(Luận văn) effects of negative and positive switching barriers to customer satisfaction and customer retention, a study of mobile service users in vietnam

MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY -oOo - t to ng hi ep w n lo ad PHAM THANH LONG ju y th yi pl ua al EFFECTS OF NEGATIVE AND POSITIVE SWITCHING n BARRIERS TO CUSTOMER SATISFACTION AND va n CUSTOMER RETENTION ll fu m oi A STUDY OF MOBILE SERVICE USERS IN VIETNAM at nh z z ht vb k jm gm om l.c MASTER OF BUSINESS ADMINISTRATION THESIS n a Lu n va y te re Ho Chi Minh City – 2011 MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF ECONOMICS HOCHIMINH CITY -oOo - t to ng hi ep w n PHAM THANH LONG lo ad ju y th yi EFFECTS OF NEGATIVE AND POSITIVE SWITCHING pl ua al BARRIERS TO CUSTOMER SATISFACTION AND n CUSTOMER RETENTION n va ll fu A STUDY OF MOBILE SERVICE USERS IN VIETNAM oi m at nh z Business Administration 60.34.05 z ht vb Major: Major Code: k jm gm om l.c MASTER OF BUSINESS ADMINISTRATION THESIS n a Lu Supervisor: DR TRAN HA MINH QUAN n va y te re Ho Chi Minh City – 2011 ACKNOWLEDGEMENT t to ng hi This thesis is the result after several months of work in which I have been ep accompanied and supported by many people It is fantastic that I now have the opportunity to express my gratitude and sincere thanks all of them w n lo The first person I would like to thank is my direct supervisor Dr Tran Ha Minh ad Quan During these years I have known him to be a sympathetic and principle- y th yi research ju centered person I owe him a lot of gratitude for having shown me this way of pl ua al I would like to express my sincere gratitude to all of my teachers at Faculty of n Business Administration and Post-graduate Faculty, University of Economics Ho va Chi Minh City for their teaching and guidance during my MBA course n fu ll I would like to specially express my thanks to all of my classmates, my friends from oi m for their support and encouragement nh at I am deeply and forever indebted to my parents and my wife, Hong Thao, for their z continuous love, support and encouragement dedicating to me For their never- z ht vb ending support and the sense of security they have given when I wanted it most I k jm dedicate this thesis to them om l.c gm n a Lu n va y te re i ABSTRACT t to Customer retention is a concept getting more and more attention in business nowadays ng hi as loyal customers are considered as vital components to organizational success ep Companies today strive to identify and manage effective methods to retain their w customers as many as possible Even though some research papers have been published n lo globally on service sectors, including mobile telecommunication services, very limited ad studies have been conducted on this subject inside Vietnam y th ju Many studies show that customer satisfaction is related to customer retention However, yi customer satisfaction is not enough to provide explanation to customer retention pl ua al because in a lot of cases, customers are not freely to choose or switch between suppliers n There are different types of constraints identified as switching barriers have effect to n va customer satisfaction and customer retention Some previous studies investigated the ll fu impact of switching barriers as a uni-dimensional concept and it has mediating effect to oi m the linkage between customer satisfaction and customer retention Just a very few nh studies went further to divide switching barriers into ‘positive elements’ and ‘negative at elements’ and tested both in the same model separately In