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

Thaichon, Paramaporn and Lobo, Antonio and Prentice, Catherine ORCID: https://orcid.org/0000-0002-7700-3889 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. ISSN 0969-6989


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.


Statistics for USQ ePrint 49899
Statistics for this ePrint Item
Item Type: Article (Commonwealth Reporting Category C)
Refereed: Yes
Item Status: Live Archive
Additional Information: Files associated with this item cannot be displayed due to copyright restrictions.
Faculty/School / Institute/Centre: No Faculty
Faculty/School / Institute/Centre: No Faculty
Date Deposited: 10 Aug 2022 01:22
Last Modified: 10 Aug 2022 01:22
Uncontrolled Keywords: Customer commitment; Internet service provider (ISP); Internet usage; Service quality; Trust; Value
Fields of Research (2020): 35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3507 Strategy, management and organisational behaviour > 350799 Strategy, management and organisational behaviour not elsewhere classified
35 COMMERCE, MANAGEMENT, TOURISM AND SERVICES > 3506 Marketing > 350699 Marketing not elsewhere classified
Identification Number or DOI: https://doi.org/10.1016/j.jretconser.2014.06.006
URI: http://eprints.usq.edu.au/id/eprint/49899

Actions (login required)

View Item Archive Repository Staff Only