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| Customer satisfaction | |||||
| Normalized β (p-value) | T-value | F-value | p-value | R2 | ΔR2 | ||
| Model 1 | Service quality satisfaction | 0.547 (0.000***) | 11.571 | 133.891 | 0.000*** | 0.299 | 0.299 |
| Model 2 | Service quality satisfaction | 0.072 (0.042*) | 2.042 | 457.133 | 0.000*** | 0.745 | 0.446 |
| Service innovation | 0.820 (0.000***) | 23.396 | |||||