The moderating effect of gender on relationship quality and loyalty toward Internet service providers

被引：150

作者：

Sanchez-Franco, Manuel J. ^{[1
]}

Villarejo Ramos, Angel Francisco ^{[1
]}

Martin Velicia, Felix A. ^{[1
]}

机构：

[1] Univ Seville, Seville, Spain

来源：

INFORMATION & MANAGEMENT | 2009年 / 46卷 / 03期

关键词：

Gender; Relationship quality; Satisfaction; Trust; Commitment; Loyalty; Partial least squares; ELECTRONIC COMMERCE; CONSUMER-TRUST; MODEL; SATISFACTION; COMMITMENT; EXPERIENCES; ANTECEDENTS; CUSTOMERS; ATTITUDES; BEHAVIOR;

D O I：

10.1016/j.im.2009.02.001

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

Relationship quality - based on Commitment-Trust theory - can explain and predict the success of a relationship between an ISP and its customers, measured in terms of loyalty. We proposed a model to express the relationship and included gender as a moderator in the relationship. We then developed a questionnaire to test the model empirically and used a sample in Spain to check its validity and reliability. Analysis provided strong support for our hypotheses that gender exerted a significant moderating role on our model relationships. The influence of trust on commitment and of commitment on loyalty was significantly stronger for females than males, while the effects of satisfaction on commitment and of trust on loyalty were significantly stronger for males. Implications were drawn for practitioners. (C) 2009 Elsevier B.V. All rights reserved.

引用

页码：196 / 202

页数：7

共 50 条

[1] The antecedents of consumers' loyalty toward Internet service providers
Chiou, JS
[J]. INFORMATION & MANAGEMENT, 2004, 41 (06) : 685 - 695
[2] The relationship between service quality, satisfaction, trust, value, commitment and loyalty of Internet service providers' customers
Thaichon, Paramaporn
Thu Nguyen Quach
[J]. JOURNAL OF GLOBAL SCHOLARS OF MARKETING SCIENCE, 2015, 25 (04) : 295 - 313
[3] Internet service providers' service quality and its effect on customer loyalty of different usage patterns
Thu Nguyen Quach
Thaichon, Paramaporn
Jebarajakirthy, Charles
[J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2016, 29 : 104 - 113
[4] SERVICE QUALITY, CUSTOMER SATISFACTION AND LOYALTY: THE MODERATING ROLE OF GENDER
Karatepe, Osman M.
[J]. JOURNAL OF BUSINESS ECONOMICS AND MANAGEMENT, 2011, 12 (02) : 278 - 300
[5] An investigation into service quality–customer loyalty relationship: the moderating influences
Medha Srivastava
Alok Kumar Rai
[J]. DECISION, 2014, 41 (1) : 11 - 31
[6] Understanding the impact of the relationship quality on customer loyalty: the moderating effect of online service recovery
Tseng, Shu-Mei
[J]. INTERNATIONAL JOURNAL OF QUALITY AND SERVICE SCIENCES, 2021, 13 (02) : 300 - 320
[7] Experiential Value, Relationship Quality, and Customer Loyalty in Full-Service Restaurants: The Moderating Role of Gender
Jin, Naehyun
Line, Nathaniel D.
Goh, Ben
[J]. JOURNAL OF HOSPITALITY MARKETING & MANAGEMENT, 2013, 22 (07) : 679 - 700
[8] Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender
Pamela Liana
Jan-Erik Jaensson
Goodluck Mmari
[J]. Future Business Journal, 9
[9] Service quality dimensions as predictors of customer loyalty in mobile payment services: moderating effect of gender
Liana, Pamela
Jaensson, Jan-Erik
Mmari, Goodluck
[J]. FUTURE BUSINESS JOURNAL, 2023, 9 (01)
[10] SERVICE QUALITY, RELATIONSHIP QUALITY, AND CUSTOMER LOYALTY IN TAIWANESE INTERNET BANKS
Lee, Gin-Yuan
Chu, Po-Young
Chao, Yu
[J]. SOCIAL BEHAVIOR AND PERSONALITY, 2011, 39 (08): : 1127 - 1139

← 1 2 3 4 5 →