Table 2. Summary of the measurement...

Table 2.

Summary of the measurement model

		CFA1		CFA2
Codes	Items	β	t	β	t	M	SD	Α
ESB¹	My service provider allows customers to have information on their competitors	0.338	2.724	Deleted	Deleted	2.23	1.295	0.755
ESB²	My service provider uses misleading sales presentations	0.792	3.229	0.798	Fixed	2.00	1.092
ESB³	My service provider gives gifts to customers in exchange for preferential treatment	0.709	3.194	0.703	10.436	1.72	1.036
ESB⁴	My service provider offers wrong information to customers about competitor firms’ medical services	0.797	3.231	0.795	12.082	1.74	1.100
ESB⁵	My service provider’s price is affordable	−0.114	−1.404	Deleted	Deleted	2.76	1.296
ESB⁶	My service provider accepts favours from customers in exchange for preferential treatment	0.764	3.219	0.762	11.483	1.71	1.052
ESB⁷	My service provider withholds information from customers, which could influence their medical cover selection	0.646	3.159	0.650	9.511	2.15	1.275
ESB⁸	My service provider gives preferential treatment to some customers	0.708	3.194	0.704	10.453	2.15	1.282
ESB⁹	My service provider allows customers to become dependent on one medical aid service provider	0.236	Fixed	Deleted	Deleted	3.08	1.384
TRS¹	My service provider is very honest	0.814	13.072	0.815	13.069	3.48	1.112	0.936
TRS²	My service provider is reliable	0.874	14.364	0.876	14.380	3.68	1.057
TRS³	My service provider is responsible	0.921	15.429	0.921	15.402	3.74	1.032
TRS⁴	My service provider understands consumers	0.785	Fixed	0.784	Fixed	3.66	1.122
TRS⁵	My service provider is always professional	0.827	13.343	0.825	13.271	3.94	1.027
TRS⁶	My service provider acts with good intentions	0.836	13.541	0.836	13.517	3.63	1.046
ERC¹	I worry that the service offered by other service providers will not work as well as expected	0.476	6.172	Deleted	Deleted	3.15	1.305	0.840
ERC²	If I switch service providers, I might need better service for a while	0.640	8.058	0.593	7.637	3.14	1.307
ERC³	Switching to a new service provider may involve hidden costs/charges	0.770	9.403	0.773	9.652	3.27	1.273
ERC⁴	I will likely end up financially with a bad deal if I switch to a new service provider	0.667	Fixed	0.684	Fixed	3.07	1.231
ERC⁵	Switching to a new service provider will probably result in some unexpected hassle	0.797	9.649	0.817	10.061	3.43	1.218
ERC⁶	I do not know what I will have to deal with while switching to a new service provider	0.725	8.957	0.710	8.987	3.68	1.268
EC¹	I cannot afford the time to get the information to evaluate other service providers fully	0.745	10.998	0.745	10.753	3.48	1.304	0.866
EC²	It takes much time/effort to get the information I need to feel comfortable evaluating new service providers	0.817	12.210	0.833	12.112	3.64	1.227
