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| Author: | Chiou, Jyh-Shen |
| Title: | The antecedents of consumers' loyalty toward Internet Service Providers |
| Journal: | Information & Management
2004 : JUL, VOL. 41:6, p. 685-695 |
| Index terms: | internet loyalty technology trust |
| Language: | eng |
| Abstract: | This article discusses Internet Service Providers (ISP) and the effects of expected technology change on the formation of loyalty toward ISPs. The findings of an internet survey in Taiwan suggest that perceived value is very significant in generating overall customer satisfaction and loyalty intention toward an ISP, and that perceived trust of an ISP advances perceived value, overall satisfaction and loyalty intention. However, it was also shown that future ISP technology expectancy exerted a negative influence on a consumer's overall satisfaction and loyalty intention. |
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