The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysian

Abstract

The connectivity of the internet in Malaysia has greatly improved over the past decade, which has contributed to the nation's increased competitiveness and economic expansion. The number of Internet Service Providers (ISPs) has been consistently growing, which has resulted in an increase in the level of competition. Because of this, it is quite important to know the reasons why customers remain loyal to a specific service provider. The purpose of this study is to evaluate how satisfied customers are with their internet service providers in Malaysia, paying particular attention to the role that service quality plays. The responses came from 181 Malaysian post-paid mobile subscribers who filled out a Google form to submit their information. The results of structural equation modelling indicate that the quality of the service provided is a significant predictor of the degree to which a client is satisfied, which in turn leads to tangibles and responsiveness. The findings provide helpful managerial recommendations on how to manage the satisfaction and loyalty of their customers. It is essential for businesses to have the ability to evaluate these aspects from the perspective of the purchasers in order to achieve the goal of better comprehending the wants of the purchasers and, as a result, meeting those requirements.