Constructs

Code name

Cronbach’s α

Factor loadings

Communalities

Technology standard complexity

A1

0.860

0.874

0.774

A2

0.897

0.810

A3

0.875

0.776

Technology upgradability

A4

0.939

0.911

0.837

A5

0.931

0.869

A6

0.948

0.903

A7

0.884

0.782

Customer investment

A8

0.837

0.816

0.713

A9

0.878

0.788

A10

0.843

0.750

Customer experience

A11

0.728

0.786

0.619

A12

0.794

0.636

A13

0.789

0.690

A14

0.765

0.659

Procedural switching cost

B1

0.728

0.784

0.636

B2

0.763

0.697

B3

0.796

0.673

B4

0.784

0.708

Lost benefits cost

B5

0.748

0.736

629

B6

0.870

0.779

B7

0.781

0.783

Social switching cost

B8

0.791

0.800

0.691

B9

0.879

0.808

B10

0.799

0.865

Customer retention

C1

0.672

0.794

0.622

C2

0.806

0.757

C3

0.730

0.625

C4

0.506

0.650