Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider

2008 ◽  
Vol 12 (2) ◽  
pp. 207-217 ◽  
Author(s):  
Yogesh K. Dwivedi ◽  
Anastasia Papazafeiropoulou ◽  
Willem-Paul Brinkman ◽  
Banita Lal
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Internet Service Provider ◽  
Behavioural Intention ◽  
Internet Service ◽  
Intention To Change

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

The Effect of Service Quality on Customers’ Intention: A Case of Internet Service Provider in Malaysia

2019 ◽  
Vol 16 (11) ◽  
pp. 4706-4713
Author(s):  
Nopadol Burananuth ◽  
Panyarat Panthong ◽  
Sumalee Mephong
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Service Provider ◽  
General Public ◽  
Design Methodology ◽  
Internet Service Provider ◽  
Primary Data ◽  
Internet Service ◽  
Internet Users ◽  
The Relationship

Purpose—This study attempts to find the effect of service quality on internet service provider customers’ behavior. This study used primary data to examine the relationship between the service quality and the customers’ intention. Design/Methodology/Approach—The data in this research was collected from general public of Malaysia through survey based questionnaire. The data was analyzed using the PLS-SEM. The chosen population for conducting this research is internet users with the sample size of 305 respondents.

scholarly journals Service quality role on customer’s loyalty of Indonesia internet service provider during Covid-19

2020 ◽  
Vol 13 (2) ◽  
pp. 167
Author(s):  
Indira Rachmawati
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Information Quality ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
Internet Service ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Network Quality

<p>The present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to the action ofinternet service providers. This study examined whether customer loyalty of Indonesia service provider was related to service quality dimensions (namely network quality, customer service, information quality, security, and privacy) by providing empirical evidence of the relationship among there variables. Customer loyaltywas reflected by the indicators of loyalty to intention, loyalty to action, and willingness to recommend to others. This is to fill the research gap generated by the fact that many previous studies have only studied up to the intention phase and/or have jumped to the action phase without looking at the intention phase.  A quantitative approach through a questionnaire survey was conducted in primary data collection.Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The findings and results show: Firstly, network quality directly influences attitudinal loyalty. Secondly, customer service directly influences attitudinal loyalty. Thirdly, information quality directly influences attitudinal loyalty. Fourthly, securityand privacynot only directly influence attitudinal loyalty but also influence behavioral loyalty. Finally, attitudinal loyalty directly influences behavioral loyalty. The contribution to academicians interested in the same research topic was the conceptual model. It contributed to the understanding of the cognition-to action loyalty phase framework, also known as the four-stage loyalty phase framework.</p>

Charity Sport Event Sponsorship as Value Creation Strategy: An Event Participant Perspective

2021 ◽  
pp. 1-14
Author(s):  
David Fechner ◽  
Kevin Filo ◽  
Sacha Reid ◽  
Robyn Cameron
Keyword(s):  
Multiple Sclerosis ◽  
Value Creation ◽  
Service Provider ◽  
Internet Service Provider ◽  
Sport Event ◽  
Internet Service ◽  
Creation Process ◽  
Semistructured Interviews ◽  
Sport Events ◽  
Value Creation Process

Sponsoring charity sport events (CSEs) represents an opportunity for businesses to achieve a variety of marketing objectives. Event sponsors need to promote their brand in an authentic manner because CSE participants may be skeptical of the sponsor if they believe the organization is supporting the event solely for commercial purposes. The current research examines the perceptions that CSE participants have for a sponsor’s contribution to the value creation process of the event. Semistructured interviews (N = 17) were conducted with MS (multiple sclerosis) Moonlight Walk 2018 participants to explore how this key stakeholder perceives the contribution of the sponsor (Harbour ISP [Internet service provider]) in the event experience. Five themes were uncovered: raising CSE awareness, cultivating a fundraising network, engaging authentically, celebrating constituents, and providing operational support. Building on the findings of this research, CSE managers and sponsors should work to share the story behind their partnership while integrating event participants in the development of the sponsorship program.

Sign in / Sign up

Export Citation Format

Share Document