Variable name

Dependent variables

Customer satisfaction

(Model 1)

Service innovation

(Model 2)

Customer satisfaction

(Model 3)

Normalized β Value

(p-value)

T-value

Normalized β Value

(p-value)

T-value

Normalized β Value

(p-value)

T-value

Independent variables

Service quality satisfaction

0.547

(0.000***)

11.571

0.580

(0.000***)

12.609

0.072

(0.042*)

2.042

Mediation variable

Service innovation

0.820

(0.000***)

23.396

F

133.891

158.979

457.133

p-value

0.000***

0.000***

0.000***

R²

0.299

0.336

0.745

Adj-R²

0.297

0.334

0.743

Hypothesis testing

verified

verified

verified