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Evaluation of the e-service quality in service encounters with incidents: Differences according to the socio-demographic profile of the online consumer
Evaluación de la calidad de servicio electrónico en encuentros de servicio con incidents: Diferencias según el perfil sociodemográfico del consumidor online
Ramón Barrera Barrera
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rbarrera@us.es

Corresponding author.
, Antonio Navarro García, Manuel Rey Moreno
University of Seville, Management and Marketing Department, Ramón y Cajal, 1, 41018 Seville, Spain
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    "textoCompleto" => "<span class="elsevierStyleSections"><span id="sec0005" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0035">Introduction</span><p id="par0005" class="elsevierStylePara elsevierViewall">The percentage of Internet users who make purchases is growing and there are many companies with an online presence who use the Internet as a new platform to provide their services&#46; Specifically&#44; 40&#37; of the population of the EU 27 has purchased goods or services through the Internet &#40;<a class="elsevierStyleCrossRef" href="#bib0145">Eurostat&#44; 2011</a>&#41;&#46; This volume of business generated by the B2C e-commerce accounts for 14&#37; of the total turnover of companies in these countries&#46; In addition&#44; 70&#37; of households and 85&#37; of companies in the EU 27 are connected to the Web &#40;<a class="elsevierStyleCrossRef" href="#bib0145">Eurostat&#44; 2011</a>&#41;&#46;</p><p id="par0010" class="elsevierStylePara elsevierViewall">Typically&#44; online customers can more easily compare alternatives than offline customers and a competing offer is just a few clicks away on the Internet &#40;<a class="elsevierStyleCrossRef" href="#bib0310">Shankar&#44; Smith&#44; &#38; Rangaswamy&#44; 2003</a>&#41;&#46; Add to that that online consumers have a wider range of choices in selecting products and services&#44; and highly competitive prices&#46; As a result&#44; competition between different Websites is high in order to attract the users&#8217; attention and make them repeat a visit&#46; In this situation&#44; it is generally not easy for online retailers to gain competitive advantages based solely on a cost leadership strategy &#40;<a class="elsevierStyleCrossRef" href="#bib0185">Jun&#44; Yang&#44; &#38; Kim&#44; 2004</a>&#41;&#46; Many researchers point out that to deliver a superior service quality is one of the key determinants of online retailers&#8217; success &#40;<a class="elsevierStyleCrossRef" href="#bib1400">Zeithaml&#44; Parasuraman&#44; &#38; Malhotra&#44; 2002</a>&#41; and it is a major driving force on the route to long-term success &#40;<a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht &#38; Koese&#44; 2006</a>&#41;&#46;</p><p id="par0015" class="elsevierStylePara elsevierViewall">To set out which aspects must be evaluated in the service quality&#44; many researchers have used the service encounter approach &#40;<a class="elsevierStyleCrossRefs" href="#bib0030">Bitner&#44; 1990&#59; Bitner&#44; Booms&#44; &#38; Tetrault&#44; 1990</a>&#59; etc&#46;&#41;&#46; <a class="elsevierStyleCrossRef" href="#bib0320">Shostack &#40;1985&#58; p&#46; 243&#41;</a> defines the term service encounter as &#8220;a period of time during which a consumer directly interacts with a service&#8221;&#46; This definition encompasses all aspects of the service firm with which the consumer may interact&#44; including its personnel&#44; its physical facilities and other tangible elements&#44; during a given period of time&#46; <a class="elsevierStyleCrossRef" href="#bib0320">Shostack &#40;1985&#41;</a> does not limit the encounter to the interpersonal interactions between the customer and the firm&#46; In fact&#44; she suggests that service encounters can occur without any human interaction element&#46; This view of a service encounter is still valid in the online services context&#46; In the evaluation of e-service quality&#44; it is necessary to consider all the cues and encounters that occur before&#44; during and after the transactions &#40;<a class="elsevierStyleCrossRef" href="#bib1400">Zeithaml et al&#46;&#44; 2002</a>&#41;&#46; Specifically&#44; two different service encounters can take place in the context of Internet&#58; &#40;1&#41; service encounters with non-interpersonal interactions&#44; during which customers get the service for themselves&#44; without the presence of employees &#40;service encounter without incidents&#41; and &#40;2&#41; service encounters with interpersonal and non-interpersonal interactions&#46; Generally&#44; the interactions with a member of the organization take place when a customer needs to solve any problem or doubt that may arise during the service delivery &#40;service encounter with incidents&#41;&#46; However&#44; most of the papers that appear in the literature are performed in service encounters without incidents&#46;</p><p id="par0020" class="elsevierStylePara elsevierViewall">On the one hand&#44; in the area of traditional services&#44; the literature shows that the perception of the service quality can significantly differ from one customer to another and&#44; consequently&#44; so can their satisfaction and future behavior &#40;<a class="elsevierStyleCrossRefs" href="#bib0200">Kwan &#38; Jing&#44; 1994&#59; S&#225;nchez&#44; S&#225;nchez&#44; Mar&#237;n&#44; &#38; G&#225;zquez&#44; 2007</a>&#41;&#46; Customers can even differently perceive the attributes which make up the service quality&#46; For example&#44; <a class="elsevierStyleCrossRef" href="#bib0230">McDougall and Levesque &#40;1994&#41;</a> show that in the evaluation of the service quality a bank offers&#44; we can find two types of customers&#58; those who give more importance to the provision of services without mistakes and the high competence of the employees and those who value more the bank having a convenient schedule and a good location&#46; Likewise&#44; different studies also suggest that the degree of satisfaction or loyalty to a service varies depending on the type of customer &#40;<a class="elsevierStyleCrossRefs" href="#bib0060">Bryant &#38; Cha&#44; 1996&#59; Mittal &#38; Kamakura&#44; 2001&#59; Naylor &#38; Kleiser&#44; 2002&#59; Patterson&#44; 2007&#59; Yuksel &#38; Yuksel&#44; 2002</a>&#41;&#46;</p><p id="par0025" class="elsevierStylePara elsevierViewall">In the context of electronic services&#44; many works have analyzed whether the Internet user&#39;s sociodemographic profile is related to their purchasing behavior on the Internet &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRefs" href="#bib0090">Chang &#38; Samuel&#44; 2004&#59; Donthu &#38; Garc&#237;a&#44; 1999&#59; Swinyard &#38; Smith&#44; 2003</a>&#59; etc&#46;&#41;&#46; Three types of behavior can be roughly distinguished&#46; On the one hand&#44; there are those Internet users who shop online &#40;online shoppers&#41;&#46; On the other hand&#44; there are those who reject this kind of activity &#40;online non-shoppers&#41;&#46; Moreover&#44; within the segment of Internet users who are not shoppers&#44; we can tell two types of users&#58; those who frequently use Internet although they do not purchase &#40;browser behavior&#41; and those who use Internet infrequently and generally have trouble doing so &#40;reluctant to Internet&#41;&#46; The literature shows that there are significant differences between these segments based on their sociodemographic characteristics &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRefs" href="#bib0025">Bhatnagar &#38; Ghose&#44; 2004&#59; Swinyard &#38; Smith&#44; 2003</a>&#59; etc&#46;&#41;&#46; However&#44; the articles that explore the role that demographic characteristics play in the evaluation of the service quality of a Website are very scarce&#46; Facing this situation&#44; the main purpose of this work is to go deeply into the usefulness of these variables to examine whether there are differences in consumer&#39;s electronic service quality perceptions in service encounters with incidents&#46;</p><p id="par0030" class="elsevierStylePara elsevierViewall">The article is structured as follows&#46; First&#44; we review the most relevant research about the electronic service quality literature&#46; We describe the sample and measures used in the study&#46; Then&#44; we show the results of the empirical research&#46; Finally&#44; we discuss the conclusions and implications for management&#44; the limitations and future research&#46;</p></span><span id="sec0010" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0040">Theoretical background</span><span id="sec0015" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0045">Electronic service quality</span><p id="par0035" class="elsevierStylePara elsevierViewall">The application of technology in services provisions also means the appearance of a new concept&#58; electronic services&#46; The contributions which have been made in the literature about the study of electronic services originate in the areas of marketing services &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0180">Janda&#44; Trocchia&#44; &#38; Gwinner&#44; 2002</a>&#41;&#44; of electronic commerce &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0380">Yoo &#38; Donthu&#44; 2001</a>&#41;&#44; of research about information systems &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0005">Aladwani &#38; Palvia&#44; 2002</a>&#41; or in works which are centered on the technology acceptation model &#40;TAM&#41; &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRefs" href="#bib0130">Davis&#44; 1989&#59; Davis&#44; Bagozzi&#44; &#38; Warshaw&#44; 1989</a>&#59; etc&#46;&#41;&#46; Although there is not a commonly accepted definition about the electronic services concept &#40;<a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht &#38; Koese&#44; 2006</a>&#41;&#44; some have been proposed in the literature&#46; For example&#44; <a class="elsevierStyleCrossRef" href="#bib0290">Rust &#40;2001&#41;</a> defines the concept as &#8220;that service which is offered by an organization through an electronic system&#8221; &#40;p&#46; 283&#41;&#46; <a class="elsevierStyleCrossRef" href="#bib0100">Colby and Parasuraman &#40;2003&#41;</a> suggest that &#8220;electronic services are services offered by an electronic means &#8211;normally Internet &#8211; and which refer to transactions begun and to a great extent controlled by the consumer&#8221; &#40;p&#46; 28&#41;&#46; <a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht and Koese &#40;2006&#41;</a> state that they are &#8220;those services that are offered using information and communication technologies in which the consumer only interacts with a user&#39;s interface&#8221; &#40;p&#46; 23&#41;&#46; In these definitions two basic properties of electronic services stand out&#46; Firstly&#44; they are services which are offered through an electronic system &#8211; e&#46;g&#46;&#44; ATMs&#44; telephonic banking&#44; automatic billing in hotels through an interactive television&#44; vending machines&#44; etc&#46; Secondly&#44; electronic services are technological self-services or self-services based on technology &#40;SSTs&#41; &#40;<a class="elsevierStyleCrossRefs" href="#bib0040">Bitner&#44; Brown&#44; &#38; Meuter&#44; 2000&#59; Dabholkar&#44; 1996&#44; 2000&#59; Meuter&#44; Ostrom&#44; Roundtree&#44; &#38; Bitner&#44; 2000</a>&#41;&#46; Customers begin and control the transaction performing active roles in the services provisions&#44; in such a way that they are able to obtain the product or the service by themselves&#44; even managing to get by without employees who attend the public&#46; Nevertheless&#44; some customers prefer interaction with employees&#44; considering the service encounter as a social experience &#40;<a class="elsevierStyleCrossRef" href="#bib0390">Zeithaml &#38; Gilly&#44; 1987</a>&#41;&#46;</p><p id="par0040" class="elsevierStylePara