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An empirical analysis of the dimension of loyalty to determine customer retention for E-Commerce

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Achieving customer loyalty through service excellence in internet industry

Thaichon, Paramaporn; Lobo, Antonio; Mitsis, Ann - In: International Journal of Quality and Service Sciences 6 (2014) 4, pp. 274-289

Purpose – This paper aims to investigate the antecedents to attitudinal and behavioural loyalty of customers of Internet service providers (ISPs). In addition, this study endeavours to identify the relationship between overall service quality and cognitive as well as affective evaluations of...

Persistent link: https://www.econbiz.de/10014802609