Inspecting the relationship among e service quality, e trust, e customer satisfaction and behavioral intentions of online shopping customers in ho chi minh city, vietnam, 2018

STATE BANK OF VIETNAM MINISTRY OF EDUCATION AND TRAINING BANKING UNIVERSITY OF HO CHI MINH CITY VU QUANG HUY INSPECTING THE RELATIONSHIP AMONG E-SERVICE QUALITY, ETRUST, E-CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS OF ONLINE SHOPPING CUSTOMERS IN HO CHI MINH CITY, VIETNAM GRADUATION THESIS Major: BUSINESS ADMINISTRATION Code: 7340101 Ho Chi Minh City, 2018 Tai ngay!!! Ban co the xoa dong chu nay!!! BANKING UNIVERSITY OF HO CHI MINH CITY VU QUANG HUY INSPECTING THE RELATIONSHIP AMONG E-SERVICE QUALITY, ETRUST, E-CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS OF ONLINE SHOPPING CUSTOMERS IN HO CHI MINH CITY, VIETNAM GRADUATION THESIS Major: BUSINESS ADMINISTRATION Code: 7340101 ADVISOR: Ph.D TRAN VAN DAT Ho Chi Minh City, 2018 INSPECTING THE RELATIONSHIP AMONG E-SERVICE QUALITY, ETRUST, E-CUSTOMER SATISFACTION AND BEHAVIORAL INTENTIONS OF ONLINE SHOPPING CUSTOMERS IN HO CHI MINH CITY, VIETNAM APPROVED BY: Advisor APPROVED BY: Committee Tran Van Dat, Ph.D THESIS COMMITTEE ACKNOWLEGEMENT This thesis is the author's own work, the research results are honest, in which no previously published content or content done by others except for cited quotes in the thesis During my thesis time, I received lots of supports and encouragements from many individuals This thesis would not have been accomplished without those valuable input, support, counsel, and advice First and foremost, I would like to express my deepest acknowledge to my advisor – PhD Tran Van Dat – lecturer at Banking University of Ho Chi Minh City – for his unbelievable and unreserved help, valuable advices and recommendation Thank for his effort and wide knowledge to make my topic possible, his recommendations, guidance and advices are always highly appreciated and greatly contributing to the success of this thesis Next, I would like to express my earnest appreciation to the professors and lecturers for their guidance during my academic years at Banking University The knowledge and skills that I have learned, have assisted me in the completing of this thesis Another one I would like to show my sincere gratitude is my brother and friend – Mr Nguyen Minh Dung, Master of Business Administration During my hard times, he has been contributing great support such as providing useful experiences and willing to help me in data analysis process, and gave many useful advices without hesitation during the time of constructing my thesis Last but not least, honestly the most supported ones are my family Words fail me to express my thankfulness for my parents for their endless love To all the above, and so many more, I just simply want to say again “Thank you for all your encouragement, support, and love” TABLE OF CONTENTS ACKNOWLEGEMENT TABLE OF CONTENTS LIST OF FIGURES LIST OF SHORTENED WORDS 10 CHAPTER I: INTRODUCTION 11 1.1 Background 11 1.2 Purpose and Aims of The Study 13 1.3 Research Question 13 1.4 Research Subject 13 1.5 Research Design 13 1.6 Significance 14 1.7 Proposed Thesis Structure 14 CHAPTER II: LITERATURE REVIEW 16 2.1 Terms and Definitions 16 2.1.1 E-Service Quality 16 2.1.2 E-Trust 