The Impact of Brand Personality and Customer Satisfaction on Customer's Loyalty: Theoretical Approach and Findings of a Causal Analytical Study in the Sector of Internet Service Providers

2003 ◽  
Vol 13 (4) ◽  
pp. 294-308 ◽  
Author(s):  
Stephanie Magin ◽  
René Algesheimer ◽  
Frank Huber ◽  
Andreas Herrmann
Keyword(s):  
Customer Satisfaction ◽  
Theoretical Approach ◽  
Analytical Study ◽  
Service Providers ◽  
Brand Personality ◽  
Internet Service Providers ◽  
Internet Service ◽  
Customer's Loyalty ◽  
The Impact

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

Corporate image no longer leads to customer satisfaction and loyalty: a Malaysian perspective

2018 ◽  
Vol 60 (4) ◽  
pp. 934-952 ◽  
Author(s):  
Krishna Moorthy ◽  
Loh Chun T’ing ◽  
Seow Ai Na ◽  
Chew Tze Ching ◽  
Lee Yuin Loong ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Perceived Quality ◽  
Corporate Image ◽  
The Internet ◽  
Internet Service Providers ◽  
Price Fairness ◽  
Internet Service ◽  
Content Type

Purpose This paper aims to study the factors that influence customer loyalty toward the internet service providers in Malaysia. The five factors used are corporate image, perceived quality, perceived value, price fairness and promotion. The mediating variable of this study is customer satisfaction, while customer loyalty is the study variable. Design/methodology/approach The primary data collection has been done by distributing survey questionnaires to 338 internet users in Malaysia. The data collected have been analyzed with SAS software. Findings The results showed that perceived quality has the strongest influence on customer satisfaction toward internet service providers in Malaysia. However, corporate image has no relationship with customer satisfaction toward internet service providers in Malaysia. Furthermore, customer satisfaction has a significant and positive relationship to customer loyalty toward the internet service providers in Malaysia. Originality/value European Customer Satisfaction Index has been adopted and combined with price fairness and promotion as a new research model that other researchers may look into it further. This research may also serve as a guide to internet service providers as they may learn about the underlying factors that affect the satisfaction and loyalty of customers and which factor has the strongest impact.

Analysis of Competition Fronting the Popularity of Content in Social Networks

2017 ◽  
Vol 6 (3) ◽  
pp. 189
Author(s):  
Hamid Garmani ◽  
Mohamed El Amrani ◽  
Mohamed Baslam ◽  
Rachid El Ayachi
Keyword(s):  
Detailed Analysis ◽  
Service Providers ◽  
Price Of Anarchy ◽  
Numerical Study ◽  
Internet Service Providers ◽  
Pure Nash Equilibrium ◽  
Decision Strategies ◽  
Internet Service ◽  
Economic Relationship ◽  
The Impact

<p>In the telecommunications domain they are several providers, but customers seeking those that there are good services. In this paper, a study is seeking on two types of providers: content providers CPs and Internet Service Providers ISPs. In this study, we analyzed the impact of Selfishness of Content Providers and Internet Service Providers on their strategies of Price and QoS on their decision strategies. Yet, we formulate our problem as a non-cooperative game among multiple CPs, multiple ISPs competing for the same market. We prove through a detailed analysis uniqueness of pure Nash Equilibrium (NE). Furthermore, a fully distributed algorithm to converge to the NE point is presented. In order to quantify how efficient is the NE point, a detailed analysis of the Price of Anarchy (PoA) is adopted to ensure the performance of the system at equilibrium. Finally, we provide an extensive numerical study to point out the importance of QoS and credibility in the market and the in-fluence of the existing economic relationship between content providers and Internet service providers.</p>

scholarly journals Analyzing the Dynamic Data Sponsoring in the Case of Competing Internet Service Providers and Content Providers

2021 ◽  
Vol 2021 ◽  
pp. 1-16
Author(s):  
Mohamed El Amrani ◽  
Hamid Garmani ◽  
Driss Ait Omar ◽  
Mohamed Baslam ◽  
Brahim Minaoui
Keyword(s):  
Nash Equilibrium ◽  
Service Providers ◽  
Noncooperative Game ◽  
The Internet ◽  
Internet Service Providers ◽  
Internet Service ◽  
Best Response ◽  
Telecommunications Market ◽  
The Impact ◽  
Best Response Dynamic

With a sponsored content plan on the Internet market, a content provider (CP) negotiates with the Internet service providers (ISPs) on behalf of the end-users to remove the network subscription fees. In this work, we have studied the impact of data sponsoring plans on the decision-making strategies of the ISPs and the CPs in the telecommunications market. We develop game-theoretic models to study the interaction between providers (CPs and ISPs), where the CPs sponsor content. We formulate the interactions between the ISPs and between the CPs as a noncooperative game. We have shown the existence and uniqueness of the Nash equilibrium. We used the best response dynamic algorithm for learning the Nash equilibrium. Finally, extensive simulations show the convergence of a proposed schema to the Nash equilibrium and show the effect of the sponsoring content on providers’ policies.

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