• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>International journal of strategic information technology and applications >Antecedents of Customer Satisfaction Affecting Broadband Loyalty: An Implementation of Servqual and NPS®
【24h】

Antecedents of Customer Satisfaction Affecting Broadband Loyalty: An Implementation of Servqual and NPS®

机译：影响宽带忠诚度的客户满意度的先决条件：Servqual和NPS®的实现

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

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 Promoter System™ (NPS®) developed by Reichheld (2003). Even though researchers acknowledge a relationship between satisfaction and loyalty, there is currently no empirical evidence demonstrating such relationship using SERVQUAL and NPS. In that regard, this study analyzed the antecedents of satisfaction measured by SERVQUAL that influence loyalty as measured by NPS in the context of the residential broadband service industry. To that effect, 208 broadband customers in the U.S. Midwest regionwere surveyed online. A confirmatory factor analysis confirmed the latent structure of collected data, validating the use of the five SERVQUAL factors as predictors. An ordinal logistic regression (OLR) model built on the collected data confirmed the existence of a statistically significant relationship between Empathy (one of the factors) and customer loyalty, suggesting that increasing empathy by one point increased the odds of becoming a promoter by 11.73%. The final modelwasvalidatedusing the Akaike informationcriterion(AIC), asingle sample cross-validation model.
机译：服务行业中许多客户满意度研究都使用SERVQUAL，这是Parasuraman，Zeithaml和Berry（1998）开发的一种工具。同样，许多关于客户忠诚度的研究都使用了Reichheld（2003）开发的Net Promoter System™（NPS®）。尽管研究人员承认满意度和忠诚度之间存在某种关系，但目前尚无经验证据证明使用SERVQUAL和NPS具有这种关系。在这方面，本研究分析了在住宅宽带服务行业中，SERVQUAL评估的满意度影响NPS评估的忠诚度的前因。为此，对美国中西部地区的208位宽带客户进行了在线调查。验证性因素分析确定了所收集数据的潜在结构，从而验证了使用SERVQUAL五个因素作为预测因子的有效性。基于收集到的数据的顺序逻辑回归（OLR）模型证实，同理心（一种因素）与客户忠诚度之间存在统计上显着的关系，这表明同情心增加了一个百分点，成为发起人的几率提高了11.73％ 。最终模型使用Akaike信息准则（AIC）单一样本交叉验证模型进行了验证。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号