Table I

Internal consistency reliability, individual item reliability and convergent validity of the measurement model

ConstructCron-bach's αDillon–Goldstein's ρFirst eigenvalueSecond eigenvalueAVE*ItemWeight*Loading*Communality*
Convenience (C)0.9130.9294.9700.8280.619 (0.621)(C1) Buying at [online retailer/app] is an efficient way to manage my time (Mathwick et al., 2001)0.183 (0.154)0.749 (0.744)0.561 (0.553)
     (C2) Shopping from [online retailer/app] makes my life easier (Mathwick et al., 2001)0.182 (0.166)0.829 (0.831)0.687 (0.691)
      (C3) Buying at [online retailer/app] enables me to accomplish my shopping tasks faster (Eom and Lu, 2019)0.180 (0.158)0.805 (0.808)0.649 (0.653)
      (C4) At [online retailer/app], I can find what I want without having to look elsewhere (Beauchamp and Ponder, 2010)0.192 (0.156)0.777 (0.763)0.604 (0.582)
      (C5) At [online retailer/app], it takes a minimal amount of effort on my part to get what I want (Duarte et al., 2018)0.181 (0.169)0.834 (0.836)0.695 (0.698)
      (C6) [Online retailer/app] quickly delivers what I order (Parasuraman et al., 2005)0.166 (0.146)0.737 (0.740)0.542 (0.547)
      (C7) [Online retailer/app] promptly takes care of product exchanges and returns (Seiders et al., 2007)0.172 (0.154)0.755 (0.765)0.570 (0.586)
      (C8) Any purchase problems I experience are quickly resolved by [online retailer/app] (Seiders et al., 2007)0.173 (0.165)0.804 (0.813)0.647 (0.661)
Personalisation (S)0.8690.9202.3800.3640.792 (0.792)(P1) [Online retailer/app] is able to meet my personal needs (Zhang et al., 2019)0.301 (0.373)0.868 (0.871)0.753 (0.758)
     (P2) [Online retailer/app] understands my preferences and recommends interesting information to me (Zhang et al., 2019)0.310 (0.360)0.894 (0.891)0.800 (0.794)
      (P3) [Online retailer/app] offers me personalized service (Zhang et al., 2019)0.317 (0.390)0.907 (0.908)0.823 (0.825)
Knowledge sharing (KS)0.8630.9162.3500.3630.784 (0.785)(KS1) [Online retailer/app] is open to my suggestions about its existing products or ideas about new services (Ranjan and Read, 2016)0.349 (0.368)0.880 (0.886)0.774 (0.784)
     (KS2) [Online retailer/app] provides me with a suitable environment and opportunities to me to offer suggestions and ideas (Ranjan and Read, 2016)0.364 (0.373)0.894 (0.896)0.799 (0.803)
      (KS3) I would willingly spend time and make an effort to share my ideas and suggestions with [online retailer/app] in order to help it improve its services and processes (Ranjan and Read, 2016)0.372 (0.388)0.882 (0.876)0.778 (0.767)
Equity (EQ)0.8540.9022.7900.5430.695 (0.697)(EQ1) [Online retailer/app] has easy access to information about my preferences (Ranjan and Read, 2016)0.297 (0.278)0.783 (0.765)0.614 (0.585)
      (EQ2) [Online retailer/app] considers my role to be as important as its own (Ranjan and Read, 2016)0.317 (0.313)0.857 (0.852)0.734 (0.727)
      (EQ3) [Online retailer/app]'s processes are aligned with my requirements (i.e. the way I wish them to be) (Ranjan and Read, 2016)0.284 (0.300)0.854 (0.868)0.729 (0.753)
      (EQ4) We the customers share an equal role in determining the final outcome of [online retailer/app]'s processes (Ranjan and Read, 2016)0.292 (0.306)0.838 (0.850)0.703 (0.723)
Dialogue (D)0.8650.9082.8500.4600.711 (0.713)(D1) [Online retailer/app] lets me express my specific requirements at my convenience (Ranjan and Read, 2016)0.279 (0.309)0.843 (0.853)0.711 (0.727)
     (D2) [Online retailer/app] conveys relevant information (Ranjan and Read, 2016)0.282 (0.292)0.851 (0.856)0.724 (0.732)
      (D3) [Online retailer/app] offers sufficient consumer interaction (Ranjan and Read, 2016)0.283 (0.297)0.843 (0.842)0.711 (0.709)
      (D4) In order to get the maximum benefit from [online retailer/app], I have to play a proactive role (i.e. I have to apply my skills, knowledge, time, etc.) (Ranjan and Read, 2016)0.294 (0.285)0.837 (0.825)0.700 (0.681)
Conscious attention (CA)0.8820.9272.4300.3260.808 (0.809)(CA1) Anything related to [online retailer/app] grabs my attention (Vivek et al., 2014)0.327 (0.365)0.894 (0.890)0.798 (0.792)
     (CA2) I like learning more about [online retailer/app] (Vivek et al., 2014)0.318 (0.361)0.885 (0.890)0.783 (0.792)
     (CA3) I pay a lot of attention to anything about [online retailer/app] (Vivek et al., 2014)0.339 (0.386)0.918 (0.917)0.842 (0.841)
