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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
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*
  1. CS customer satisfaction
  2. * p < 0.05; ** p < 0.01; *** p < 0.001