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dc.contributor.authorThaichon, Paramaporn
dc.contributor.authorThu, Nguyen Quach
dc.date.accessioned2018-05-20T23:58:00Z
dc.date.available2018-05-20T23:58:00Z
dc.date.issued2015
dc.identifier.issn2163-9159
dc.identifier.doi10.1080/21639159.2015.1073419
dc.identifier.urihttp://hdl.handle.net/10072/172532
dc.description.abstractThis study aims to understand the relationship between cognitive (i.e. service quality) and affective (i.e. customer satisfaction, value, trust and commitment) evaluation of Internet service providers' (ISPs) customers. It also investigates the relationship between the affective evaluation and customer loyalty outcomes (i.e. attitudinal and behavioral loyalty). The study considers the overall impact of service quality on customer loyalty in home Internet services. It was found that service quality positively influenced customers' affective and cognitive evaluations, including satisfaction, trust, commitment, and value. In addition, satisfaction and commitment were determinants of both attitudinal and behavioral loyalty. Surprisingly, the effects of customers' trust on behavioral loyalty were not confirmed. Similarly, value did not have any significant effect on customer loyalty. By providing valuable insights into consumer retention and loyalty, the proposed research develops an understanding of consumer's purchasing behavior in home Internet services, and creates an effective model aimed at customer retention. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies.
dc.description.peerreviewedYes
dc.languageKorean
dc.language.isokor
dc.publisherRoutledge
dc.relation.ispartofpagefrom295
dc.relation.ispartofpageto313
dc.relation.ispartofissue4
dc.relation.ispartofjournalJournal of Global Scholars of Marketing Science
dc.relation.ispartofvolume25
dc.subject.fieldofresearchMarketing management (incl. strategy and customer relations)
dc.subject.fieldofresearchcode350605
dc.titleThe relationship between service quality, satisfaction, trust, value, commitment and loyalty of Internet service providers' customers
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.hasfulltextNo Full Text
gro.griffith.authorThaichon, Sara Q.


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