Antecedents of Customer Satisfaction Affecting Broadband Loyalty

HowardCaroline; M LarteyFranklin; HargissKathleen

JOURNAL ARTICLE

Antecedents of Customer Satisfaction Affecting Broadband Loyalty

HowardCaroline M LarteyFranklin HargissKathleen

Year: 2015 Journal: International Journal of Strategic Information Technology and Applications Publisher: IGI Global

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Abstract

Many customer satisfaction studies in the service industry use SERVQUAL, an instrument developed by Parasuraman, Zeithaml, and Berry 1998. Similarly, many studies on customer loyalty use the Net Pr...

Keywords:

Customer satisfaction Loyalty Broadband Business Loyalty business model Telecommunications Marketing Computer science Service quality

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0.45

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Is in top 10%

Topics

Customer Service Quality and Loyalty

Social Sciences → Business, Management and Accounting → Organizational Behavior and Human Resource Management

Technology Adoption and User Behaviour

Social Sciences → Decision Sciences → Information Systems and Management

Customer churn and segmentation

Social Sciences → Business, Management and Accounting → Marketing

Antecedents of Customer Satisfaction Affecting Broadband Loyalty

Abstract

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