Figure 2
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: beta equals 0.544; p less than 0.001” 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: beta equals negative 0.006; n.s.,” “H 3 a: beta equals 0.177; n.s.,” “H 4 a: beta equals 0.090; n.s.,” “H 5 a: beta equals 0.071; n.s.,” and “H 6 a: beta equals 0.026; n.s.,” respectively point to a sixth circle on the right labeled “Loyalty.”PLS results for the sufficiency hypothesis. Source: Authors’ own creation