Table 7 Structural model results 2nd SJQ... | Emerald Publishing

Table 7

Structural model results

	2nd SJQ	Empathy	Responsive	Reliability	Tangibles	Assurance	2nd SerQual	Loyalty
Direct effect model	R² = 1.00							R² = 0.60
1. Second-order SJQ								0.76** (26.60)
2. Journey personalization	0.40** (3.68)
3. Journey coherence	0.38** (2.83)
4. Journey seamlessness	0.29* (2.50)
5. CMV marker variable	−0.01ns. (0.70)							0.06ns. (1.34)
Mediation effect model	R² = 1.00	R² = 0.43	R² = 0.33	R² = 0.72	R² = 0.46	R² = 0.55	R² = 1.00	R² = 0.67
1. Second-order SJQ		0.65** (12.02)	0.57** (9.13)	0.85** (4.45)	0.68** (15.92)	0.73** (18.54)		0.26** (3.31)
2. Journey personalization	0.56** (6.69)
3. Journey coherence	0.21* (2.10)
4. Journey seamlessness	0.28** (2.90)
5. Second-order ServQual								0.58** (7.69)
6. ServQual empathy							0.16ns. (1.46)
7. ServQual responsiveness							−0.10ns. (0.99)
8. ServQual reliability							0.70** (6.07)
9. ServQual tangibles							0.18* (2.03)
10. ServQual assurance							0.13ns. (1.19)
11. CMV marker variable	−0.01ns. (0.53)	0.06ns. (1.37)	0.04ns. (0.82)	0.01ns. (0.20)	0.04ns. (0.81)	0.06ns. (1.35)	−0.00ns. (0.16)	0.04ns. (1.19)

	2nd SJQ	Empathy	Responsive	Reliability	Tangibles	Assurance	2nd SerQual	Loyalty
Direct effect model	R² = 1.00							R² = 0.60
1. Second-order SJQ								0.76** (26.60)
2. Journey personalization	0.40** (3.68)
3. Journey coherence	0.38** (2.83)
4. Journey seamlessness	0.29* (2.50)
5. CMV marker variable	−0.01ns. (0.70)							0.06ns. (1.34)
Mediation effect model	R² = 1.00	R² = 0.43	R² = 0.33	R² = 0.72	R² = 0.46	R² = 0.55	R² = 1.00	R² = 0.67
1. Second-order SJQ		0.65** (12.02)	0.57** (9.13)	0.85** (4.45)	0.68** (15.92)	0.73** (18.54)		0.26** (3.31)
2. Journey personalization	0.56** (6.69)
3. Journey coherence	0.21* (2.10)
4. Journey seamlessness	0.28** (2.90)
5. Second-order ServQual								0.58** (7.69)
6. ServQual empathy							0.16ns. (1.46)
7. ServQual responsiveness							−0.10ns. (0.99)
8. ServQual reliability							0.70** (6.07)
9. ServQual tangibles							0.18* (2.03)
10. ServQual assurance							0.13ns. (1.19)
11. CMV marker variable	−0.01ns. (0.53)	0.06ns. (1.37)	0.04ns. (0.82)	0.01ns. (0.20)	0.04ns. (0.81)	0.06ns. (1.35)	−0.00ns. (0.16)	0.04ns. (1.19)

Note(s): *p < 0.05; **p < 0.01 (t-value); ns. = not significant