Journal Article

An empirical investigation of the factors affecting customer lifetime value


Purpose. The main objective of this paper is to investigate the factors affecting customer lifetime value (CLV) for Internet service providers in Jordan, namely, technical quality, functional quality, brand credibility, confidence benefits, special treatment benefits, customer satisfaction and commitment. Design/methodology/approach. An online survey was conducted involving a sample of 481 respondents. SPSS was used to analyse the data and test the proposed relationships, while SmartPLS was used to examine the robustness of our results. Findings. Results showed that confidence benefits, special treatment benefits and brand credibility had a significant and positive impact on customer satisfaction and commitment, with brand credibility appearing as the most influential factor leading to customer satisfaction and commitment, and ultimately CLV. Furthermore, research reveals an insignificant relationship between functional quality, technical quality and customer satisfaction. Practical implications. Services' providers seeking to increase CLV need to build strong and sustainable relationships with their customers. Originality/value. This study incorporates a set of crucial customer relationship management strategies that could be universally applied to enhance customers benefits and business performance. This is also the first study of its kind conducted in the Middle East, particularly in Jordan.

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Dandis, Ala' Omar
Al Haj Eid, Mohammad Badi’
Robin, Robin
Wierdak, Nathalie

Oxford Brookes departments

Oxford Brookes Business School


Year of publication: 2021
Date of RADAR deposit: 2021-06-23

Creative Commons License This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License

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