Using SmartPLS 3.0 to Analyse Internet Service Quality in Vietnam

  • Bui Huy Khoi
  • Ngo Van Tuan
Conference paper
Part of the Studies in Computational Intelligence book series (SCI, volume 760)


The aim of this research is to explore relationship both customer satisfaction and loyalty of internet users in Vietnam to stay with their current provider among existing Internet Service Providers (ISP) in the context of Vietnam telecommunication sector. Survey data was collected from 200 people in HCM City. The research model is proposed from the study of customer satisfaction and loyalty of some authors in abroad. The reliability and validity of the scale were tested by Cronbach’s Alpha, Average Variance Extracted (Pvc) and Composite Reliability (Pc). The analysis results of structural equation model (SEM) showed that the customer satisfaction and loyalty have a relationship with each other.


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Copyright information

© Springer International Publishing AG 2018

Authors and Affiliations

  1. 1.Industrial University of Ho Chi Minh CityHo Chi Minh CityVietnam
  2. 2.Banking University of Ho Chi Minh CityHo Chi Minh CityVietnam

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