Table 4

Discriminant validity: Fornell-Larcker criterion

Brand-relationship qualityCustomer satisfactionExperience with the chatbotInformation qualitySystem quality
Brand-relationship quality 0.796     
Customer satisfaction 0.748 0.913    
Experience with the Chatbot 0.709 0.716 0.864   
Information quality 0.694 0.902 0.623 0.918  
System quality 0.682 0.704 0.612 0.711 0.808 
Brand-relationship qualityCustomer satisfactionExperience with the chatbotInformation qualitySystem quality
Brand-relationship quality 0.796     
Customer satisfaction 0.748 0.913    
Experience with the Chatbot 0.709 0.716 0.864   
Information quality 0.694 0.902 0.623 0.918  
System quality 0.682 0.704 0.612 0.711 0.808 

Note(s): Correlations among constructs are shown below the diagonal; the square roots of the AVEs shown on the diagonal

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