This study aims to investigate the antecedents to customer retention and brand loyalty of Internet Service Providers in Thailand. The findings reveal that customers’ commitment and value are influenced by information support, privacy and security. Additionally, the positive relationships between information quality and privacy and behavioural loyalty were revealed. Customers’ commitment and value were positively associated with behavioural loyalty. However, surprisingly, there was no support for the hypothesised positive association between customers’ value with behavioural loyalty. Practical implications that can be drawn from this research will form a foundation for service providers in the residential internet market to develop new retention strategies. These providers would l be able to reduce the current issues relating to the high customer churn rate. By making customers more central in company operations, these strategies can potentially reduce the expenses associated with acquiring new customers.

The purposes of this study were to : (a) analyze university students' perception and patronage behaviors to the service quality dimensions, and (b) assist university residence hall foodservices in formulating improved managerial strategies. Questionnaires were hand delivered and mailed to 1,210 university students residing in the residence hall and 13 foodservice managers. A total of 1,011 was usable; resulting in 83.6% response rate. The survey was conducted between October, 1998 and May, 1999. Statistical data analysis was completed using the SAS/Win 6.12 for Descriptive Analysis, 2-test, T-test, ANOVA, and Stepwise Multiple Regression. Forty-seven percent of the respondents indicated that 'taste' was their first priority when choosing a menu. The reasons behind choosing residence hall foodservice were 'location', 'board plan', 'price', 'taste', 'opening hours', and 'menu variety'. The main reasons of dissatisfaction with the residence hall foodservice were 'board plan', 'taste', 'menu variety'. The overall satisfaction score was 2.99 out of 5. The satisfaction score of 「convenience」, 「food quality」 and 「menu variety」were 3.25, 2.94 and 2.76, respectively. Generally, male students were more satisfied than females. Graduate students and students living in residence halls over six semesters were the most dissatisfied with the residence hall foodservice. Residence hall students were dissatisfied with the variables 「menu variety」 and 「facilities」in 'self-operated' operations, whereas 「food quality」, 「menu variety」 and 「price」 in 'contracted' operations. Foodservice operations with 'less than 1,000 meals serving per day' was the highest satisfaction score(3.36) among other serving sizes. Meal price with 'less than 1,300 won' was most satisfied with students. When overall customer satisfaction and service quality dimensions were analyzed by Stepwise Multiple Regression 「food quality」(p〈.001), 「price」(p〈.001), 「facilities」(p〈.001), 「convenience」(p〈.001), 「menu variety」(p〈.001), 「manager's attitude」(p〈.0l), and 「atmosphere」(p〈.01), in decreasing order, significantly impacted on 「overall customer satisfaction」.

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers’ perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers’ satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers’ overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers’ overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers’ satisfaction, but it does not override unsatisfactory performance in other areas.