elsevierViewall">The delivery of these electronic services offers benefits for both firms and customers&#46; The use of technology enables the service provider to have a standardized service delivery&#44; reduced labor costs&#44; to expand the delivery options &#40;<a class="elsevierStyleCrossRef" href="#bib0115">Curran &#38; Meuter&#44; 2005</a>&#41; and to improve productivity and convenience for their employees and customers &#40;<a class="elsevierStyleCrossRef" href="#bib0205">La &#38; Kandampully&#44; 2002</a>&#41;&#46; However&#44; the infusion of technology can also raise concerns of privacy&#44; confidentiality and the receipt of unsolicited communications &#40;<a class="elsevierStyleCrossRef" href="#bib0040">Bitner et al&#46;&#44; 2000</a>&#41;&#46; Some studies have analyzed the factors that contribute to &#40;or not&#41; the use of an SST&#46; For example&#44; the ease of use and usefulness are critical constructs that influence an individual&#39;s attitude toward a technology &#40;<a class="elsevierStyleCrossRef" href="#bib0130">Davis&#44; 1989</a>&#41;&#46; <a class="elsevierStyleCrossRef" href="#bib0115">Curran and Meuter &#40;2005&#41;</a> propose four antecedents for attitudes toward the SSTs&#58; ease of use&#44; usefulness&#44; risk and need for interaction&#46; <a class="elsevierStyleCrossRef" href="#bib0120">Dabholkar &#40;1996&#41;</a> also found control and waiting time to be important determinants for using an SST&#46; More recently&#44; <a class="elsevierStyleCrossRef" href="#bib0020">Belanche&#44; Casal&#243;&#44; and Flavi&#225;n &#40;2011&#41;</a> suggest that the use of online services is determined by the perceived usefulness&#44; the attitude toward its use and the perceived control&#46; Consumers will weigh up these advantages and disadvantages when deciding whether or not to use an SST&#46; Internet has become one primary type of SST&#46;</p><p id="par0045" class="elsevierStylePara elsevierViewall">Since the pioneering work of <a class="elsevierStyleCrossRef" href="#bib1400">Zeithaml et al&#46; &#40;2002&#41;</a>&#44; the quality of online services has been explored in some depth&#46; <a class="elsevierStyleCrossRef" href="#bib0260">Parasuraman&#44; Zeithaml&#44; and Berry &#40;1985&#41;</a> suggest that service quality is an abstract and elusive construct because of three features that are unique to services&#58; the intangibility&#44; heterogeneity and inseparability of production and consumption&#46; The best-known approach for measuring service quality is the SERVQUAL model &#40;<a class="elsevierStyleCrossRef" href="#bib0265">Parasuraman&#44; Zeithaml&#44; &#38; Berry&#44; 1988</a>&#41;&#46; The original five dimensions of SERVQUAL are tangibles&#44; reliability&#44; responsiveness&#44; assurance and empathy&#46; Some academic researchers have extended the SERVQUAL dimensions to the online context &#40;<a class="elsevierStyleCrossRefs" href="#bib0190">Kaynama &#38; Black&#44; 2000&#59; S&#225;nchez-Franco &#38; Villarejo&#44; 2004</a>&#41;&#46; However&#44; traditional theories and concepts about service quality cannot be directly applied to the online context due to the important differences between the two settings&#46; First&#44; the service quality literature is dominated by people-delivered services&#44; while in online services&#44; human-to-human interactions are substituted by customer-to-Website interactions &#40;<a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman&#44; Zeithaml&#44; &#38; Malhotra&#44; 2005</a>&#41;&#46; Therefore&#44; responsiveness and empathy dimensions can be evaluated only when the online customer contacts a member of the organization&#46; Second&#44; although reliability and security dimensions may be useful&#44; tangibles are irrelevant as the customer only interacts with the Website&#46; Third&#44; new dimensions are relevant&#44; such as Website design or information quality&#46; Fourth&#44; if the evaluation of the quality of a traditional service is going to depend especially on the personnel in charge of the service provision&#44; the quality of the services which are offered through Internet are going to largely depend on the consumers themselves and their interaction with the Website &#40;<a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht &#38; Koese&#44; 2006</a>&#41;&#46; Fifth&#44; compared to the traditional quality of service&#44; the e-service quality is an evaluation which is more cognitive than emotional &#40;<a class="elsevierStyleCrossRef" href="#bib0395">Zeithaml&#44; Parasuraman&#44; &#38; Malhotra&#44; 2000</a>&#41;&#46; In this way&#44; these authors state that negative emotions such as annoyance and frustration are less strongly shown than in the quality of the traditional service&#44; while positive feelings of affection or attachment which exist in traditional services do not appear in the Internet context&#46;</p><p id="par0050" class="elsevierStylePara elsevierViewall">Various conclusions can be inferred from reviewing the literature&#58; &#40;1&#41; the e-service quality is a multidimensional construct &#40;<a class="elsevierStyleCrossRef" href="#bib0395">Zeithaml et al&#46;&#44; 2000</a>&#41; whose measurement must gather the evaluation of the interaction with the Website&#44; the evaluation carried out by the customer of the product or service received and&#44; if any problem arises&#44; how the Website of the online firm handles it &#40;<a class="elsevierStyleCrossRef" href="#bib0105">Collier &#38; Bienstock&#44; 2006</a>&#41;&#46; Although most researchers are in favor of the evaluation of this latter aspect&#44; <a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht and Koese &#40;2006&#41;</a> state that we should not evaluate the human interaction which can take place in the electronic services provisions&#44; given their self-service nature&#46; &#40;2&#41; There are basically two approaches when tackling the conceptualization and measurement of e-service quality &#40;<a class="elsevierStyleCrossRef" href="#tbl0005">Table 1</a>&#41;&#46; The epicenter of the first approach is the technical characteristics of the Website &#40;technical quality&#41;&#46; The first studies about Internet service quality belong to this first group&#46; They centered uniquely on the interaction that takes place between the customer and the Website&#46; None of these research works gathers all the aspects of the online purchasing process and therefore they do not carry out a complete evaluation of e-service quality&#46; The main proposal of these measurement instruments is to generate information for the site designers&#44; more than measuring the quality of the service which customers perceive &#40;<a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46;&#44; 2005</a>&#41;&#46; This weakness is the main motive for the appearance of the second approach &#40;service quality&#41; which offers a more complete vision of the field of the e-service quality construct&#46; The dimensions and the measurement instruments gather not only the technical aspects of the Website&#44; but also how the customers perceive the quality of the product or service received and how their problems or doubts were solved during the service provision&#46; &#40;3&#41; The researchers do not agree when identifying the dimensions of the quality of an electronic service&#46; Moreover&#44; the meaning&#44; the importance and the items of the same dimension vary from one study to another&#46; These differences are partly due to the scales being focused on one service in particular&#46; &#40;4&#41; The evaluation of e-service quality is carried out at different levels of abstraction depending on the study&#46; Most researchers offer a set of dimensions &#40;first order constructs&#41; and a series of indicators to measure each of them &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0170">Ho &#38; Lee&#44; 2007</a>&#41;&#46; However&#44; other authors propose second order hierarchical models &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#44; or even third order models &#40;<a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht &#38; Koese&#44; 2006</a>&#41;&#46; &#40;5&#41; Some authors propose scales in which problem solving does not appear &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0215">Liu et al&#46;&#44; 2009</a>&#41; or is evaluated for the whole sample &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#46; However&#44; this last aspect must only be evaluated by those people who had problems during the transaction &#40;<a class="elsevierStyleCrossRefs" href="#bib0105">Collier &#38; Bienstock&#44; 2006&#59; Parasuraman et al&#46;&#44; 2005</a>&#41;&#46; Following the literature review&#44; the dimensions proposed to evaluate e-service quality are&#58; design&#44; functionality&#44; privacy&#44; reliability and recovery&#46; These dimensions are herewith defined and explained&#46;</p><elsevierMultimedia ident="tbl0005"></elsevierMultimedia><span id="sec0020" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0050">Design</span><p id="par0055" class="elsevierStylePara elsevierViewall">The design of a Website plays an important role in attracting&#44; sustaining and retaining the interest of a customer in a site &#40;<a class="elsevierStyleCrossRef" href="#bib0275">Ranganathan &#38; Ganapathy&#44; 2002</a>&#41;&#46; Numerous studies in the literature consider the Website design as a dimension of e-service quality &#40;<a class="elsevierStyleCrossRefs" href="#bib0005">Aladwani &#38; Palvia&#44; 2002&#59; Liu et al&#46;&#44; 2009&#59; Loiacono et al&#46;&#44; 2002&#59; Yoo &#38; Donthu&#44; 2001</a>&#59; etc&#46;&#41;&#46; The literature review about the key factors of a Website design highlights three important issues&#58; attractiveness&#44; proper fonts and proper colors&#46; Although it has sometimes been regarded as a purely esthetic element&#44; prior studies have demonstrated the influence of Website design on site revisit intention &#40;<a class="elsevierStyleCrossRef" href="#bib0380">Yoo &#38; Donthu&#44; 2001</a>&#41;&#44; customer satisfaction &#40;<a class="elsevierStyleCrossRef" href="#bib0345">Tsang et al&#46;&#44; 2010</a>&#41; and loyalty intentions &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#46;</p></span><span id="sec0025" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0055">Functionality</span><p id="par0060" class="elsevierStylePara elsevierViewall">Functionality refers to the correct technical functioning of the Website&#46; It is one of the most basic requirements for any kind of Website and its meaning is closely related to the dimensions of the system availability &#40;<a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46;&#44; 2005</a>&#41;&#44; or technical adequacy &#40;<a class="elsevierStyleCrossRef" href="#bib0005">Aladwani &#38; Palvia&#44; 2002</a>&#41;&#46; The five items of functionality that we considered were&#58; always up and available&#44; has valid links&#44; loads quickly&#44; enables us to get on to it quickly and makes it easy and fast to get anywhere on the site&#46; Its impact on online customers&#8217; higher-order evaluations pertaining to Websites has also been observed&#46; For example&#44; <a class="elsevierStyleCrossRef" href="#bib0345">Tsang et al&#46; &#40;2010&#41;</a> conducted an investigation in the travel online context in which functionality was found to be the most important dimension in increasing customer satisfaction&#46;</p></span><span id="sec0030" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0060">Privacy</span><p id="par0065" class="elsevierStylePara elsevierViewall">Websites are usually collecting and storing large amounts of data concerning their users&#8217; activities&#44; user evaluations of online questionnaires or personal data &#40;<a class="elsevierStyleCrossRef" href="#bib0335">Tan&#44; Qin&#44; Kim&#44; &#38; Hsu&#44; 2012</a>&#41;&#46; As a result&#44; one of the aspects that most concern online consumers is the privacy of personal