Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs
Abstract
A conceptual framework is proposed that analyses the effect of perceived service quality, customer satisfaction, trust in the energy provider and perceived switching costs on customer loyalty in residential energy markets. Three distinct dimensions of perceived service quality are identified: technical quality of core services, technical quality of peripheral services and service process quality (functional service quality). The proposed model...
Paper Details
Title
Antecedents of customer loyalty in residential energy markets: Service quality, satisfaction, trust and switching costs
Published Date
Sep 1, 2006
Journal
Volume
26
Issue
6
Pages
633 - 650
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