Internet service providers' service quality and its effect on customer loyalty of different usage patterns

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Internet service providers' service quality and its effect on customer loyalty of different usage patterns

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作者：Thu Nguyen Quach^a ; ^{Squach@swin.edu.au" class="auth_mail" title="E-mail the corresponding author}Author Vitae ; Paramaporn Thaichon^b ; ^{park.thaichon@spjain.edu.au" class="auth_mail" title="E-mail the corresponding author}Author Vitae ; Charles Jebarajakirthy^a ; ^{CJebarajakirthy@swin.edu.au" class="auth_mail" title="E-mail the corresponding author}Author Vitae
关键词：Internet usage pattern ; Attitudinal loyalty ; Behavioural intentions ; Services quality ; Internet service provider (ISP) ; High-tech services
刊名：Journal of Retailing and Consumer Services
出版年：2016
出版时间：March 2016
年：2016
卷：29
期：Complete
页码：104-113
全文大小：471 K

文摘

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Investigating the ISP’s service quality, and their effects on customer loyalty.

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Data was obtained from 1231 internet users.

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Performing bias corrected bootstrap and SEM with multigroup invariance testing.

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Network quality, information quality, and security can influence customers’ loyalty.

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Service quality effects on loyalty varied across various usage groups of customers.

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