4.2.7 Structural model
Five constructs (satisfaction, customer knowledge and belief about the CRM
program, customers’ attitude toward the firm, customers’ willingness to engage in a
relationship, and relationship share), and seventeen measured variables were used for
model testing. Since the normalized estimate of multivariate kurtosis was found to be
91.55 in the proposed model, which exceeded the recommended cutoff point of 3, Robust
Maximum Likelihood (ML) estimation method, as suggested by Schumacker and Lomax
(2004), was used for model testing.
Research by Bentler (1990) has shown that the significance of the path coefficient
in the model provides support for hypothesized relationships. In an SEM theorized
model, the proposed/base model, should be compared with the alternative model using