Table 2. Constructs with items and... | Emerald Publishing

Table 2.

Constructs with items and reliability and validity

Construct and items	λi
Traditional CRM (TCRM) adapted from Iriana and Buttle (2008) α = 0.785; CR = 0.861; AVE = 0.608; Skewness = −0.029; Kurtosis = −0.496
TCRM1: The company understands my needs, expectations and preferences	0.63
TCRM2: The brand provides to the ability of collaboration with it	0.65
TCRM3: The company commits time and resources to meet customer needs and successfully serve the customer	0.76
TCRM4: My relationship with the company/brand is deep	0.73
Social media (SM) adapted from Trainor et al. (2014) α = 0.867; CR = 0.908; AVE = 0.713; Skewness = 0.393; Kurtosis = −1.003
SM1: The most valuable social media function for me is Video hosting/sharing (e.g. YouTube)	0.77
SM2: The most valuable social media function for me is news/live feeds	0.81
SM3: The most valuable social media function for me is blogging (e.g. company blog)	0.87
SM4: The most valuable social media function for me is online conferencing/broadcasting (e.g. webinar)	0.72
Customer satisfaction (CS) adapted from Chang (2015) α = 0.868; CR = 0.915; AVE = 0.732; Skewness = −0.977; Kurtosis = −1.066
CS1: I am satisfied with the after-sales service of my automotive brand	0.56
CS2: I am pleased with the experience of using my automotive brand	0.83
CS3: My decision to use this brand was a wise one	0.90
CS4: My feeling with using this automotive brand was good	0.91
Customer loyalty (CL) adapted from Nyadzayo and Khajehzadeh (2016) α = 0.840; CR = 0.907; AVE = 0.767; Skewness = −0.548; Kurtosis = −0.457
CL1: I consider myself to be highly loyal to the brand	0.87
CL2: I will recommend this brand to friends	0.98
CL3: This brand is my first choice	0.58

Construct and items	λi
Traditional CRM (TCRM) adapted from Iriana and Buttle (2008)α = 0.785; CR = 0.861; AVE = 0.608; Skewness = −0.029; Kurtosis = −0.496
TCRM1: The company understands my needs, expectations and preferences	0.63
TCRM2: The brand provides to the ability of collaboration with it	0.65
TCRM3: The company commits time and resources to meet customer needs and successfully serve the customer	0.76
TCRM4: My relationship with the company/brand is deep	0.73
Social media (SM) adapted from Trainor et al. (2014)α = 0.867; CR = 0.908; AVE = 0.713; Skewness = 0.393; Kurtosis = −1.003
SM1: The most valuable social media function for me is Video hosting/sharing (e.g. YouTube)	0.77
SM2: The most valuable social media function for me is news/live feeds	0.81
SM3: The most valuable social media function for me is blogging (e.g. company blog)	0.87
SM4: The most valuable social media function for me is online conferencing/broadcasting (e.g. webinar)	0.72
Customer satisfaction (CS) adapted from Chang (2015)α = 0.868; CR = 0.915; AVE = 0.732; Skewness = −0.977; Kurtosis = −1.066
CS1: I am satisfied with the after-sales service of my automotive brand	0.56
CS2: I am pleased with the experience of using my automotive brand	0.83
CS3: My decision to use this brand was a wise one	0.90
CS4: My feeling with using this automotive brand was good	0.91
Customer loyalty (CL) adapted from Nyadzayo and Khajehzadeh (2016)α = 0.840; CR = 0.907; AVE = 0.767; Skewness = −0.548; Kurtosis = −0.457
CL1: I consider myself to be highly loyal to the brand	0.87
CL2: I will recommend this brand to friends	0.98
CL3: This brand is my first choice	0.58

Note:

λi = standardized factor loading values