Table 2. Construct reliability, validity & multi-collinearity of survey items.
| Construct | Indicators | CA | CR | AVE | OL | IR | VIF |
|---|---|---|---|---|---|---|---|
| Communal focus | CF1: I am going to speak up when the other fans of your brand community might be going to face a harmful situation. | 0.828 | 0.897 | 0.745 | 0.868 | 0.753 | 2.040 |
| CF2: I complain when my brand community members see a harmful situation coming. | 0.906 | 0.821 | 2.356 | ||||
| CF3: I engage in a negative WOM when we are going to face a hurtful situation. | 0.813 | 0.661 | 1.659 | ||||
| Customer advocacy | CA1: Generally, I would recommend my FinTech apps to my friends and family. | 0.834 | 0.889 | 0.668 | 0.816 | 0.666 | 1.815 |
| CA2: I promote the brand because of the monetary referral benefits provided by the brand. | 0.771 | 0.594 | 1.615 | ||||
| CA3: When I hear people speaking badly about my app I try to defend it. | 0.817 | 0.667 | 1.775 | ||||
| CA4: I insist my family and friends use my FinTech app. | 0.864 | 0.746 | 2.128 | ||||
| Customer engagement behaviour | CSMI: Customers’ Social Media Influence. | 0.891 | 0.925 | 0.754 | 2.382 | ||
| CEB_1: I feel an emotional link with my app/company. | 0.836 | 0.781 | 2.033 | ||||
| CEB_2: I actively discuss this app with other customers on social media. | 0.893 | 0.797 | 2.920 | ||||
| CEB_3: I seek advice from other customers on how to solve the problems. | 0.856 | 0.733 | 2.398 | ||||
| CEB_4: I love talking about the benefits and positive app experiences with other customers on social media. | 0.886 | 0.785 | 2.920 | ||||
| FM Form/Modality: | 0.894 | 0.923 | 0.705 | 2.585 | |||
| CEB _5: I would organize a public action against the firm in the case of a dispute. | 0.826 | 0.682 | 2.187 | ||||
| CEB _6: I tend to express my experiences through blogs. | 0.758 | 0.574 | 1.663 | ||||
| CEB _7: I actively participate in firm-organized charity events, donating money and time. | 0.886 | 0.785 | 3.044 | ||||
| CEB _8: I generally donate through charity events but do not have the time to participate in them. | 0.888 | 0.788 | 3.288 | ||||
| CEB _9: I tend to complain about the app/firm on social media forums. | 0.834 | 0.695 | 2.470 | ||||
| Choice of Channel : Preference for communication channel while dealing with other customers and company. | 0.867 | 0.900 | 0.602 | 1.350 | |||
| CEB _10: with other customers in-person. | 0.755 | 0.571 | 1.829 | ||||
| CEB _11: with other customers via the Internet (social media or website). | 0.783 | 0.614 | 2.551 | ||||
| CEB _12: with other customers via phone, mail, or e-mail. | 0.834 | 0.696 | 2.896 | ||||
| CEB _13: with the company in-person customer to firm. | 0.750 | 0.563 | 1.756 | ||||
| CEB _14: with the company via the Internet (social-media or website). | 0.790 | 0.624 | 2.517 | ||||
| CEB _15: with the company via phone/mail/e-mail. | 0.736 | 0.542 | 2.286 | ||||
| Scope | 0.926 | 0.947 | 0.819 | 2.796 | |||
| CEB _16: My product-related expressions and actions help my company. | 0.847 | 0.718 | 2.180 | ||||
| CEB _17: I provide feedback about my app experiences to the firm. | 0.917 | 0.840 | 3.672 | ||||
| CEB _18: I provide suggestions for improving the performance of the app. | 0.939 | 0.883 | 4.229 | ||||
| CEB _19: I provide feedback/suggestions for developing new service offerings for my app. | 0.913 | 0.834 | 4.131 | ||||
| Emotions | Happiness: Unhappy/Happy | 0.876 | 0.915 | 0.728 | 0.874 | 0.767 | 2.449 |
| Contentment: Discontented/Contented | 0.836 | 0.699 | 2.070 | ||||
| Pleasure: Displeased/Pleased | 0.892 | 0.796 | 2.657 | ||||
| Frustration: Enjoyable/Frustrating | 0.81 | 0.656 | 1.843 | ||||
| Moral identity | MI1: I want to warn others of bad financial applications. | 0.828 | 0.876 | 0.642 | 0.694 | 0.482 | 2.325 |
| MI2: I want to save others from having the same negative experiences as me. | 0.702 | 0.493 | 2.412 | ||||
| MI3: I want to help others with my own positive experiences. | 0.911 | 0.830 | 3.061 | ||||
| MI4: I want to allow others to install/use the right financial application. | 0.882 | 0.778 | 2.898 | ||||
| Perceived benefits | PB1: I manage to doFinTech transactions in the least amount of time. | 0.909 | 0.930 | 0.687 | 0.772 | 0.596 | 2.019 |
| PB2: It has useful features. | 0.857 | 0.734 | 2.753 | ||||
| PB3: This financial application gives me better deals. | 0.847 | 0.717 | 2.486 | ||||
| PB4: The app has exclusive time-bound offers. | 0.831 | 0.691 | 2.363 | ||||
| PB5: While shopping through the app, I find what I'm looking for quickly. | 0.843 | 0.711 | 2.654 | ||||
| PB6: I expend little effort to do transactions through FinTech compared to other channels. | 0.821 | 0.674 | 2.380 | ||||
| Perceived cost | PC1: App installation cost is not very high | 0.642 | 0.800 | 0.574 | 0.68 | 0.462 | 1.330 |
| PC2: Transaction processing cost with FinTech applications is high. | 0.715 | 0.511 | 1.193 | ||||
| PC3: These applications help me save money. | 0.856 | 0.733 | 1.291 | ||||
| Self-concept | SC1: I identify with what my company or app stands for. | 0.879 | 0.912 | 0.674 | 0.798 | 0.637 | 2.236 |
| SC2: I feel a sense of belonging concerning my company. | 0.845 | 0.714 | 2.524 | ||||
| SC3: I bring up things I have seen on this app in conversations with other people. | 0.794 | 0.630 | 1.821 | ||||
| SC4: When I talk about this brand, I usually say ‘we’ rather than they. | 0.842 | 0.709 | 2.539 | ||||
| SC5: This brand’s successes are my successes. | 0.826 | 0.682 | 2.462 |
CA = cronbach alpha; CR = composite reliability; AVE = average variance extracted; OL = outer loadings (standardised); IR = indicator reliability; CEB = customer eengagement behaviour; VIF = variance inflation factor; CF = communal focus; MI = Moral identity; PB = perceived benefits; PC = perceived cost; CA = customer advocacy; SC = self-concept.