Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

Structural Model Test
The results of the structural model tested are illustrated in Table 2. Using the structural equation modeling 
(SEM), the predicted relationships among exogenous and endogenous constructs were tested. The overall fit of the 
model to the data was satisfactory: 
χ
2
= 453.554, 
df
= 260, GFI = 0.946; AGFI = 0.910; RMSEA = 0.038; CFI = 
0.979. As was expected, all structural path estimates with the exception of the linkage between satisfaction and 
commitment were significant. The signs of all structural paths were also consistent with the hypothesized 
relationships among the latent constructs. Moreover, the model accounted for a substantial proportion of the 
variance (R
2
) in four endogenous variables: 79.9% of variance in satisfaction with service recovery, 62.4% of the 
variance in trust, 58.7% in commitment, and 73.0% in loyalty.