Absorption (A)0.9090.9363.1400.3840.784 (0.786)(A1) (When I interact with [online retailer/app]…) I forget everything else around me (Dessart et al., 2016)0.286 (0.286)0.902 (0.898)0.813 (0.806)
     (A2) Time flies (Dessart et al., 2016)0.257 (0.275)0.828 (0.848)0.685 (0.720)
      (A3) I get carried away (Dessart et al., 2016)0.290 (0.302)0.910 (0.914)0.829 (0.835)
      (A4) It is difficult to step away (Dessart et al., 2016)0.297 (0.265)0.900 (0.884)0.810 (0.781)
Affective engagement (AE)0.8890.9233.0000.4190.747 (0.750)(AE1) I feel very positive when I shop at [online retailer/app] (Hollebeek et al., 2014)0.307 (0.289)0.874 (0.862)0.764 (0.744)
     (AE2) Shopping at [online retailer/app] makes me happy (Hollebeek et al., 2014)0.290 (0.290)0.876 (0.888)0.767 (0.789)
     (AE3) I feel good when I shop at [online retailer/app] (Hollebeek et al., 2014)0.260 (0.291)0.850 (0.871)0.722 (0.758)
      (AE4) I'm proud to shop at [online retailer/app] (Hollebeek et al., 2014)0.307 (0.285)0.857 (0.841)0.734 (0.708)
Information search activation (IA)0.8510.9102.3100.4270.769 (0.771)(IA1) I ask [online retailer/app] questions (Dessart et al., 2016)0.286 (0.372)0.816 (0.842)0.665 (0.710)
     (IA2) I look for ideas or information from [online retailer/app] (Dessart et al., 2016)0.334 (0.366)0.905 (0.894)0.818 (0.799)
     (IA3) I ask for help from [online retailer/app] (Dessart et al., 2016)0.344 (0.401)0.908 (0.897)0.825 (0.804)
Shopping activation (SA)0.8590.9142.3400.3920.779 (0.780)(SA1) I spend a lot of time shopping at [online retailer/app], compared to other online stores (Hollebeek et al., 2014)0.352 (0.392)0.901 (0.896)0.811 (0.802)
     (SA2) Whenever I'm shopping for certain types of products, I usually shop at [online retailer/app] (Hollebeek et al., 2014)0.352 (0.391)0.909 (0.904)0.826 (0.817)
     (SA3) [Online retailer/app] is one of the retailers where I usually shop when I buy certain products (Hollebeek et al., 2014)0.303 (0.348)0.836 (0.848)0.698 (0.720)
CLV0.8050.8852.1600.4950.720 (0.719)(CLV1) How likely are you to buy from [online retailer/app] in the future? (Grewal et al., 2004)0.298 (0.333)0.812 (0.795)0.660 (0.632)
      (CLV2) My purchases at [online retailer/app] make me content (Kumar and Pansari, 2016)0.333 (0.430)0.885 (0.888)0.783 (0.789)
      (CLV3) Owning the products (or using the services) from [online retailer/app] makes me happy (Kumar and Pansari, 2016)0.311 (0.411)0.846 (0.859)0.716 (0.738)
Customer referral value (CRV)0.9050.9402.5200.2620.839 (0.840)(CRV1) I promote [online retailer/app] to my friends and relatives because of the incentives they give me (Kumar and Pansari, 2016)0.321 (0.344)0.912 (0.904)0.832 (0.817)
     (CRV2) In addition to the value I derive from the product, the incentives they give me also encourage me to refer [online retailer/app] to my friends and relatives (Kumar and Pansari, 2016)0.318 (0.392)0.918 (0.929)0.843 (0.862)
      (CRV3) I enjoy referring [online retailer/app] because of the incentives they give me (Kumar and Pansari, 2016)0.316 (0.355)0.918 (0.916)0.843 (0.840)
Customer influencer value (CIV)0.8740.9232.4000.3410.799 (0.799)(CIV1) I love talking about my experience with [online retailer/app] (Kumar and Pansari, 2016)0.310 (0.366)0.889 (0.885)0.790 (0.784)
     (CIV2) I discuss the benefits that I get from [online retailer/app] with others (Kumar and Pansari, 2016)0.314 (0.367)0.907 (0.907)0.823 (0.823)
     (CIV3) I feel I am part of [online retailer/app] and mention it in my conversations (Kumar and Pansari, 2016)0.311 (0.385)0.885 (0.889)0.784 (0.791)
Customer knowledge value (CKV)0.9080.9353.1300.3800.782 (0.783)(CKV1) I will let [online retailer/app] know how that they can better serve my needs (Hamilton et al., 2016)0.272 (0.296)0.876 (0.880)0.767 (0.774)
     (CKV2) I make constructive suggestions to [online retailer/app] on how to improve (Hamilton et al., 2016)0.281 (0.291)0.904 (0.904)0.818 (0.817)
     (CKV3) If I have a useful idea on how to improve the product and/or service, I give it to [online retailer/app] (Hamilton et al., 2016)0.276 (0.272)0.896 (0.893)0.803 (0.798)
      (CKV4) When I experience a problem with [online retailer/app], I let them know so they can improve (Hamilton et al., 2016)0.263 (0.271)0.861 (0.862)0.742 (0.743)

Note(s): *Values yielded by the analysis of individual item reliability and convergent validity with a linear approach are shown in brackets

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