| dc.description.abstract | Nowadays, in terms of internet service providers (ISPs), it is essential for them to
understand the key factors affecting customer loyalty. These issues are important for
the long-term business success of any service provider. This research aims to
investigate the determinants that influence on customer loyalty of Internet Service
Providers (ISP) in Ho Chi Minh City. The results show that network quality, customer
support, security/ privacy and value have positive impact on service quality.
Meanwhile, there is no support for the relationship between information support and
service quality. Most importantly, the study illustrates that trusts, satisfaction,
switching cost, corporate image, and commitment have positive impact on customer
loyalty. On the other hand, the positive impact between switching cost and trust as well
as switching cost and customer loyalty are not supported. The findings are important
for internet service providers identify factors influencing customer loyalty towards
internet service providers in Ho Chi Minh city and create strategies to strengthen and
improve their competitiveness, in other words, to become successful and have more
loyal customers, which ultimately will lead to more profit. Structural Equation
modeling is used to test the hypotheses. This study is based on a random sample of 450
participants who are living in Ho Chi Minh City, Vietnam.
Keywords: Customer loyalty, internet service providers (ISPs) | en_US |
