Understanding the Influence of Wireless Communications and Wi-Fi Access on Customer Loyalty: A Behavioral Model System

New technologies offer new possibilities to better understand complex consumer behavior points of sale. The data obtained using wireless communications and Wi-Fi services available in restaurants and catering companies make it possible to acquire in-depth knowledge on consumer behavior complexity. I...

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Bibliographic Details
Published in:Wireless communications and mobile computing 2018-01, Vol.2018 (2018), p.1-16
Main Authors: Martin-Velicia, Felix, Saura, Jose Ramon, Palos-Sanchez, Pedro, Reyes-Menendez, Ana
Format: Article
Language:English
Subjects:
Brand loyalty
Complexity
Consumer behavior
Consumers
Consumption
Customer satisfaction
Customer services
Customers
Emotions
Impact analysis
New technology
Quality
Restaurants
Studies
Wireless communications
Wireless networks
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Summary:New technologies offer new possibilities to better understand complex consumer behavior points of sale. The data obtained using wireless communications and Wi-Fi services available in restaurants and catering companies make it possible to acquire in-depth knowledge on consumer behavior complexity. In the present study, the PLS-SEM analysis was used to analyze the impact of free wireless communications and Wi-Fi access on customer loyalty. Our results demonstrate that client satisfaction with wireless communications and Wi-Fi access networks services has a direct impact on customer loyalty. Therefore, wireless communications and Wi-Fi networks and technologies available at the points of sale should be updated in order to better meet customers’ expectations.
ISSN:1530-8669
1530-8677
DOI:10.1155/2018/3487398