Results of the structural model
| Hypothesized path | Standardized coefficients | t-value | p-value | Hypotheses |
|---|---|---|---|---|
| H1.SB ← T | 0.137 | 2.904 | 0.004 | Supported |
| H2.SB ← R | 0.120 | 2.668 | 0.008 | Supported |
| H3.SB ← A | 0.380 | 6.226 | 0.003 | Supported |
| H4.SB ← S | 0.185 | 3.692 | 0.006 | Supported |
| H5.SB ← P | 0.201 | 4.079 | 0.001 | Supported |
| H6.SB ← F | 0.121 | 2.642 | 0.005 | Supported |
| H7.BL ← SB | 0.591 | 9.685 | 0.002 | Supported |
| H8.BT ← SB | 0.605 | 9.330 | 0.004 | Supported |
| H9.BL ← BT | 0.187 | 3.256 | 0.001 | Supported |
| Hypothesized path | Standardized coefficients | Hypotheses | ||
|---|---|---|---|---|
| 0.137 | 2.904 | 0.004 | Supported | |
| 0.120 | 2.668 | 0.008 | Supported | |
| 0.380 | 6.226 | 0.003 | Supported | |
| 0.185 | 3.692 | 0.006 | Supported | |
| 0.201 | 4.079 | 0.001 | Supported | |
| 0.121 | 2.642 | 0.005 | Supported | |
| 0.591 | 9.685 | 0.002 | Supported | |
| 0.605 | 9.330 | 0.004 | Supported | |
| 0.187 | 3.256 | 0.001 | Supported |
Note(s): SB = customer satisfaction; T = Tangibility; R = Reliability; A = Assurance; S = Sincerity; P = Personalization; F = Formality; BL = Customer loyalty; BT = Customer trust
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