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Table 2 Measurement items, factor loadings, average variance extracted (AVE), and composite reliabilities

From: Does e-learning service quality influence e-learning student satisfaction and loyalty? Evidence from Vietnam

E-learning service quality attributes Factor loading Composite reliability AVE
Factor 1 (F1): E-learning system quality   0.97 0.70
 f11: The layout of the information at my university’s e-learning website is easy to follow 0.80   
 f111: I feel the risk associated with e-transactions is low through my university’s e-learning website 0.86   
 f112: I feel secure in providing sensitive information for e-transactions through my university’s e-learning website 0.86   
 f114: The information on my university’s e-learning website is up-to-date 0.83   
 f116: My university’s e-learning course website provides me with valuable information 0.81   
 f117: My university’s e-learning course website allows me to find information easily 0.80   
 f118: My university’s e-learning course website is visually appealing 0.83   
 f119: With my e-learning, when my university promises to do something by a certain time, it does so. 0.86   
 f13: It is easy for me to complete a transaction through my university’s e-learning website 0.85   
 f14: I do not encounter long delays when searching for information on my university’s e-learning website 0.87   
 f17: The information on my university’s e-learning website is accurate 0.81   
 f18: The e-transactions are accurately dealt with 0.85   
Factor 2 (F2): E-learning instructor and course materials quality   0.96 0.66
 f21: My university’s e-learning instructors are knowledgeable in their fields 0.81   
 f210: My university’s e-learning course materials are practical 0.80   
 f211: My university’s e-learning course materials challenge me to think 0.86   
 f212: My university’s e-learning course exams are reasonable in length and difficulty 0.81   
 f22: My university’s e-learning instructors quickly and efficiently respond to student needs 0.80   
 f23: My university’s e-learning instructors consistently provide good lectures 0.80   
 f24: My university’s e-learning instructors are well prepared and organized 0.77   
 f25: My university’s e-learning instructors provide an environment which encourages interactive participation 0.84   
 f26: My university’s e-learning instructors have the students’ best long-term interests in mind 0.82   
 f28: My university’s e-learning course materials are useful 0.84   
 f29: My university’s e-learning course materials are up-to-date 0.84   
 f213: My university’s e-learning course assignments are reasonable in length and difficulty 0.75   
Factor 3 (F3): E-learning administrative and support service quality   0.94 0.71
 f31: My university gets its e-learning support service right the first time 0.84   
 f33: With my e-learning, my university’s staff tells me exactly when the service I require will be performed 0.84   
 f34: For my e-learning, my university’s staff gives me prompt service 0.86   
 f35: For my e-learning, my university’s staff has my best interests at heart 0.84   
 f36: For my e-learning, my university’s staff understands my specific needs 0.80   
 f37: For my e-learning, my university’s staff gives me personal attention 0.84   
 f38: For my e-learning, the help desk of my university has convenient operating hours 0.88   
  1. Note: p < .01