Understanding consumer online shopping behaviour from the perspective of transaction costs

Table 5.6 Preliminary Data Analysis- E- Service Quality (ESQ) 
Step One - Exploratory
 
Constructs/Indicators Wording 
EFA 
 
Loadings 
Factor 1 (Reliability)
REL1 
Delivers on its undertaking to do certain things 
n/a (cross-loading ) 
REL2 
Transactions are error-free 
.78 
REL3 
Product is delivered by the time promised 
.85 
REL4 
Show a sincere interest in solving problems 
.86 
REL5 
Performance is as desired 
.70 
Factor 2 (Responsiveness)
RESP1 
This online store is always willing to help me 
.74 
RESP2 
Never too busy to respond to customer requests 
.84 
RESP3 
Easy to get in contact with this online store 
.82 
RESP4 
Prompt in replying to queries 
.76 
Factor 3 (Personalization)
PERS1 
Provides information according to my preferences 
.78 
PERS2 
Gives me individual attention 
.88 
PERS3 
Understand my specific needs 
.85 
Reliability 
0.93 
KMO 
.918 
Variance Explained 
79.59 
Bartlett’s 
.000 
 
Step Two – Confirmatory 
Constructs/Indicators CFA 
 
Stand. Loadings 
Stand. 
Error 
Critical 
Ratio
AVE CR 
ESQ – Second-order construct 
REL 
.83 
-- -- .64 
.840 
RESP .81 
.048 
18.76
*
PERS .75 
.047 
18.30
*
REL – first-order construct 
REL2 
.89 
-- -- .80 
.924 
REL3 .91 
.029 
34.69
*
REL4 .89 
.029 
34.23
*
REL5 n/a 
n/a 
n/a 
RESP – first-order construct 
RESP1 
.88 
-- -- .73 
.891 
RESP2 .86 
.035 
28.80
*
RESP3 .82 
.038 
26.57
*
RESP4 n/a 
n/a 
n/a 
PERS – first-order construct 
PERS1 
.88 
-- -- .78 
.915 
PERS2 .86 
.036 
27.94
*
PERS3 .91 
.035 
30.91
*