information &#40;<a class="elsevierStyleCrossRef" href="#bib0250">ONTSI&#44; 2012</a>&#41;&#46; In our study&#44; privacy refers to the degree to which the customer believes that the site is safe from intrusion and personal information is protected &#40;<a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46;&#44; 2005</a>&#59; p&#46; 219&#41;&#46; The privacy of a Website should be reflected through symbols and messages to ensure the security of payment and the customer&#39;s personal information not being shared with other companies or Internet sites&#46; As such&#44; there appears to be a high degree of support for privacy as an important e-service quality dimension and it was found to be one of the most significant dimensions in increasing customer satisfaction &#40;<a class="elsevierStyleCrossRef" href="#bib0180">Janda et al&#46;&#44; 2002</a>&#41;&#46;</p></span><span id="sec0035" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0065">Reliability</span><p id="par0070" class="elsevierStylePara elsevierViewall">The evaluation of service delivered quality has been carried out with the dimensions of&#58; fulfillment&#47;reliability &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#44; reliability &#40;<a class="elsevierStyleCrossRef" href="#bib0370">Yang &#38; Jun&#44; 2002</a>&#41;&#44; performance &#40;<a class="elsevierStyleCrossRef" href="#bib0180">Janda et al&#46;&#44; 2002</a>&#41;&#44; fulfillment &#40;<a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46;&#44; 2005</a>&#41;&#44; etc&#46; Congruent with these articles&#44; our study considers reliability as an important dimension of e-service quality&#46; Moreover&#44; in the context of online services&#44; the information made available by the Websites is an important component of the service delivered&#46; Therefore&#44; reliability refers to the accuracy of the service delivered by the company&#44; the billing process being correct and the information that appears on the Website being clear&#44; current and complete&#46; The service delivered quality or reliability has been empirically shown to have a strong impact on customer satisfaction and quality&#44; and the second strongest predictor of loyalty intentions and attitudes toward the Website &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#46;</p></span><span id="sec0040" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0070">Recovery</span><p id="par0075" class="elsevierStylePara elsevierViewall">An essential aspect in the evaluation of the quality of an electronic service is the way in which the company solves problems or doubts which may arise during its provision&#46; There is no doubt that errors in the electronic service provision cause the loss of customers in many cases and a negative word of mouth&#46; What is more&#44; the physical separation between the customer and the supplier and the fact that customers can choose another company with a simple click accentuates the importance of solving these mistakes even more &#40;<a class="elsevierStyleCrossRef" href="#bib0105">Collier &#38; Bienstock&#44; 2006</a>&#41;&#46; Different dimensions have been proposed in the literature to evaluate this aspect&#58; responsiveness &#40;<a class="elsevierStyleCrossRef" href="#bib0395">Zeithaml et al&#46;&#44; 2000</a>&#41;&#44; customer attention &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#44; communication &#40;<a class="elsevierStyleCrossRef" href="#bib0085">Cai &#38; Jun&#44; 2003</a>&#41;&#44; access &#40;<a class="elsevierStyleCrossRef" href="#bib0370">Yang &#38; Jun&#44; 2002</a>&#41;&#44; etc&#46; In our study&#44; service recovery refers to the customer&#39;s capacity to communicate with the organization and how any problem or doubt that may arise is solved&#46; Thus&#44; the Website should show its street&#44; e-mail&#44; phone or fax numbers&#44; the customer service must be available 24<span class="elsevierStyleHsp" style=""></span>h a day&#47;7days a week and the response to the customer&#39;s inquiries must be quick and satisfactory&#46; Moreover&#44; this latter measure should only be evaluated by individuals who needed help or the solving of a problem&#46;</p></span></span><span id="sec0045" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0075">Socio-demographic profile and use of Internet</span><p id="par0080" class="elsevierStylePara elsevierViewall">The study of the relationships between the sociodemographic profile and the use of new technologies has been tackled quite thoroughly&#46; Thus&#44; <a class="elsevierStyleCrossRef" href="#bib0390">Zeithaml and Gilly &#40;1987&#41;</a> show that younger people &#40;&#8220;nonelderly&#8221;&#41; are more inclined to accept the use of new technologies while a greater rejection occurs with older people &#40;&#8220;elderly&#8221;&#41;&#46; However&#44; a much more interesting question is to analyze if the sociodemographic profile is related to the behavior of Internet shopping &#40;<a class="elsevierStyleCrossRef" href="#bib0090">Chang &#38; Samuel&#44; 2004</a>&#41;&#46; Amongst the variables most used&#44; those which stand out are gender&#44; age&#44; the level of studies&#44; the number of inhabitants of the population or the income level&#46; In this sense&#44; previous research suggests that online consumers&#44; unlike non-buyers&#44; are mostly male &#40;<a class="elsevierStyleCrossRef" href="#bib0090">Chang &#38; Samuel&#44; 2004</a>&#59; Study on e-commerce B2C 2009 &#8211; ONTSI&#59; <a class="elsevierStyleCrossRef" href="#bib0355">Vrechopoulos&#44; Siomkos&#44; &#38; Doudikis&#44; 2001</a>&#41;&#44; have higher incomes and a higher educational level &#40;<a class="elsevierStyleCrossRefs" href="#bib0400">Allred&#44; Smith&#44; &#38; Swinyard&#44; 2006&#59; Donthu &#38; Garc&#237;a&#44; 1999&#59; Study on e-commerce B2C 2012 &#8211; ONTSI&#59; Swinyard &#38; Smith&#44; 2003</a>&#41;&#46; <a class="elsevierStyleCrossRef" href="#bib0405">Donthu and Garc&#237;a &#40;1999&#41;</a> uphold that online shoppers are older than non-shoppers&#44; while the works of <a class="elsevierStyleCrossRef" href="#bib0330">Swinyard and Smith &#40;2003&#41;</a> and Allred et al&#46; &#40;2006&#41; argue the opposite&#46; These conclusions depend on the sociodemographic profile of the samples gathered in each work&#46; Furthermore&#44; some studies clearly show that online shoppers who buy more frequently tend to be men with high incomes &#40;<a class="elsevierStyleCrossRefs" href="#bib0090">Chang &#38; Samuel&#44; 2004&#59; Fuentes &#38; Gil&#44; 2011</a>&#41;&#46;</p><p id="par0085" class="elsevierStylePara elsevierViewall">While demographic information is useful&#44; this alone provides little diagnostic information about Web users &#40;<a class="elsevierStyleCrossRef" href="#bib0025">Bhatnagar &#38; Ghose&#44; 2004</a>&#41;&#46; Thus&#44; in the research on electronic commerce so-called webgraphics have also been used&#44; among which stand out experience with Internet use and the level of knowledge of Internet&#46; As a result&#44; people who use Internet more frequently are more prone to shop in this way &#40;<a class="elsevierStyleCrossRefs" href="#bib0400">Allred et al&#46;&#44; 2006&#59; Bhatnagar &#38; Ghose&#44; 2004&#59; Fuentes &#38; Gil&#44; 2011&#59; Ruiz &#38; Sanz&#44; 2006&#59; Swinyard &#38; Smith&#44; 2003</a>&#41;&#46; To sum up&#44; the literature shows that the behavior of online shopping is determined by the Internet user&#39;s sociodemographic profile&#46; Therefore&#44; we expect that&#58;<span class="elsevierStyleEnunciation" id="enun0005"><span class="elsevierStyleLabel">Hypothesis 1</span><p id="par0090" class="elsevierStylePara elsevierViewall">The evaluation of the electronic service quality perceived is going to differ according to gender&#46;</p></span><span class="elsevierStyleEnunciation" id="enun0010"><span class="elsevierStyleLabel">Hypothesis 2</span><p id="par0095" class="elsevierStylePara elsevierViewall">The evaluation of the electronic service quality perceived is going to differ according to age&#46;</p></span><span class="elsevierStyleEnunciation" id="enun0015"><span class="elsevierStyleLabel">Hypothesis 3</span><p id="par0100" class="elsevierStylePara elsevierViewall">The evaluation of the electronic service quality perceived is going to differ according to the level of education&#46;</p></span><span class="elsevierStyleEnunciation" id="enun0020"><span class="elsevierStyleLabel">Hypothesis 4</span><p id="par0105" class="elsevierStylePara elsevierViewall">The evaluation of the electronic service quality perceived is going to differ according to the frequency of Internet use&#46;</p></span></p></span></span><span id="sec0050" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0080">Methodology</span><span id="sec0055" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0085">Measurement scales</span><p id="par0110" class="elsevierStylePara elsevierViewall">Based on the previous research discussed above&#44; we use five dimensions to evaluate electronic service quality&#58; design&#44; functionality&#44; privacy&#44; reliability and recovery&#46; The scales proposed are based on previous studies and the items aim to collect the full meaning of each dimension &#40;see <a class="elsevierStyleCrossRef" href="#sec0120">Appendix</a>&#41;&#46; The survey instrument contains 24 items and it is based on a 7-point Likert-type scale which ranges from strongly disagree to strongly agree&#46;</p></span><span id="sec0060" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0090">Data collection</span><p id="par0115" class="elsevierStylePara elsevierViewall">Data collection was obtained from a convenience and snowball sample of online customers&#46; An invitation soliciting participants for this study was sent via emails&#46; From these invitation emails&#44; the respondents were able to access the Website where the online questionnaire was posted and they were asked to forward this invitation to their friends and relatives&#46; This approach is particularly appropriate for e-service quality studies &#40;<a class="elsevierStyleCrossRef" href="#bib0345">Tsang et al&#46;&#44; 2010</a>&#41;&#46; The fieldwork took place from April to June 2012&#44; and we select 267 questionnaires where the respondents said that they had a problem or doubt during the online service delivery&#46; The profile of the online shopper in our sample closely relates to the profile of the online shopper that appears in the &#8216;B2C e-commerce Survey &#8211; <a class="elsevierStyleCrossRef" href="#bib0250">ONTSI &#40;2012&#41;</a>&#8217;&#46; This shows the adequacy of the sample &#40;<a class="elsevierStyleCrossRef" href="#tbl0010">Table 2</a>&#41;&#46;</p><elsevierMultimedia ident="tbl0010"></elsevierMultimedia></span></span><span id="sec0065" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0095">Results</span><span id="sec0070" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0100">Assessment of the measurement model</span><p id="par0120" class="elsevierStylePara elsevierViewall">To evaluate the scales proposed&#44; we have followed the traditional procedures used in marketing research &#40;<a class="elsevierStyleCrossRef" href="#bib0160">Gerbing &#38; Anderson&#44; 1988</a>&#41;&#46; In <a class="elsevierStyleCrossRef" href="#tbl0015">Table 3</a> we present the results of dimensionality&#44; convergent validity and reliability assessment&#46; We also offer the standardized loadings&#44; the composite reliability and the average variance extracted &#40;AVE&#41;&#46; As can be seen&#44; all the items significantly load in their respective dimensions&#46; The AVE values obtained are all above the recommended value of 0&#46;50&#46; This indicates that each construct&#39;s items have convergent validity&#46; What is more&#44; each construct shows good internal consistency&#44; with reliability coefficients which vary between 0&#46;789 and 0&#46;923&#46; Several common indices utilized of the overall fitness of an estimated model with