The Effect of Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan

Abstract

This study sought to investigate the impact of perceived service quality on customer loyalty in the Internet Service Provider industry in Jordan. Regression analysis was applied in this study and a total of 420 valid returns were obtained through a questionnaire survey. The results showed that perceived service quality in terms of tangibles, reliability, responsiveness, assurance, and empathy significantly affects customer loyalty. This study implies that Internet Service Providers should try their best to offer better service quality to their customers to win back their loyalty.