The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

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Service Quality, Customer Satisfaction and Loyalty in an Internet Service Providers

International Journal of Business and Management ◽

10.5539/ijbm.v13n8p108 ◽

2018 ◽

Vol 13 (8) ◽

pp. 108

Author(s):

Jamal M. M. Joudeh ◽

Ala’ O. Dandis

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Providers ◽

Positive Influence ◽

Mediating Effect ◽

Level Of Service ◽

Internet Service ◽

Quality Awareness ◽

Customer Satisfaction And Loyalty

The current study aimed at examining the influence of service quality (internet service quality) on customer loyalty through the mediating effect of customer satisfaction. Through employing the questionnaire on a convenient sample of (860) consumer from different malls and commercial complexes in Amman – Jordan; the results indicated that internet service quality has a positive influence on customer satisfaction which in its turn can influence the level of customer loyalty. The study also reached to the results that good and well-built service quality may lead to customer satisfaction which in its turn can lead to a better level of customer loyalty. Consumer loyalty includes highlights or attributes that can fulfill the desires or needs of a client, it is a post utilization encounter which contrasts apparent quality and expected quality, in this way a similar conduct between inputs previously and after utilization. The study recommended to enhance the level of service quality awareness is the best approach to customer satisfaction. Aware employees tend to pay more attention to the idea of service quality which can lead to a better customer loyalty.

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The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

TRANSNATIONAL MARKETING JOURNAL ◽

10.33182/tmj.v8i1.846 ◽

2020 ◽

Vol 8 (1) ◽

pp. 75-94

Author(s):

Emad Yusuf Masoud

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Mobile Phone ◽

Service Providers ◽

Mobile Service ◽

Behavioural Difference ◽

Mobile Industry ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

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Service Quality Dimensions Within Technology-Based Banking Services

Strategic Adoption of Technological Innovations ◽

10.4018/978-1-4666-2782-6.ch014 ◽

2013 ◽

pp. 198-248

Author(s):

Sharaf Alkibsi ◽

Mary Lind

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Behavioral Intentions ◽

Clear Understanding ◽

Labor Costs ◽

Banking Services ◽

Customer Perceptions ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Self Service

Technology-based banking services (TBBS) are quickly expanding and provide cost reductions per transaction, given increasing labor costs. However, TBBS can be very costly if not introduced correctly. It is critical to have a clear understanding regarding how to best implement, manage, and promote TBBS for success. The purpose of this quantitative correlational descriptive research study is to determine if a set of technology-based banking service quality dimensions have an association with customer satisfaction and behavioral intentions toward TBBS in Yemen. Findings revealed evidence that seven service quality dimensions—functionality, enjoyment, security, assurance, design, convenience, and customization—suggested by Lin and Hsieh (2006) were significantly associated with customer satisfaction and behavioral intentions toward TBBS in Yemen. The findings contain descriptive and inferential statistical analysis to describe service quality dimensions and predict customer perceptions of TBBS. The study includes a recommendation that bank leaders focus on service enjoyment and customization to enhance customers’ experience using TBBS. Additional research venues are discussed to improve self-service technologies within the banking industry in Yemen.

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Service Quality and Customer Loyalty

International Journal of Online Marketing ◽

10.4018/ijom.2013040101 ◽

2013 ◽

Vol 3 (2) ◽

pp. 1-19

Author(s):

Albert Chong Yan Vun ◽

Amran Harun ◽

Jaratin Lily ◽

Charlie Albert Lasuin

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Mediating Effect ◽

Hierarchical Regression ◽

Future Research ◽

Study Results ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Survey Strategy

The study of e-consumer behavior is getting more attention in e-commerce related literature. Acknowledging the importance of e-commerce, this study aims to investigate the influence of e-service quality dimensions (efficiency, requirement fulfilment, accessibility, privacy and responsiveness) on customer satisfaction and customer loyalty as well as to understand the mediating effect of customer satisfaction on e-service quality and customer loyalty. The study employed survey strategy using a self-administered questionnaire with professionals working in different industries and business settings located in Sabah, Malaysia. Study results indicated that out of five e- service quality dimensions, efficiency, accessibility, privacy and responsiveness are positively affecting customer satisfaction but in contrast accessibility had insignificant impact on customer satisfaction. Meanwhile, efficiency, accessibility and responsiveness were found to have a positive and significant relationship with customer loyalty. The findings of hierarchical regression indicated that customer satisfaction partially mediated the effects of efficiency, privacy and responsiveness on customer loyalty. Based on these findings, the study implications and suggestions regarding future research are discussed.

