Table 10 Results of hypotheses testing
From: Featuring the e-service quality of online website from a varied perspective
Model | Hypothesis | Related | Coefficient | t-value | Support |
|---|---|---|---|---|---|
SERVQUAL | H1a: reliability → service quality | + | 0.41 | 2.64** | Yes |
H1b: responsiveness → service quality | + | 0.01 | 0.04 | No | |
H1c: assurance → service quality | + | 0.28 | 2.39* | Yes | |
H1d: empathy → service quality | + | 0.26 | 3.98*** | Yes | |
H1e: tangible → service quality | + | -0.01 | −0.13 | No | |
QES | H2a: environment quality → service quality | + | 0.12 | 3.02** | Yes |
H2b: delivery quality → service quality | + | 0.44 | 4.78*** | Yes | |
H2c: outcome quality → service quality | + | 0.36 | 4.26*** | Yes | |
WPI | H3: website performance → service quality | + | 0.80 | 17.26*** | Yes |
The framework of this study | H4: service quality → affective commitment | + | 0.32 | 6.19*** | Yes |
H5: service quality → continuance commitment | + | 0.21 | 4.06*** | Yes | |
H6: service quality → normative commitment | + | 0.71 | 7.86*** | Yes | |
H7: affective commitment → loyalty intention | + | 0.32 | 6.93*** | Yes | |
H8: affective commitment → advocacy intention | + | 0.24 | 6.02*** | Yes | |
H9: affective commitment → wtpm | + | 0.01 | 0.27 | No | |
H10: continuance commitment → loyalty intention | – | 0.02 | 0.49 | No | |
H11: continuance commitment → advocacy intention | – | -0.01 | −0.34 | No | |
H12: continuance commitment → WTPM | – | 0.25 | 5.37*** | No | |
H13: normative commitment → loyalty intention | + | 0.60 | 8.01*** | Yes | |
H14: normative commitment → advocacy intention | + | 0.81 | 7.41*** | Yes | |
H15: normative commitment → WTPM | + | 0.53 | 6.86*** | Yes |