An empirical investigation of the factors affecting customer lifetime value

Abstract

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.

Citation

Dandis, A.O., Al Haj Eid, M.B., Robin, R. and Wierdak, N. (2022), "An empirical investigation of the factors affecting customer lifetime value", International Journal of Quality & Reliability Management, Vol. 39 No. 4, pp. 910-935. https://doi.org/10.1108/IJQRM-12-2020-0412