Authors: Muhammed Anwar & Shanya Nawzad & Banna Qadir
Abstract: The purpose of this research is to investigate internet service quality in the KRI and to explore its effect on customer approval. The idea of this research came into existence from the fact that internet is quite new to the KRI customers, but it is also a sector which shows great development in the region and tends to get more common as time passes. The research at hand evaluates the relationship of Internet service provider’s (ISP) quality aspects with the Trust, perception of value, and commitment. The collected data was obtained through an online survey aimed at academic scholars in the KRI mostly. The sample consisted of 444 individuals. The study focuses on the customer’s usage of different ISPs and their overall perceived value, trust, and commitment to the ISP. An ISP’s service quality is affected by these four factors: (1) network quality, (2) customer service, (3) information quality and (4) security and privacy. It can be noticed from the results that most factors affect the perceived Value, Trust, and Commitment. However, only security and privacy have a considerable positive impact on Trust. When it comes to Customer Value, only Network Quality has a significant positive impact, and Information Quality is the only factor which is directly correlated to Customer Commitment.
Keywords: Customer Commitment, Perceived Value, Trust, Customer Service Quality, Internet Service Provider (ISP), Network Quality
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International Journal of Social Sciences & Educational Studies
ISSN 2520-0968 (Online), ISSN 2409-1294 (Print), September 2018, Vol.5, No.1