Mean values for the four-cluster group solution
| Variables | Indicators | Cluster 1 | Cluster 2 | Cluster 3 | Cluster 4 | Post hoc Tukey test | |
|---|---|---|---|---|---|---|---|
| Service connoisseurs (n = 196) | Uninvolved pragmatics (n = 98) | Potential switchers (n = 136) | Delighted loyal (n = 138) | F-value | Significance (p < 0.005) | ||
| Value for money | VM1 | 2.46 | 2.78 | 1.67 | 4.09 | 116.240 | 0.000 |
| VM2 | 2.76 | 3.21 | 1.70 | 4.27 | 203.383 | 0.000 | |
| VM3 | 2.74 | 2.73 | 1.54 | 4.22 | 195.790 | 0.000 | |
| VM4 | 3.04 | 3.33 | 1.50 | 4.51 | 228.988 | 0.000 | |
| Corporate image | IMAG2 | 3.28 | 3.45 | 2.10 | 3.97 | 142.774 | 0.000 |
| IMAG3 | 3.24 | 3.42 | 1.68 | 4.45 | 174.812 | 0.000 | |
| Involvement | INVOL2 | 3.42 | 2.25 | 2.75 | 4.13 | 48.841 | 0.000 |
| INVOL3 | 3.19 | 2.09 | 2.69 | 3.58 | 30.815 | 0.000 | |
| INVOL4 | 3.40 | 2.10 | 2.72 | 3.69 | 24.126 | 0.000 | |
| Search effort | SEAR1 | 3.82 | 1.73 | 2.59 | 3.72 | 44.798 | 0.000 |
| SEAR2 | 3.40 | 1.45 | 2.32 | 3.34 | 43.146 | 0.000 | |
| SEAR3 | 3.42 | 1.40 | 2.20 | 3.16 | 57.085 | 0.000 | |
| Switching intention | SWITC1 | 3.15 | 2.25 | 4.40 | 1.47 | 133.546 | 0.000 |
| SWITC2 | 2.41 | 1.92 | 3.72 | 1.10 | 114.870 | 0.000 | |
| Satisfaction | SAT1 | 3.12 | 3.40 | 1.80 | 4.78 | 259.424 | 0.000 |
| SAT2 | 3.24 | 3.39 | 1.86 | 4.82 | 218.127 | 0.000 | |
| SAT3 | 3.35 | 3.36 | 1.82 | 4.50 | 216.412 | 0.000 | |
| SAT4 | 3.24 | 3.39 | 1.78 | 4.56 | 249.832 | 0.000 | |
| Loyalty | LOY1 | 3.12 | 3.49 | 1.65 | 4.72 | 267.721 | 0.000 |
| LOY2 | 3.11 | 3.32 | 1.53 | 4.78 | 315.426 | 0.000 | |
| LOY3 | 3.12 | 3.41 | 1.80 | 4.69 | 290.152 | 0.000 | |
| Variables | Indicators | Cluster 1 | Cluster 2 | Cluster 3 | Cluster 4 | ||
|---|---|---|---|---|---|---|---|
| Service connoisseurs | Uninvolved pragmatics ( | Potential switchers ( | Delighted loyal ( | Significance ( | |||
| Value for money | VM1 | 2.46 | 2.78 | 1.67 | 4.09 | 116.240 | 0.000 |
| VM2 | 2.76 | 3.21 | 1.70 | 4.27 | 203.383 | 0.000 | |
| VM3 | 2.74 | 2.73 | 1.54 | 4.22 | 195.790 | 0.000 | |
| VM4 | 3.04 | 3.33 | 1.50 | 4.51 | 228.988 | 0.000 | |
| Corporate image | IMAG2 | 3.28 | 3.45 | 2.10 | 3.97 | 142.774 | 0.000 |
| IMAG3 | 3.24 | 3.42 | 1.68 | 4.45 | 174.812 | 0.000 | |
| Involvement | INVOL2 | 3.42 | 2.25 | 2.75 | 4.13 | 48.841 | 0.000 |
| INVOL3 | 3.19 | 2.09 | 2.69 | 3.58 | 30.815 | 0.000 | |
| INVOL4 | 3.40 | 2.10 | 2.72 | 3.69 | 24.126 | 0.000 | |
| Search effort | SEAR1 | 3.82 | 1.73 | 2.59 | 3.72 | 44.798 | 0.000 |
| SEAR2 | 3.40 | 1.45 | 2.32 | 3.34 | 43.146 | 0.000 | |
| SEAR3 | 3.42 | 1.40 | 2.20 | 3.16 | 57.085 | 0.000 | |
| Switching intention | SWITC1 | 3.15 | 2.25 | 4.40 | 1.47 | 133.546 | 0.000 |
| SWITC2 | 2.41 | 1.92 | 3.72 | 1.10 | 114.870 | 0.000 | |
| Satisfaction | SAT1 | 3.12 | 3.40 | 1.80 | 4.78 | 259.424 | 0.000 |
| SAT2 | 3.24 | 3.39 | 1.86 | 4.82 | 218.127 | 0.000 | |
| SAT3 | 3.35 | 3.36 | 1.82 | 4.50 | 216.412 | 0.000 | |
| SAT4 | 3.24 | 3.39 | 1.78 | 4.56 | 249.832 | 0.000 | |
| Loyalty | LOY1 | 3.12 | 3.49 | 1.65 | 4.72 | 267.721 | 0.000 |
| LOY2 | 3.11 | 3.32 | 1.53 | 4.78 | 315.426 | 0.000 | |
| LOY3 | 3.12 | 3.41 | 1.80 | 4.69 | 290.152 | 0.000 | |
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