Table 4 Discriminant validity:... | Emerald Publishing

Table 4

Discriminant validity: Fornell-Larcker criterion

	Brand-relationship quality	Customer satisfaction	Experience with the chatbot	Information quality	System 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 quality	Customer satisfaction	Experience with the chatbot	Information quality	System 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