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Research Journal of the University of Ruhuna, Sri Lanka- Rohana 13, 2021

Table 3: Correlations Matrix & Fornell & Larcker Criterion

Behavioral Attitudinal Brand Cognit Complaint Physical
Loyalty Loyalty Image Ease Resolution Ease
Satisfaction
Behavioral 0.747*
Loyalty
Attitudinal 0.434 0.790*
loyalty
Brand 0.588 0.53 0.788*
Image
Cognitive 0.548 0.577 0.603 0.817*
Ease
Complaint 0.461 0.534 0.505 0.427 0.789*
Resolution
Satisfaction
Physical 0.408 0.456 0.508 0.44 0.466 0.768*
Ease
* √AVE : Square Roots of the AVE Source: Survey Data, 2018.

Table 4: Collinearity Statistics (VIF)

Behavioral Attitudinal Brand Complaint
Loyalty loyalty Image Satisfaction
Brand Image 1.343 1.343

Cognitive Ease 1.345 1.241
Complaint Resolution 1.343 1.343 1.385

Satisfaction
Physical Ease 1.405 1.241

Source: Survey Data, 2018

Table 5: Model Fit

Saturated Model Estimated Model
SRMR 0.063 0.078

Source: Survey Data, 2018.

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