Comparative summary of PLS-SEM and NCA results
| Construct | PLS-SEM result | NCA result | Type | Interpretation |
|---|---|---|---|---|
| Service quality (SQ) | Significant predictor of CL | Necessary condition for CL | Must-have + impactful | SQ must be present and increasing it increases CL. SQ ≥ 1.891 required |
| Service efficiency (SE) | Not a significant predictor of CL | Necessary condition for CL | Must-have only | SE must reach a certain level (≥1.935), but more is not associated with CL gains |
| Customer satisfaction (CS) | Significant predictor of CL | Necessary condition for CL | Must-have + impactful | CS must be present and increasing it boosts CL. CS ≥ 2.184 required |
| Construct | PLS-SEM result | NCA result | Type | Interpretation |
|---|---|---|---|---|
| Service quality (SQ) | Significant predictor of CL | Necessary condition for CL | Must-have + impactful | SQ must be present and increasing it increases CL. SQ ≥ 1.891 required |
| Service efficiency (SE) | Not a significant predictor of CL | Necessary condition for CL | Must-have only | SE must reach a certain level (≥1.935), but more is not associated with CL gains |
| Customer satisfaction (CS) | Significant predictor of CL | Necessary condition for CL | Must-have + impactful | CS must be present and increasing it boosts CL. CS ≥ 2.184 required |
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