this study, our first objective z z is to prove the role of switching barriers that influence customer retention in mobile vb ht telecommunication service and classify them into positive and negative category jm Secondly, we will use a path analysis of the empirical data in Vietnam to examine the k gm impact of these different categories into customer satisfaction and customer retention l.c Keywords: Customer retention, purchase retention, customer satisfaction, switching om barrier, customer loyalty, mobile service n a Lu n va y te re ii t to CONTENTS ng hi ep Acknowledgement …………………………………………………………… Abstract ………………………………………………………………………… w n Contents ……………………………………………………………………… i ii iii lo v Lists of Figures ………………………………………………………………… vi ad Lists of Tables ………………………………………………………………… ju y th CHAPTER 1: INTRODUCTION …………………………………………… yi pl 1.1 Background …………………………………………………………… 1 al 1.3 Research purpose ……………………………………………………… n ua 1.2 Problem definition and research questions …………………………… va n 1.4 Research limitation …………………………………………………… fu ll 1.5 Organization of the thesis ……………………………………………… m 2.1 Customer satisfaction ………………………………………………… oi CHAPTER 2: LITERATURE REVIEW …………………………………… at nh 2.1.1 Defining customers and customer purchasing process …………… z z 2.1.2 Concept of customer satisfaction ………………………………… vb ht 2.1.3 Determinants of Customer satisfaction …………………………… jm 2.1.4 Customer satisfaction measurement model ……………………… 11 k 14 2.3 Switching barriers ……………………………………………………… 18 2.4 Positive and negative switching barriers ……………………………… 23 2.5 Proposed research model and hypotheses ……………………………… 25 CHAPTER 3: RESEARCH METHODOLOGY …………………………… 27 n 3.1 Research purpose ……………………………………………………… 27 3.2 Research Approach …………………………………………………… 28 3.3 Sampling ……………………………………………………………… 28 3.3.1 Sampling technique ……………………………………………… 28 om l.c gm 2.2 Customer retention …………………………………………………… a Lu n va y te re iii 29 3.4 Data collection procedure ……………………………………………… 29 3.5 Measurement …………………………………………………………… 30 3.6 Pilot testing …………………………………………………………… 31 3.7 Data analysis method …………………………………………………… 33 CHAPTER 4: DATA ANALYSIS AND FINDINGS ……………………… 36 t to 3.3.2 Sampling size …………………………………………………… ng hi ep w n lo 36 4.2 Descriptive result ……………………………………………………… 36 ad 4.1 The questionnaire ……………………………………………………… ju y th 4.3 Accessing reliability and validity of collected data …………………… yi pl 4.4 Accessing model fit …………………………………………………… 39 42 al 44 CHAPTER 5: RESEARCH IMPLICATIONS …………………………… 47 n ua 4.5 Testing hypotheses and answering research questions ………………… va n 5.1 Conclusion …………………………………………………………… fu ll 5.2 Implications for management ………………………………………… m oi 5.3 Implications for theory and future research …………………………… 47 48 at nh REFERENCE 47 APPENDIX 1: QUESTIONNAIRE (ENGLISH AND VIETNAMESE) z z APPENDIX 2: STATISTICAL RESULT, PILOT STAGE vb ht APPENDIX 3: STATISTICAL RESULT, MAIN RESEARCH k jm om l.c gm n a Lu n va y te re iv LISTS OF TABLES t to ng hi ep Cronbach’s alpha result – Pilot stage ………………………………… 32 Table 4.1 Age statistics of respondents ………………………………………… 36 Table 4.2 Education Background statistics of respondents …………………… 37 Table 4.3 Occupation statistics of respondents ………………………………… 37 Monthly income statistics of respondents …………………………… 38 Living city/town Statistics of respondents …………………………… 38 Mobile network statistics of respondents …………………………… 39 Table 3.1 Table 4.4 w n Table 4.5 lo ad Table 4.6 Cronbach’s alpha value – Main research stage ……………………… 39 ju y th Table 4.7 Table KMO and Bartlett's Test ……………………………………… 40 Table 4.9 Total Variance Explained by EFA …………………………………… 41 Table 4.10 Rotated Component Matrixa by EFA ……………………………… 42 Table 4.11 CMIN value calculated by AMOS …………………………………… 43 Table 4.12 RMSEA value calculated by AMOS ………………………………… Table 4.13 Standardized Regression Weights of path model calculated by AMOS Table 4.14 Non-standardized Regression Weights of path model ……………… yi Table 4.8 pl n ua al n va 44 ll fu 45 oi m 46 at nh z z ht vb k jm om l.c gm n a Lu n va y te re v LISTS OF FIGURES ng hi ep Figure 2.1 Components of ACSI Model ………………………………………… 12 Figure 2.2 Components of ECSI Model ………………………………………… 13 Figure 2.3 Affecting role of switching barriers, both mediating and direct to customer retention …………………………………………………… 19 Mediating role of switching cost to both customer value – customer loyalty and perceived satisfaction – customer loyalty linkage ……… 20 Research model used in this thesis to investigate relationship among switching barriers, customer satisfaction and customer retention …… 25 43 Research organization ……………………………………………… ju t to Figure 1.1 w n Figure 2.4 lo ad Path diagram with regression weights calculated by AMOS ………… yi Figure 4.1 y th Figure 2.5 pl n ua al n va ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re vi CHAPTER t to ng INTRODUCTION hi ep w 1.1 Background n lo ad The increasing economic importance of telecommunication service sector has y th inspired many researchers to devote more of their research attention to this area ju Since 1990s, the telecommunications industry and services have become a dynamic yi pl key factor for the economic development of many countries This is the result of al ua enormous development in technology as well as of the increased number of network n operators and intense competition among them va n It has been figured out by previous researchers that as markets become more fu ll competitive, firms are more likely to try maintaining their market share by focusing m oi on retaining current customers It’s also obvious that when competition and the costs nh at of acquiring new customers increase, companies will be more concentrated their z strategic efforts on customer retention, therefore to maintain customer long-term z ht vb relationships becomes as a critical mission for business Especially in the field of jm telecommunications services, it has been pointed out that once customers have been k acquired and connected to the telecommunications network of a particular operator, gm their long-term links with the focal operator are of greater importance to the success om l.c of the company a Lu By having this in mind, customer retention is critical in the mobile service since operators lose about 30 percent or more of their subscribers every year and have n y (Lee, 2001) te re operators need to develop well-designed programs to increase customer retention n va large customer acquisition expenditures It is very important to stress that mobile As a result, many studies were conducted in this critical issue They developed and estimated different dynamic models to explain and measure the determinants, t to different factors and influencers of customer retention ng hi ep 1.2 Problem definition and research questions Nowadays the Telecommunications industry, like many of other ones, faces both the w n difficulties of increasing national and international competition, slower growth rate lo ad and saturated market As a result, fewer new customers are being pursued by an y th increasing number of service providers Under this circumstance, a