scholarly journals Factors Affecting Customer Satisfaction in the Internet Service Industry (Exploratory Study of Internet Service Providers in Erbil - Kurdistan Region)

2019 ◽  
Vol 9 (1) ◽  
pp. 50-63
Author(s):  
Bahzad Taher Salim ◽  
Sirwan Latif Haji ◽  
Rizgar Saed Hussein
Keyword(s):  
Customer Satisfaction ◽  
Service Industry ◽  
Service Providers ◽  
Developed Countries ◽  
The Internet ◽  
Kurdistan Region ◽  
Internet Service ◽  
Factors Affecting ◽  
The Past ◽  
Present Decade

The term “customer satisfaction” is a basic marketing expression constructed in the past three decades. In the past, it was an unpopular and unaccepted concept, as the aim of companies was to gain new customers rather than retain the existing ones. However, companies realized and understood the significance of customer satisfaction (especially service producing companies) and have adopted it as the highest priority of their operational goals in the present decade. This study aims to examine overall customer satisfaction with the internet service in the Kurdistan Region of Iraq, factors affecting satisfaction and the relationship between satisfaction and demographics. Data were collected from 400 customers who were randomly selected. The results gained in this study revealed that 81.5% of respondents were satisfied. The combination of network quality, billing, speed, and customer support (internet services attributes) indicated a relationship with satisfaction, while age, education, gender, and employment variables indicated no relationship. Results show that the rate of satisfaction is high but the internet service companies can improve their services to reach the level of developed countries.

Corporate image no longer leads to customer satisfaction and loyalty: a Malaysian perspective

2018 ◽  
Vol 60 (4) ◽  
pp. 934-952 ◽  
Author(s):  
Krishna Moorthy ◽  
Loh Chun T’ing ◽  
Seow Ai Na ◽  
Chew Tze Ching ◽  
Lee Yuin Loong ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Service Providers ◽  
Perceived Quality ◽  
Corporate Image ◽  
The Internet ◽  
Internet Service Providers ◽  
Price Fairness ◽  
Internet Service ◽  
Content Type

Purpose This paper aims to study the factors that influence customer loyalty toward the internet service providers in Malaysia. The five factors used are corporate image, perceived quality, perceived value, price fairness and promotion. The mediating variable of this study is customer satisfaction, while customer loyalty is the study variable. Design/methodology/approach The primary data collection has been done by distributing survey questionnaires to 338 internet users in Malaysia. The data collected have been analyzed with SAS software. Findings The results showed that perceived quality has the strongest influence on customer satisfaction toward internet service providers in Malaysia. However, corporate image has no relationship with customer satisfaction toward internet service providers in Malaysia. Furthermore, customer satisfaction has a significant and positive relationship to customer loyalty toward the internet service providers in Malaysia. Originality/value European Customer Satisfaction Index has been adopted and combined with price fairness and promotion as a new research model that other researchers may look into it further. This research may also serve as a guide to internet service providers as they may learn about the underlying factors that affect the satisfaction and loyalty of customers and which factor has the strongest impact.

The Elusive Last Mile to the Internet

2011 ◽  
pp. 90-108
Author(s):  
V. Sridhar ◽  
Piyush Jain
Keyword(s):  
Developing Countries ◽  
High Speed ◽  
Service Providers ◽  
Developed Countries ◽  
Lessons Learned ◽  
The Internet ◽  
Internet Service ◽  
Increasing Demand ◽  
Internet Performance ◽  
The Developed Countries

As organizations continue to Web-enable mission-critical network-centric information systems, reliable and high bandwidth connectivity to the Internet is essential. While glut of Internet bandwidth is being witnessed in the developed countries, Internet services are still in their infancy in developing countries. Getting high-speed access to the Internet, especially in the remote areas of developing countries, poses challenges due to poor telecommunications infrastructure. With limited bandwidth available from service providers, network managers have to find ways other than simple raw bandwidth increments to meet the increasing demand from the users, especially for improved Web performance. While metrics for measuring Internet performance are being refined by researchers, defining service level agreements with the Internet service providers based on these metrics is challenging, especially in an evolving market. This case highlights the experiences and lessons learned from such an exercise at the Indian Institute of Management located in Lucknow, India.

