Achieving customer loyalty during post-pandemic: an asymmetric approach

Future Business Journal

Table 1 Factor loadings, reliability and convergent validity

	λ	Alpha	CR	AVE
Corporate social responsibility		0.945	0.943	0.733
CSR2	0.789
CSR3	0.829
CSR4	0.893
CSR5	0.893
CSR6	0.873
CSR7	0.854
Service quality		0.880	0.879	0.646
SR1	0.786
SR2	0.799
SR3	0.800
SR5	0.829
Customer experience		0.919	0.917	0.612
EXP1	0.740
EXP2	0.769
EXP3	0.777
EXP4	0.830
EXP5	0.810
EXP6	0.782
EXP7	0.764
Customer satisfaction		0.938	0.938	0.706
SAT1	0.879
SAT2	0.886
SAT3	0.890
SAT4	0.795
SAT5	0.859
SAT6	0.756
Customer trust		0.896	0.897	0.684
TR1	0.847
TR2	0.819
TR3	0.811
TR4	0.835
Customer commitment		0.926	0.929	0.721
COMM1	0.864
COMM2	0.848
COMM3	0.839
COMM4	0.876
COMM5	0.821
Customer loyalty		0.940	0.939	0.717
LOY1	0.841
LOY2	0.868
LOY3	0.879
LOY4	0.848
LOY5	0.845
LOY6	0.807