scholarly journals Service quality role on customer’s loyalty of Indonesia internet service provider during Covid-19

2020 ◽  
Vol 13 (2) ◽  
pp. 167
Author(s):  
Indira Rachmawati
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Service Provider ◽  
Information Quality ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
Internet Service ◽  
Behavioral Loyalty ◽  
Attitudinal Loyalty ◽  
Network Quality

<p>The present study developed a conceptual research framework for potential predictors of loyalty to intention and loyalty to the action ofinternet service providers. This study examined whether customer loyalty of Indonesia service provider was related to service quality dimensions (namely network quality, customer service, information quality, security, and privacy) by providing empirical evidence of the relationship among there variables. Customer loyaltywas reflected by the indicators of loyalty to intention, loyalty to action, and willingness to recommend to others. This is to fill the research gap generated by the fact that many previous studies have only studied up to the intention phase and/or have jumped to the action phase without looking at the intention phase.  A quantitative approach through a questionnaire survey was conducted in primary data collection.Out of 400 internet service provider customers surveyed in this study that collected through internet online survey. The findings and results show: Firstly, network quality directly influences attitudinal loyalty. Secondly, customer service directly influences attitudinal loyalty. Thirdly, information quality directly influences attitudinal loyalty. Fourthly, securityand privacynot only directly influence attitudinal loyalty but also influence behavioral loyalty. Finally, attitudinal loyalty directly influences behavioral loyalty. The contribution to academicians interested in the same research topic was the conceptual model. It contributed to the understanding of the cognition-to action loyalty phase framework, also known as the four-stage loyalty phase framework.</p>

Role of social networking platforms as tool for enhancing the service quality and purchase intention of customers in Islamic country

2019 ◽  
Vol 10 (3) ◽  
pp. 811-826 ◽  
Author(s):  
Muhammad Naeem
Keyword(s):  
Social Media ◽  
Service Quality ◽  
Social Networking ◽  
Service Provider ◽  
Purchase Intention ◽  
Discussion Groups ◽  
Internet Service Provider ◽  
Level Of Service ◽  
Internet Service ◽  
Content Type

Purpose Customers are increasingly focused to find reviews, discussions and feedbacks on social media related to particular services in which they are interested. This paper aims to find which social networking platforms are more frequently used to provide reviews related to services, and based on these reviews, how service providing organizations can enhance the level of service quality and purchase intention of customers. Design/methodology/approach The research approach for this study is based on interpretivism assumptions and qualitative research design. The semi-structured and non-directive interviews were conducted to collect data from customers and marketing team of internet service provider and banking organization. These selected organizations have major shares in markets and a large number of customers. The participants were selected based on purposive sampling technique and their contribution in services-related discussion on social networking platforms. Findings Findings of this research highlighted that social networking platforms such as official Facebook page of selected service providing organizations, closed public discussion groups on Facebook, WhatsApp groups of family and friends and YouTube videos comment section are more frequently used to create service reviews and purchase intention of customers. Above all, results also reveal that customers are more frequently used Facebook discussion groups (public or private) for generating services reviews for selected bank and internet service provider. Research limitations/implications The effective and efficient use of these social networking platforms can enhance interactive communication, services reviews, feedbacks, intention to purchase, social influence, social trust and services quality. Furthermore, social media platforms required lower level of advertisement cost and offered huge amount of enquires, discussions, transactions, word of mouth, services stories and interactions of consumers. Originality/value There is rare research available on how and which social networking applications can enhance the level of service quality of services sector organizations especially in the context of Islamic countries. Most of the available literature has been investigated the link of social media and traditional marketing related constructs. This research is exploratory in nature because it investigates under-researched issue regarding the use of social networking applications to enhance the level of service quality and purchase intention of customers.

The Effect of Service Quality on Customers’ Intention: A Case of Internet Service Provider in Malaysia

2019 ◽  
Vol 16 (11) ◽  
pp. 4706-4713
Author(s):  
Nopadol Burananuth ◽  
Panyarat Panthong ◽  
Sumalee Mephong
Keyword(s):  
Service Quality ◽  
Sample Size ◽  
Service Provider ◽  
General Public ◽  
Design Methodology ◽  
Internet Service Provider ◽  
Primary Data ◽  
Internet Service ◽  
Internet Users ◽  
The Relationship

Purpose—This study attempts to find the effect of service quality on internet service provider customers’ behavior. This study used primary data to examine the relationship between the service quality and the customers’ intention. Design/Methodology/Approach—The data in this research was collected from general public of Malaysia through survey based questionnaire. The data was analyzed using the PLS-SEM. The chosen population for conducting this research is internet users with the sample size of 305 respondents.

scholarly journals "Network Sentiment" Framework to Improve Security and Privacy for Smart Home

2018 ◽  
Author(s):  
Tommaso Pecorella ◽  
Laura Pierucci ◽  
Francesca Nizzi
Keyword(s):  
Service Provider ◽  
Smart Home ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
The Internet ◽  
Home Network ◽  
Security Level ◽  
Home Networks ◽  
Internet Service ◽  
Smart Home Network

