Direct and indirect effects on endogenous variables (including higher and lower bounds of the 90% percentile confidence interval of the model)
| Effects on endogenous variables1 | Path and indirect effects | Confidence interval (90%) | Significance of the effect (p) | |
|---|---|---|---|---|
| 5%CIlo | 95%CIhi | |||
| BSE→ MT (H1) | 0.347 | 0.202 | 0.486 | Yes (0.000) |
| BSE→ MT→ FR (H2) | 0.290 | 0.162 | 0.410 | Yes (0.000) |
| BSE→ MT→ PM (H3) | 0.259 | 0.140 | 0.371 | Yes (0.000) |
| BSE→ MT→ FR→ SAT (H4) | 0.112 | 0.047 | 0.184 | Yes (0.01) |
| BSE→ MT → PM →SAT (H5) | 0.136 | 0.052 | 0.213 | Yes (0.01) |
| Effects on endogenous variables1 | Path and indirect effects | Confidence interval (90%) | Significance of the effect ( | |
|---|---|---|---|---|
| 5%CIlo | 95%CIhi | |||
| BSE→ MT ( | 0.347 | 0.202 | 0.486 | Yes (0.000) |
| BSE→ MT→ FR ( | 0.290 | 0.162 | 0.410 | Yes (0.000) |
| BSE→ MT→ PM ( | 0.259 | 0.140 | 0.371 | Yes (0.000) |
| BSE→ MT→ FR→ SAT ( | 0.112 | 0.047 | 0.184 | Yes (0.01) |
| BSE→ MT → PM →SAT ( | 0.136 | 0.052 | 0.213 | Yes (0.01) |
Note(s): 1PM: peace of mind, MT: moments of truth, FR: focus on results, BSE: basic service experience, and SAT: customer satisfaction. CIlo: low confidence interval, and CIhi: high confidence interval using one tail
Source(s): Table by authors
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