Customer behavior and adoption · Online survey (n=481), analyzed with SPSS and SmartPLS, including robustness analysis.
An empirical investigation of the factors affecting customer lifetime value
Ala' Omar Dandis, Mohammad Badi' Al Haj Eid, Robin Robin, Nathalie Wierdak (2022). An empirical investigation of the factors affecting customer lifetime value. International Journal of Quality & Reliability Management. https://doi.org/10.1108/IJQRM-12-2020-0412.
Plain-English take
Confidence benefits, special-treatment benefits and brand credibility positively affected satisfaction and commitment; brand credibility was most influential toward satisfaction, commitment and ultimately CLV. Functional and technical quality did not significantly affect satisfaction. For your marketing: Use as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
How much weight to give this
3/5 Moderate evidence for a specific setting
The 1–5 evidence-check score is a practical reading aid, not a formal peer review or a probability that a conclusion is true. It combines design strength (2 points), sample reporting (1), comparison/control clarity (1), and how much of the paper could be checked (1). Access affects how confidently this directory can assess a study, not the study's underlying quality. Blinding is reported separately because it is not relevant to every design.
Online survey (n=481), analyzed with SPSS and SmartPLS, including robustness analysis.
481 respondents in an Internet-service-provider context in Jordan.
Judged from the publisher-described design and comparison; inspect the paper for complete analysis.
Publisher page and abstract were retrieved directly; full text was not assumed open.
Double-blind? Blinding was not established from the retrieved publisher record.
Research question
What the authors investigated
Which relationship benefits, quality dimensions and brand credibility factors affect satisfaction, commitment and CLV for Internet-service customers?
Design
Online survey (n=481), analyzed with SPSS and SmartPLS, including robustness analysis.
Sample and setting
481 respondents in an Internet-service-provider context in Jordan.
Reported result
What the study found
Confidence benefits, special-treatment benefits and brand credibility positively affected satisfaction and commitment; brand credibility was most influential toward satisfaction, commitment and ultimately CLV. Functional and technical quality did not significantly affect satisfaction.
This is a paraphrase of the source. Check the original paper for definitions, estimates, statistical uncertainty and analysis details.
Scope and transfer
Limitations to keep in view
The publisher page reports an online survey and a single ISP/national context; cross-sectional self-report data limit causal and broad generalization claims.
Possible founder application
Use as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
Evidence access
Publisher record and abstract retrieved; consult the linked paper for full methods and tables.
Emerald page explicitly reports n=481, SPSS/SmartPLS, the significant and insignificant paths, and the Jordan ISP context. Direct publisher-page retrieval was recorded on 2026-10-09; this profile uses the publisher abstract/metadata and does not claim independent review of unavailable full text.
If only an abstract or metadata was available, the profile is limited to claims supported there. A paper's paywall does not change its evidentiary status, but it limits what we can substantiate from accessible text.