Table 6 Hypothesis testing results.

H1a

Ability to understand—> Willingness to switch

2.393

0.354***

0.046

Yes

Ability to understand—> Perceived shopping enjoyment—> Willingness to switch

0.112***

0.020

H1b

Ability to understand—> Perceived shopping enjoyment

2.198

0.314***

0.044

Yes

H2a

Synchronicity—> Willingness to switch

1.793

0.012

0.036

No

Synchronicity—> Perceived shopping enjoyment—> Willingness to switch

0.037**

0.014

H2b

Synchronicity—> Perceived shopping enjoyment

1.776

0.105**

0.038

Yes

H3a

Perceived humanness—> Willingness to switch

1.546

 − 0.010

0.033

No

Perceived humanness—> Perceived shopping enjoyment—> Willingness to switch

0.067***

0.015

H3b

Perceived humanness—> Perceived shopping enjoyment

1.458

0.187***

0.036

Yes

H4a

Problem resolution—> Willingness to switch

2.352

0.155***

0.041

Yes

Problem resolution—> Perceived shopping enjoyment—> Willingness to switch

0.116***

0.025

H4b

Problem resolution—> Perceived shopping enjoyment

2.077

0.325***

0.045

Yes

H5

Perceived shopping enjoyment—> Willingness to switch

2.600

0.357***

0.049

Yes

H6a

Active control*Ability to understand—> Willingness to switch

1.533

0.051*

0.020

Yes

H6b

Active control *Problem resolution—> Willingness to switch

1.398

0.025

0.020

No