The Effect of Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan

The market of Internet service providers (ISPs) is highly competitive. Although many different pricing schemes could be deployed in this market, two types are mainly offered: flat rate pricing and per-minute pricing. These pricing schemes are criticised for limiting ISPs’ revenues and for not addressing customer’s requirements on service quality. We focus on the ISPs’ business relationships and on their pricing strategies in order to analyse revenue sharing mechanisms. We argue that the introduction of incentive pricing schemes, such as dynamic pricing, may enable provision of service quality by improving revenue sharing among ISPs.

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The relationship between service quality, satisfaction, trust, value, commitment and loyalty of Internet service providers' customers

Journal of Global Scholars of Marketing Science ◽

10.1080/21639159.2015.1073419 ◽

2015 ◽

Vol 25 (4) ◽

pp. 295-313 ◽

Cited By ~ 19

Author(s):

Paramaporn Thaichon ◽

Thu Nguyen Quach

Keyword(s):

Service Quality ◽

Service Providers ◽

Internet Service Providers ◽

Internet Service ◽

Trust Value ◽

The Relationship

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

International Journal of Innovative Technology and Exploring Engineering - Special Issue ◽

10.35940/ijitee.f3755.049620 ◽

2020 ◽

Vol 9 (4) ◽

pp. 1515-1524

Keyword(s):

Customer Satisfaction ◽

Service Quality ◽

Customer Loyalty ◽

Service Providers ◽

Level Of Service ◽

Clear Understanding ◽

Internet Service ◽

Quality Dimensions ◽

Service Quality Dimensions ◽

Degree Level

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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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, 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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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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A comparison of adoption and service quality between large and small broadband internet service providers in Thailand

Management Science Letters ◽

10.5267/j.msl.2021.4.008 ◽

2021 ◽

Vol 11 (8) ◽

pp. 2211-2224

Author(s):

Kanokkarn Snae Namahoot ◽

Viphasiri Jantasri

Keyword(s):

Service Quality ◽

Service Providers ◽

Ease Of Use ◽

Perceived Usefulness ◽

Equation Modeling ◽

Intention To Use ◽

Internet Service Providers ◽

Perceived Ease Of Use ◽

Internet Service ◽

Broadband Internet

This research aims to compare the influence of service quality on intention to use broadband internet through attitudes and technology acceptance, as mediator variables between large and small broadband internet service providers (ISPs) in Thailand. A comprehensive review of the literature has modified the development of this behavioral model that explains intention to use of broadband internet. A data set from two groups: large and small broadband ISPs, nationwide survey was conducted in Thailand (n = 928 consumers). The theoretical model was tested using structural equation modeling. The findings show that integrated models have good explanatory power (78.3 percent) to predict customer’s intention to use broadband internet. The results of this study are as follows. Firstly, service quality: tangible, reliability, responsiveness, assurance and empathy, supports second-order factor analysis. Service quality has an influence on attitude, perceived usefulness, perceived ease of use, and intention to use broadband internet both two types of service providers. Secondly, perceived usefulness has a significant effect on attitude, and intention to use only in small companies. Thirdly, attitude, perceived usefulness, and perceived ease of use as mediator variables have a positive effect between service quality and intention to use broadband internet. This study proposes customer acceptance on broadband internet using a modified TAM.to reveal the impact of service quality on intention to use. The results of this study can be replicated and extended to ASEAN countries. The conclusions and implications for management provide alternatives for companies to increase the number of internet users in order to improve overall quality of life.

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

International Journal of Law and Management ◽

10.1108/ijlma-04-2017-0082 ◽

2018 ◽

Vol 60 (4) ◽

pp. 934-952 ◽

Cited By ~ 1

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.

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Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach

SAGE Open ◽

10.1177/21582440211067232 ◽

2021 ◽

Vol 11 (4) ◽

pp. 215824402110672

Author(s):

Asif Mahmood ◽

Shazia Manzoor

Keyword(s):

Service Quality ◽

Service Providers ◽

Integral Transformation ◽

Rank Order ◽

Quality Attributes ◽

Primary Concern ◽

Internet Service Providers ◽

Internet Service ◽

Operational Strategies ◽

Order Preference

Internet service providing industry is considered a mainstay for all types of organizations all over the world. In order to be competitive, internet service providers (ISPs) need to realize that all service quality attributes do not carry the same value in customers’ eyes. Therefore, the present study proposes a rationally appealing methodological framework for prioritizing attributes of the SERVQUAL model without restricting them to their dimensions. The responses on 22 attributes of service quality collected from 401 internet users were processed through a triangulation approach comprising three ranking methods: Relative to an Identified Distribution Integral Transformation (RIDIT), Grey Relational Analysis (GRA), and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). A correlational study of these results was also computed using Spearman’s rank-order correlation coefficient, which proved positive. The consistent outcomes reveal a definite set of users’ priorities for the quality attributes of internet services, and it denies the general thought that the rate of internet service providers is the primary concern of customers. The findings uniquely contribute by highlighting important facets of service quality from customers’ viewpoint. The study would benefit ISPs to empathize customers’ needs corresponding to essential attributes. In this way, they would be able to rationalize the budget for top-ranked features, and redesign operational strategies accordingly.

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