Exploratory and CFA results for APPQUAL factors/dimensions
| Dimension (factors) and items | Mean | Factor loading exploratory | Factor loading confirmatory | Cronbach's alpha |
|---|---|---|---|---|
| Safety | 4.27 | 0.84 | ||
| This application must protect information about my financial transactions (Parasuraman et al., 2005) | 4.60 | 0.83 | 0.76 | |
| The application should not share my personal information with other sites. (Parasuraman et al., 2005) | 4.56 | 0.77 | 0.73 | |
| The application should be trustworthy (Suh & Han, 2002) | 4.00 | 0.71 | 0.73 | |
| It must feel safe to complete the transaction on the application (Barnes & Vidgen, 2001) | 4.01 | 0.62 | 0.71 | |
| I must be confident about the security of the application (Yoo & Donthu, 2001) | 4.21 | 0.51 | 0.67 | |
| Information accuracy | 4.48 | 0.79 | ||
| The application provides quick and easy access to finding information (Barnes & Vidgen, 2001) | 4.29 | 0.77 | 0.70 | |
| The application provides information at an appropriate level of detail (Barnes & Vidgen, 2001) | 4.27 | 0.77 | 0.78 | |
| The application has information that is updated regularly and quickly (Barnes & Vidgen, 2001) | 4.62 | 0.72 | 0.72 | |
| The application provides information that can be relied upon (Barnes & Vidgen, 2001) | 4.75 | 0.67 | 0.69 | |
| Performance | 5.61 | 0.82 | ||
| The application must load quickly all the information as soon as I log in (Lin, Fofanah, & Liang, 2011) | 5.55 | 0.80 | 0.81 | |
| The application should never crash (Parasuraman et al., 2005) | 5.69 | 0.78 | 0.63 | |
| The application should load various screens fast (Parasuraman et al., 2005) | 5.63 | 0.76 | 0.62 | |
| The application must be able to process data and transaction quickly (Yoo & Donthu, 2001) | 5.58 | 0.76 | 0.82 | |
| Support | 5.58 | 0.79 | ||
| The application platform must have customer service representatives available to help customers. (Parasuraman et al., 2005) | 5.39 | 0.81 | 0.70 | |
| I must receive an immediate service if any problem occurs when I am using this application (DeLone & ER, 2003) | 5.54 | 0.80 | 0.83 | |
| The service support of the application must take care of problems promptly. (Parasuraman et al., 2005) | 5.63 | 0.76 | 0.65 | |
| The application must make it easy for customers to contact the company (e.g. provides 1–800 numbers) (Kim et al., 2007) | 5.78 | 0.61 | 0.63 | |
| Usability | 3.66 | 0.70 | ||
| It must be easy for me to operate this application (Liao & Cheung, 2002) | 3.94 | 0.70 | 0.81 | |
| I should be able to use the application anytime and anywhere (Noh & Lee, 2016) | 3.37 | 0.66 | 0.65 | |
| Visual design | 3.25 | 0.71 | ||
| The application must have an overall attractive appearance (Faizal & Prasetio, 2020) | 2.90 | 0.83 | 0.59 | |
| The application must portray the identity (theme, color, logo) of the organization (Vakkalanka, Prasadu, Sasank, & Surekha, 2018) | 3.61 | 0.74 | 0.68 |
| Dimension (factors) and items | Mean | Factor loading exploratory | Factor loading confirmatory | Cronbach's alpha |
|---|---|---|---|---|
| This application must protect information about my financial transactions ( | 4.60 | 0.83 | 0.76 | |
| The application should not share my personal information with other sites. ( | 4.56 | 0.77 | 0.73 | |
| The application should be trustworthy ( | 4.00 | 0.71 | 0.73 | |
| It must feel safe to complete the transaction on the application ( | 4.01 | 0.62 | 0.71 | |
| I must be confident about the security of the application ( | 4.21 | 0.51 | 0.67 | |
| The application provides quick and easy access to finding information ( | 4.29 | 0.77 | 0.70 | |
| The application provides information at an appropriate level of detail ( | 4.27 | 0.77 | 0.78 | |
| The application has information that is updated regularly and quickly ( | 4.62 | 0.72 | 0.72 | |
| The application provides information that can be relied upon ( | 4.75 | 0.67 | 0.69 | |
| The application must load quickly all the information as soon as I log in ( | 5.55 | 0.80 | 0.81 | |
| The application should never crash ( | 5.69 | 0.78 | 0.63 | |
| The application should load various screens fast ( | 5.63 | 0.76 | 0.62 | |
| The application must be able to process data and transaction quickly ( | 5.58 | 0.76 | 0.82 | |
| The application platform must have customer service representatives available to help customers. ( | 5.39 | 0.81 | 0.70 | |
| I must receive an immediate service if any problem occurs when I am using this application ( | 5.54 | 0.80 | 0.83 | |
| The service support of the application must take care of problems promptly. ( | 5.63 | 0.76 | 0.65 | |
| The application must make it easy for customers to contact the company (e.g. provides 1–800 numbers) ( | 5.78 | 0.61 | 0.63 | |
| It must be easy for me to operate this application ( | 3.94 | 0.70 | 0.81 | |
| I should be able to use the application anytime and anywhere ( | 3.37 | 0.66 | 0.65 | |
| The application must have an overall attractive appearance ( | 2.90 | 0.83 | 0.59 | |
| The application must portray the identity (theme, color, logo) of the organization ( | 3.61 | 0.74 | 0.68 |
Source(s): Table by authors
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