Table 2.
Descriptive statistics, correlations, and measurement model
| ICR | ISP | PA | NA | Customer inertia | Customer retention | CR | AVE | MSV | ASV | |
|---|---|---|---|---|---|---|---|---|---|---|
| ICR |
1 (0.88) |
0.883 | 0.786 | 0.538 | 0.382 | |||||
| ISP |
0.664a (0.439)b |
1 (0.95) |
0.971 | 0.918 | 0.746 | 0.527 | ||||
| PA |
0.658 (0.436) |
0.739 (0.547) |
1 (0.87) |
0.964 | 0.765 | 0.616 | 0.425 | |||
| NA |
− 0.457 (0.209) |
− 0.553 (0.306) |
− 0.534 (0.284) |
1 (0.94) |
0.985 | 0.893 | 0.694 | 0.483 | ||
| Customer inertia |
0.239 (0.056) |
0.312 (0.098) |
0.293 (0.085) |
− 0.112 (0.011) |
1 (0.77) |
0.787 | 0.599 | 0.387 | 0.316 | |
| Customer retention |
− 0.568 (0.325) |
0.628 (0.393) |
0.657 (0.429) |
− 0.490 (0.242) |
− 0.267 (0.071) |
1 (0.97) |
0.976 | 0.947 | 0.775 | 0.574 |
| Mean | 5.275 | 5.195 | 5.323 | 1.616 | 2.784 | 2.778 | 6.136 | |||
| SD | 1.344 | 1.462 | 1.202 | 1.065 | 1.526 | 1.353 | 1.356 |
Annotation 1: SD Standard Deviation, CR Composite Reliability, AVE Average Variance Extracted; MSV Maximum Shared Variance, ASV Average Shared Variance. Annotation 2: ICR Insurance company reputation, ISP Insurance service performance, PA Positive affect, NA Negative affect
Annotation 3: aCorrelations between variables are below the diagonal. bSquared correlations between variables are within parentheses
Annotation 4: Goodness-of-fit statistics: χ2 = 265.069; df = 136; χ2/df = 1.949; p = 0.001; RMSEA = 0.066, CFI 0.974, IFI 0.973, TLI 0.968