Investigating the effect of pharmaceutical logistics service performance on customer satisfaction: a two-step approach with structural equation modeling

Table 4 Correlation coefficients, discriminant validity, and reliability of factors

Factors	IQ	OP	PCQ	PA	T	OA	ODH	CH	AVE	α	CR
IQ	0.751								0.564	0.783	0.793
OP	0.241**	0.713							0.508	0.779	0.803
PCQ	0.407**	0.182**	0.765						0.585	0.791	0.807
PA	0.270**	0.101	0.400**	0.679					0.461	0.754	0.769
T	0.189**	0.239**	0.230**	0.053	0.719				0.517	0.708	0.745
OA	0.287**	0.197**	0.304**	0.284**	0.243**	0.778			0.605	0.805	0.819
ODH	0.341**	0.127*	0.256**	0.562**	0.223**	0.210**	0.724		0.524	0.809	0.808
CH	0.345**	0.198**	0.436**	0.335**	0.221**	0.313**	0.410**	0.69	0.477	0.709	0.731
Satis	0.365**	0.191**	0.559**	0.411**	0.303**	0.524**	0.593**	0.606**		0.868

^** p < 0.01, * p < 0.05 (2-tailed), diagonal numbers represent the square root of average variance extracted (AVE) for each factor
α Cronbach alpha, CR composite reliability

ISSN: 2052-3211