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Table 1 Path estimates of the satisfied and dissatisfied customer CSI model

From: An empirical research on customer satisfaction study: a consideration of different levels of performance

Path	Effected sign	Path estimate
Path	Effected sign	Satisfied	Dissatisfied
Expectation → value	−	−0.009	−0.203
Quality → value	+	0.83***	0.74***
Image → CS	+	0.16*	0.11*
Expectation → CS	−	−0.21	−0.32
Value → CS	+	0.27*	0.14*
Quality → CS	+	0.80***	0.62***
Image → expectation	+	0.58***	0.37***
Expectation → Quality	+	0.94***	0.73***
Image → loyalty	+	0.47***	0.16*
CS → loyalty	+	0.63***	0.14*

CS customer satisfaction
* p < 0.05; ** p < 0.01; *** p < 0.001

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