The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns

2014 ◽  
Vol 21 (6) ◽  
pp. 1047-1058 ◽  
Author(s):  
Paramaporn Thaichon ◽  
Antonio Lobo ◽  
Catherine Prentice ◽  
Thu Nguyen Quach
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Internet Service Providers ◽  
Internet Service ◽  
Usage Patterns ◽  
Quality Dimensions ◽  
Service Quality Dimensions

scholarly journals The Role of Quality in Bit Stream Access Internet Service Providers on Customer Loyalty

2020 ◽  
Vol 9 (4) ◽  
pp. 1515-1524
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Level Of Service ◽  
Clear Understanding ◽  
Internet Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Degree Level

The Internet Service Provider (ISP) sector in Palestine operates in a highly competitive market that presents many challenges related to Israeli rules and regulations concerning internet services. Such challenges emphasize the need for the various ISPs to have a detailed and clear understanding of the critical service quality dimensions that affect the loyalty of customers, and to constantly evaluate and strengthen the service they provide. Therefore, the aim of this work is to study the influence of service quality on customer satisfaction and loyalty in the Palestinian internet sector. The study used a quantitative approach based on the SERVQUAL dimensions to collect the data from internet subscribers through a questionnaire and the data was analyzed using statistical methods. The survey data was gathered from 403 valid responses covering more than eight ISP companies in the West Bank. An examination of the study variables based on the conceptual framework was achieved by using SPSS, where means of quantitative methods such as a comparison of means, and simple and multiple regressions were calculated. The results indicate that, in general, the level of service quality does not meet customer expectations. In addition, a descriptive analysis of the study variables indicates that the means of three service quality dimensions (reliability, responsiveness, and tangibility) have a medium degree level, while empathy and assurance have a high degree level. It is showed that service quality positively affects customer satisfaction. A positive relationship exists between customer satisfaction and customer loyalty. The study suggests that the effect of the “responsiveness” dimension on consumer satisfaction and loyalty is stronger than the effects of the other dimensions, with “tangibility” having the lowest effect. Finally, the study recommends to ISPs to improve the level of service quality in order to meet customers' needs and wants, and in order to gain long-term customer loyalty.

The Effect of Service Quality on Customers' Satisfaction in Mobile Phone Services in the UAE

2020 ◽  
Vol 8 (1) ◽  
pp. 75-94
Author(s):  
Emad Yusuf Masoud
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Mobile Phone ◽  
Service Providers ◽  
Mobile Service ◽  
Behavioural Difference ◽  
Mobile Industry ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

This study aims to determine the dimensions of mobile service quality and to examine their effect on customer satisfaction in UAE mobile phone service providers while also investigating the behavioural differences between mobile phone customers with prepaid and postpaid subscriptions. A combination of the SERVPERF model has been adopted as the main framework for analyzing service quality. A structured questionnaire instrument was designed for data collection. The present study concentrates on the level of customers’ satisfaction for leading service providers in the UAE mobile industry. Etisalat and Du were chosen for this study. A sample of (452) mobile phone users in Abu Dhabi city was selected at random using convenience-sampling. We found a positive effect of both functional and technical service quality (network quality) on customers’ satisfaction. Functional and technical dimensions were good predictors of customer satisfaction and confirmed the multidimensional nature of service quality. Also, the service quality dimensions; reliability, assurances, and responsiveness are found to be significant predictors of customer satisfaction. Behavioural difference between mobile phone customers is also significant in predicting customer satisfaction for postpaid subscribers. However, only reliability and network quality are significant predictors of customer satisfaction for prepaid subscribers. The model developed in this study provides marketers and researchers with a diagnostic tool to assess service quality from the perspectives of customers to meet the customer’s expectations and ensure customer satisfaction.

Toward a Profitable ISP Business in a Competitive Environment

2011 ◽  
pp. 182-200
Author(s):  
Ioanna D. Constantiou ◽  
Jörn Altmann
Keyword(s):  
Service Quality ◽  
Dynamic Pricing ◽  
Service Providers ◽  
Revenue Sharing ◽  
Competitive Environment ◽  
Internet Service Providers ◽  
Pricing Strategies ◽  
Internet Service ◽  
Flat Rate ◽  
Pricing Schemes

The market of Internet service providers (ISPs) is highly competitive. Although many different pricing schemes could be deployed in this market, two types are mainly offered: flat rate pricing and per-minute pricing. These pricing schemes are criticised for limiting ISPs’ revenues and for not addressing customer’s requirements on service quality. We focus on the ISPs’ business relationships and on their pricing strategies in order to analyse revenue sharing mechanisms. We argue that the introduction of incentive pricing schemes, such as dynamic pricing, may enable provision of service quality by improving revenue sharing among ISPs.

scholarly journals Exploring the relationship between service quality and customer satisfaction in postal financial services

2015 ◽  
Vol 5 (3) ◽  
pp. 186-193
Author(s):  
Steven Kayambazinthu Msosa ◽  
Jeevarathnam P. Govender
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Financial Services ◽  
Service Providers ◽  
Postal Service ◽  
Cross Sectional ◽  
The Public ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Relationship

Service quality and customer satisfaction are related and are important factors for the success of service providers be it in the public or the private sector. This study aims to examine the relationship between service quality and customer satisfaction in the Malawian public postal service, specifically its banking division. A cross-sectional, quantitative and descriptive study was undertaken and data was collected from 400 customers using the SERVPERF model. A non-probability sampling approach was adopted and respondents were selected using convenience sampling. Reliability of the study was tested using Cronbach alpha. Correlation tests were conducted using Spearman’s rho. The results show that all the five service quality dimensions, viz. tangibles, reliability, empathy, assurance and responsiveness, are significantly and positively correlated. There was also a significant correlation between the service quality dimensions and overall service quality, customer satisfaction and customer loyalty.

