AN ANALYSIS OF QUALITY SERVICE OFFERED BY INTERNET SERVICE PROVIDERS
Keywords:
Internet Service Providers, Service quality, Consumer behaviorAbstract
This study aims to test an alternative model to examine the relations among service quality, satisfaction, and loyalty in India among the Internet Service Providers. Analysis of survey data from 750 customers of Internet service providers reveals that service Loyalty directly influences both fringe benefits and service quality and fringe benefit and service quality are the significant determinants of loyalty. Other variables were mediated and moderated the impact of both service quality and customer loyalty.
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