the AMOS software package were included with cutoffs for the Comparative Fit Index &#40;CFI&#41; close to 0&#46;95&#44; Tucker&#8211;Lewis Index &#40;TLI&#41; close to 0&#46;95&#44; Root Mean Square Error of Approximation &#40;RMSEA&#41; close to 0&#46;06 and Standardized Root Mean Square Residual &#40;SRMR&#41; close to 0&#46;08 &#40;<a class="elsevierStyleCrossRef" href="#bib0175">Hu &#38; Bentler&#44; 1999</a>&#41;&#46; With regard to RMSEA&#44; we also created confidence intervals &#40;LO90 and HI90&#41;&#44; as recommended by <a class="elsevierStyleCrossRef" href="#bib0080">Byrne &#40;2009&#41;</a>&#46;</p><elsevierMultimedia ident="tbl0015"></elsevierMultimedia><p id="par0125" class="elsevierStylePara elsevierViewall">Discriminant validity&#44; which verifies that each factor represents a separate dimension&#44; was analyzed examining whether inter-factor correlations are less than the square root of the average variance extracted &#40;AVE&#41; &#40;<a class="elsevierStyleCrossRef" href="#bib0155">Fornell &#38; Larcker&#44; 1981</a>&#41;&#46; <a class="elsevierStyleCrossRef" href="#tbl0020">Table 4</a> shows that the square roots of each AVE are greater than the off-diagonal elements&#46; With this result&#44; it should therefore be understood that there is discriminant validity in the e-service quality measurement scale&#46;</p><elsevierMultimedia ident="tbl0020"></elsevierMultimedia></span><span id="sec0075" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0105">Comparison of means</span><p id="par0130" class="elsevierStylePara elsevierViewall">Next&#44; we posit if the evaluation of the dimensions of the electronic service quality differ according to the sociodemographic profile of the respondents&#46; To do so&#44; we use the Student t test to compare the measurements in the case of equality of variances between the groups&#46; If the condition of homoscedasticity is not fulfilled&#44; we use the Mann&#8211;Whitney test &#40;non-parametric test&#41;&#46;</p><p id="par0135" class="elsevierStylePara elsevierViewall">As can be observed in <a class="elsevierStyleCrossRef" href="#tbl0025">Table 5</a>&#44; regardless of the sociodemographic profile&#44; the best valued dimension of the quality of service is reliability&#44; while the service recovery has the worst performance&#46; With respect to the comparative analysis according to the Internet users&#8217; sociodemographic variables&#44; the results show that women have a higher valuation of the service quality of Web sites than men&#46; Regarding age&#44; people under 24 also perceive a greater service quality than those over 24&#46; Likewise&#44; people without a university degree score perceived quality service higher than people with a university degree&#46; Lastly&#44; people who use Internet everyday perceive a smaller service quality than those who use the Internet less frequently&#46; However&#44; all these differences are not significant &#40;<span class="elsevierStyleItalic">p</span><span class="elsevierStyleHsp" style=""></span>&#60;<span class="elsevierStyleHsp" style=""></span>0&#46;05&#41;&#46; Therefore&#44; hypotheses 1&#44; 2&#44; 3 and 4 are rejected&#46;</p><elsevierMultimedia ident="tbl0025"></elsevierMultimedia></span><span id="sec0080" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0110">Testing for the measurement invariance</span><p id="par0140" class="elsevierStylePara elsevierViewall">When latent mean scores are used to compare groups&#44; it is necessary to establish a strong measurement invariance of the measures &#40;equal factor loadings and equal intercepts&#41; &#40;<a class="elsevierStyleCrossRef" href="#bib0070">Byrne&#44; Stewart&#44; Kennard&#44; &#38; Lee&#44; 2007</a>&#41;&#46; A critical assumption in multigroup analysis is that the instrument measures the same construct&#40;s&#41; in exactly the same way across all groups &#40;i&#46;e&#46;&#44; the instrument is measurement and structurally equivalent&#41; &#40;<a class="elsevierStyleCrossRef" href="#bib0075">Byrne &#38; van de Vijver&#44; 2010</a>&#41;&#46; Nevertheless&#44; if the equivalence or invariance of an assessment instrument does not hold&#44; the validity of the inferences and interpretations extracted from the data may be erroneous &#40;<a class="elsevierStyleCrossRef" href="#bib0065">Byrne&#44; 2008</a>&#41;&#44; and the findings based on comparisons of the groups cannot be valid&#46;</p><p id="par0145" class="elsevierStylePara elsevierViewall">Measurement invariance is concerned with the extent to which parameters comprising the measurement instrument are similar across groups &#40;<a class="elsevierStyleCrossRef" href="#bib0065">Byrne&#44; 2008</a>&#41; and it is evaluated at three levels&#58; weak &#40;factor loadings invariance&#41;&#44; strong &#40;factor loadings and item intercepts invariance&#41; and strict &#40;factor loadings&#44; item intercepts and error variances and covariances invariance&#41;&#46; This author shows that testing for measurement invariance entails a hierarchical set of steps that typically begins with the determination of a well-fitting multigroup baseline model &#40;configural model &#8211; <a class="elsevierStyleCrossRef" href="#fig0005">Fig&#46; 1</a>&#41;&#46; The importance of this model is that it serves as the baseline against which all subsequent tests for equivalence are compared&#46;</p><elsevierMultimedia ident="fig0005"></elsevierMultimedia><p id="par0155" class="elsevierStylePara elsevierViewall">The next stage of the analysis is if the factor structure is similar across the different groups &#40;test of invariance of the configural model&#41;&#46; The parameters are estimated for all groups simultaneously&#46; Given that the configural model fits reasonably well &#40;<a class="elsevierStyleCrossRef" href="#tbl0030">Table 6</a>&#41;&#44; we can conclude that both the number of factors and the pattern of their item loadings of the electronic service quality scale are similar across the sociodemographic variables&#46; Consequently&#44; the results support the configural invariance of the measurement model and justify the evaluation of more restrictive invariant models&#46;</p><elsevierMultimedia ident="tbl0030"></elsevierMultimedia><p id="par0160" class="elsevierStylePara elsevierViewall">In testing for measurement invariance&#44; the research compares the equality of estimated parameters across different groups&#46; This procedure involves testing the fit of a series of increasingly restrictive models against a baseline model &#40;the configural model in which no equality constraints are imposed&#41;&#46; The models analyzed can be seen as nested models to which the constraints are progressively added&#46; For the comparison of the nested models&#44; previous research has employed the likelihood ratio test &#40;also known as the chi square difference test&#41;&#46; This <span class="elsevierStyleItalic">&#967;</span><span class="elsevierStyleSup">2</span> difference value &#40;&#916;<span class="elsevierStyleItalic">&#967;</span><span class="elsevierStyleSup">2</span>&#41; is distributed as <span class="elsevierStyleItalic">&#967;</span><span class="elsevierStyleSup">2</span>&#44; with degrees of freedom equal to the difference in degrees of freedom &#40;&#916;df&#41;&#46; If this value is statistically significant&#44; in the comparison of two nested models&#44; it suggests that the constraints specified in the more restrictive model do not hold &#40;i&#46;e&#46;&#44; the two models are not equivalent across groups&#41;&#46; However&#44; due to the sensitivity of the <span class="elsevierStyleItalic">&#967;</span><span class="elsevierStyleSup">2</span> to sample size and non-normality &#40;<a class="elsevierStyleCrossRef" href="#bib0165">Hair&#44; Anderson&#44; Tatham&#44; &#38; Black&#44; 1999</a>&#41;&#44; <a class="elsevierStyleCrossRef" href="#bib0095">Cheung and Rensvold &#40;2002&#41;</a> have proposed a more practical criterion&#44; the CFI increment &#40;&#916;CFI&#41;&#44; to determine if the models compared are equivalent&#46; In this sense&#44; when there is a change greater than 0&#46;01 in the CFI between two nested models&#44; the least constrained model is accepted and the other rejected&#44; that is&#44; the most restrictive model does not hold&#46; If the change in CFI is equal or inferior to 0&#46;01&#44; it is considered that all specified equal constraints are tenable&#44; and&#44; therefore&#44; we can go on with the next step in the analysis of the measurement invariance&#46;</p><p id="par0165" class="elsevierStylePara elsevierViewall">After configural invariance is established&#44; we continue with the testing for the measurement invariance&#46; As can be observed&#44; when the factor loadings and item intercepts belonging to the electronic service quality scale are equally constrained&#44; the differences in the &#916;CFI between the configural model &#40;M0A&#41; and the constrained models &#40;M1A and M2A&#41; do not exceed 0&#46;01&#46; This indicates that the factor loadings and the item intercepts are equivalent across all the sociodemographic variables&#46; Therefore&#44; the results show the strong measurement invariance of the electronic service quality scale&#46;</p></span></span><span id="sec0085" class="elsevierStyleSection elsevierViewall"><span class="elsevierStyleSectionTitle" id="sect0115">Conclusions&#44; implications&#44; limitations and future research</span><p id="par0170" class="elsevierStylePara elsevierViewall">Facing the growth of electronic commerce&#44; previous studies have analyzed&#58; &#40;1&#41; the profile of the Internet user who shops online and &#40;2&#41; the existence of heterogeneity between Internet users with respect to their shopping behavior&#46; In this sense&#44; the descriptive criteria &#40;sociodemographic and webgraphics variables&#41; have been very useful to understand these questions&#46; On the other hand&#44; in recent years a multitude of studies have appeared in the literature which have tackled the factors which determine the perceived service quality in Websites&#46; Our research analyze whether the evaluation of the electronic service quality differs according to the online shoppers&#8217; sociodemographic profile&#46; As far as we know&#44; no article has until now dealt with the role which sociodemographic or webgraphics characteristics play in the evaluating of a Website&#39;s service quality&#46; This work therefore covers an important research gap and the main conclusions of this study are now shown&#46;</p><p id="par0175" class="elsevierStylePara elsevierViewall">Firstly&#44; from the literature review&#44; the evaluation of the electronic service quality has been carried out with five key dimensions&#58; design&#44; functionality&#44; privacy&#44; reliability and recovery&#46; In addition&#44; we used a sample of online shoppers who have experienced a problem during the online service delivery &#40;service encounters with incidents&#41;&#46; Therefore&#44; all participants evaluated these five dimensions&#46; The first order factorial model with intercorrelated dimensions has good psychometric properties and a good data fit&#46; This is why it can be used with confidence to make evaluations and inferences about the conceptual question which was the initial motivation&#46;</p><p id="par0180" class="elsevierStylePara elsevierViewall">Secondly&#44; regarding the importance of the dimensions of a Website&#39;s service quality&#44; this research clearly shows that reliability is the most important factor&#46; These results coincide with the conclusions of previous studies&#46; These also empirically demonstrated that reliability has a strong influence on the perceived quality of certain e-services &#40;<a class="elsevierStyleCrossRefs" href="#bib0015">Bauer et al&#46;&#44; 2005&#59; Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#46; As a result&#44; the managers of online services must center themselves specifically on questions such