Table 4 Three separate regression analyses to test the hypotheses
From: Consumer evaluation of complaint handling in the Dutch health insurance market
| Dependent variables | |||||||||
|---|---|---|---|---|---|---|---|---|---|
|
Complaint satisfaction (n = 126) |
Overall satisfaction with company (n = 124) |
Trust in company (n = 127) | |||||||
| B | b | p -value | B | b | p -value | b | B | p -value | |
| Independent variables | |||||||||
| Functional quality | 0.28 | 0.39 | < .001 | 0.53 | 0.5 | < 0.001 | 0.52 | 0.52 | < 0.001 |
| Technical quality | 0.69 | 0.58 | < .001 | 0.06 | 0.04 | 0.468 | 0.13 | 0.21 | 0.011 |
| Total variance (R2) explained | R2 = 76% p < 0.001 | R2 = 32% p < 0.001 | R2 = 43% p < 0.001 | ||||||