large scale of ju firm’s resources must be definitely devoted to the present customers in order to yi pl make them more satisfied and retain them al n ua One important point of customer retention is its close relationship to the company’s va continued survival, and to strong and stable future growth Therefore, for a company n to maintain a stable profit level and the subscription level has reached the saturation fu ll point, a defensive strategy which strives to retain existing customers is more m oi important than an aggressive one, which expands the size of the overall market by at nh inducing potential customers z z Many studies show that customer satisfaction is related to customer retention, but vb only customer satisfaction is not enough to explain customer retention in all ht k jm circumstances since customer rarely has the chance to freely choose suppliers gm Actually, there are different types of constraints, together with customer satisfaction, l.c determine customers choice of supplier (Fornell, 1992) In this study, such om constraints are termed switching barriers Only a few empirical studies investigate a Lu how various types of switching barriers affect satisfaction with suppliers, customer retention and the relationship between variables It has been pointed out, that n relationship y that they have to) with suppliers, regardless of the satisfaction created in the te re (Ping, 1993) High switching barriers mean that customer have to stay (or perceive n va customers remain loyal to a supplier either because they want to or they have to CR2 920 t to Extraction Method: Principal ng Component Analysis hi a components extracted ep w Factor Analysis n lo ad Communalities Extraction 1.000 913 yi NSB1 ju y th Initial 778 1.000 NSB3 1.000 NSB4 1.000 pl NSB2 ua al 702 722 n n Analysis va Extraction Method: Principal Component ll fu oi m Initial Eigenvalues Compone % of Variance Cumulative % 476 11.901 89.764 295 7.376 97.140 114 2.860 100.000 77.863 om l.c Extraction Method: Principal Component Analysis 77.863 gm 3.115 k 77.863 jm 77.863 Cumulative % ht 3.115 % of Variance vb Total z Total Extraction Sums of Squared Loadings z nt at nh Total Variance Explained n a Lu n va Component y te re Component Matrixa NSB1 956 t to ng NSB2 882 NSB3 838 NSB4 850 hi Extraction Method: Principal ep Component Analysis a components extracted w n lo ad Factor Analysis y th ju Communalities yi Initial Extraction pl PSB2 1.000 898 ua 1.000 al PSB1 898 n n Analysis va Extraction Method: Principal Component ll fu m Total Variance Explained % of Variance at Total Extraction Sums of Squared Loadings nh nt oi Initial Eigenvalues Compone Cumulative % z 89.776 89.776 204 10.224 100.000 % of Variance 1.796 Cumulative % 89.776 89.776 ht vb 1.796 z k jm Extraction Method: Principal Component Analysis Total om l.c Component gm Component Matrixa PSB2 948 y te re a components extracted n Component Analysis va Extraction Method: Principal n 948 a Lu PSB1 APPENDIX t to ng STATISTICAL RESULTS – MAIN RESEARCH STAGE hi ep w n CRONBACH ALPHA AND FACTOR ANALYSIS lo ad A ju y th Reliability yi Scale: ALL VARIABLES pl Case Processing Summary ua al N n Valid 181 100.0 va Cases % n Excludeda 100.0 ll 181 fu Total m oi a Listwise deletion based on all variables in the procedure at nh Reliability Statistics z N of Items vb ht 934 z Cronbach's Alpha k jm Item Statistics N 492 181 CS2 3.10 522 181 CS3 3.12 530 181 n a Lu 3.04 om CS1 l.c Std Deviation gm Mean va n Item-Total Statistics Corrected Item-Total Cronbach's Alpha if Deleted Item Deleted