An Evaluation of the Extent to Which Users’ Internet Service Uptake is Influenced by Customer Perceptions of Quality Internet Services

: a Study in Abuja, the Federal Capital Territory, Nigeria

Abstract

This research critically evaluates the extent to which users’ Internet service uptake is influenced by customer perceptions of quality Internet services. Five research objectives have been defined, namely: (i) Investigate the extent to which ISPs’ service performance relates to customer satisfaction. (ii) Examine the extent to which the interactions between ISPs’ service performance and moderators influences customer satisfaction. (iii) Examine the relationship between customer satisfaction and the behavioural intention of customers. (iv) Determine the extent of the relationship between ISPs’ service performance and the behavioural intention of customers via the mediation of customer satisfaction. (v) Determine the extent to which customer satisfaction mediates the moderated relationships between ISPs’ service performance and the behavioural intention of customers.
It contributes to knowledge by providing a framework and methodology that shows how customer perception of ISPs’ service performance influences customer satisfaction and behavioural intention (customer loyalty). It shows that the interactions of ISPs’ service performance with moderators have an influence on customer satisfaction and behavioural intention that has not been considered in previous studies. It also reveals that adequate consideration should be given to functional and technical qualities in consonance with the quality dimensions.
Pragmatic philosophy was adopted with mixed methods conducted sequentially (i.e., qualitative, quantitative and qualitative). Data were obtained through exploratory study conducted via focus groups; questionnaires administered to 1504 participants; and 25 participants interviewed. The quantitative data was analysed using descriptive and inferential statistics such as correlation and regression analysis, while qualitative data was examined through thematic analysis.
The study confirms that ISPs’ service performance dimensions and the relationships amongst the variables tested in line with the research objectives are relevant and appropriate. However, it reveals the key ISPs’ service performance dimensions as network quality, information quality, security and privacy that predict customer satisfaction and behavioural intention. Statistically, customer service and technical support does not significantly influence customer satisfaction.

Date of Award	2022
Original language	English
Awarding Institution	Coventry University Buckinghamshire New University