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Service Quality and Customer Loyalty Among Foreign Users of Malaysian Telecommunication Services

Table 2: Measurement model, ıtem loadings, construct reliability and convergent validity

Variables Item Loadings Cronbach’sAlpha (>0.7) CompositeReliability (>0.7) Average VarianceExtracted (>0.5)
Communication COM1 0.788 0.837 0.887 0.663
COM2 0.759
COM3 0.864
COM4 0.842
Reliability REL1 0.819 0.795 0.88 0.709
REL2 0.85
REL3 0.857
Security SEC2 0.833 0.722 0.827 0.62
SEC3 0.88
SEC4 0.625
Accessibility ACC1 0.824 0.847 0.896 0.683
ACC2 0.828
ACC3 0.851
ACC4 0.802
Customer Loyalty CL1 0.834 0.801 0.882 0.713
CL3 0.871
CL4 0.827
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