The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea
Abstract
The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. This paper aims to identify the causal relationship among network performance, customer satisfaction, and customer...
Paper Details
Title
The impact of network service performance on customer satisfaction and loyalty: High-speed internet service case in Korea
Published Date
Apr 1, 2007
Volume
32
Issue
3
Pages
822 - 831
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