as the exactitude of the service offered and correct billing&#44; and offer clear&#44; complete and error-free information&#46; However&#44; in spite of there being a strong consensus about the fact that privacy is one of the most important in the evaluation of an online service quality &#40;B2C-ONTSI study on e-commerce&#41; and one of those that have the most influence on customer satisfaction &#40;<a class="elsevierStyleCrossRef" href="#bib0180">Janda et al&#46;&#44; 2002</a>&#41;&#44; this research shows the slight importance of this dimension&#46; This fact is possibly due to the technological advances of recent years concerning online purchase payment security &#40;<a class="elsevierStyleCrossRef" href="#bib0350">Udo&#44; Bagchi&#44; &#38; Kirs&#44; 2010</a>&#41; and there being a growing tendency in the number of customers who are familiar with this type of electronic transactions &#40;B2C-ONTSI study on e-commerce&#41;&#46; In our study we ask the respondents to evaluate the Website which they use the most&#46; Therefore&#44; it seems that there is a certain familiarity and trust with the Websites chosen&#46; In this line&#44; previous studies point out that privacy may not be a critical factor in those who use Internet more often &#40;<a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger &#38; Gilly&#44; 2003</a>&#41;&#46; For those users who do not carry out online purchases&#44; privacy is probably not a factor of great importance&#46; A third explanation may be the fact that younger consumers perceive less risk in this type of purchases than older consumers &#40;<a class="elsevierStyleCrossRef" href="#bib0350">Udo et al&#46;&#44; 2010</a>&#41; &#40;approximately 80&#37; of our sample&#39;s purchasers were between 18 and 34 years old&#41;&#46;</p><p id="par0185" class="elsevierStylePara elsevierViewall">Thirdly&#44; another important component of an electronic service quality is how consumers perceive their problems or concerns are resolved by the organization&#46; In our study&#44; 22&#46;95&#37; of the respondents stated having had an incident&#46; From the management point of view&#44; online companies must identify the nature of these errors and start up service recovery programs and policies to attain their customers&#8217; satisfaction and loyalty &#40;<a class="elsevierStyleCrossRef" href="#bib0415">Holloway &#38; Beatty&#44; 2003</a>&#41;&#46; When these failures occur during the service delivery&#44; online providers should strive to fix them or offer some compensation to the consumer&#46; However&#44; our study shows that the worst performance appears in the recovery dimension&#46; These results indicate that organizations often obviated online post-purchase aspects&#44; resulting in lower perceived service quality&#46; The online providers should offer different ways &#40;email&#44; phone&#44; etc&#46;&#41; so that the consumer can contact the customer service&#46; Moreover&#44; these problems or concerns will not be solved with a general answer&#44; but with a specific response to the specific problems of each client&#46;</p><p id="par0190" class="elsevierStylePara elsevierViewall">Fourthly&#44; although in the area of traditional services the literature shows that the service quality perception varies significantly depending on the customer &#40;e&#46;g&#46;&#44; <a class="elsevierStyleCrossRefs" href="#bib0200">Kwan &#38; Jing&#44; 1994&#59; McDougall &#38; Levesque&#44; 1994</a>&#41;&#44; our study shows that the evaluation of the service quality by online shoppers is quite homogeneous&#46; At least&#44; we have not found great differences according to gender&#44; age&#44; educational level or frequency of Internet use&#46; These results have the following implications from the management point of view&#58; &#40;1&#41; although they have been of great use in the past to determine the behavior of online shoppers&#44; the webgraphics and sociodemographic variables are not very valid to identify consumer segments with different perceptions of a service and &#40;2&#41; unlike traditional services which are characterized by a high degree of heterogeneity &#40;<a class="elsevierStyleCrossRef" href="#bib0195">Kotler&#44; 2000</a>&#41;&#44; the delivery of an electronic service is quite homogeneous as there are not interactions between employees and customers&#46; In this sense&#44; <a class="elsevierStyleCrossRef" href="#bib0220">Liu and Wei &#40;2003&#41;</a> uphold that this homogenization in the electronic context is much greater for the services of goods bought via Internet&#44; as they are the only ones which can suffer any damage through transport and delivery&#46; Then&#44; contrary to the traditional shopping of goods&#44; their perceived quality cannot be perceived as constant when shopping via Internet&#46;</p><p id="par0195" class="elsevierStylePara elsevierViewall">Some limitations of this research should be acknowledged and directions for future studies ought also to be suggested&#46; Convenience sampling does not permit results to be generalized to a larger population&#46; A future study should try to validate and generalize the findings of this study by using a wider sample&#46; The large discrepancy in sample sizes between groups may have resulted in a substantial decrease in the power of the tests performed &#40;<a class="elsevierStyleCrossRef" href="#bib0070">Byrne et al&#46;&#44; 2007</a>&#41;&#46; Therefore&#44; it is recommended to test the measurement invariance when the sample sizes across groups do not differ greatly&#46; The sample sizes of respondents who needed help are small&#46; It is necessary to conduct future analysis that has a higher incidence of encountering problems&#46; Finally future research lines could be developed to evaluate if the quality of electronic services differs according to other factors &#40;e&#46;g&#46;&#44; lifestyle characteristics of online shoppers&#41;&#46;</p></span></span>"
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          "titulo" => "Keywords"
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          "titulo" => "Theoretical background"
          "secciones" => array:2 [
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              "identificador" => "sec0015"
              "titulo" => "Electronic service quality"
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                  "titulo" => "Design"
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                  "identificador" => "sec0025"
                  "titulo" => "Functionality"
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                  "identificador" => "sec0030"
                  "titulo" => "Privacy"
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                  "titulo" => "Reliability"
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                  "titulo" => "Recovery"
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              "identificador" => "sec0045"
              "titulo" => "Socio-demographic profile and use of Internet"
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          "titulo" => "Methodology"
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              "titulo" => "Measurement scales"
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          "titulo" => "Results"
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              "titulo" => "Assessment of the measurement model"
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              "titulo" => "Comparison of means"
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              "titulo" => "Testing for the measurement invariance"
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          "titulo" => "Conclusions&#44; implications&#44; limitations and future research"
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            1 => "Internet"
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            3 => "Multigroup Confirmatory Factor Analysis"
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        "titulo" => "Abstract"
        "resumen" => "<p id="spar0005" class="elsevierStyleSimplePara elsevierViewall">This study starts out from two premises&#46; Firstly&#44; previous studies show that the quality of traditional services can be perceived differently by different customers&#46; Secondly&#44; in the electronic services area some researchers have used the sociodemographic profile of the Internet user to explain the differences in their online behavior&#46; In the light of this&#44; our study analyze whether the perceived quality of electronic services can vary depending on the sociodemographic and web-graphics characteristics of the online consumer &#40;age&#44; gender&#44; level of education&#44; and frequency of Internet use&#41;&#46; The responses were obtained from 267 online consumers who have experienced a problem during the online service delivery &#40;service encounters with incidents&#41;&#46; The results show &#40;1&#41; the reliability dimension is that which is best valued&#44; while the service recovery has the worst performance&#44; &#40;2&#41; the perceived quality of service is relatively homogenous between the different groups of online buyers&#44; and &#40;3&#41; the measurement invariance of the measurements is demonstrated&#46;</p>"
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        "resumen" => "<p id="spar0095" class="elsevierStyleSimplePara elsevierViewall">Este estudio tiene su punto de partida en 2 premisas&#46; En primer lugar&#44; previos estudios muestran que la calidad de los servicios tradicionales puede ser percibida de forma distinta por los consumidores&#46; En segundo lugar&#44; en el &#225;rea de los servicios electr&#243;nicos&#44; algunos investigadores han utilizado el perfil sociodemogr&#225;fico del usuario de Internet para explicar las diferencias en su comportamiento online&#46; En base a esto&#44; nuestro estudio analiza si la calidad percibida de los servicios electr&#243;nicos puede variar seg&#250;n las caracter&#237;sticas sociodemogr&#225;ficas y web-gr&#225;ficas de los consumidores online &#40;g&#233;nero&#44; edad&#44; nivel de educaci&#243;n y frecuencia de uso de Internet&#41;&#46; Las respuestas se obtuvieron de una muestra de 267 consumidores que hab&#237;an tenido alg&#250;n problema durante la prestaci&#243;n del servicio &#40;encuentros de servicio con incidentes&#41;&#46; Los resultados muestran que&#58; a&#41;<span class="elsevierStyleHsp" style=""></span>la dimensi&#243;n fiabilidad es la mejor evaluada&#44; mientras que la recuperaci&#243;n del servicio tuvo el peor desempe&#241;o&#59; b&#41;<span class="elsevierStyleHsp" style=""></span>la calidad de servicio percibida es relativamente homog&#233;nea entre los diferentes grupos de compradores online&#44; y c&#41;<span class="elsevierStyleHsp" style=""></span>se confirma la invarianza de medida de las escalas utilizadas&#46;</p>"
