An intervariable approach to customer satisfaction and loyalty in the internet service market

Abstract

Purpose The purpose of this paper is to examine a multidimensional model of customer perceived value (CPV), customer satisfaction (CS) and loyalty from internet subscribers’ perspectives. Design/methodology/approach In total, 1,297 out of 2,000 online surveys were valid for the analysis. Confirmatory factor analyses were performed to assess the research constructs’ unidimensionality, validity and composite reliability. Structural path analysis was used to test the hypothesized relationships of the research model. Findings CPV positively affects functional and technical satisfaction as well as cognitive loyalty. Functional satisfaction positively affects technical satisfaction and attitudinal loyalty. Attitudinal loyalty positively affects cognitive and behavioral loyalty, and the latter positively affects cognitive loyalty. In total, 53 percent of variation in cognitive loyalty was caused by behavioral, attitudinal loyalty and perceived value path. Research limitations/implications Future research could investigate other outcomes of CS dimensions, such as customer lifetime value, customer retention, profitability, return on investment and market share, and their effects on customer loyalty (CL). Future research can also examine the effect of other dimensions of perceived customer value on CS and loyalty dimensions simultaneously. Other future research areas are also outlined. Practical implications CPV acts as a cornerstone to developing a successful multidimensional program of CL through functional and technical satisfactions. Marketing directors need to focus on building CL schemes and strategies that should take into consideration the long-term and short-term loyalty. Originality/value Theoretically, using an intervariable perspective, this paper has responded to important calls for conducting research on the chain of perceived value, CS and loyalty chain. Practically, this paper is the first empirical research devoted to developing an intervariable approach to the chain of perceived value, CS and loyalty in the internet service market.

The Effect of Perception of Health Care Service Quality on Patient Satisfaction and Loyalty in Mother and Child Hospital

“…Then, H3 is accepted. This finding is in line with the prior studies (Akroush and Mahadin, 2019;Chahal and Kumari, 2010;Slack and Singh, 2020;Woratschek et al, 2020), which shows that patient satisfaction positively impacts patient loyalty. Satisfied patients will be more likely to come again in the future when they need the same or different services, spread positive reviews about the hospital, and recommend the provided services to other people who need the same or different services.…”

An empirical investigation of the factors affecting customer lifetime value

“…Another possible explanation is that the technical quality and functional quality of the internet service providers in Jordan could be perceived by their customers to be homogenous and could not be seen by customers as distinguishing the service providers (Akroush and Mahadin, 2019).…”

The Technological Disruption of Insurance Industry: A Review

“…This brings us to the third question: How does the use of new technologies change customer relationship? An initial approximation might lead us to state that technological innovation presents new opportunities to satisfy customer expectations, as many studies on the subject confirm (Larsson and Broström,2019).Customer satisfaction is certainly increased by the possibility to manage the use of insurance cover and any claims independently, anywhere and at any time (Akroush and Mahadin, 2019;RochinDemong et al, 2019;Kaewsawad and Li, 2018).Customers who desire more and more new ways of purchasing insurance and managing riskincluding more fitfor-purpose cover and services and more immediate deliveryand who wish to interact through various channels when searching for and purchasing insurance products greatly influence this evolution, which changes the traditional -faceto-face‖ business model. We must nevertheless consider that the spread of information (i.e.…”