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Literature Review

Consumer satisfaction is essential for retaining existing customers and attracting new ones. Dissatisfied customers pose a retention risk and can damage a company's reputation. Higher customer satisfaction levels typically correlate with increased profits. The main driver of customer loyalty is satisfaction, which is influenced by a company's brand and switching costs. Attributes like service quality, internet speed, price, brand image, perceived value, and trust directly impact customer satisfaction with internet service providers. Specifically, network quality, price, perceived value, and trust towards the provider influence customer satisfaction levels.

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154 views3 pages

Literature Review

Consumer satisfaction is essential for retaining existing customers and attracting new ones. Dissatisfied customers pose a retention risk and can damage a company's reputation. Higher customer satisfaction levels typically correlate with increased profits. The main driver of customer loyalty is satisfaction, which is influenced by a company's brand and switching costs. Attributes like service quality, internet speed, price, brand image, perceived value, and trust directly impact customer satisfaction with internet service providers. Specifically, network quality, price, perceived value, and trust towards the provider influence customer satisfaction levels.

Uploaded by

Rajdeep shakya
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Literature review

Consumer satisfaction is an essential factor in having client maintenance as it can impacts


impressively to client's disposition to remain a relationship with organizations. [ CITATION
Ndu09 \l 1033 ]. Consumer satisfaction is basic to keeping your present clients and holding new
ones. Disappointed clients are a maintenance hazard, and losing them will hurt your image.
[ CITATION Gil06 \l 1033 ]. Most firms understand that the more significant level of consumer
satisfaction, the upper benefit they may pick up. Since when the degree of consumer satisfaction
is expanding, that implies they are bound to keep utilizing products and services offered and they
are more faithful with organizations. The main impact on customer loyalty is satisfaction which
is carried by organization's standing and exchanging costs. [ CITATION Met99 \l 1033 ].

Customer satisfaction in internet industry

According to Fe and Ikova, the operations of the company must be focused on past
experience with goods and services to satisfy the needs of the consumer, resulting in
existing clients and attracting new ones [ CITATION Iko04 \l 1033 ]. Consumer
satisfaction is imperative and central necessities to hold existing clients and make
shareholder values, which can influence organization's standing and helps to create
customer loyalty. Actually, most Internet Service Providers like the significance of
consumer satisfaction with their support of assist them with advancing an upper hand
and increase brand pictures in customer loyalty [ CITATION Guo09 \l 1033 ].

Attributes which influence on Customers satisfaction in Internet services


Service quality, Speed of internet and price are the several factors that are very important for
customers to select the Internet Service providers. [ CITATION Fat12 \l 1033 ]. To the
satisfaction of internet users, these elements are also substantially important. Furthermore, the
quality of service, brand image, perceived value and trust directly impact overall customer
satisfaction [ CITATION Zei96 \l 1033 ]. Network efficiency is one of the most significant
determinants for Internet service provider which helps to increase the level of customer
satisfaction using the internet [ CITATION Sun07 \l 1033 ]. The behavior of employees towards
consumers and service efficiency are the following elements of Internet service plays a vital role
in managing to satisfy customers. ISPs must maintain a strong relationship with current
customers in terms of long-term consumer loyalty, and how to build brand image, perceived
value and confidence is a significant topic [ CITATION Wis09 \l 1033 ].

Network quality toward Customer satisfaction


With regard to the efficiency of the network offered by ISPs (Internet Service Providers), the
reliability and speed of transmission of the internet service had a substantial effect on the
preference of internet service providers by customers [CITATION Moh11 \l 1033 ].
Furthermore, the internet's server uptime was analyzed to affect customer satisfaction. Therefore,
they need to enhance their offerings if ISPs wish to have a competitive advantage over other
rivals [ CITATION Wan04 \l 1033 ].

Price toward Customer satisfaction


In terms of perception of users about the price offered by ISPs, internet users typically consider
higher rates for better service. However, when another ISP provides a much fairer price for the
same standard of service, these consumers will consider changing the ISP [CITATION Moh11 \l
1033 ]. Therefore, it is found out that customers pay a great deal of attention to the price offered
for internet service and therefore the higher price decreases customer demand and vice versa.
There is a clear linear effect on retention in the telecommunications sector between price
perception and consumer indifference on retention [ CITATION Cha03 \l 1033 ].

Perceived value toward Customer satisfaction


Perceived value figures out that the success of the goods or services supplied depends largely on
the customer's understanding of whether or not they can satisfy them. . In the
telecommunication sector, consumer who perceive their money in general or internet users in
particular as deserving of services or goods then being more satisfied with ISPs. In general, a
customer who has chosen to use a service from providers for a long period of time because they
are much more comfortable and satisfied with the present level of service quality and continues
to use other services from providers.
Trust toward Customer satisfaction
If the employees of a company play a vital role in building and sustaining trust between
consumers and businesses, then customer satisfaction and loyalty will be accomplished. At the
point when internet users trust the provider's internet service they are probably going to keep
utilizing other services offered by the Firm without the requirement of advertisement. Customer
trust can be seen as a complement to satisfaction, which guarantees business-customer
relationships. Therefore, if internet user’s trust their preferred brand, their decision to select
additional services provided other than the Internet Service Provider in the telecommunications
sector would be affected.

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