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  • The Moderating Role of Age in Customer Loyalty Formation Process

    Author(s)
    Thaichon, P
    Lobo, A
    Quach, TN
    Griffith University Author(s)
    Thaichon, Park
    Thaichon, Sara Q.
    Year published
    2016
    Metadata
    Show full item record
    Abstract
    This study attempts to investigate the effects of an Internet service provider's network quality and customer service on their customers' satisfaction, commitment, behavioral loyalty, and attitudinal loyalty, as well as the moderating effect of age. Data obtained from 1,989 Internet users was analyzed using statistical techniques including bias corrected bootstrap and structural equation modeling with multiple group analysis. The findings confirm that satisfaction mediated the relationship between network quality and customer service, and customer commitment. It is also revealed that the influence of satisfaction and commitment ...
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    This study attempts to investigate the effects of an Internet service provider's network quality and customer service on their customers' satisfaction, commitment, behavioral loyalty, and attitudinal loyalty, as well as the moderating effect of age. Data obtained from 1,989 Internet users was analyzed using statistical techniques including bias corrected bootstrap and structural equation modeling with multiple group analysis. The findings confirm that satisfaction mediated the relationship between network quality and customer service, and customer commitment. It is also revealed that the influence of satisfaction and commitment on behavioral and attitudinal loyalty varied across different groups of customers characterized by their age.
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    Journal Title
    Services Marketing Quarterly
    Volume
    37
    Issue
    1
    DOI
    https://doi.org/10.1080/15332969.2015.1112184
    Subject
    Commercial services
    Marketing
    Marketing not elsewhere classified
    Publication URI
    http://hdl.handle.net/10072/172523
    Collection
    • Journal articles

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