17 2.1.3 E-Customer Satisfaction 20 2.1.4 Behavioral Intentions 24 2.2 Conceptual Framework 24 2.2.1 Dimensions of E-Service Quality, E-Trust and E-Customer Satisfaction 24 2.2.2 Dimensions of E-Service Quality, E-Customer Satisfaction and Behavioral Intentions 26 2.2.3 2.3 Dimensions of E-Service Quality, E-Trust and Behavioral Intention 28 Research Issues 29 CHAPTER III: RESEARCH METHOD 31 3.1 Research Context 31 3.2 Research Design 31 3.2.1 E-Service Quality Measurement 31 3.2.2 E-Trust Measurement 36 3.2.3 E-Customer Satisfaction Measurement 37 3.2.4 Behavioral Intentions Measurement 37 3.2.5 Questionnaire Development 37 3.3 Description of Population and Sample 40 3.4 Research Hypothesis 41 3.5 Research Model 41 3.6 Instruments Development 42 3.7 Analysis Procedures 42 CHAPTER IV: DATA ANALYSIS 45 4.1 Descriptive Statistics 45 4.1.1 E-Service Quality 45 4.1.2 E-Trust 46 4.1.3 E-Customer Satisfaction 47 4.1.4 Behavioral Intentions 48 4.2 Reliability Analysis 49 4.2.1 E-Service Quality 49 4.2.2 E-Trust 51 4.2.3 E-Customer Satisfaction 52 4.2.4 Behavioral Intentions 53 4.3 Exploratory Factor Analysis – EFA 54 4.4 Confirmatory Factor Analysis – CFA 58 4.5 Reliability and Validity 61 4.6 Structural Equation Modeling – SEM 67 CHAPTER V: CONCLUSION AND RECOMMENDATION 75 5.1 Conclusion 75 5.2 Managerial Implications and Theoretical Contributions 78 5.3 Limitations and Recommendation for Future Studies 80 REFERENCE 81 APPENDIX 93 APPENDIX 1: QUESTIONNAIRE 93 APPENDIX 2: DATA ANALYSIS RESULT 103 Descriptive Statistics 103 1.1 E-Service Quality 103 1.2 E-Trust 103 1.3 E-Customer Satisfaction 103 1.4 Behavioral Intentions 104 Reliability Analysis 104 2.1 E-Service Quality 104 2.2 E-Trust 105 2.3 E-Customer Satisfaction 105 2.4 Behavioral Intentions: 106 Exploratory Factor Analysis 107 Confirmatory Factor Analysis 109 Structural Equation Modeling 113 LIST OF FIGURES Figure 2-1: Trust level during transaction phases (from Petrovic et al., 2003) 19 Figure 4-2: CFA Result 59 Figure 4-3: Revised Research Model 61 Figure 4-4: SEM Result 68 Figure 4-5: Standardized Direct Effect 71 Figure 4-6: Standardized Indirect Effect 72 Figure 4-7: Total Effect of Research Model 74 LIST OF TABLES Table 2-1:Prior studies for determining drivers of e-customer satisfaction (from Barutỗu, Süleyman, 2010) 21 Table 3-2:Final Draft Questionnaire 38 Table 4-3: Descriptive Statistics of E-Customer Satisfaction 47 Table 4-5: Reliability Statistics of E-Service Quality 49 Table 4-6: Item-Total Statistics of E-Service Quality 50 Table 4-7: Reliability Statistics of E-Trust 51 Table 4-8: Item-Total Statistics of E-Trust 51 Table 4-9: Reliability Statistics of E-Customer Satisfaction 52 Table 4-10: Item-Total Statistics of E-Customer Satisfaction 52 Table 4-11: Reliability Statistics of Behavioral Intentions 53 Table 4-12: Item-Total Statistics of Behavioral Intentions 53 Table 4-13: Reliability tests result – Cronbach’s Alpha 54 Table 4-14: KMO and Bartlett's Test of dependents variables 55 Table 4-15: Total Variance Explained 56 Table 4-16: Pattern Matrix 57 Table 4-17: CFA Result – Standardized Regression Weights 60 Table 4-18: Calculated Composite Reliability 64 Table 4-19: Correlation Between Constructs 64 Table 4-20: AVE and Squared Correlations between the constructs 