An Investigation of The Service Quality of Internet Service Provider
| Autor: | Ming-Hua Lee, 李明華 |
|---|---|
| Rok vydání: | 1999 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 87 The purpose of this research is to investigate the service quality of the ISP in Taiwan, and to analyze the difference of customer''s perception and the level of importance of service quality among dial-up customers, corporate customers and ISP. The research focuses on finding the factors that affect the service quality of ISP and understanding the relationships between overall service quality and customer usage behavior. The survey method is employed to collect data. The questionnaire was implemented in Internet WWW server. Total useful samples are 494 from dial-up customers, 47 from corporate customers and 22 from ISP. The results indicate that the five factors that affect the service quality are (1) responsiveness, empathy and assurance (2) physical equipment and company reputation (3) the process of application and payment (4) security (5) content. There exist differences between dial-up customers and corporate customers. All ISP customers have different service quality perception from ISP. The overall service quality and customer usage behavior are related. Finally, in the importance-performance analysis, the research shows that, from customer perspective, ISP need not to improve the quality of content, but they should keep improving physical equipment and company reputation. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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