Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender

Future Business Journal

Table 2 Measurement model assessment

Constructs	Items	Loadings	CA	CR	AVE
ACL	I always consider my m-payment provider as my first choice	0.867	0.709	0.838	0.635
	I consider myself to be a loyal customer	0.813
	I encourage sharing information about m-payment providers with friends, family members and colleagues, close people	0.700
BCL	I will keep using the m-payment service provider	0.833	0.705	0.833	0.626
	I will use this provider the next time I need a new service	0.757
	I occasionally consider switching to another service provider	0.780
FQ	Whenever I am paying my bills, I receive service with promptness	0.573	0.727	0.810	0.580
	I received mobile payment services correctly, as I expected	0.521
	My provider improved customer service and offered	0.600
	When I call the service centre, I find them willing to help with my inquiry	0.618
	I get personal attention when calling the service centre	0.695
	There is continuous improvement in mobile payment services	0.685
	My provider keeps me informed on important information	0.606
RQ	My provider provides an excellent service	0.795	0.867	0.900	0.601
	My service provider is successful	0.816
	My service provider makes many contributions to society	0.725
	It has superior mobile phone technology in m-payment services	0.797
	My provider is sincere with her customers	0.731
	My provider has a good reputation	0.782
TQ	My mobile payment services provider completed the service successfully	0.816	0.784	0.827	0.617
	Mobile payment services can be completed without interaction	0.856
	When I wrongly transfer money to an unexpected person, I get a technical solution	0.674