International Journal of Interdisciplinary Research
Table 4 Direct effect, indirect effect and total effect analysis
Dependent variable | Independent variable | |||||
|---|---|---|---|---|---|---|
Dissatisfaction with material services | Dissatisfaction with human response services | Dissatisfaction with hairstyling services | No action | Private complaint behavior | Public complaint behavior | |
No action | ||||||
 Direct effect | 0.208*** | − 0.208*** | − 0.094* | – | – | – |
 Indirect effect | – | – | – | |||
 Total effect | 0.208 | − 0.208 | − 0.094 | |||
Private complaint behavior | ||||||
 Direct effect | – | 0.294*** | 0.180*** | – | – | – |
 Direct effect | – | – | ||||
 Total effect | 0.294 | 0.180 | ||||
Public complaint behavior | ||||||
 Direct effect | 0.249*** | 0.243** | − 0.087** | – | – | – |
 Indirect effect | – | – | – | |||
 Total effect | 0.249 | 0.243 | -0.087 | |||
Revisiting intentions | ||||||
 Direct effect | – | − 0.243*** | − 0.147*** | 0.098* | − 0.347*** | 0.214*** |
 Indirect effect | 0.074** | − 0.070** | − 0.090** | – | – | – |
 Total effect | 0.074 | − 0.312 | − 0.237 | 0.098 | − 0.347 | 0.214 |