The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns
Article
Thaichon, Paramaporn, Lobo, Antonio, Prentice, Catherine and Quach, Thu Nguyen. 2014. "The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns." Journal of Retailing and Consumer Services. 21 (6), pp. 1047-1058. https://doi.org/10.1016/j.jretconser.2014.06.006
| Article Title | The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns |
|---|---|
| ERA Journal ID | 19837 |
| Article Category | Article |
| Authors | Thaichon, Paramaporn (Author), Lobo, Antonio (Author), Prentice, Catherine (Author) and Quach, Thu Nguyen (Author) |
| Journal Title | Journal of Retailing and Consumer Services |
| Journal Citation | 21 (6), pp. 1047-1058 |
| Number of Pages | 12 |
| Year | 2014 |
| Publisher | Elsevier |
| Place of Publication | United Kingdom |
| ISSN | 0969-6989 |
| 1873-1384 | |
| Digital Object Identifier (DOI) | https://doi.org/10.1016/j.jretconser.2014.06.006 |
| Web Address (URL) | https://www.sciencedirect.com/science/article/pii/S0969698914000836 |
| Abstract | This study examines the relationships among relevant service quality dimensions of Internet service providers (ISP) and their customers' perceived value, trust and commitment. Data was collected from residential Internet users in Thailand. The final usable sample size was 1507. The analyses include segmenting ISPs' customers on the basis of their usage pattern and evaluating their perceptions of Internet service quality dimensions. In addition, several alternatives models were compared using structural equation modelling to confirm the mediation effects. An ISP's service quality is influenced by the following four dimensions (a) network quality, (b) customer service and technical support, (c) information quality and (d) security and privacy. The findings reveal that while all dimensions have positive effects on trust, only network quality, information support and privacy influence customer value significantly and information support is the only dimension which is directly related to commitment. Additionally, the effects of customer service and information support on value vary across customers of different Internet usage patterns. The contribution of the present paper stems from the simultaneous modelling of a range of mediation effects which can better help explain the impact of service quality dimensions on customers' cognitive and affective evaluations in high-tech service settings. |
| Keywords | Customer commitment; Internet service provider (ISP); Internet usage; Service quality; Trust; Value |
| ANZSRC Field of Research 2020 | 350799. Strategy, management and organisational behaviour not elsewhere classified |
| 350699. Marketing not elsewhere classified | |
| Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
| Byline Affiliations | Swinburne University of Technology |
| Institution of Origin | University of Southern Queensland |
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