This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers (ISPs) in Thailand. Overall service quality of an ISP is determined by network quality, customer service, information support, privacy and security. The findings reveal that the positive relationships between service quality and consumers’ affective evaluations (satisfaction, trust, commitment, and value) were revealed. Overall customers’ satisfaction and commitment were positively associated with both attitudinal and behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ trust and value with attitudinal and behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the home ISP to develop new retention strategies. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

• Paramaporn Thaichon(Swinburne University of Technology)
• Antonio Lobo(Swinburne University of Technology)
• Ann Mitsis(Swinburne University of Technology)