Correlation Item Deleted y Scale Variance if te re Scale Mean if Item CS1 6.22 962 934 850 CS2 6.16 980 828 932 Item-Total Statistics t to Scale Variance if Corrected Item-Total Cronbach's Alpha if Deleted Item Deleted Correlation Item Deleted ng Scale Mean if Item hi ep 6.22 962 934 850 CS2 6.16 980 828 932 6.15 961 833 929 CS1 w CS3 n lo ad y th Mean Scale Statistics Variance ju 9.27 Std Deviation 2.107 N of Items 1.452 yi pl al ua Reliability n Scale: ALL VARIABLES n va ll fu Case Processing Summary Valid 0 181 100.0 z 100.0 at Total 181 nh Excludeda oi Cases % m N z ht vb a Listwise deletion based on all variables in the procedure jm Reliability Statistics k N of Items 894 gm Cronbach's Alpha om l.c Mean Std Deviation a Lu Item Statistics N n 491 181 CR2 4.57 496 181 n 4.60 va CR1 y te re Item-Total Statistics Scale Variance if Corrected Item-Total Cronbach's Alpha if Deleted Item Deleted Correlation Item Deleted t to Scale Mean if Item ng hi CR1 4.57 246 808 a CR2 4.60 241 808 a ep a The value is negative due to a negative average covariance among items This violates reliability model assumptions You may want to check item codings w n lo ad Scale Statistics Variance y th Mean 880 ju 9.18 Std Deviation N of Items 938 yi pl ua al Reliability Scale: ALL VARIABLES n n va Case Processing Summary fu 181 181 100.0 z at Total nh Excludeda 100.0 oi Valid m Cases % ll N z a Listwise deletion based on all variables in the procedure ht vb jm Reliability Statistics k N of Items om l.c 961 gm Cronbach's Alpha Item Statistics Std Deviation N NSB2 3.82 857 181 NSB3 3.86 815 181 NSB4 3.81 881 181 y 181 te re 886 n 3.76 va NSB1 n a Lu Mean Item-Total Statistics t to Scale Variance if Corrected Item-Total Cronbach's Alpha if Deleted Item Deleted Correlation Item Deleted ng Scale Mean if Item ep 5.751 954 933 NSB2 11.43 6.069 896 950 NSB3 11.39 6.373 864 960 11.44 5.948 900 949 11.50 n hi NSB1 w NSB4 lo ad ju y th Scale Statistics Mean Variance Std Deviation yi 10.591 3.254 pl 15.25 N of Items n ua al va Reliability n Scale: ALL VARIABLES ll fu oi m Case Processing Summary Valid 100.0 0 181 100.0 z 181 at Cases % nh N ht vb Total z Excludeda k jm a Listwise deletion based on all variables in the procedure gm Reliability Statistics N of Items om 961 l.c Cronbach's Alpha n a Lu va Std Deviation N 3.75 894 181 PSB2 3.81 849 181 y PSB1 te re Mean n Item Statistics Item-Total Statistics t to Scale Variance if Corrected Item-Total Cronbach's Alpha if Deleted Item Deleted Correlation Item Deleted ng Scale Mean if Item hi ep PSB1 3.81 720 927 a PSB2 3.75 799 927 a w a The value is negative due to a negative average covariance among items This violates reliability n model assumptions You may want to check item codings lo ad y th Variance Std Deviation ju Mean Scale Statistics yi 7.56 2.925 N of Items 1.710 pl n ua al Factor Analysis n va KMO and Bartlett's Test ll fu Kaiser-Meyer-Olkin Measure of Sampling Adequacy m Approx Chi-Square 55.000 at Sig nh df 2182.671 oi Bartlett's Test of Sphericity 804 000 z z ht vb k jm om l.c gm n a Lu n va y te re ad ju y th yi pl Anti-image Matrices CS1 ua al CS2 -.097 CS3 -.093 CR1 -.021 CR2 CS1 CS3 CR1 CR2 NSB1 NSB2 NSB3 NSB4 PSB1 PSB2 -.097 -.093 -.021 -.019 014 -.012 006 000 -.025 014 238 021 -.005 -.006 008 011 -.009 -.018 016 -.010 021 216 -.036 032 -.011 032 -.021 013 020 -.022 -.005 -.036 250 -.177 -.009 -.030 -.002 -.007 -.003 002 -.019 -.006 032 -.177 324 -.031 010 018 030 -.006 -.003 NSB1 014 008 -.011 -.009 -.031 073 -.040 -.054 -.065 001 -.003 NSB2 -.012 011 at -.030 010 -.040 180 -.045 -.018 -.002 000 NSB3 006 -.009 -.021 -.002 018 -.054 -.045 229 008 -.005 006 NSB4 000 -.018 013 030 -.065 -.018 008 138 -.007 005 PSB1 -.025 016 020 -.003 -.006 001 -.002 -.005 -.007 127 -.119 PSB2 014 -.010 -.022 002 -.003 -.003 000 006 005 -.119 137 CS1 a 755 -.624 -.626 -.129 -.103 165 -.085 041 001 -.216 117 CS2 -.624 838a 090 -.021 101 -.020 064 052 -.039 -.099 090 -.055 a -.084 164 -.094 078 123 -.129 -.067 -.141 -.010 -.037 -.014 012 n n va oi m ll fu nh Anti-image Covariance CS2 032 z z vb k jm ht gm 090 818 -.156 120 CR1 -.129 -.021 -.156 820a -.623 a -.199 040 067 140 -.029 -.013 -.345 -.415 -.644 012 -.027 919a -.224 -.116 -.011 003 a 047 -.029 033 853a -.052 034 -.029 -.052 a 668 -.901 033 034 -.901 662a om -.626 Lu l.c CS3 -.103 -.020 120 -.623 784 NSB1 165 064 -.084 -.067 -.199 794a NSB2 -.085 052 164 -.141 040 -.345 an CR2 va Anti-image Correlation -.007 n NSB3 041 -.039 -.094 -.010 067 -.415 re NSB4 001 -.099 078 -.037 140 -.644 -.116 047 ac th -.224 y te -.216 090 123 -.014 -.029 012 -.011 PSB2 117 -.055 -.129 012 -.013 -.027 003 si PSB1 eg cd a Measures of Sampling Adequacy(MSA) 912 jg hg Communalities t to Initial Extraction ng hi ep 1.000 946 CS2 1.000 857 CS3 1.000 858 1.000 894 1.000 937 1.000 952 1.000 885 CS1 w CR1 n lo CR2 ad NSB1 1.000 864 yi ju NSB3 y th NSB2 891 1.000 PSB1 1.000 PSB2 1.000 pl NSB4 ua al 963 965 n n Analysis va Extraction Method: Principal Component fu Total Variance Explained ll m Extraction Sums of Squared oi Initial Eigenvalues % Cumulative Total Variance % z Variance Rotation Sums of Squared Loadings % of at Total Cumulative nh Component % of Loadings Total z 39.940 3.693 33.575 33.575 3.952 35.931 75.870 3.952 35.931 75.870 2.695 24.501 58.075 1.116 10.143 86.013 1.116 10.143 86.013 1.975 17.955 76.030 550 5.001 91.014 550 5.001 91.014 1.648 14.984 91.014 273 2.478 93.492 200 1.817 95.308 169 1.538 96.846 147 1.340 98.186 087 788 98.974 10 061 554 99.528 11 052 472 100.000 ht k jm gm n va n 39.940 a Lu 4.393 % om 39.940 Variance l.c 39.940 Cumulative 4.393 vb % of y te re Extraction Method: Principal Component Analysis t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z Component Matrixa vb 257 264 CS3 -.719 488 205 246 CR1 -.014 860 308 -.246 CR2 -.010 800 273 -.472 NSB1 844 479 035 094 NSB2 797 486 041 112 NSB3 766 471 056 230 NSB4 816 443 014 169 PSB1 -.289 710 -.612 -.021 PSB2 -.297 675 -.648 -.024 n 467 va -.709 n CS2 a Lu 179 om 192 l.c 523 -.777 gm CS1 k jm ht Component y te re Extraction Method: Principal Component Analysis t to a components extracted ng hi Rotated Component Matrixa ep Component w lo ad CS2 CR2 -.262 870 254 236 -.198 876 154 165 -.206 861 210 171 342 385 192 770 219 201 893 -.221 034 193 041 186 -.096 021 096 035 110 ju CR1 y th CS3 yi n CS1 225 pl NSB2 904 NSB3 919 NSB4 918 -.188 PSB1 066 246 PSB2 039 219 ua -.178 n n va fu 176 146 ll 931 m 930 al NSB1 946 oi nh Extraction Method: Principal Component Analysis at Rotation Method: Varimax with Kaiser Normalization z a Rotation converged in iterations z ht vb Component Transformation Matrix jm -.014 491 453 504 547 081 387 -.837 379 386 539 -.051 -.747 n va Rotation Method: Varimax with Kaiser Normalization n Extraction Method: Principal Component Analysis a Lu -.206 om -.595 l.c 777 gm nt k Compone y te re t to ng hi ep w n lo ad ju y th yi pl n ua al n va ll fu oi m at nh z z ht vb k jm om l.c gm n a Lu n va y te re B AMOS TEXT OUTPUT t to Result (Default model) ng hi ep Minimum was achieved Chi-square = 40.702 Degrees of freedom = 40 Probability level = 439 Regression