文章基本信息

标题：The Effect of Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan
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作者：Bader Yousef Obeidat ; Rateb J. Sweis ; Diana Shawqi Zyod 等
期刊名称：Journal of Management Research
电子版ISSN：1941-899X
出版年度：2012
卷号：4
期号：4
页码：224-242
语种：English
出版社：Macrothink Institute
摘要：This study sought to investigate the impact of perceived service quality on customer loyalty in the Internet Service Provider industry in Jordan. Regression analysis was applied in this study and a total of 420 valid returns were obtained through a questionnaire survey. The results showed that perceived service quality in terms of tangibles, reliability, responsiveness, assurance, and empathy significantly affects customer loyalty. This study implies that Internet Service Providers should try their best to offer better service quality to their customers to win back their loyalty.