Cyberpolitik

ADALAH ◽  
2020 ◽  
Vol 4 (2) ◽  
Author(s):  
Munadhil Abdul Muqsith
Keyword(s):  
Political Communication ◽  
Total Population ◽  
Service Providers ◽  
Mailing List ◽  
The Internet ◽  
Internet Service Providers ◽  
Internet Service ◽  
Internet Users ◽  
Internet Media ◽  
First Time

Abstract:The internet developed for the first time in Indonesia in the early 1990s. Starting from the pagayuban network, it is now expanding without boundaries anywhere. A survey conducted by the Indonesian Internet Service Providers Association (APJII) said that the number of internet users in Indonesia in 2012 reached 63 million people or 24.23 percent of the country's total population. Next year, that figure is predicted to increase by close to 30 percent to 82 million users and continue to grow to 107 million in 2014 and 139 million or 50 percent of the total population in 2015. million people. This matter also results in political communication with the internet media, or is often said to be cyber politics. Cyber politics in Indonesia has faced growth in recent years. There are many facilities that support the growth of cyber politics, such as Facebook, Twitter, mailing list, YouTube, and others.Keywords: Cyberpolitik, Internet  Abstrak:Internet berkembang pertama kali di Indonesia pada awal tahun 1990-an. Diawali dari pagayuban network kini berkembang luas tanpa batas dimanapun juga. Suatu survei yang diselenggarakan Asosiasi Penyelenggara Jasa Internet Indonesia (APJII) mengatakan kalau jumlah pengguna internet di Indonesia tahun 2012 menggapai 63 juta orang ataupun 24,23 persen dari total populasi negeri ini. Tahun depan, angka itu diprediksi naik dekat 30 persen jadi 82 juta pengguna serta terus berkembang jadi 107 juta pada 2014 serta 139 juta ataupun 50 persen total populasi pada 2015. juta orang. Perihal ini pula berakibat pada komunikasi politik dengan media internet, ataupun kerap diucap dengan cyber politic. Cyber politic di Indonesia hadapi pertumbuhan sebagian tahun terakhir. Banyaknya fasilitas yang menunjang pertumbuhan cyber politic semacam terdapatnya facebook, Twitter, mailing list, youtobe, serta lain-lain.Kata Kunci: Cyberpolitik, Internet 

Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

2019 ◽  
Vol 10 (2) ◽  
pp. 168-177
Author(s):  
Haerdiansyah Syahnur ◽  
Jafar Basalamah
Keyword(s):  
Customer Satisfaction ◽  
Gap Analysis ◽  
Service Providers ◽  
Customer Management ◽  
Quadrant Analysis ◽  
Internet Service Providers ◽  
Internet Service ◽  
Actual Performance ◽  
Satisfaction Index ◽  
Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

scholarly journals Revenue-Maximizing Radio Access Technology Selection with Net Neutrality Compliance in Heterogeneous Wireless Networks

2018 ◽  
Vol 2018 ◽  
pp. 1-9
Author(s):  
Elissar Khloussy ◽  
Yuming Jiang
Keyword(s):  
Service Providers ◽  
Blocking Probability ◽  
Heterogeneous Wireless Networks ◽  
Technology Selection ◽  
The Internet ◽  
Net Neutrality ◽  
Internet Service ◽  
Access Technology ◽  
Radio Access Technology ◽  
Radio Access

The net neutrality principle states that users should have equal access to all Internet content and that Internet Service Providers (ISPs) should not practice differentiated treatment on any of the Internet traffic. While net neutrality aims to restrain any kind of discrimination, it also grants exemption to a certain category of traffic known as specialized services (SS), by allowing the ISP to dedicate part of the resources for the latter. In this work, we consider a heterogeneous LTE/WiFi wireless network and we investigate revenue-maximizing Radio Access Technology (RAT) selection strategies that are net neutrality-compliant, with exemption granted to SS traffic. Our objective is to find out how the bandwidth reservation for SS traffic would be made in a way that allows maximizing the revenue while being in compliance with net neutrality and how the choice of the ratio of reserved bandwidth would affect the revenue. The results show that reserving bandwidth for SS traffic in one RAT (LTE) can achieve higher revenue. On the other hand, when the capacity is reserved across both LTE and WiFi, higher social benefit in terms of number of admitted users can be realized, as well as lower blocking probability for the Internet access traffic.

scholarly journals Factors Driving Customer Satisfaction at Shopping Mall Food Courts

2020 ◽  
Vol 13 (3) ◽  
pp. 27
Author(s):  
Maram A. Mahin ◽  
Iman M. Adeinat
Keyword(s):  
Customer Satisfaction ◽  
Competitive Advantage ◽  
Food Quality ◽  
Structural Equation ◽  
Service Industry ◽  
Service Providers ◽  
Descriptive Analysis ◽  
Shopping Mall ◽  
Equation Modeling ◽  
Food Variety

