Table 5.

Results of structural equation modeling.

Hypothesized paths	Emotion				No emotion
	β	t	p	Result	β	t	p	Result
H1: Reliability	0.202	2.550	0.011	Supported	0.288	3.244	0.001	Supported
→ Customer satisfaction
H2: Responsiveness	0.062	0.827	0.408	Not	–	–	0.631	Not
→ Customer satisfaction				Supported				Supported
H3: Assurance	0.194	2.652	0.008	Supported	0.291	3.161	0.002	Supported
→ Customer satisfaction
H4: Interactivity	0.375	4.996	***	Supported	0.030	0.332	0.740	Not
→ Customer satisfaction								Supported
H5: Empathy	0.186	2.382	0.017	Supported	0.078	0.940	0.347	Not
→ Customer satisfaction								Supported
H6: Customer satisfaction	0.517	6.045	***	Supported	0.521	6.153	***	Supported
→ Repurchase intention
H7: Customer satisfaction	0.572	7.605	***	Supported	0.456	5.908	***	Supported
→ Positive WOM

*p < 0.05, **p < 0.01,

^***p < 0.001.

Emotion words: CMIN/DF = 1.457; GFI = 0.872; IFI = 0.953; TLI = 0.944; CFI = 0.952; RMSEA = 0.049.

No emotion words: CMIN/DF = 1.527; GFI = 0.867; IFI = 0.943; TLI = 0.932; CFI = 0.942; RMSEA = 0.053.