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            "apendice" => "<p id="par0360" class="elsevierStylePara elsevierViewall"><ul class="elsevierStyleList" id="lis0005"><li class="elsevierStyleListItem" id="lsti0005"><p id="par0210" class="elsevierStylePara elsevierViewall">Design<ul class="elsevierStyleList" id="lis0010"><li class="elsevierStyleListItem" id="lsti0010"><p id="par0215" class="elsevierStylePara elsevierViewall">DES1&#58; The Website looks attractive</p></li><li class="elsevierStyleListItem" id="lsti0015"><p id="par0220" class="elsevierStylePara elsevierViewall">DIS2&#58; The Website uses fonts properly</p></li><li class="elsevierStyleListItem" id="lsti0020"><p id="par0225" class="elsevierStylePara elsevierViewall">DIS3&#58; The Website uses colors properly</p></li><li class="elsevierStyleListItem" id="lsti0025"><p id="par0230" class="elsevierStylePara elsevierViewall">Adapted from <a class="elsevierStyleCrossRef" href="#bib0215">Liu et al&#46; &#40;2009&#41;</a></p></li></ul></p></li><li class="elsevierStyleListItem" id="lsti0030"><p id="par0365" class="elsevierStylePara elsevierViewall">Functionality<ul class="elsevierStyleList" id="lis0015"><li class="elsevierStyleListItem" id="lsti0150"><p id="par0235" class="elsevierStylePara elsevierViewall">FUN1&#58; This Website is always up and available</p></li><li class="elsevierStyleListItem" id="lsti0035"><p id="par0240" class="elsevierStylePara elsevierViewall">FUN2&#58; This Website has valid links</p></li><li class="elsevierStyleListItem" id="lsti0040"><p id="par0245" class="elsevierStylePara elsevierViewall">FUN3&#58; This Website loads quickly</p></li><li class="elsevierStyleListItem" id="lsti0045"><p id="par0250" class="elsevierStylePara elsevierViewall">FUN4&#58; This Website enables me to get on to it quickly</p></li><li class="elsevierStyleListItem" id="lsti0050"><p id="par0255" class="elsevierStylePara elsevierViewall">FUN5&#58; It makes it easy and fast to get anywhere on the site</p></li><li class="elsevierStyleListItem" id="lsti0055"><p id="par0260" class="elsevierStylePara elsevierViewall">Adapted from <a class="elsevierStyleCrossRef" href="#bib0005">Aladwani and Palvia &#40;2002&#41;</a>&#44; <a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46; &#40;2005&#41;</a> and <a class="elsevierStyleCrossRef" href="#bib0105">Collier and Bienstock &#40;2006&#41;</a></p></li></ul></p></li><li class="elsevierStyleListItem" id="lsti0060"><p id="par0370" class="elsevierStylePara elsevierViewall">Privacy<ul class="elsevierStyleList" id="lis0020"><li class="elsevierStyleListItem" id="lsti0155"><p id="par0265" class="elsevierStylePara elsevierViewall">PRI1&#58; In the Website appear symbols and messages that signal the site is secure</p></li><li class="elsevierStyleListItem" id="lsti0065"><p id="par0270" class="elsevierStylePara elsevierViewall">PRI2&#58; The Website assures me that personal information is protected</p></li><li class="elsevierStyleListItem" id="lsti0070"><p id="par0275" class="elsevierStylePara elsevierViewall">PRI3&#58; The Website assures me that personal information will not be shared with other parties</p></li><li class="elsevierStyleListItem" id="lsti0075"><p id="par0280" class="elsevierStylePara elsevierViewall">Adapted from <a class="elsevierStyleCrossRef" href="#bib0180">Janda et al&#46; &#40;2002&#41;</a>&#44; <a class="elsevierStyleCrossRef" href="#bib0105">Collier and Bienstock &#40;2006&#41;</a> and <a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46; &#40;2005&#41;</a></p></li></ul></p></li><li class="elsevierStyleListItem" id="lsti0080"><p id="par0375" class="elsevierStylePara elsevierViewall">Reliability<ul class="elsevierStyleList" id="lis0025"><li class="elsevierStyleListItem" id="lsti0160"><p id="par0285" class="elsevierStylePara elsevierViewall">REL1&#58; The service received was exactly the same as what I ordered</p></li><li class="elsevierStyleListItem" id="lsti0085"><p id="par0290" class="elsevierStylePara elsevierViewall">REL2&#58; The billing process was done without mistakes</p></li><li class="elsevierStyleListItem" id="lsti0090"><p id="par0295" class="elsevierStylePara elsevierViewall">REL3&#58; Information Website is clear</p></li><li class="elsevierStyleListItem" id="lsti0095"><p id="par0300" class="elsevierStylePara elsevierViewall">REL4&#58; Information Website is current</p></li><li class="elsevierStyleListItem" id="lsti0100"><p id="par0305" class="elsevierStylePara elsevierViewall">REL5&#58; Information Website is complete</p></li><li class="elsevierStyleListItem" id="lsti0105"><p id="par0310" class="elsevierStylePara elsevierViewall">Adapted from <a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46; &#40;2005&#41;</a>&#44; <a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger and Gilly &#40;2003&#41;</a> and <a class="elsevierStyleCrossRef" href="#bib0005">Aladwani and Palvia &#40;2002&#41;</a></p></li></ul></p></li><li class="elsevierStyleListItem" id="lsti0110"><p id="par0380" class="elsevierStylePara elsevierViewall">Recovery<ul class="elsevierStyleList" id="lis0030"><li class="elsevierStyleListItem" id="lsti0165"><p id="par0315" class="elsevierStylePara elsevierViewall">REC1&#58; The Website shows its street&#44; e-mail phone or fax numbers</p></li><li class="elsevierStyleListItem" id="lsti0115"><p id="par0320" class="elsevierStylePara elsevierViewall">REC2&#58; The Website has customer service representatives</p></li><li class="elsevierStyleListItem" id="lsti0120"><p id="par0325" class="elsevierStylePara elsevierViewall">REC3&#58; If I want to&#44; I can easily contact a customer service representative</p></li><li class="elsevierStyleListItem" id="lsti0125"><p id="par0330" class="elsevierStylePara elsevierViewall">REC4&#58; The Website responds to my inquiries</p></li><li class="elsevierStyleListItem" id="lsti0130"><p id="par0335" class="elsevierStylePara elsevierViewall">REC5&#58; The Website gives me a satisfactory response</p></li><li class="elsevierStyleListItem" id="lsti0135"><p id="par0340" class="elsevierStylePara elsevierViewall">REC6&#58; When I have a problem the Website shows a sincere interest in solving it</p></li><li class="elsevierStyleListItem" id="lsti0140"><p id="par0345" class="elsevierStylePara elsevierViewall">REC7&#58; The website responds quickly to my inquiries</p></li><li class="elsevierStyleListItem" id="lsti0145"><p id="par0350" class="elsevierStylePara elsevierViewall">Adapted from <a class="elsevierStyleCrossRef" href="#bib0105">Collier and Bienstock &#40;2006&#41;</a> and <a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46; &#40;2005&#41;</a></p></li></ul></p></li></ul></p> <p id="par0355" class="elsevierStylePara elsevierViewall"><span class="elsevierStyleItalic">Note</span>&#58; All items are measured with a seven-point Likert scale&#44; anchored at 1 &#8220;strongly disagree&#8221; and 7 &#8220;strongly agree&#8221;&#46;</p>"
            "etiqueta" => "Appendix A"
            "titulo" => "Electronic service quality"
            "identificador" => "sec0120"
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          "en" => "<p id="spar0015" class="elsevierStyleSimplePara elsevierViewall">Configural model for the e-service quality scale&#46;</p>"
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0005">Aladwani and Palvia &#40;2002&#41;</a>&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t">Appearance&#59; specific content&#59; content quality&#59; technical adequacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0050">Bressolles and Nantel &#40;2008&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Information&#59; ease of use&#59; site design&#59; security&#47;privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0140">Duque-Oliva and Rodr&#237;guez-Romero &#40;2012&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Efficiency&#59; performance&#59; privacy&#59; system&#59; variety&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0210">Liu and Arnett &#40;2000&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Information and service quality&#59; system use&#59; playfulness&#59; system design quality&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0215">Liu&#44; Du&#44; and Tsai &#40;2009&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Adequacy of information&#59; appearance&#59; usability&#59; privacy&#59; security&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0225">Loiacono&#44; Watson&#44; and Goodhue &#40;2002&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Ease of understanding&#59; intuitive operation&#59; information quality&#59; interactivity&#59; trust&#59; response time&#59; visual appeal&#59; innovativeness&#59; flow&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0275">Ranganathan and Ganapathy &#40;2002&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Information content&#59; design&#59; security&#59; privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0295">Sabiote&#44; Fr&#237;as&#44; and Casta&#241;eda &#40;2012&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Ease of use&#59; availability&#59; efficacy&#59; privacy&#59; relevant information&#59;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0305">S&#225;nchez-Franco and Villarejo &#40;2004&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Assurance&#59; tangibles&#59; reliability&#59; empathy&#44; ease of use&#44; enjoyment&#59; responsiveness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0380">Yoo and Donthu &#40;2001&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Ease of use&#59; design&#59; speed&#59; security&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="2" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleVsp" style="height:0.5px"></span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="2" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Focus&#58; Electronic service quality</span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0010">Barrera and Cepeda &#40;2014&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&#59; functionality&#59; privacy&#59; information&#59; reliability&#59; access&#47;contact&#59; responsiveness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0015">Bauer&#44; Hammerschmidt&#44; and Falk &#40;2005&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&#47;design&#59; enjoyment&#59; process&#59; reliability&#59; responsiveness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0105">Collier and Bienstock &#40;2006&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Process dimension&#58; functionality&#59; information&#59; accuracy&#59; design&#59; privacy&#59; ease of use&#59; outcome dimension&#58; order accuracy&#59; order condition&#59; timeliness&#59; recovery dimension&#58; interactive fairness&#59; procedural fairness&#59; outcome fairness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0150">Fassnacht and Koese &#40;2006&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Quality of the environment&#58; graphics quality&#44; clear presentation&#44; quality of delivery&#58; attractive assortment&#44; quality of information&#44; ease of use&#44; technical quality&#44; outcome quality&#58; reliability&#44; functional benefit&#59; emotional benefit&#59;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0170">Ho and Lee &#40;2007&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Information quality&#59; security&#59; functionality&#59; customer relationships&#59; responsiveness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0180">Janda et al&#46; &#40;2002&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Performance&#59; access&#59; security&#59; sensation&#59; information&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0190">Kaynama and Black &#40;2000&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Content&#59; accessibility&#44; navigation&#44; design and presentation&#59; responsiveness&#59; environment&#59; customization&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0255">Parasuraman et al&#46; &#40;2005&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">E-S-QUAL&#58; efficiency&#59; system availability&#59; fulfillment&#59; privacy&#59; E-RecS-QUAL&#58; responsiveness&#59; compensation&#59; contact&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0280">Rolland and Freeman &#40;2010&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Ease of use&#59; information content&#59; fulfillment&#59; reliability&#59; security&#47;privacy&#59; post-purchase customer service&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0315">Sheng and Liu &#40;2010&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Efficiency&#59; fulfillment&#59; system accessibility&#59; privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0325">Sohail and Shaikh &#40;2008&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Efficiency and security&#59; fulfillment&#59; responsiveness&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0345">Tsang&#44; Lai&#44; and Law &#40;2010&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&#59; information quality and content&#59; fulfillment and responsiveness&#59; safety and security&#59; appearance and presentation&#59; customer relationship&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0365">Wolfinbarger and Gilly &#40;2003&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&#59; fulfillment&#47;reliability&#59; privacy&#47;security&#59; customer service&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><a class="elsevierStyleCrossRef" href="#bib0375">Yen and Lu &#40;2008&#41;</a>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Efficiency&#59; privacy&#59; protection&#59; contact&#59; fulfillment&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
