Buyer behavior · Online survey (n=481), analyzed with SPSS and SmartPLS, including robustness analysis.
An empirical investigation of the factors affecting customer lifetime value
International Journal of Quality & Reliability Management · 2022
Summary
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
Possible founder application
Use as a behavioral mechanism or experiment-design reference, not a direct forecast for a SaaS funnel.
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.
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.
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.
Research sources
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.