The empirical study was to investigate correlation both client satisfaction and loyalty of internet users in Vietnam to stay with their contemporary provider among existing Internet Service Providers (ISP) in the context of Vietnam telecommunication area. Survey data were gathered from 200 consumers in Hochiminh City, Vietnam in 2019. The research model was proposed from the study of customer satisfaction and loyalty of some authors abroad. Data processing and statistical analysis software were conducted by the Smartpls 3.0. The reliability and validity of the scale were examined by Cronbach's Alpha, Average Variance Extracted (Pvc) and Composite Reliability (Pc). The analysis outcomes of the structural equation model (SEM) showed that customer satisfaction and loyalty had a connection with each other.
Volume 11 | 08-Special Issue
Pages: 1402-1409