66 Table 4-21: Unstandardized Regression Weight 68 Table 4-22: Standardized Regression Weight 69 Table 4-23 Standardized Direct Effect 70 Table 4-24: Standardized Indirect Effect 71 Table 4-25:Standardized Total Effect 72 LIST OF SHORTENED WORDS AVE : Average Variance Extracted BI : Behavioral Intentions CFA : Confirmatory Factor Analysis CFI : Comparative Fit Index ECS : Electronic Customer Satisfaction ESQ : Electronic Service Quality ET Electronic Trust GFI : Goodness of Fit Index KMO : Kaiser – Meyer – Olkin MI : Modification Indices ρc ρvc : Composite Reliability : Average Variance Extracted RMSEA : Root Mean Square Error Approximation RMSEA : Root Mean Square Error Approximation SEM : Structural Equation Modeling TLI : Tucker and Lewis Index HCMC : Ho Chi Minh City α : Cronbach’s alpha : Estimate 10 ESQ5 38.76 47.056 734 910 ESQ6 38.66 46.224 743 909 ESQ7 38.71 45.688 752 908 ESQ8 38.74 46.949 716 911 Scale Statistics Mean Variance 44.21 Std Deviation 60.175 N of Items 7.757 2.2 E-Trust Reliability Statistics Cronbach's N of Items Alpha 908 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted ET1 38.30 38.014 706 896 ET2 38.22 36.902 751 892 ET3 38.21 37.596 703 896 ET4 38.26 37.225 725 894 ET5 38.25 38.061 683 898 ET6 38.24 38.664 661 899 ET7 38.24 38.153 672 899 ET8 38.26 37.332 723 894 Scale Statistics Mean 43.71 Variance 48.656 Std Deviation 6.975 N of Items 2.3 E-Customer Satisfaction 105 Reliability Statistics Cronbach's N of Items Alpha 871 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted ECS1 16.62 9.153 736 831 ECS2 16.63 8.866 739 829 ECS3 16.62 8.754 722 836 ECS4 16.63 9.159 700 844 Scale Statistics Mean Variance 22.17 Std Deviation 15.311 N of Items 3.913 2.4 Behavioral Intentions: Reliability Statistics Cronbach's N of Items Alpha 900 Item-Total Statistics Scale Mean if Scale Variance Corrected Item- Cronbach's Item Deleted if Item Deleted Total Alpha if Item Correlation Deleted BI1 26.65 24.822 754 879 BI2 26.62 24.469 755 878 BI3 26.60 25.433 720 884 BI4 26.66 24.819 738 881 BI5 26.58 24.779 712 885 BI6 26.68 24.917 693 888 106 Scale Statistics Mean 31.96 Variance Std Deviation 35.116 N of Items 5.926 Exploratory Factor Analysis KMO and Bartlett's Test Kaiser-Meyer-Olkin Measure of Sampling Adequacy Approx Chi-Square Bartlett's Test of Sphericity 966 7643.792 df 325 Sig .000 Total Variance Explained Factor Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadingsa Total % of Variance Cumulative % Total % of Variance Cumulative % Total 11.973 46.049 46.049 11.567 44.487 44.487 9.325 2.132 8.199 54.247 1.709 6.573 51.061 8.682 1.835 7.058 61.306 1.439 5.535 56.595 9.098 1.023 3.933 65.239 644 2.477 59.072 7.788 607 2.335 67.573 578 2.224 69.797 567 2.182 71.979 530 2.038 74.017 518 1.991 76.008 10 502 1.932 77.940 11 476 1.832 79.772 12 456 1.755 81.528 13 430 1.654 83.182 14 419 1.612 84.794 15 393 1.511 86.304 16 388 1.493 87.798 17 374 1.437 89.234 18 367 1.413 90.647 19 360 1.385 92.032 20 337 1.298 93.330 107 21 325 1.248 94.578 22 318 1.223 95.801 23 303 1.164 96.965 24 286 1.100 98.065 25 260 1.001 99.066 26 243 934 100.000 Extraction Method: Principal Axis Factoring a When factors are correlated, sums of squared loadings cannot be added to obtain a total variance Pattern Matrix a Factor ESQ2 818 