Weights: (Group number - Default model) w n lo ad y th yi pl n ua al Estimate -.221 259 323 666 1.000 884 814 934 1.000 867 1.000 978 1.070 1.000 1.132 C.R -6.911 7.627 10.021 9.875 P *** *** *** *** 033 035 030 26.576 23.157 30.925 *** *** *** 048 18.011 *** 058 047 16.954 22.963 *** *** 14.726 *** va S.E .032 034 032 067 fu Neg_bar Pos_bar Neg_bar Satisfaction Neg_bar Neg_bar Neg_bar Neg_bar Pos_bar Pos_bar Satisfaction Satisfaction Satisfaction Retention Retention Label n < < < < < < < < < < < < < < < - ju Satisfaction Satisfaction Retention Retention NSB1 NSB2 NSB3 NSB4 PSB1 PSB2 CS3 CS2 CS1 CR2 CR1 077 ll m Estimate -.414 498 688 758 991 905 877 931 1.007 920 875 869 1.003 838 960 z z ht vb k jm om l.c gm a Lu Neg_bar Pos_bar Neg_bar Satisfaction Neg_bar Neg_bar Neg_bar Neg_bar Pos_bar Pos_bar Satisfaction Satisfaction Satisfaction Retention Retention at < < < < < < < < < < < < < < < - nh Satisfaction Satisfaction Retention Retention NSB1 NSB2 NSB3 NSB4 PSB1 PSB2 CS3 CS2 CS1 CR2 CR1 oi Standardized Regression Weights: (Group number - Default model) P *** *** *** *** 057 *** *** *** Label y C.R 9.278 8.794 7.395 6.286 1.904 8.570 8.872 8.002 te re S.E .083 092 017 010 007 015 017 013 n Estimate 766 806 127 065 014 132 153 103 va Neg_bar Pos_bar er12 er13 er1 er2 er3 er4 n Variances: (Group number - Default model) t to ng hi ep Estimate -.012 110 067 068 -.002 072 018 er5 er6 er9 er8 er7 er11 er10 S.E .037 030 008 008 004 011 010 C.R -.314 3.618 8.661 8.738 -.437 6.724 1.874 P 753 *** *** *** 662 *** 061 Label w Factor Score Weights (Group number - Default model) n lo ad Pos_bar Neg_bar Satisfaction Retention CR2 000 008 -.002 141 CS1 -.026 -.049 995 101 CS2 001 001 -.022 -.002 CS3 001 001 -.023 -.002 PSB2 -.103 -.001 000 000 PSB1 1.113 006 -.003 000 NSB4 -.001 099 001 005 NSB3 000 058 000 003 NSB2 000 073 001 004 NSB1 -.005 763 005 039 ju y th yi CMIN CR1 000 034 -.009 622 NPAR 26 66 11 ua RMR 022 000 243 GFI 963 1.000 300 AGFI 939 NFI Delta1 982 1.000 000 RFI rho1 975 IFI Delta2 1.000 1.000 000 pl CMIN 40.702 000 2238.636 n P 439 CMIN/DF 1.018 000 40.702 n va RMR, GFI PGFI 584 ll fu m 160 250 oi Model Default model Saturated model Independence model DF 40 55 al Model Default model Saturated model Independence model LO 90 000 000 2032.562 HI 90 19.987 000 2342.052 NCP 702 000 2183.636 LO 90 000 000 2032.562 HI 90 19.987 000 2342.052 om NCP 702 000 2183.636 NCP n a Lu n va Model Default model Saturated model Independence model l.c PCFI 727 000 000 PNFI 714 000 000 gm PRATIO 727 000 1.000 k jm Parsimony-Adjusted Measures Model Default model Saturated model Independence model ht 000 1.000 1.000 000 vb 000 CFI z Default model Saturated model Independence model TLI rho2 1.000 z Model at nh Baseline Comparisons y Model Default model Saturated model Independence model te re NCP FMIN t to Model Default model Saturated model Independence model ng FMIN 226 000 12.437 F0 004 000 12.131 LO 90 000 000 11.292 HI 90 111 000 13.011 hi ep RMSEA Model Default model Independence model w n LO 90 000 453 HI 90 053 486 PCLOSE 932 000 lo ad AIC RMSEA 010 470 AIC 92.702 132.000 2260.636 BCC 96.416 141.429 2262.208 ju y th Model Default model Saturated model Independence model BIC 175.863 343.101 2295.820 CAIC 201.863 409.101 2306.820 yi al LO 90 511 733 11.720 MECVI 536 786 12.568 n oi m at nh HOELTER 01 282 ll HOELTER 05 247 fu Default model Independence model HI 90 622 733 13.439 va HOELTER Model n ECVI 515 733 12.559 ua Model Default model Saturated model Independence model pl ECVI z z ht vb k jm om l.c gm n a Lu n va y te re