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

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  • Paramaporn Thaichon
  • Thu Nguyen Quach

Abstract

This 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.

Suggested Citation

  • Paramaporn Thaichon & Thu Nguyen Quach, 2015. "The relationship between service quality, satisfaction, trust, value, commitment and loyalty of Internet service providers' customers," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 25(4), pages 295-313, September.
    • Handle: RePEc:taf:jgsmks:v:25:y:2015:i:4:p:295-313
    DOI: 10.1080/21639159.2015.1073419
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    Cited by:

    1. Han, Sang-Lin & An, Myounga & Han, Jerry J. & Lee, Jiyoung, 2020. "Telepresence, time distortion, and consumer traits of virtual reality shopping," Journal of Business Research, Elsevier, vol. 118(C), pages 311-320.
    2. Sajid, Zoya & Iftikhar, Naba & Ghouri, Ushna & Siddiqui, Humbal & Uddin, Kaleem, 2021. "Examining the role of consumer satisfaction within mobile eco-systems: Evidence from mobile banking services," MPRA Paper 108938, University Library of Munich, Germany.
    3. An, Myoung-a & Han, Sang-Lin, 2020. "Effects of experiential motivation and customer engagement on customer value creation: Analysis of psychological process in the experience-based retail environment," Journal of Business Research, Elsevier, vol. 120(C), pages 389-397.
    4. Shahzad, Arfan & Yaqub, Rana Muhammad Shahid & Di Vaio, Assunta & Hassan, Rohail, 2021. "Antecedents of customer loyalty and performance improvement: Evidence from Pakistan's telecommunications sector," Utilities Policy, Elsevier, vol. 70(C).
    5. Ting, Hiram & Thaichon, Park & Chuah, Francis & Tan, Sharon Rebecca, 2019. "Consumer behaviour and disposition decisions: The why and how of smartphone disposition," Journal of Retailing and Consumer Services, Elsevier, vol. 51(C), pages 212-220.
    6. Rajesh Sharma & Joy Patra, 2021. "Building Store Equity: Role of Store Image, Consumer Satisfaction, and Store Loyalty in the Indian Retail Market," Jindal Journal of Business Research, , vol. 10(1), pages 128-140, June.
    7. Atulkar, Sunil & Kesari, Bikrant, 2017. "Satisfaction, loyalty and repatronage intentions: Role of hedonic shopping values," Journal of Retailing and Consumer Services, Elsevier, vol. 39(C), pages 23-34.
    8. Xiaohui Liu & Na Jiang & Mengyao Fu & Zhao Cai & Eric T. K. Lim & Chee-Wee Tan, 2023. "What Piques Users’ Curiosity on Open Innovation Platforms? An Analysis Based on Mobile App Stores," Information Systems Frontiers, Springer, vol. 25(4), pages 1639-1660, August.
    9. Yoo, Changsok & Cha, Kyoung Cheon & Kim, Sang-Hoon, 2020. "A quantile regression approach to gaining insights for reacquition of defected customers," Journal of Business Research, Elsevier, vol. 120(C), pages 443-452.
    10. Yoo, Jungmin & Park, Minjung, 2016. "The effects of e-mass customization on consumer perceived value, satisfaction, and loyalty toward luxury brands," Journal of Business Research, Elsevier, vol. 69(12), pages 5775-5784.
    11. Cheah, Jun-Hwa & Waller, David & Thaichon, Park & Ting, Hiram & Lim, Xin-Jean, 2020. "Price image and the sugrophobia effect on luxury retail purchase intention," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    12. José Torrão & Sandrina Teixeira, 2023. "The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector," Sustainability, MDPI, vol. 15(3), pages 1-17, February.
    13. Ali Abumalloh, Rabab & Ibrahim, Othman & Nilashi, Mehrbakhsh, 2020. "Loyalty of young female Arabic customers towards recommendation agents: A new model for B2C E-commerce," Technology in Society, Elsevier, vol. 61(C).
    14. Ridwan Tonny Hasiholan Pane & Djoko Setyadi & Titik Rosnani, 2022. "Implementation of Quality Management towards the Internal Service Quality and Trust in Management and its Impact on Job Satisfaction: The Role of Moderation of the National Health Insurance System," International Review of Management and Marketing, Econjournals, vol. 12(3), pages 1-9, May.

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