ESQ6 799 ESQ5 781 ESQ4 780 ESQ7 761 ESQ3 722 ESQ1 672 ESQ8 669 ET2 826 ET4 778 ET7 754 ET8 726 ET5 704 ET3 697 ET1 691 ET6 654 BI2 835 BI3 753 BI1 747 BI4 732 BI5 727 BI6 677 ECS3 839 ECS2 733 ECS4 691 ECS1 640 Extraction Method: Principal Axis Factoring Rotation Method: Promax with Kaiser Normalization 108 a Rotation converged in iterations Confirmatory Factor Analysis Regression Weights: (Group number - Default model) E_Serqual1 E_Serqual2 E_Serqual3 E_Serqual4 E_Serqual5 E_Serqual6 E_Serqual7 < < < < < < < - ESQ ESQ ESQ ESQ ESQ ESQ ESQ Estimate 1.000 1.150 1.130 1.092 1.061 1.137 1.186 S.E C.R P Label 068 069 067 066 069 071 16.825 16.368 16.200 16.137 16.400 16.622 *** *** *** *** *** *** par_1 par_2 par_3 par_4 par_5 par_6 109 E_Serqual8 E_Trust1 E_Trust2 E_Trust3 E_Trust4 E_Trust5 E_Trust6 E_Trust7 E_Trust8 E_CustSatis1 E_CustSatis2 E_CustSatis3 E_CustSatis4 BehavInt1 BehavInt2 BehavInt3 BehavInt4 BehavInt5 BehavInt6 < < < < < < < < < < < < < < < < < < < - ESQ ET ET ET ET ET ET ET ET ECS ECS ECS ECS BI BI BI BI BI BI Estimate 1.076 1.000 1.104 1.033 1.066 976 914 954 1.062 1.000 1.022 997 944 1.000 1.021 915 989 983 961 S.E .068 C.R 15.921 P *** Label par_7 063 062 063 061 060 062 062 17.623 16.531 16.957 15.884 15.331 15.428 17.049 *** *** *** *** *** *** *** par_8 par_9 par_10 par_11 par_12 par_13 par_14 051 054 052 19.974 18.503 18.319 *** *** *** par_15 par_16 par_17 052 050 051 054 055 19.571 18.376 19.212 18.285 17.609 *** *** *** *** *** par_18 par_19 par_20 par_21 par_22 Standardized Regression Weights: (Group number - Default model) E_Serqual1 E_Serqual2 E_Serqual3 E_Serqual4 E_Serqual5 E_Serqual6 E_Serqual7 E_Serqual8 E_Trust1 E_Trust2 E_Trust3 E_Trust4 E_Trust5 E_Trust6 E_Trust7 E_Trust8 E_CustSatis1 E_CustSatis2 E_CustSatis3 E_CustSatis4 < < < < < < < < < < < < < < < < < < < < - ESQ ESQ ESQ ESQ ESQ ESQ ESQ ESQ ET ET ET ET ET ET ET ET ECS ECS ECS ECS Estimate 714 798 777 769 766 778 789 755 754 790 746 763 720 697 701 767 830 811 765 760 110 BehavInt1 BehavInt2 BehavInt3 BehavInt4 BehavInt5 BehavInt6 < < < < < < - BI BI BI BI BI BI Estimate 810 798 762 788 759 737 Covariances: (Group number - Default model) ESQ ET ECS ESQ ET ESQ < > < > < > < > < > < > ET BI BI ECS ECS BI Estimate 453 504 703 512 447 562 S.E .049 053 063 053 049 057 C.R 9.326 9.598 11.135 9.598 9.153 9.841 P *** *** *** *** *** *** Label par_23 par_24 par_25 par_26 par_27 par_28 Correlations: (Group number - Default model) ESQ ET ECS ESQ ET ESQ < > < > < > < > < > < > ET BI BI ECS ECS BI Estimate 657 643 800 663 595 697 Variances: (Group number - Default model) ESQ ET ECS BI e1 e2 e3 e4 e5 e6 e7 e8 e9 Estimate 709 670 843 916 680 534 596 586 563 597 606 618 508 S.E .081 071 079 088 048 040 044 043 041 044 045 045 038 C.R 8.769 9.404 10.699 10.439 14.160 13.296 13.584 13.675 13.708 13.565 13.431 13.814 13.545 P *** *** *** *** *** *** *** *** *** *** *** *** *** Label par_29 par_30 par_31 par_32 par_33 par_34 par_35 par_36 par_37 par_38 par_39 par_40 par_41 111 e10 e11 e12 e13 e14 e15 e16 e17 e18 e19 e20 e21 e22 e23 e24 e25 e26 Estimate 492 569 545 593 592 630 529 379 460 593 551 482 543 555 549 652 710 S.E .038 042 041 043 042 045 040 034 039 046 043 038 042 041 042 048 052 C.R 13.058 13.633 13.434 13.890 14.074 14.044 13.386 11.285 11.860 12.807 12.901 