Table 4.

Heterotrait-monotrait (HTMT) ratio.

	IQ	WA	PP	WC	PS	PO	WP	SA	SL	RP	SC	PR	TD	OA	DC	SQ	S	T	RI	WOM
IQ
WA	0.703
PP	0.639	0.491
WC	0.693	0.774	0.717
PS	0.688	0.648	0.760	0.830
PO	0.589	0.470	0.342	0.389	0.420
WP	0.545	0.365	0.339	0.336	0.378	0.787
SA	0.568	0.474	0.351	0.381	0.367	0.740	0.679
SL	0.487	0.324	0.170	0.287	0.359	0.504	0.729	0.510
RP	0.478	0.331	0.258	0.273	0.363	0.532	0.596	0.478	0.743
SC	0.539	0.340	0.275	0.318	0.328	0.578	0.634	0.675	0.535	0.727
PR	0.500	0.333	0.244	0.291	0.349	0.489	0.513	0.506	0.503	0.614	0.807
TD	0.550	0.390	0.311	0.323	0.360	0.631	0.677	0.778	0.628	0.493	0.574	0.540
OA	0.541	0.400	0.299	0.359	0.400	0.692	0.696	0.772	0.540	0.588	0.752	0.662	0.875
DC	0.517	0.339	0.148	0.249	0.274	0.504	0.501	0.602	0.428	0.430	0.577	0.399	0.576	0.709
SQ	0.615	0.441	0.348	0.392	0.430	0.658	0.696	0.704	0.457	0.568	0.746	0.569	0.745	0.836	0.632
S	0.599	0.386	0.350	0.383	0.385	0.708	0.715	0.721	0.452	0.633	0.813	0.681	0.683	0.855	0.617	0.883
T	0.539	0.365	0.288	0.320	0.386	0.631	0.781	0.734	0.596	0.601	0.722	0.694	0.752	0.822	0.571	0.787	0.898
RI	0.430	0.318	0.259	0.267	0.297	0.557	0.604	0.637	0.416	0.471	0.521	0.416	0.551	0.653	0.462	0.676	0.812	0.761
WOM	0.573	0.357	0.306	0.351	0.411	0.653	0.670	0.620	0.430	0.529	0.670	0.561	0.560	0.755	0.544	0.771	0.867	0.816	0.871
SR	0.450	0.260	0.204	0.255	0.284	0.569	0.670	0.665	0.522	0.607	0.648	0.494	0.580	0.700	0.618	0.774	0.838	0.802	0.870	0.842

Notes: IQ: Information Quality; WA: Website Aesthetics; PP: Purchase Process; WC: Website Convenience; PS: Product Selection; PO: Price Offerings; WP: Website Personalization; SA: System Availability; SL: Service Level; RP: Returns Handling/Policies; SC: Security; PR: Privacy; TD: Timeliness of Delivery; OA: Order Accuracy; DC: Delivery Condition; SQ: Overall Service Quality; S: Customer Satisfaction; T: Customer Trust; RI: Repurchase Intention; WOM: Word of Mouth; SR: Site Revisit.