scholarly journals Service Quality and Consumer Choice of Their Preferred Telecommunications Service Provider in Ghana

2019 ◽  
Vol 4 (6) ◽  
Author(s):  
Afako Jephthah Kwame ◽  
Afako Jeremiah Kwaku ◽  
Tian Hongyun
Keyword(s):  
Service Quality ◽  
Service Provider ◽  
Service Providers ◽  
Mobile Network ◽  
Research Approach ◽  
Customer Choice ◽  
Network Service ◽  
Network Service Provider ◽  
Quality Dimensions ◽  
Service Quality Dimensions

This study examines the effect of service quality on customer choice. Specifically, it investigated the relationship between service quality dimensions and customer choice, examining the effect of service quality dimensions on customer choice and the service quality dimension most preferred by customers. The quantitative research approach was used with a sample of 250 respondents using purposive and convenient sampling technique. Questionnaires were used to collect the data and analyzed using SPSS version 21. With regards to the correlation variables, it showed a strong positive relationship between service quality dimensions and customer choice of a mobile network service provider and the regression variables showed a significant effect between service quality and customer choice indicating that service quality is very important and influence customers’ choice in choosing a mobile network service provider. It was recommended that Mobile network service providers should continue to improve on the service quality dimensions (empathy, responsiveness, reliability assurance, and tangibility). Since customers look out for these dimensions when choosing a mobile network service provider.

scholarly journals The Effect of Perceived Service Quality on Customer Loyalty in Internet Service Providers in Jordan

2012 ◽  
Vol 4 (4) ◽  
Author(s):  
Bader Yousef Obeidat ◽  
Rateb J. Sweis ◽  
Diana Shawqi Zyod ◽  
Ra’ed (Moh’d Taisir) Masa’deh ◽  
Muhammad Alshurideh
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Service Providers ◽  
Internet Service Providers ◽  
Internet Service ◽  
Perceived Service Quality

The effects of service quality on internet service provider customers’ behaviour

2016 ◽  
Vol 28 (3) ◽  
pp. 435-463 ◽  
Author(s):  
Thu Nguyen Quach ◽  
Charles Jebarajakirthy ◽  
Park Thaichon
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Internet Usage ◽  
Additional Contribution ◽  
Internet Service ◽  
Content Type ◽  
Internet Users ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Network Quality

Purpose – The purpose of this paper is threefold: first, to identify the dimensions for evaluating the service quality of internet service providers (ISPs); second, to investigate the relationship between service quality and customers’ behavioural intentions; and third, to investigate the influence of ISP customers’ usage patterns on their perceptions of ISP’s service quality dimensions. Design/methodology/approach – The study employs a sequential exploratory mixed method design incorporating quantitative and qualitative elements. Data in Study 1 was obtained from 2,059 internet users using an online survey. The relationships between the constructs of the proposed conceptual model were tested using structural equation modelling and the bias corrected bootstrapping technique. Also, the moderating effect of internet usage was examined. Study 2 featured 30 in-depth interviews with internet users. Findings – The findings reveal that dominant service quality dimensions for ISPs were network quality, customer service, information quality and privacy. The contribution of these factors to overall service quality was moderated by the internet usage. Results of Study 2 indicate that most respondents with heavy usage found network quality indifferent among ISPs and demonstrated hesitation in direct contact with customer service, making information support the most significant dimension. Additionally, service quality directly influenced customers’ complaining and switching intention. It was clarified in Study 2 that intention to continue the contract also depended on factors such as switching barriers, value and promotional offers. Originality/value – This study is original in that it is among the first studies to attempt to investigate the dimensions of an ISP’s service quality, and its influence on ISP customers’ behaviours. An additional contribution of the study stems from the incorporation of a sequential explanatory mixed methods approach.

scholarly journals A comparison of adoption and service quality between large and small broadband internet service providers in Thailand

2021 ◽  
Vol 11 (8) ◽  
pp. 2211-2224
Author(s):  
Kanokkarn Snae Namahoot ◽  
Viphasiri Jantasri
Keyword(s):  
Service Quality ◽  
Service Providers ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Equation Modeling ◽  
Intention To Use ◽  
Internet Service Providers ◽  
Perceived Ease Of Use ◽  
Internet Service ◽  
Broadband Internet

This research aims to compare the influence of service quality on intention to use broadband internet through attitudes and technology acceptance, as mediator variables between large and small broadband internet service providers (ISPs) in Thailand. A comprehensive review of the literature has modified the development of this behavioral model that explains intention to use of broadband internet. A data set from two groups: large and small broadband ISPs, nationwide survey was conducted in Thailand (n = 928 consumers). The theoretical model was tested using structural equation modeling. The findings show that integrated models have good explanatory power (78.3 percent) to predict customer’s intention to use broadband internet. The results of this study are as follows. Firstly, service quality: tangible, reliability, responsiveness, assurance and empathy, supports second-order factor analysis. Service quality has an influence on attitude, perceived usefulness, perceived ease of use, and intention to use broadband internet both two types of service providers. Secondly, perceived usefulness has a significant effect on attitude, and intention to use only in small companies. Thirdly, attitude, perceived usefulness, and perceived ease of use as mediator variables have a positive effect between service quality and intention to use broadband internet. This study proposes customer acceptance on broadband internet using a modified TAM.to reveal the impact of service quality on intention to use. The results of this study can be replicated and extended to ASEAN countries. The conclusions and implications for management provide alternatives for companies to increase the number of internet users in order to improve overall quality of life.

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