Figure 1
From: Consumer evaluation of complaint handling in the Dutch health insurance market
Conceptual model. Besides the hypothesized direct effect of service quality dimensions on consumer satisfaction evaluations and trust (H1 and H2), we hypothesize that there are relative effects of service quality dimensions on consumer satisfaction evaluations and trust (H3 and H4). These effects are highlighted in bold and indicate the service quality dimension that better predicts complaint satisfaction, satisfaction overall with company or trust in the company.