Path

Hypothesis

Standardized estimates parameter

T-value

P

Complexity → Procedural switching cost

H1a

0.654

3.346

^***

Complexity → Lost benefits cost

H1b

0.600

3.317

^***

Complexity → Social switching cost

H1c

0.282

3.221

0.001

Upgradability → Procedural switching cost

H2a

0.317

4.229

^***

Upgradability → Lost benefits cost

H2b

0.145

2.098

0.036

Upgradability → Social switching cost

H2c

0.291

2.207

0.027

Investment → Procedural switching cost

H3a

0.008

0.190

0.849

Investment → Lost benefits cost

H3b

0.205

3.554

^***

Investment → Social switching cost

H3c

0.243

2.794

0.005

Experience → Procedural switching cost

H4a

−0.304

−2.911

0.004

Experience → Lost benefits cost

H4b

−0.223

−2.477

0.013

Experience → Social switching cost

H4c

−0.633

−3.043

0.002

Procedural switching cost → Retention

H5

0.260

2.254

0.029

Lost benefits cost → Retention

H6

0.882

4.482

^***

Social switching cost → Retention

H7

0.185

2.076

0.038