Evaluating specific service quality aspects which impact on customers’ behavioural loyalty in high-tech internet services
Article
Article Title | Evaluating specific service quality aspects which impact on customers’ behavioural loyalty in high-tech internet services |
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ERA Journal ID | 19787 |
Article Category | Article |
Authors | Thaichon, Paramaporn and Jebarajakirthy, Charles |
Journal Title | Asia Pacific Journal of Marketing and Logistics |
Journal Citation | 28 (1), pp. 141-159 |
Number of Pages | 19 |
Year | 2016 |
Publisher | Emerald |
Place of Publication | United Kingdom |
ISSN | 1355-5855 |
1758-4248 | |
Digital Object Identifier (DOI) | https://doi.org/10.1108/APJML-02-2015-0027 |
Web Address (URL) | https://www.emerald.com/insight/content/doi/10.1108/APJML-02-2015-0027/full/html |
Abstract | Purpose – The purpose of this paper is to examine the influence of quality perception on customers’ repurchase behaviour in home internet services. Specifically, it was found that information quality, and privacy affected customers’ commitment and perceived value which were directly related to customer behavioural loyalty. Design/methodology/approach – In order to achieve the research objectives, a model is proposed. The literature review and formulation of hypotheses related to each construct are then discussed. An online survey was conducted. The final usable sample size was 2,059. Findings – Information quality was a stronger determinant of commitment and value when compared with privacy. The positive indirect effects of information quality and privacy on behavioural loyalty were also confirmed. Originality/value – The research provides practical implications which can be used to design effective marketing strategies to retain customers in the residential internet market. Moreover, current issues of high-customer churn rate can be resolved. In general, the study confirms that putting customers’ privacy in the heart of company operations is critical for an internet service provider’s success and long-term sustainability. |
Keywords | Customer retention; Information privacy |
Public Notes | Files associated with this item cannot be displayed due to copyright restrictions. |
Byline Affiliations | SP Jain School of Global Management, Australia |
Swinburne University of Technology |
https://research.usq.edu.au/item/y8407/evaluating-specific-service-quality-aspects-which-impact-on-customers-behavioural-loyalty-in-high-tech-internet-services
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