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        "descripcion" => array:1 [
          "en" => "<p id="spar0025" class="elsevierStyleSimplePara elsevierViewall">Online service quality scales in previous studies&#46;</p>"
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      2 => array:8 [
        "identificador" => "tbl0010"
        "etiqueta" => "Table 2"
        "tipo" => "MULTIMEDIATABLA"
        "mostrarFloat" => true
        "mostrarDisplay" => false
        "fuente" => "Source&#58; own elaboration&#46;"
        "tabla" => array:1 [
          "tablatextoimagen" => array:1 [
            0 => array:2 [
              "tabla" => array:1 [
                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
                  \t\t\t\t" class=""><thead title="thead"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sample with incidents&#40;267 participants&#41;</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">n</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&#37;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="3" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Gender</span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>Men&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">134&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">50&#46;187&#37;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>Women&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">133&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">49&#46;813&#37;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="3" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleVsp" style="height:0.5px"></span></td></tr><tr title="table-row"><td class="td" title="\n
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                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>Under 24 years old&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">127&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">47&#46;566&#37;&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>Over 24 years old&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">140&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">171&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>With a university degree&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t">96&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t">35&#46;955&#37;&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="3" align="left" valign="\n
                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">195&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">73&#46;034&#37;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>Less frequently&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">72&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">26&#46;966&#37;&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t" style="border-bottom: 2px solid black">Service encounter with incidents &#40;267 participants&#41;</td></tr><tr title="table-row"><td class="td" title="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>DES3&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t"><span class="elsevierStyleItalic">Functionality</span></td><td class="td" title="\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>FUN1&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t">0&#46;762&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>FUN2&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t">0&#46;852&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>FUN3&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
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                  \t\t\t\t</td><td class="td" title="\n
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                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
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                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>FUN4&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t">0&#46;859&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
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                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>FUN5&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Deleted&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="4" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleVsp" style="height:0.5px"></span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="2" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Privacy</span></td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;789&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;559&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>PRI1&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;649&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>PRI2&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;872&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>PRI3&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;704&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="4" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleVsp" style="height:0.5px"></span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="2" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Reliability</span></td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;833&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;499&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REL1&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;708&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REL2&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;679&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REL3&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;72&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REL4&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;697&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REL5&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;727&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="4" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleVsp" style="height:0.5px"></span></td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " colspan="2" align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Recovery</span></td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;923&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;631&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC1&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;778&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC2&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;829&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC3&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;818&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC4&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;865&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC5&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;671&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC6&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;769&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>REC7&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;817&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
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                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleItalic">Fit statistics</span></td></tr><tr title="table-row"><td class="td" title="\n
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                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span><span class="elsevierStyleItalic">&#967;</span><span class="elsevierStyleSup">2</span>&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t">555&#46;657&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t">204&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>CFI&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>TLI&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>SRMR&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>RMSEA&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleHsp" style=""></span>LO90 and HI90&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
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                  \t\t\t\t">0&#46;073&#8211;0&#46;089&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
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                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
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                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Design&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Functionality&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Privacy&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Reliability&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleBold">0&#46;759</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t">0&#46;347&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t"><span class="elsevierStyleBold">0&#46;831</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
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                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Privacy&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
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                  \t\t\t\t">0&#46;245&nbsp;\t\t\t\t\t\t\n
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                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;295&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleBold">0&#46;748</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Reliability&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;481&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;657&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;604&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleBold">0&#46;706</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;488&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;446&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;427&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;621&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t"><span class="elsevierStyleBold">0&#46;795</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
              ]
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                0 => "xTab587499.png"
              ]
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          ]
        ]
        "descripcion" => array:1 [
          "en" => "<p id="spar0055" class="elsevierStyleSimplePara elsevierViewall">Discriminant validity of measures&#46;</p>"
        ]
      ]
      5 => array:8 [
        "identificador" => "tbl0025"
        "etiqueta" => "Table 5"
        "tipo" => "MULTIMEDIATABLA"
        "mostrarFloat" => true
        "mostrarDisplay" => false
        "fuente" => "Source&#58; own elaboration&#46;"
        "tabla" => array:2 [
          "leyenda" => "<p id="spar0075" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleSup">&#42;</span><span class="elsevierStyleItalic">p</span><span class="elsevierStyleHsp" style=""></span>&#60;<span class="elsevierStyleHsp" style=""></span>0&#46;1&#46;</p><p id="spar0080" class="elsevierStyleSimplePara elsevierViewall"><span class="elsevierStyleSup">&#42;&#42;</span><span class="elsevierStyleItalic">p</span><span class="elsevierStyleHsp" style=""></span>&#60;<span class="elsevierStyleHsp" style=""></span>0&#46;05&#46;</p>"
