Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach

Abstract

Internet service providing industry is considered a mainstay for all types of organizations all over the world. In order to be competitive, internet service providers (ISPs) need to realize that all service quality attributes do not carry the same value in customers’ eyes. Therefore, the present study proposes a rationally appealing methodological framework for prioritizing attributes of the SERVQUAL model without restricting them to their dimensions. The responses on 22 attributes of service quality collected from 401 internet users were processed through a triangulation approach comprising three ranking methods: Relative to an Identified Distribution Integral Transformation (RIDIT), Grey Relational Analysis (GRA), and Technique for Order Preference by Similarity to Ideal Solution (TOPSIS). A correlational study of these results was also computed using Spearman’s rank-order correlation coefficient, which proved positive. The consistent outcomes reveal a definite set of users’ priorities for the quality attributes of internet services, and it denies the general thought that the rate of internet service providers is the primary concern of customers. The findings uniquely contribute by highlighting important facets of service quality from customers’ viewpoint. The study would benefit ISPs to empathize customers’ needs corresponding to essential attributes. In this way, they would be able to rationalize the budget for top-ranked features, and redesign operational strategies accordingly.

Work from home connection: a cluster analysis based on the Internet service attributes towards subscribers profile

“…Jönke (2012) concluded that the more customers use the Internet on a regular basis, the more they need and appreciate instant support. Adusei and Tweneboah-Koduah (2019) revealed that after-sales services influenced customer satisfaction in a positive direction so that the level of technical support activities employed by a business organization to a large extent determines the level of profit margin to be made and the level of customer patronage (Mahmood & Manzoor, 2021; Visnjic, Wiengarten, & Neely, 2016).…”

“…Based on previous studies on the topic of ISPs, consumer preference for Internet service packages is among the important studies we need to understand (Pan, Ma, & Wu, 2018; Tanford, Baloglu, & Erdem, 2011; Maeng, Kim, & Shin, 2020). These studies reveal that an average of 40% of home Internet consumers switch their service providers annually not only because of price but based on different factors (Mahmood & Manzoor, 2021; Dos Santos & Basso, 2012). These studies also revealed that the level of churn rate for telecommunications industry customers continues to increase by a steady 29% annually.…”

Maintaining sustainable use of the Indonesian telecommunications provider

“…Service attributes play a pivotal role in influencing consumer decisions and preferences (Chia-Jung & Pei-Chun, 2014;Choi et al, 2020;Nguyen et al, 2019). Understanding attributes is crucial for providers to discern the features and types of services customers are inclined to purchase (Mahmood & Manzoor, 2021). The relationship between the importance of service attributes and customer satisfaction can be dynamic, contingent on performance (Kim et al, 2023;Suryani et al, 2022)…”

An investigation of Internet Service Provider selection criteria: A systematic literature review

“…Currently, the Internet is considered one of the fundamental pillars for any governmental or private institution to achieve its objectives [1]. With the rapid technological advancements, which lead to short product life cycles and increased competition, it has become imperative for ISP companies to attain and sustain competitive advantages [2,3].…”

“…The results indicate a decline in the importance of criteria related to cost and prices and an increase in the importance of criteria such as quality, reliability, and performance, as evidenced by their repeated mention in the literature. 1 -156…”