Interpersonal dimension of trust on customer interaction in the banking sector

Figures & data

Table 1. Factor loadings

Construct	Items	Loadings
Benevolence Trust	BT1	0.786
	BT2	0.793
	BT3	0.748
	BT4 BT5	0.898 0.890
Cognitive Trust	CT1	0.828
	CT2	0.902
	CT4	0.862
	CT5	0.849
Affective Trust	AT1	0.795
	AT3	0.795
	AT4	0.775
	AT5	0.780
	AT6	0.717
Customer Interaction	CIB1	0.816
	CIB2	0.813
	CIB3	0.715
	CIB4	0.777
	CIB5	0.773
	CIB6	0.740

Note: CT3, AT2, and CIB7 were deleted because of low loading of 0.70: A Construct, Items, Factor Loadings.

Table 2. Alpha, rho_A, composite reliability, and convergent validity of the constructs

	Cronbach’s Alpha	rho_A	Composite Reliability	Average Variance Extracted (AVE)
Affective Trust	0.835	0.847	0.881	0.597
Benevolence Trust	0.881	0.890	0.914	0.681
Cognitive Trust	0.883	0.888	0.919	0.741
Customer Interaction	0.865	0.868	0.899	0.598

Table 3. Discriminant validity of the constructs based on HTMT_0.9 and HTMT_inference Criteria

Constructs	Affective Trust	Benevolence Trust	Cognitive Trust
Benevolence Trust	0.693
Cognitive Trust	0.757	0.741
Customer Interaction	0.841	0.880	0.881

Note: HeteroTrait-MonoTrait.

Figure 1. Results of the structural equation model analysis

Table 4. Collinearity assessment among the constructs

Constructs	VIF
Affective Trust	2.088
Benevolence Trust	1.888
Cognitive Trust	2.294

Table 5. Final path coefficients

Paths	Original sample	T statistics	p values	5.00%	95.00%
Affective Trust-> Customer Interaction	0.276	6.676	.000	0.208	0.344
Benevolence Trust-> Customer Interaction	0.422	9.320	.000	0.351	0.501
Cognitive Trust-> Customer Interaction	0.308	8.296	.000	0.245	0.366

Table 6. Effect sizes of the exogenous constructs on the model’s predictive accuracy and relevance

Exogenous constructs	f^2	Q^2
Affective Trust	0.165	0.453
Benevolence Trust	0.424
Cognitive Trust	0.186

Table 7. Model out-of-sample predictive power

	R^2	RMSE	Q2_predict	RMSE	RMSEpls-RMSElm
CIB1	0.778	0.659	0.346	0.537	0.122
CIB2		0.611	0.372	0.511	0.100
CIB3		0.622	0.413	0.414	0.208
CIB4		0.555	0.517	0.544	0.011
CIB5		0.532	0.462	0.511	0.021
CIB6		0.441	0.601	0.404	0.037