Construct reliability and validity should be achieved to assess the quality of
the overall model. The results of this analysis are reported in Table II. One item of the
interaction quality dimension (IQ-5) was eliminated due to its unacceptable loading
(0.39) (Hulland, 1999). Moreover, the two-item dimension of service environment failed
to load with an acceptable value in the PSQ construct (0.42). Thus, it was also
eliminated from the analysis. The item loadings of the rest of items ranged from 0.67 to
0.92 (except RI-2¼0.47), which is quite acceptable (Hulland, 1999). The item RI-2 was
retained as several scholars argue that the rule of thumb should not be rigid and items
with loadings of around 0.5 may still be retained as long as the overall reliability and
validity of the construct still satisfies threshold values (Barclay et al., 1995). Construct