Figure 1
The first flowchart on the left has 5 circles stacked vertically on the left labeled from top to bottom as follows: “Reliability,” “Responsiveness,” “Assurance,” “Empathy,” and “Tangibles.” Arrows from the 5 circles point to a sixth circle in the middle labeled “Satisfaction.” An arrow from the sixth circle labeled “H 1” points to a seventh circle on the far right labeled “Loyalty.” The second flowchart on the right has 5 circles stacked vertically on the left labeled from top to bottom as follows: “Reliability,” “Responsiveness,” “Assurance,” “Empathy,” and “Tangibles.” Arrows from the 5 circles labeled “H 2 a,” H 3 a,” “H 4 a,” “H 5 a,” and “H 6 a,” respectively point to a sixth circle on the right labeled “Loyalty.”Models for the sufficiency hypothesis. Source: Authors’ own creation