Antecedents of Customer Satisfaction Affecting Broadband Loyalty: An Implementation of Servqual and NPS®.
Franklin M. LarteyKathleen M. HargissCaroline HowardPublished in: Int. J. Strateg. Inf. Technol. Appl. (2015)
Keyphrases
- service quality
- customer satisfaction
- service providers
- user satisfaction
- online shopping
- electronic commerce
- quality of service
- information systems
- call center
- marketing strategies
- customer service
- technology acceptance
- customer reviews
- customer loyalty
- internet banking
- information quality
- customer data
- customer retention
- databases
- product design
- competitive advantage
- core competence
- customer support