Table 4 Standardized parameter estimates for the structural model

H1 CSR → customer satisfaction

.257

.110

2.345*

Supported

H2 CSR → customer trust

.337

.087

3.869***

Supported

H3 CSR customer loyalty

.057

.138

.411

Not supported

H4 SQ → customer satisfaction

.199

.103

1.936

Not supported

H5 SQ → customer trust

.109

.078

1.393

Not supported

H6 SQ → customer loyalty

.383

.119

3.212***

Supported

H7 CR → customer satisfaction

.353

.080

4.401***

Supported

H8 CR → customer trust

.155

.062

2.498*

Supported

H9 CR → customer loyalty

-.168

.095

−1.758

Not supported

H10 Transparency → customer satisfaction

.100

.080

1.251

Not supported

H11 Transparency → customer trust

.239

.062

3.842***

Supported

H12 Transparency → customer loyalty

.179

.097

1.855

Not supported

H13 Customer satisfaction → customer trust

.297

.043

6.827***

Supported

H14 Customer satisfaction → customer loyalty

.279

.076

3.669***

Supported

H15 Customer trust → customer loyalty

.358

.153

2.335*

Supported