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(The appendices follow overleaf.)
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Appendix 1
Construct Indicators Source
Loyalty (F1)
1. I will continue using the service offered by [name of company]
Zeithaml et al. (1996) 2. I will purchase other services offered by [name of
company] in the future
3. I will encourage friends and relatives to use the service offered by [name of company]
4. I say positive things about [name of company] to others
5. I recommend [name of company] to others 6. I would switch to other company if the service cost was lower
7. I consider [name of company] my first choice for ISP service
Relationship quality (F2)
8. I am pleased with the service provided by [name of company]
Tam and Wong (2001);
Crosby et al. (1990) 9. I am satisfied with the service provided by [name
of company]
10. I have a favorable attitude towards the service that [name of company] offers
11. My agent is trustworthy
12. I find it necessary to be cautious in dealing with my agenta
13. My agent can be relied upon to keep his/her promises
14. I suspect that my agent has sometimes withheld certain pieces of critical information that might have affected my purchasing decisionsa
15. [Name of company] puts interests of the customer before its own interests
16. The services offered by [name of company] are consistently good
17. [Name of company] is a reliable company
Relational selling behavior
18. My agent offers appropriate information according to my situation
Crosby et al. (1990) (F3) 19. My agent takes the time to prepare formal
proposals for me to evaluate
20. My agent does not ignore my request
21. I have confided in the agent with a lot of personal information
22. My agent openly discusses personal matters with me
Construct Indicators Source 23. My agent has expressed a willingness to help me
regarding IT service even if there’s nothing in it for him/her
24. My agent has expressed a desire to develop a long-term relationship
Network 25. ADSL is constantly available Jun and Cai (2001) quality (F4) 26. ADSL connection quality is reliable
27. ADSL transmission quality is stable 28. ADSL bandwidth meets my expectations Service
recovery (F5)
29. My agent has tried to solve my problems promptly
Andreassen (2000);
Boshoff and Leong (1998) 30. The agent arranges appointments according to
my schedule
31. The agent efficiently develops solutions 32. The agent keeps me informed while solving my problems
Note:aDenotes items requiring reverse scoring Table AI.
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Appendix 2
Table AII.
Measures of constructs