In the service industry, when providers generate a high level of customer satisfaction, they can gain and maintain a major competitive advantage in the marketplace. This competitive advantage can, in turn, lead directly to high profitability and growth. In the present competitive consumer landscape, world, shopping malls must deliver high-quality service to customers given that as a service ecosystem the mall must optimize its own resources and the resources of others to improve both its own circumstances and those of others. Against this general background, in this study, we assess the quality attributes of a food court located in a shopping mall by identifying factors related to the shopping mall—ambience, food variety, convenience, the tenants in the food court, food quality, food price, and restaurant staff. A descriptive analysis and a multivariate analysis, including structural equation modeling, are performed using IBM SPSS and AMOS statistical software. The results of the factor analysis indicate that food quality, followed by convenience and food variety, is the most important factor driving customer satisfaction. The results highlight the importance of networks between different stakeholders in such an ecosystem and provide developers and service providers with information in regard to the attributes most implicated in predicting customer satisfaction in a food court. On this basis, customers are viewed not only as evaluators but also as partners in producing service.

STRATEGIC INTERACTION OF PROVIDERS FOR DIFFERENTIATED INTERNET SERVICES

2021 ◽  
Vol 6 ◽  
pp. 102-113
Author(s):  
Alexey Gaivoronski ◽  
◽  
Vasily Gorbachuk ◽  
Maxim Dunaievskiy ◽  
◽  
...  
Keyword(s):  
Service Providers ◽  
Network Capacity ◽  
Global Network ◽  
High Price ◽  
The Internet ◽  
Internet Services ◽  
Net Neutrality ◽  
Internet Service Providers ◽  
Video Content ◽  
Internet Service

As computing and Internet connections become general-purpose technologies and services aimed at broad global markets, questions arise about the effectiveness of such markets in terms of public welfare, the participation of differentiated service providers and end-users. Motorola’s Iridium Global Communications project was completed in the 1990s due to similar issues, reaching the goal of technological connectivity for the first time. As Internet services are characterized by high innovation, differentiation and dynamism, they can use well-known models of differentiated products. However, the demand functions in such models are hyperbolic rather than linear. In addition, such models are stochastic and include providers with different ways of competing. In the Internet ecosystem, the links between Internet service providers (ISPs) as telecommunications operators and content service providers are important, especially high-bandwidth video content providers. As increasing bandwidth requires new investments in network capacity, both video content providers and ISPs need to be motivated to do so. In order to analyze the relationships between Internet service providers and content providers in the Internet ecosystem, computable models, based on the construction of payoff functions for all the participants in the ecosystem, are suggested. The introduction of paid content browsing will motivate Internet service providers to invest in increasing the capacity of the global network, which has a trend of exponential growth. At the same time, such a browsing will violate the principles of net neutrality, which provides grounds for the development of new tasks to minimize the violations of net neutrality and maximize the social welfare of the Internet ecosystem. The models point to the importance of the efficiency of Internet service providers, the predictability of demand and the high price elasticity of innovative services.

Using Ontological E-Services Framework to Orchestrate E-Business Process Services

2018 ◽  
pp. 605-630
Author(s):  
Tung-Hsiang Chou ◽  
Ching-Chang Lee ◽  
Chin-Wen Lin
Keyword(s):  
Web Services ◽  
Web 2.0 ◽  
Business Models ◽  
Service Providers ◽  
The Internet ◽  
Semantic Web Technologies ◽  
Internet Service ◽  
Web Technologies ◽  
Framework Design ◽  
Internet Users

The Internet has come a long way over the past twenty years, and many Internet-era enterprises have had to face daunting challenges while trying to create innovative business models. Many types of Internet interactions can facilitate networking (e.g., The Web, Web services). Since the advent of the Internet, service requesters and service providers have generated diverse electronic services (e-services), and since 2003, many experts have proposed the concept of Web 2.0. People rely on Internet e-services to execute activities and meet requirements; however, e-services lack a standardization method for constructing and managing them. The current study presents a framework design and a comprehensive interface for e-service providers and requesters. The study adopts the concept of Web 2.0 by using Web services with related standards for developing the framework design. Specifically, the study uses semantic Web technologies to complete the construction of e-services. After that, Internet users can quickly and conveniently access the framework to obtain suitable e-services.

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