The service industry is fast becoming a growth catalyst in most economies, driven by the strategic roles of information and communication technologies (ICTs). Accordingly, strong foundations for future prosperity in Malaysia may depend on the successful deployment of new technologies. A key challenge, of interest to practitioners and academics, therefore, is the assessment of customer satisfaction. What appears unavailable is documentation on critical issues involved and how to address them. This paper, therefore, examines the influence of Malaysian ISPs’ service quality on customer satisfaction. We used survey questionnaire to collect data from 400 respondents. Analysis reveals that Tangibles, Empathy, Responsiveness and Assurance were all significant, but Reliability was insignificant. ISPs in Malaysia could use findings in this paper to assess and enhance their service quality provision. Related government agencies may also use the findings to develop policy directions on Internet infrastructure, which could enable overall better service provision for Malaysian residents.
Eze, Uchenna Cyril; Sin, Tan Khong; bin Ismail, Hishamuddin; and Siang, Poong Yew, "ISPs’ Service Quality and Customer Satisfaction in the Southern Region of Malaysia" (2008). ACIS 2008 Proceedings. 55.