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

被引：46

作者：

Thu Nguyen Quach ^{[1
]}

Thaichon, Paramaporn ^{[2
]}

Jebarajakirthy, Charles ^{[1
]}

机构：

[1] Swinburne Univ Technol, Hawthorn, Vic 3122, Australia

[2] SP Jain Sch Global Management, 5 Figtree Dr,Sydney Olymp Pk, Sydney, NSW 2127, Australia

来源：

JOURNAL OF RETAILING AND CONSUMER SERVICES | 2016年 / 29卷

关键词：

Internet usage pattern; Attitudinal loyalty; Behavioural intentions; Services quality; Internet service provider (ISP); High-tech services; ATTITUDINAL LOYALTY; SATISFACTION; CONSEQUENCES; DETERMINANTS; ANTECEDENTS; INTENTIONS; DIMENSIONS; IMPACT; MODEL; MULTICHANNEL;

D O I：

10.1016/j.jretconser.2015.11.012

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This study attempts to investigate the dimensions of an ISP's service quality, and their effects on customer loyalty in high-tech services. Data was obtained from 1231 internet users. The analyses include segmenting ISPs' customers on the basis of their usage pattern and evaluating their perceptions of Internet service quality dimensions. Through the use of structural equation modelling and bias correct bootstrapping techniques, the study confirms that service quality dimensions can influence both attitudinal and behavioural loyalty. These effects, however, are different across different groups of ISP customers. The contribution of the present paper stems from the modelling of mediation effects and the incorporation of Internet usage that can help better explain the impact of service quality dimensions on customers' loyalty in high-tech service settings. (C) 2015 Elsevier Ltd. All rights reserved.

引用

页码：104 / 113

页数：10

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