	0.89
To me, NotebookPoint.com is the best retailer to do business with	0.92	0.93
I believe that this is my favorite online retailer	0.89	0.90
AVE	0.85	0.81
CR $ρ$	0.93	0.90
Cronbach's α	0.97	0.96
Service recovery resilience
NotebookPoint.com withstood (dealt with) the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.95	0.93
NotebookPoint.com adapted to the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.95	0.92
NotebookPoint.com recovered from the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.93	0.92
AVE	0.88	0.85
CR $ρ$	0.92	0.87
Cronbach's α	0.96	0.94
Interactional justice, adapted from Maxham and Netemeyer (2003)
In dealing with the product replacement, NotebookPoint.com treated me in a courteous manner		0.89
NotebookPoint.com was honest and ethical in dealing with me during their fixing of my problem		0.92
AVE		0.82
CR $ρ$		0.84
Cronbach's α		0.90
Retailer's interactive effort, adapted from Colquitt (2001)
NotebookPoint.com communicated details in a timely manner		0.80
NotebookPoint.com seemed to tailor the communications to my specific needs		0.84
AVE		0.67
CR $ρ$		0.78
Cronbach's α		0.80
Goodness of fit study 1
$χ^{2}$ = 157.24, d.f. = 98, $χ^{2} / d .f .$ = 1.60, SRMR = 0.04, CFI = 0.98, RMSEA = 0.07, IFI = 0.98, TLI = 0.97
Goodness of fit Study 2
$χ^{2}$ = 399.28, d.f. = 155, $χ^{2} / d .f .$ = 2.58, SRMR = 0.04, CFI = 0.96, RMSEA = 0.08, IFI = 0.96, TLI = 0.95

	Study 1	Study 2
Procedural justice, adapted from Maxham and Netemeyer (2003)
Despite the hassle caused by the product replacement, NotebookPoint.com responded fairly and quickly	0.88	0.89
I feel NotebookPoint.com responded in a timely fashion to the product replacement	0.85	0.91
I believe NotebookPoint.com has fair policies and practices to handle product replacement	0.75	0.84
AVE	0.69	0.77
CR $ρ$	0.78	0.78
Cronbach's α	0.88	0.91
Customer satisfaction, adapted from Murfield et al. (2017)
Overall, I am very satisfied with NotebookPoint.com's delivery service offering	0.98	0.90
Compared to other similar retailers, my current shopping experience with this retailer has been superior	0.96	0.90
NotebookPoint.com comes very close to giving me a perfect delivery service offering	0.94	0.94
NotebookPoint.com sets itself apart from others because of its superior delivery service offering	0.82	0.91
AVE	0.86	0.83
CR $ρ$	0.90	0.88
Cronbach's α	0.96	0.95
Loyalty, adapted from Srinivasan et al. (2002)
As long as the present service continues, I doubt that I would switch online retailer	0.94	0.86
I will try to use NotebookPoint.com whenever I need to make a purchase	0.95	0.90
When I need to make a purchase, NotebookPoint.com will be my first choice	0.87	0.94
I like using NotebookPoint.com online services	0.97	0.89
To me, NotebookPoint.com is the best retailer to do business with	0.92	0.93
I believe that this is my favorite online retailer	0.89	0.90
AVE	0.85	0.81
CR $ρ$	0.93	0.90
Cronbach's α	0.97	0.96
Service recovery resilience
NotebookPoint.com withstood (dealt with) the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.95	0.93
NotebookPoint.com adapted to the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.95	0.92
NotebookPoint.com recovered from the disruption (i.e. product being out of stock) in a way that allowed it to satisfactorily address my service recovery needs	0.93	0.92
AVE	0.88	0.85
CR $ρ$	0.92	0.87
Cronbach's α	0.96	0.94
Interactional justice, adapted from Maxham and Netemeyer (2003)
In dealing with the product replacement, NotebookPoint.com treated me in a courteous manner		0.89
NotebookPoint.com was honest and ethical in dealing with me during their fixing of my problem		0.92
AVE		0.82
CR $ρ$		0.84
Cronbach's α		0.90
Retailer's interactive effort, adapted from Colquitt (2001)
NotebookPoint.com communicated details in a timely manner		0.80
NotebookPoint.com seemed to tailor the communications to my specific needs		0.84
AVE		0.67
CR $ρ$		0.78
Cronbach's α		0.80
Goodness of fit study 1
$χ^{2}$ = 157.24, d.f. = 98, $χ^{2} / d .f .$ = 1.60, SRMR = 0.04, CFI = 0.98, RMSEA = 0.07, IFI = 0.98, TLI = 0.97
Goodness of fit Study 2
$χ^{2}$ = 399.28, d.f. = 155, $χ^{2} / d .f .$ = 2.58, SRMR = 0.04, CFI = 0.96, RMSEA = 0.08, IFI = 0.96, TLI = 0.95

Note(s): The confirmatory factor analyses used an MLM estimator. Standardized loadings are reported for each item. AVE = average variance extracted. CR = composite reliability (⁠ $ρ$ ⁠). SRMR = standardized root mean residual. CFI = confirmatory fit index. RMSEA = root mean square error of approximation. IFI = incremental fit index. TLI = Tucker–Lewis index

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