EC³	Comparing my service provider’s benefits with those of other service providers takes too much time/effort, even when I have the information.	0.817	12.223	0.808	11.745	3.61	1.250
EC⁴	It is tough to compare the other service providers	0.778	Fixed	0.771	Fixed	3.32	1.280
LC¹	Learning to use the features offered by a new service provider and using my service would take time	−0.803	−2.680	Deleted	Deleted	3.45	1.269	0.384
LC²	There is not much involved in understanding a new service provider well. (r)	−0.124	−1.428	Deleted	Deleted	2.89	1.209
LC³	Even after switching, it would take effort to “get up to speed” with a new service	−0.791	−2.677	Deleted	Deleted	3.43	1.140
LC⁴	Getting used to how another service provider works would be easy. (r)	0.198	Fixed	Deleted	Deleted	2.97	1.099
SUC¹	It takes time to go through the steps of switching to a new service provider	0.857	6.053	Deleted	Deleted	3.52	1.163	0.366
SUC²	Switching service providers includes an unpleasant sales process	0.722	5.807	Deleted	Deleted	3.43	1.178
SUC³	The process of starting up a new service is quick/easy. (r)	−0.313	−3.618	Deleted	Deleted	2.67	1.108
SUC⁴	Many formalities are involved in switching to a new service provider	0.439	Fixed	Deleted	Deleted	3.55	1.158
MLC¹	Switching to a new service provider involves upfront costs (set-up fees, membership fees, deposits, etc.)	0.820	11.569	0.815	11.373	3.47	1.235	0.857
MLC²	It takes a lot of money to pay for all the costs of switching service providers	0.894	12.232	0.905	12.018	3.32	1.214
MLC³	In general, it will cost a lot of money to switch from my service provider	0.746	Fixed	0.739	Fixed	3.06	1.149
BLC¹	Switching to a new service provider would mean losing or replacing points, credits, services and so on that I have accumulated with my service provider	0.899	14.959	0.898	14.979	3.57	1.371	0.912
BLC²	If I switch to a new service provider, I would lose credits, accumulated points, services I have already paid for and so on	0.964	15.617	0.964	15.633	3.61	1.375
BLC³	I will lose the benefits of being a long-term customer if I leave my service provider	0.785	Fixed	0.786	Fixed	3.45	1.457
PRLC¹	If I switched providers, I would miss working with the people at my service provider	0.815	15.801	0.819	15.745	2.50	1.315	0.921
PRLC²	I am more comfortable interacting with the people working for my service provider than if I switched providers	0.857	17.441	0.863	17.433	2.82	1.302
PRLC³	The people from whom I currently get my service matter to me	0.869	17.946	0.867	17.588	2.63	1.298
PRLC⁴	I like talking to the people from whom I get my service	0.906	Fixed	0.901	Fixed	2.64	1.285
BRLC¹	I like the public image my service provider has	−0.805	−1.506	Deleted	Deleted	3.56	1.299	0.319
BRLC²	I support my service provider as a firm	−0.812	−1.507	Deleted	Deleted	3.27	1.317
BRLC³	I do not care about the brand/company name of the service provider I use. (r)	0.115	Fixed	Deleted	Deleted	2.61	1.365