          "tablatextoimagen" => array:4 [
            0 => array:2 [
              "tabla" => array:1 [
                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
                  \t\t\t\t" class=""><thead title="thead"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Gender&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Levene test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">t</span>-Test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Mann&#8211;Whitney test</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Men&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Women&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">F</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">T</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">Z</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;600&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;842&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">2&#46;822&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;094&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;1&#46;839&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;067&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;018&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;086&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;217&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;642&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;0&#46;470&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;639&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;751&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;662&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;138&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;710&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;564&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;573&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Reliability&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;175&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;371&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">3&#46;672&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;056&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;1&#46;489&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;138&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;469&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;556&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;890&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;170&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;0&#46;504&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;615&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
              ]
              "imagenFichero" => array:1 [
                0 => "xTab587497.png"
              ]
            ]
            1 => array:2 [
              "tabla" => array:1 [
                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
                  \t\t\t\t" class=""><thead title="thead"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Age&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Levene test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">t</span>-Test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Mann&#8211;Whitney test</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">24 years or less&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">25 years or more&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">F</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">T</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">Z</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;801&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;648&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;548&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;460&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;153&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;250&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;200&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;917&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;500&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;020&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8211;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8211;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;1&#46;592&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;111&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;832&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;593&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;960&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;328&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;509&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;133&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Reliability&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;225&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;316&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;638&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;202&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;0&#46;682&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;496&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;513&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;512&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;003&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;957&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;004&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;997&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
              ]
              "imagenFichero" => array:1 [
                0 => "xTab587500.png"
              ]
            ]
            2 => array:2 [
              "tabla" => array:1 [
                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
                  \t\t\t\t" class=""><thead title="thead"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Level of education&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Levene test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">t</span>-Test</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Without a university degree&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">With a university degree&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">F</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">T</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;789&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;597&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">3&#46;488&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;063&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;395&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;164&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;124&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;923&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">3&#46;650&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;057&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;342&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;181&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;770&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;594&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;312&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;253&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;066&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;287&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Reliability&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;278&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;263&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;266&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;606&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;115&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;909&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;528&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;485&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;203&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;652&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;237&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;813&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></tbody></table>
                  """
              ]
              "imagenFichero" => array:1 [
                0 => "xTab587496.png"
              ]
            ]
            3 => array:2 [
              "tabla" => array:1 [
                0 => """
                  <table border="0" frame="\n
                  \t\t\t\t\tvoid\n
                  \t\t\t\t" class=""><thead title="thead"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Frequency of Internet use&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Mean&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Levene test</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " colspan="2" align="center" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">t</span>-Test</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Every day&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Not every day&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">F</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black"><span class="elsevierStyleItalic">T</span>&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-head\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t" style="border-bottom: 2px solid black">Sig&#46;&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr></thead><tbody title="tbody"><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Design&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;538&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;442&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;028&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;868&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;492&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;623&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Functionality&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;697&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;782&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;514&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;474&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;0&#46;568&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;570&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Privacy&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;990&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;219&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;000&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;990&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;1&#46;419&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;157&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Reliability&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;643&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">4&#46;880&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;025&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;875&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">&#8722;1&#46;327&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">0&#46;186&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td></tr><tr title="table-row"><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="left" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">Recovery&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;259&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">5&#46;308&nbsp;\t\t\t\t\t\t\n
                  \t\t\t\t</td><td class="td" title="\n
                  \t\t\t\t\ttable-entry\n
                  \t\t\t\t  " align="char" valign="\n
                  \t\t\t\t\ttop\n
                  \t\t\t\t">1&#46;555&nbsp;\t\t\t\t\t\t\n
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                  """
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ISSN: 10196838
Original language: English
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