A Smart Home is characterized by the presence of a huge number of small, low power devices, along with more classical devices. According to the Internet of Things (IoT) paradigm, all of them are expected to be always connected to the Internet in order to provide enhanced services. In this scenario, an attacker can undermine both the network security and the user’s security/privacy. Traditional security measures are not sufficient, because they are too difficult to setup and are either too weak to effectively protect the user or too limiting for the new services effectiveness. The paper suggests to dynamically adapt the security level of the smart home network according to the user perceived risk level what we have called network sentiment analysis. The security level is not fixed, established by a central system (usually by the Internet Service Provider) but can be changed with the users cooperation. The security of the smart home network is improved by a distributed firewalling and Intrusion Detection Systems both to the smart home side as to the Internet Service Provider side. These two parts must cooperate and integrate their actions for reacting dynamically to new and ongoing threats. Moreover, the level of network sentiment detected can be propagate to nearby home networks (e.g. the smart home networks of the apartments inside a building) to increase/decrease their level of security, thus creating a true in-line Intrusion Prevention System (IPS). The paper also presents a test bed for Smart Home to detect and counteract to different attacks against the IoT devices,,Wi-Fi and Ethernet connections .

scholarly journals “Network Sentiment” Framework to Improve Security and Privacy for Smart Home

2018 ◽  
Vol 10 (12) ◽  
pp. 125 ◽  
Author(s):  
Tommaso Pecorella ◽  
Laura Pierucci ◽  
Francesca Nizzi
Keyword(s):  
Service Provider ◽  
Smart Home ◽  
Internet Service Provider ◽  
Security And Privacy ◽  
The Internet ◽  
Home Network ◽  
Security Level ◽  
Home Networks ◽  
Internet Service ◽  
Smart Home Network

A Smart Home is characterized by the presence of a huge number of small, low power devices, along with more classical devices. According to the Internet of Things (IoT) paradigm, all of them are expected to be always connected to the Internet in order to provide enhanced services. In this scenario, an attacker can undermine both the network security and the user’s security/privacy. Traditional security measures are not sufficient, because they are too difficult to setup and are either too weak to effectively protect the user or too limiting for the new services effectiveness. The paper suggests to dynamically adapt the security level of the smart home network according to the user perceived risk level what we have called network sentiment analysis. The security level is not fixed, established by a central system (usually by the Internet Service Provider) but can be changed with the users cooperation. The security of the smart home network is improved by a distributed firewalls and Intrusion Detection Systems both to the smart home side as to the Internet Service Provider side. These two parts must cooperate and integrate their actions for reacting dynamically to new and on going threats. Moreover, the level of network sentiment detected can be propagate to nearby home networks (e.g., the smart home networks of the apartments inside a building) to increase/decrease their level of security, thus creating a true in-line Intrusion Prevention System (IPS). The paper also presents a test bed for Smart Home to detect and counteract to different attacks against the IoT sensors, Wi-Fi and Ethernet connections.

Electronic service quality (e-SQ) measurement: a cross-functional review

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sunil Nandankar ◽  
Amit Sachan ◽  
Arindam Mukherjee ◽  
Arnab Adhikari
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Information Quality ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Future Research ◽  
Functional Domains ◽  
Validity And Reliability ◽  
Content Type ◽  
Electronic Service

PurposeAlthough comprehensive work has been conducted in several scholarly journals in electronic service quality (e-SQ) measurement, there has been no cross-functional review of these studies. The majority of the review studies focus on e-SQ assessment in the field of electronic retail. This paper explores and synthesizes e-SQ evaluation work across the various functional domains in the last two decades and maps critical methodological challenges. It further classifies the dimensions used by researchers in six broad categories for better comprehension.Design/methodology/approachTo analyze and appreciate past e-SQ measurement research, a content assessment of the 50 most relevant research papers from various functional domains drawn from prestigious repositories was undertaken.FindingsThe results indicate shortcomings noticed in methodological issues in the e-SQ measurement research like research approaches, data analysis procedures, sampling methods, generation and purification of items, validity and reliability assessment, and dimensionality analysis. It further reveals that though e-SQ is multi-dimensional and context-specific, dimensions like content/information quality, website design, ease of use/usability, efficiency, security/and privacy, responsiveness, reliability, customer service, trust and fulfillment have been consistently cited in the reviewed studies across the various functional domains.Originality/valueAn assessment of 50 publications over the past 2 decades identifies key areas of concern in the existing research on e-SQ measurement in various functional domains for scholars and professionals. This study also provides a unique categorization of e-SQ dimensions used in various functional domains and has the potential to guide future research.

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.

Direct Interconnection and Investment Incentives for Content Quality

2020 ◽  
Vol 18 (3) ◽  
pp. 169-204
Author(s):  
Soo Jin Kim
Keyword(s):  
Service Provider ◽  
Consumer Surplus ◽  
Internet Service Provider ◽  
Third Party ◽  
The Internet ◽  
Investment Incentives ◽  
Internet Service ◽  
Content Quality ◽  
Internet Backbone ◽  
Network Quality

AbstractThis paper analyzes the effects of direct interconnection agreements in the Internet backbone on content quality investment for content providers (CPs). The model assumes that when the Internet service provider (ISP) has a vertical affiliation with one CP, the ISP directly interconnects the affiliated CP’s traffic to its network for free while collecting a direct interconnection fee from the unaffiliated CP. If the unaffiliated CP’s traffic is indirectly interconnected to the ISP’s network via a third party transit provider, its network quality is lower than that via a direct interconnection. For the CPs’ content quality investments, I find that the affiliated CP invests more in content when the rival indirectly interconnects, leading to a higher total level of content investment. Accordingly, there is a condition under which the ISP does not want to offer direct interconnection to the unaffiliated CP. However, consumers are not always worse off from this interconnection foreclosure. Thus, the regulation of a paid direct interconnection does not necessarily enhance welfare in terms of consumer surplus.

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