Hypotheses testing
| Hypothesis | Relationship | β weights | p-value | Outcome |
|---|---|---|---|---|
| H1 | Service recovery attributes → compensation | 0.765 | 0.001* | Supported |
| H1 | Service recovery attributes → response speed | 0.907 | 0.001* | Supported |
| H1 | Service recovery attributes → apology | 0.794 | 0.001* | Supported |
| H1 | Service recovery attributes → explanation | 0.828 | 0.001* | Supported |
| H2 | Service recovery attributes → satisfaction with service recovery | 0.520 | 0.001* | Supported |
| H3 | Service recovery attributes → perceived justice → satisfaction with service recovery | 0.165 | 0.001* | Rejected |
| H4 | Satisfaction with service recovery → trust | 0.802 | 0.001* | Supported |
| H5 | Satisfaction with service recovery → EWOM | 0.787 | 0.001* | Supported |
| H6 | Satisfaction with service recovery → repurchase intention | 0.595 | 0.001* | Supported |
| Hypothesis | Relationship | β weights | Outcome | |
|---|---|---|---|---|
| Service recovery attributes → compensation | 0.765 | 0.001* | Supported | |
| Service recovery attributes → response speed | 0.907 | 0.001* | Supported | |
| Service recovery attributes → apology | 0.794 | 0.001* | Supported | |
| Service recovery attributes → explanation | 0.828 | 0.001* | Supported | |
| Service recovery attributes → satisfaction with service recovery | 0.520 | 0.001* | Supported | |
| Service recovery attributes → perceived justice → satisfaction with service recovery | 0.165 | 0.001* | Rejected | |
| Satisfaction with service recovery → trust | 0.802 | 0.001* | Supported | |
| Satisfaction with service recovery → | 0.787 | 0.001* | Supported | |
| Satisfaction with service recovery → repurchase intention | 0.595 | 0.001* | Supported |
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