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Exploring the relationship between service quality and customer satisfaction in postal financial services

Risk Governance and Control Financial Markets & Institutions ◽

10.22495/rgcv5i3c2art4 ◽

2015 ◽

Vol 5 (3) ◽

pp. 186-193

Author(s):

Steven Kayambazinthu Msosa ◽

Jeevarathnam P. Govender

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Financial Services ◽

Service Providers ◽

Postal Service ◽

Cross Sectional ◽

The Public ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

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PENGARUH KUALITAS LAYANAN TERHADAP LOYALITAS PELANGGAN DENGAN KEPUASAN PELANGGAN SEBAGAI VARIABEL INTERVENING PADA JASA TRANSPORTASI OJEK ONLINE (Studi Kasus Pada Konsumen Gojek Malang)

Adbis: Jurnal Administrasi dan Bisnis ◽

10.33795/j-adbis.v12i1.41 ◽

2018 ◽

Vol 12 (1) ◽

pp. 54

Author(s):

Dwi Danesty Deccasari

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Sampling Method ◽

Sampling Technique ◽

Five Dimensions ◽

Transportation Service ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Improve Service Quality

The purpose of this research is to analyze the extent of Customer Satisfaction variables are able to improve Service Quality significantly to Customer Loyalty to consumers in Malang. The population in this study are customers who have used online transportation service Gojek in Malang. The sampling technique used in the research is using non probabilitysampling method with sampling method that used is accidental sampling. From the result of path analysis in the above table, it can be concluded that the influence of the service quality on customer satisfaction (Y1) of 79.5%. This means that from the five dimensions of service quality, dimensions that further affect customer satisfaction is the dimension of reliability, responsiveness, and empathy.Based on the result of determination test (R²) = 0,722 known that variable of service quality and customer satisfaction variable able to contribute 72.2% to customer loyalty.

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The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

Journal of Retailing and Consumer Services ◽

10.1016/j.jretconser.2014.06.006 ◽

2014 ◽

Vol 21 (6) ◽

pp. 1047-1058 ◽

Cited By ~ 44

Author(s):

Paramaporn Thaichon ◽

Antonio Lobo ◽

Catherine Prentice ◽

Thu Nguyen Quach

Keyword(s):

Service Quality ◽

Service Providers ◽

Internet Service Providers ◽

Internet Service ◽

Usage Patterns ◽

Quality Dimensions ◽

Service Quality Dimensions

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Service Quality Dimensions Within Technology-Based Banking Services

International Journal of Strategic Information Technology and Applications ◽

10.4018/jsita.2011070104 ◽

2011 ◽

Vol 2 (3) ◽

pp. 36-83 ◽

Cited By ~ 1

Author(s):

Sharaf Alkibsi ◽

Mary Lind

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Behavioral Intentions ◽

Clear Understanding ◽

Labor Costs ◽

Banking Services ◽

Customer Perceptions ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Self Service

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The effect of supermarket service quality dimensions and customer satisfaction on customer loyalty and disloyalty dimensions

International Journal of Quality and Service Sciences ◽

10.1108/ijqss-10-2019-0114 ◽

2020 ◽

Vol 12 (3) ◽

pp. 297-318 ◽

Cited By ~ 1

Author(s):

Neale Slack ◽

Gurmeet Singh ◽

Shavneet Sharma

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Word Of Mouth ◽

Price Sensitivity ◽

Repurchase Intention ◽

Content Type ◽

Service Employees ◽

Quality Dimensions ◽

Service Quality Dimensions

Purpose This paper aims to examine the effect of service quality dimensions and customer satisfaction on customer repurchase intention, word-of-mouth, complaining behaviour and price sensitivity, as well as the effect of service quality dimensions on customer satisfaction. Design/methodology/approach A public intercept survey collected data from 480 supermarket customers. Statistical package for the social sciences was used to provide descriptive and inferential analysis. Findings Results reveal the predominance and magnitude of effect of empathy positively on customer satisfaction, customer repurchase intention and word-of-mouth, and negatively on customer complaining behaviour and price sensitivity. Customer satisfaction also significantly affects these customer loyalty and disloyalty dimensions. Research limitations/implications This research was conducted in the supermarket sector of only one country. Practical implications Insights have been provided to increase customer satisfaction and customer loyalty outcomes, and negate customer disloyalty outcomes, in the supermarket sector. Originality/value This study provides suggestions to supermarket executives regarding the significance of empathetic, customer-oriented behaviour by front-line supermarket service employees.

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Quality and image: The role of satisfaction and trust as intervening variables on loyalty of customer’s internet service providers

Jurnal Manajemen dan Pemasaran Jasa ◽

10.25105/jmpj.v14i2.9358 ◽

2021 ◽

Vol 14 (2) ◽

pp. 282

Author(s):

Teuku Meldi Kesuma ◽

Mukhlis Yunus ◽

M. Ridha Siregar ◽

Abdul Muzammil

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Structural Equation ◽

Service Providers ◽

Corporate Image ◽

Equation Modeling ◽

Internet Service ◽

Customer Trust

Many factors can affect customer loyalty that some of them are service quality and corporate image. There are two objectives of this study. First, this study explains service quality and corporate image effects as antecedents for customer satisfaction, trust, and loyalty. Second, this study investigates the role of customer satisfaction and trust in mediating the service quality and corporate image effects on customer loyalty in the context of ISP customers. By using the purposive sampling technique, this study researched 270 ISP customers. The sample of data was statistically analyzed with the Structural Equation Modeling (SEM) and the Confirmatory Factor Analysis (CFA). This study confirmed that customer satisfaction, customer trust, and loyalty were directly affected by service quality and corporate image. Customer satisfaction and customer trust influenced customer loyalty significantly. The role of customer satisfaction and customer trust indirectly in mediating service quality and corporate image effects on customer loyalty was also confirmed by partial mediation. This study concludes by arguing that it needs to pay attention to service quality and the company’s good name levels to maintain customer loyalty.

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