12.748 12.950 13.482 13.127 13.516 13.751 P *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Label par_42 par_43 par_44 par_45 par_46 par_47 par_48 par_49 par_50 par_51 par_52 par_53 par_54 par_55 par_56 par_57 par_58 CMIN Model Default model Saturated model Independence model NPAR 58 351 26 CMIN 335.309 000 7799.788 DF 293 325 P 045 CMIN/DF 1.144 000 23.999 RMR, GFI Model Default model Saturated model Independence model RMR 034 000 595 GFI 950 1.000 166 AGFI 940 PGFI 793 100 154 NFI Delta1 957 1.000 000 RFI rho1 952 IFI Delta2 994 1.000 000 TLI rho2 994 Baseline Comparisons Model Default model Saturated model Independence model 000 000 CFI 994 1.000 000 RMSEA Model Default model RMSEA 017 LO 90 003 HI 90 026 PCLOSE 1.000 112 Model Independence model RMSEA 220 LO 90 216 HI 90 224 PCLOSE 000 Structural Equation Modeling Regression Weights: (Group number - Default model) ET ECS ECS BI BI E_Serqual1 E_Serqual2 E_Serqual3 < < < < < < < < - ESQ ESQ ET ECS ET ESQ ESQ ESQ Estimate 1.000 1.000 1.000 1.000 1.000 1.000 3.046 3.029 S.E C.R P Label 186 188 16.378 16.134 *** *** par_1 par_2 113 E_Serqual4 E_Serqual5 E_Serqual6 E_Serqual7 E_Serqual8 E_Trust1 E_Trust2 E_Trust3 E_Trust4 E_Trust5 E_Trust6 E_Trust7 E_Trust8 E_CustSatis4 E_CustSatis3 E_CustSatis2 E_CustSatis1 BehavInt1 BehavInt2 BehavInt3 BehavInt4 BehavInt5 BehavInt6 < < < < < < < < < < < < < < < < < < < < < < < - ESQ ESQ ESQ ESQ ESQ ET ET ET ET ET ET ET ET ECS ECS ECS ECS BI BI BI BI BI BI Estimate 2.943 2.809 3.044 3.176 2.868 1.000 2.107 2.006 2.061 1.891 1.780 1.839 2.057 1.000 1.120 1.151 1.131 1.000 846 758 820 817 796 S.E .183 179 188 194 184 C.R 16.051 15.725 16.153 16.360 15.621 P *** *** *** *** *** Label par_3 par_4 par_5 par_6 par_7 113 112 113 111 108 112 112 18.699 17.860 18.234 17.075 16.554 16.474 18.363 *** *** *** *** *** *** *** par_8 par_9 par_10 par_11 par_12 par_13 par_14 051 048 045 22.042 24.186 25.284 *** *** *** par_15 par_16 par_17 030 030 030 032 033 27.825 25.653 27.185 25.655 24.349 *** *** *** *** *** par_18 par_19 par_20 par_21 par_22 Standardized Regression Weights: (Group number - Default model) ET ECS ECS BI BI E_Serqual1 E_Serqual2 E_Serqual3 E_Serqual4 E_Serqual5 E_Serqual6 E_Serqual7 E_Serqual8 E_Trust1 E_Trust2 E_Trust3 < < < < < < < < < < < < < < < < - ESQ ESQ ET ECS ET ESQ ESQ ESQ ESQ ESQ ESQ ESQ ESQ ET ET ET Estimate 708 343 485 645 313 303 793 781 777 760 782 792 755 470 795 766 114 E_Trust4 E_Trust5 E_Trust6 E_Trust7 E_Trust8 E_CustSatis4 E_CustSatis3 E_CustSatis2 E_CustSatis1 BehavInt1 BehavInt2 BehavInt3 BehavInt4 BehavInt5 BehavInt6 < < < < < < < < < < < < < < < - ET ET ET ET ET ECS ECS ECS ECS BI BI BI BI BI BI Estimate 779 739 720 717 784 773 798 841 861 897 852 822 843 822 801 Variances: (Group number - Default model) ESQ e27 e28 e29 e1 e2 e3 e4 e5 e6 e7 e8 e9 e10 e11 e12 e13 e14 e15 e16 e20 e19 e18 e17 Estimate 100 099 349 391 988 546 586 569 574 588 597 618 703 513 562 545 591 585 635 528 570 605 465 378 S.E .012 011 035 044 065 041 044 042 042 044 045 045 047 039 042 041 043 042 045 040 042 046 038 033 C.R 8.592 8.678 9.930 8.797 15.290 13.210 13.384 13.439 13.634 13.371 13.224 13.690 15.064 13.138 13.532 13.368 13.827 13.992 14.015 13.308 13.480 13.013 12.100 11.477 P *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** Label