Anexo IV: Hoja de información a los participantes en

Ticehurst and Veal (2000) state that “reliability is the extent to which research findings would be the same if the research were to be repeated at a later date,

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or with a different sample of subjects.” In other words, the reliability of a measure reveals the extent to which the bias (being error-free) is not included in the measure, and hence, consistent measurements across time and different items in the instrument are offered (Alhaiou, 2011). The most popular indicator, Cronbach’s coefficient alpha, was adopted in this study to assess the reliability of a measurement scale with multi-point items, which reflected the homogeneity of the items in the scale. Sekaran (2000) claims that a reliability result of less than 0.6 is unacceptable, a result of at least 0.7 is acceptable, and results over 0.8 are considered to be good. Apart from the Cronbach’s alpha, another indicator, Corrected Item-Total Correlation (CITC), which is the correlation between scores on each item and the total scale scores, can help the author to measure something different from the scale as a whole (Pallant, 2010).

4.4.2.1 Reliability test of OLSM

The Cronbach's Alpha value shown in the reliability statistics table is 0.863 (>0.8), suggesting outstanding internal consistency reliability for the scale with this sample.

Table 4-9 Reliability Statistics of OLSM

Cronbach’s Alpha Cronbach’s Alpha Based

on Standardized items N of Items

0.863 0.865 5

In addition, the CITC values shown in Table 4-10 demonstrate an indication of the degree to which each item correlates with the total score. Low values (less than 0.3) indicate that the item is measuring something different to the scale as a whole (Pallant, 2010). DeVellis (2003) also mentioned that items whose CITC values are over 0.5 should be kept and values below should be rejected. In this study, all CITC values from OLMS1 to OLMS5 are over 0.5. In addition, comparing the values in the column for Cronbach’s Alpha, if an item is deleted with the final alpha value obtained, the final value of 0.863 is the highest, which means that there is no need to consider removing any item from the scale.

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Table 4-10 Item-Total Statistics of OLSM

Measurement items Scale Mean if Item Deleted Scale Variance if Item Deleted Corrected Item-Total Correlation Squared Multiple Correlation Cronbach's Alpha if item deleted OLSM1 19.39 31.290 0.737 0.552 0.820 OLSM2 19.50 33.302 0.668 0.556 0.838 OLSM3 20.75 33.063 0.573 0.479 0.863 OLSM4 20.14 29.941 0.760 0.632 0.813 OLSM5 19.36 33.738 0.688 0.596 0.834 4.4.2.2 Reliability of e-satisfaction

As shown in table 4-11, all the values of CITC from ES1 to ES4 are far over 0.5 and the Cronbach's Alpha value is 0.896 (>0.8), suggesting excellent internal consistency reliability for the scale with this sample.

Furthermore, all the values in the column for Cronbach’s Alpha if item deleted are smaller than the final Cronbach’s Alpha 0.896. Hence, there is no need to remove any item from the scale to increase the final Cronbach’s Alpha.

Table 4-11 Reliability of E-satisfaction Initial Measurement

Measurement items Corrected Item- Total Correlation Cronbach's Alpha if item deleted Cronbach's Alpha ES1 0.755 0.871 0.896 ES2 0.841 0.843 ES3 0.706 0.893 ES4 0.792 0.857

71 4.4.2.3 Reliability of e-trust

As indicated in table 4-12, all the values of CITC from ET1 to ET4 are far over 0.5, and the Cronbach's Alpha value is 0.939 (>0.8), revealing excellent internal consistency reliability for the scale with this sample.

Also, all the values in the column for Cronbach’s Alpha if an item is deleted are smaller than the final Cronbach’s Alpha of 0.939. Hence, there is no need to eliminate any item from the scale to increase the final Cronbach’s Alpha.

Table 4-12 Reliability of E-trust Initial Measurement

4.4.2.4 Reliability of e-commitment

As indicated in table 4-13, all the values of CITC from EC1 to EC3 are far over 0.5, and the Cronbach's Alpha value is 0.808 (>0.8), revealing good internal consistency reliability for the scale with this sample.

In addition, all the values in the column for Cronbach’s Alpha if an item is deleted are less than the final Cronbach’s Alpha. Hence, there is no need to delete any item from the scale to increase the final Cronbach’s Alpha.

Table 4-13 Reliability of E-commitment Initial Measurement

Measurement items Corrected Item- Total Correlation Cronbach's Alpha if item deleted Cronbach's Alpha ET1 0.874 0.913 0.939 ET2 0.815 0.934 ET3 0.836 0.926 ET4 0.899 0.906

Measurement items Corrected Item- Total Correlation Cronbach's Alpha if item deleted Cronbach's Alpha EC1 0.642 0.757 0.808

72 4.4.2.5 Reliability of e-loyalty

As indicated in table 4-14, all the values of CITC from EL1 to EL5 are far over 0.5, and the Cronbach's Alpha value is 0.940 (>0.8), revealing good internal consistency reliability for the scale with this sample.

In addition, all the values in the column for Cronbach’s Alpha if an item is deleted are less than the final Cronbach’s Alpha 0.940. Hence, there is no need to delete any item from the scale to increase the final Cronbach’s Alpha.

Table 4-14 Reliability of E-loyalty Initial Measurement

4.4.2.6 Reliability of signal credibility

As indicated in table 4-15, all the values of CITC from MS1 to MS3 are over 0.5, and the Cronbach's Alpha value is 0.770 (>0.7), revealing acceptable internal consistency reliability for the scale with this sample.

In addition, all the values in the column for Cronbach’s Alpha if an item is deleted are less than the final Cronbach’s Alpha. Hence, there is no need to delete any item from the scale to increase the final Cronbach’s Alpha.

EC2 0.721 0.668

EC3 0.618 0.779

Measurement items Corrected Item- Total Correlation Cronbach's Alpha if item deleted Cronbach's Alpha EL1 0.889 0.916 0.940 EL2 0.777 0.938 EL3 0.853 0.923 EL4 0.881 0.918 EL5 0.794 0.933

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Table 4-15 Reliability of Signal Credibility Initial Measurement

4.4.2.7 Reliability of switching cost

As indicated in table 4-16, all the values of CITC from SC1 to SC4 are far over 0.5, and the Cronbach's Alpha value is 0.889 (>0.8), revealing good internal consistency reliability for the scale with this sample.

In addition, all the values in the column for Cronbach’s Alpha if an item is deleted are less than the final Cronbach's Alpha 0.889. Hence, there is no need to remove any item from the scale to increase the final Cronbach’s Alpha.

Table 4-16 Reliability of Switching Cost Initial Measurement