ABSTRACT

                                 This research aims to study the factors affecting the loyalty of customers toward internet service companies in Amman city; these factors namely, service quality, trust, commitment, satisfaction, and after-sale service.

 Data were collected through questionnaires forming a representative sample. A total of 460 questionnaires were distributed to internet users in Amman city, the findings indicated that there is a positive relationship between satisfaction, service quality, trust, commitment, and after-sale service with customer loyalty. After-sales service was found to be the most critical factor in affecting customer loyalty.

 Keywords: Customer Satisfaction, Service Quality, Trust, Commitment, After-sale service, Customer Loyalty.