par_23 par_24 par_25 par_26 par_27 par_28 par_29 par_30 par_31 par_32 par_33 par_34 par_35 par_36 par_37 par_38 par_39 par_40 par_41 par_42 par_43 par_44 par_45 par_46 115 e21 e22 e23 e24 e25 e26 Estimate 496 550 562 554 653 717 S.E .042 042 041 042 048 052 C.R 11.920 13.151 13.641 13.308 13.640 13.883 P *** *** *** *** *** *** Label par_47 par_48 par_49 par_50 par_51 par_52 Standardized Total Effects (Group number - Default model) ET ECS BI BehavInt6 BehavInt5 BehavInt4 BehavInt3 BehavInt2 BehavInt1 E_CustSatis1 E_CustSatis2 E_CustSatis3 E_CustSatis4 E_Trust8 E_Trust7 E_Trust6 E_Trust5 E_Trust4 E_Trust3 E_Trust2 E_Trust1 E_Serqual8 E_Serqual7 E_Serqual6 E_Serqual5 E_Serqual4 E_Serqual3 E_Serqual2 E_Serqual1 ESQ 708 686 664 532 546 560 546 566 596 591 577 548 531 555 508 510 523 552 543 563 333 755 792 782 760 777 781 793 303 ET 000 485 625 501 514 527 514 533 561 417 407 387 375 784 717 720 739 779 766 795 470 000 000 000 000 000 000 000 000 ECS 000 000 645 517 530 544 530 550 579 861 841 798 773 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 BI 000 000 000 801 822 843 822 852 897 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 Standardized Direct Effects (Group number - Default model) ESQ ET ECS BI 116 ET ECS BI BehavInt6 BehavInt5 BehavInt4 BehavInt3 BehavInt2 BehavInt1 E_CustSatis1 E_CustSatis2 E_CustSatis3 E_CustSatis4 E_Trust8 E_Trust7 E_Trust6 E_Trust5 E_Trust4 E_Trust3 E_Trust2 E_Trust1 E_Serqual8 E_Serqual7 E_Serqual6 E_Serqual5 E_Serqual4 E_Serqual3 E_Serqual2 E_Serqual1 ESQ 708 343 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 755 792 782 760 777 781 793 303 ET 000 485 313 000 000 000 000 000 000 000 000 000 000 784 717 720 739 779 766 795 470 000 000 000 000 000 000 000 000 ECS 000 000 645 000 000 000 000 000 000 861 841 798 773 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 BI 000 000 000 801 822 843 822 852 897 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 Standardized Indirect Effects (Group number - Default model) ET ECS BI BehavInt6 BehavInt5 BehavInt4 BehavInt3 BehavInt2 BehavInt1 E_CustSatis1 ESQ 000 343 664 532 546 560 546 566 596 591 ET 000 000 313 501 514 527 514 533 561 417 ECS 000 000 000 517 530 544 530 550 579 000 BI 000 000 000 000 000 000 000 000 000 000 117 E_CustSatis2 E_CustSatis3 E_CustSatis4 E_Trust8 E_Trust7 E_Trust6 E_Trust5 E_Trust4 E_Trust3 E_Trust2 E_Trust1 E_Serqual8 E_Serqual7 E_Serqual6 E_Serqual5 E_Serqual4 E_Serqual3 E_Serqual2 E_Serqual1 ESQ 577 548 531 555 508 510 523 552 543 563 333 000 000 000 000 000 000 000 000 ET 407 387 375 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 ECS 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 BI 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 000 CMIN Model Default model Saturated model Independence model NPAR 52 351 26 CMIN 703.357 000 7799.788 DF 299 325 P 000 CMIN/DF 2.352 000 23.999 RMR, GFI Model Default model Saturated model Independence model RMR 259 000 595 GFI 904 1.000 166 AGFI 888 PGFI 770 100 154 NFI Delta1 910 1.000 000 RFI rho1 902 IFI Delta2 946 1.000 000 TLI rho2 941 Baseline Comparisons Model Default model Saturated model Independence model 000 000 CFI 946 1.000 000 RMSEA 118 Model Default model Independence model RMSEA 053 220 LO 90 048 216 HI 90 058 224 PCLOSE 137 000 The End! 119