		CFA1		CFA2
Codes	Items	β	t	β	t	M	SD	Α
ESB¹	My service provider allows customers to have information on their competitors	0.338	2.724	Deleted	Deleted	2.23	1.295	0.755
ESB²	My service provider uses misleading sales presentations	0.792	3.229	0.798	Fixed	2.00	1.092
ESB³	My service provider gives gifts to customers in exchange for preferential treatment	0.709	3.194	0.703	10.436	1.72	1.036
ESB⁴	My service provider offers wrong information to customers about competitor firms’ medical services	0.797	3.231	0.795	12.082	1.74	1.100
ESB⁵	My service provider’s price is affordable	−0.114	−1.404	Deleted	Deleted	2.76	1.296
ESB⁶	My service provider accepts favours from customers in exchange for preferential treatment	0.764	3.219	0.762	11.483	1.71	1.052
ESB⁷	My service provider withholds information from customers, which could influence their medical cover selection	0.646	3.159	0.650	9.511	2.15	1.275
ESB⁸	My service provider gives preferential treatment to some customers	0.708	3.194	0.704	10.453	2.15	1.282
ESB⁹	My service provider allows customers to become dependent on one medical aid service provider	0.236	Fixed	Deleted	Deleted	3.08	1.384
TRS¹	My service provider is very honest	0.814	13.072	0.815	13.069	3.48	1.112	0.936
TRS²	My service provider is reliable	0.874	14.364	0.876	14.380	3.68	1.057
TRS³	My service provider is responsible	0.921	15.429	0.921	15.402	3.74	1.032
TRS⁴	My service provider understands consumers	0.785	Fixed	0.784	Fixed	3.66	1.122
TRS⁵	My service provider is always professional	0.827	13.343	0.825	13.271	3.94	1.027
TRS⁶	My service provider acts with good intentions	0.836	13.541	0.836	13.517	3.63	1.046
ERC¹	I worry that the service offered by other service providers will not work as well as expected	0.476	6.172	Deleted	Deleted	3.15	1.305	0.840
ERC²	If I switch service providers, I might need better service for a while	0.640	8.058	0.593	7.637	3.14	1.307
ERC³	Switching to a new service provider may involve hidden costs/charges	0.770	9.403	0.773	9.652	3.27	1.273
ERC⁴	I will likely end up financially with a bad deal if I switch to a new service provider	0.667	Fixed	0.684	Fixed	3.07	1.231
ERC⁵	Switching to a new service provider will probably result in some unexpected hassle	0.797	9.649	0.817	10.061	3.43	1.218
ERC⁶	I do not know what I will have to deal with while switching to a new service provider	0.725	8.957	0.710	8.987	3.68	1.268
EC¹	I cannot afford the time to get the information to evaluate other service providers fully	0.745	10.998	0.745	10.753	3.48	1.304	0.866
EC²	It takes much time/effort to get the information I need to feel comfortable evaluating new service providers	0.817	12.210	0.833	12.112	3.64	1.227
EC³	Comparing my service provider’s benefits with those of other service providers takes too much time/effort, even when I have the information.	0.817	12.223	0.808	11.745	3.61	1.250
EC⁴	It is tough to compare the other service providers	0.778	Fixed	0.771	Fixed	3.32	1.280
LC¹	Learning to use the features offered by a new service provider and using my service would take time	−0.803	−2.680	Deleted	Deleted	3.45	1.269	0.384
LC²	There is not much involved in understanding a new service provider well. (r)	−0.124	−1.428	Deleted	Deleted	2.89	1.209
LC³	Even after switching, it would take effort to “get up to speed” with a new service	−0.791	−2.677	Deleted	Deleted	3.43	1.140
LC⁴	Getting used to how another service provider works would be easy. (r)	0.198	Fixed	Deleted	Deleted	2.97	1.099
SUC¹	It takes time to go through the steps of switching to a new service provider	0.857	6.053	Deleted	Deleted	3.52	1.163	0.366
SUC²	Switching service providers includes an unpleasant sales process	0.722	5.807	Deleted	Deleted	3.43	1.178
SUC³	The process of starting up a new service is quick/easy. (r)	−0.313	−3.618	Deleted	Deleted	2.67	1.108
SUC⁴	Many formalities are involved in switching to a new service provider	0.439	Fixed	Deleted	Deleted	3.55	1.158
MLC¹	Switching to a new service provider involves upfront costs (set-up fees, membership fees, deposits, etc.)	0.820	11.569	0.815	11.373	3.47	1.235	0.857
MLC²	It takes a lot of money to pay for all the costs of switching service providers	0.894	12.232	0.905	12.018	3.32	1.214
MLC³	In general, it will cost a lot of money to switch from my service provider	0.746	Fixed	0.739	Fixed	3.06	1.149
BLC¹	Switching to a new service provider would mean losing or replacing points, credits, services and so on that I have accumulated with my service provider	0.899	14.959	0.898	14.979	3.57	1.371	0.912
BLC²	If I switch to a new service provider, I would lose credits, accumulated points, services I have already paid for and so on	0.964	15.617	0.964	15.633	3.61	1.375
BLC³	I will lose the benefits of being a long-term customer if I leave my service provider	0.785	Fixed	0.786	Fixed	3.45	1.457
PRLC¹	If I switched providers, I would miss working with the people at my service provider	0.815	15.801	0.819	15.745	2.50	1.315	0.921
PRLC²	I am more comfortable interacting with the people working for my service provider than if I switched providers	0.857	17.441	0.863	17.433	2.82	1.302
PRLC³	The people from whom I currently get my service matter to me	0.869	17.946	0.867	17.588	2.63	1.298
PRLC⁴	I like talking to the people from whom I get my service	0.906	Fixed	0.901	Fixed	2.64	1.285
BRLC¹	I like the public image my service provider has	−0.805	−1.506	Deleted	Deleted	3.56	1.299	0.319
BRLC²	I support my service provider as a firm	−0.812	−1.507	Deleted	Deleted	3.27	1.317
BRLC³	I do not care about the brand/company name of the service provider I use. (r)	0.115	Fixed	Deleted	Deleted	2.61	1.365

Source: Author’s own work

[ViewLarge]

Sharing Unavailable