Table 4 Results of hypotheses testing...

Table 4

Results of hypotheses testing

Hypothesis	Hypothesised relationship	SRW	CR	Remark
H1	Customer retention → firm performance	0.297	13.012^***	Supported
H2	Customer retention → perceived service quality	0.308	11.364^***	Supported
H3	Perceived service quality → organisational performance	0.423	19.824^***	Supported

Hypothesis	Hypothesised relationship	SRW	CR	Remark
H1	Customer retention → firm performance	0.297	13.012^***	Supported
H2	Customer retention → perceived service quality	0.308	11.364^***	Supported
H3	Perceived service quality → organisational performance	0.423	19.824^***	Supported

Note(s): SRW standardised regression weight, CR critical ratio, ^*** significant at p < 0.001

Source(s): Table by authors (2023)

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