Table 4.
Hypotheses testing
| Hypotheses | Relationships | β | t-value | Results |
|---|---|---|---|---|
| H1a | Technology → satisfaction | 0.387*** | 9.075 | Support |
| H1b | Technology → delight | 0.086* | 2.504 | Support |
| H2a | Personnel service → satisfaction | 0.396*** | 10.412 | Support |
| H2b | Personnel service → delight | 0.167*** | 5.034 | Support |
| H2c | Human service innovations have stronger effect on satisfaction than technology-related innovations do | 0.396 > 0.387 | Support | |
| H2d | Human service innovations have stronger effect on delight than technology-related innovations do | 0.167 > 0.086 | Support | |
| H3 | Delight has stronger effect on loyalty than satisfaction does | 0.625 > 0.210 | Support | |
| H4a | Technology × personnel service → satisfaction | 0.127 | 1.600 | Not support |
| H4b | Technology × personnel service → delight | 0.195** | 2.701 | Support |
Note: *p < 0.05, **p < 0.01, ***p < 0.001