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首页> 外文期刊>International journal of quality and service sciences >Achieving customer loyalty through service excellence in internet industry
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Achieving customer loyalty through service excellence in internet industry

机译：通过互联网行业的卓越服务实现客户忠诚度

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摘要

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 customers. An assessment of service quality dimensions is also included to fill the void of research on modelling service quality in high tech services. Design/methodology/approach - The paper reviews the most cited articles on the topic published in academic journals with a view to identify dimensions that customers use to evaluate the quality of a service providers, and to determine loyalty formation through customer cognitive and affective evaluations in Internet industry. Findings - The exogenous constructs of the conceptual model include influential factors such as network quality, customer service, information support and security which make up the perception of overall service quality. The endogenous constructs include cognitive and affective determinants such as customers' trust, satisfaction, commitment, value and resultants - attitudinal loyalty and behavioural loyalty. Originality/value - The study proposes that by enhancing service quality, firms can influence customers' satisfaction, trust, commitment and value, and ultimately loyalty, which are critical for an ISP's success and long-term sustainability. Moreover, applying the findings of this study, ISPs can strategise in making customers more central in their day to day operations, which would create competitive advantage for the companies.
机译：目的-本文旨在研究互联网服务提供商（ISP）客户的态度和行为忠诚度的先决条件。此外，本研究致力于确定总体服务质量与客户认知以及情感评估之间的关系。还包括对服务质量维度的评估，以填补高科技服务中对服务质量建模的研究空白。设计/方法/方法-本文回顾了学术期刊上发表的有关该主题的最多引用文章，以期确定客户用来评估服务提供商质量的维度，并通过客户认知和情感评估来确定忠诚度的形成互联网行业。调查结果-概念模型的外在构造包括影响因素，例如网络质量，客户服务，信息支持和安全性，这些因素构成了对整体服务质量的感知。内在构造包括认知和情感决定因素，例如客户的信任度，满意度，承诺，价值和结果-态度忠诚和行为忠诚。原创性/价值-该研究建议，通过提高服务质量，公司可以影响客户的满意度，信任，承诺和价值以及最终的忠诚度，这对于ISP的成功和长期可持续性至关重要。此外，利用这项研究的结果，ISP可以制定战略，使客户在日常运营中更加集中，这将为公司创造竞争优势。

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