Please use this identifier to cite or link to this item: https://rda.sliit.lk/handle/123456789/1654
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dc.contributor.authorRashad, M.N.M.-
dc.contributor.authorHansini, M.P.-
dc.contributor.authorMuthugala, M.H.N.-
dc.contributor.authorKarunarathne, U.W.S.P.-
dc.contributor.authorMunasinghe, R.M.-
dc.contributor.authorBulathsinghala, A.S.K.-
dc.date.accessioned2022-03-15T06:14:03Z-
dc.date.available2022-03-15T06:14:03Z-
dc.date.issued2019-12-10-
dc.identifier.isbnE-Copy : 978-624-6010-01-0-
dc.identifier.issnHard Copy : 978-624-6010-00-3-
dc.identifier.urihttp://rda.sliit.lk/handle/123456789/1654-
dc.description.abstractThe tracking of Service Quality is an important consideration for a business as customers may go with an alternative service provider if they are dissatisfied with the standard. In particular we look at Internet Service Providers (ISP) and research the impact of Internet Service Quality (ISQ) on Customer Satisfaction. The prevailing COVID-19 situation in Sri Lanka reveals the importance of this study as government rules and regulations have been imposed to promote work from home, online learning and online entertainment. Previous studies have looked at the influence of ISQ on Customer Satisfaction in other countries – however to the best of our knowledge, no such evaluation has been done in Sri Lanka. Furthermore, in the context of COVID-19 the existing literature is lacking. Past research identifies the following factors which impact ISQ: Tangibility, Assurance, Empathy, Reliability, Responsiveness (Eze, et al., 2008) and Price (Joudeh & Dandis, 2018). This study was carried out as a deductive study and a quantitative method was employed. Our sample included 500 respondents obtained from the convenience sampling method by distributing a questionnaire survey among university undergraduates within Sri Lanka. The findings revealed that there is a positive relationship between Internet Service Quality and Customer Satisfaction. The study was also able to extract insights for ISP managers by highlighting the aspects of ISQ which can satisfy their customer base as well as measures which could be taken with reference to the practice gaps identified.en_US
dc.language.isoenen_US
dc.publisherSLIIT Business Schoolen_US
dc.relation.ispartofseries;107-116 pp.-
dc.subjectService Qualityen_US
dc.subjectInternet Service Qualityen_US
dc.subjectCustomer Satisfactionen_US
dc.subjectMobile Telecommunication Industry (MTI)en_US
dc.titleANALYSIS OF CUSTOMER SATISFACTION AND INTERNET SERVICE QUALITY DURING THE COVID 19 PANDEMIC IN SRI LANKAen_US
dc.typeArticleen_US
Appears in Collections:14th SLIIT Business School Students’ Research Conference (SBSSRC 2021)



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