Impact of Internet Service Quality on Customer Satisfaction Special Reference to Internet Service Providers During COVID – 19 Period

Abstract

Customers may switch to a different service provider if they are displeased with the standard, hence tracking service quality is crucial for a firm. The influence of Internet Service Quality (ISQ) on Customer Satisfaction will be studied in detail by the researcher. The relevance of this study is highlighted by the current COVID-19 scenario in Sri Lanka, where government laws and restrictions have been implemented to promote work from home, online learning, and online entertainment. Previous research in other countries have looked at the impact of ISQ on customer satisfaction; however, to our knowledge, no such study has been conducted in Sri Lanka. Furthermore, earlier study looked at a variety of scenarios, including the discovery of research gaps; however, in the context of COVID-19, the research gaps were identified. Past research identifies the following factors which impact ISQ: Tangibility, Assurance, Empathy, Reliability, Responsiveness and Price. This study was carried out as a deductive study and a quantitative method was employed. The convenience sample approach was used to collect 505 responses by distributing a questionnaire survey to consumers in Sri Lanka's Western region. Statistical Package for Social Science (SPSS) version 23 was used to analyze the data. The studies indicated that Internet Service Quality and Customer Satisfaction had a favorable association. The study was also able to provide insights for ISP management by emphasizing areas of ISQ that can satisfy their customer base, as well as actions that might be implemented in response to the observed practice gaps.