Abstract
PurposeThis paper sets out to investigate cybercafés' change of internet service providers (ISPs) in Nigeria.Design/methodology/approachEmploys a survey design using questionnaires to collect data from 89 cybercafé entrepreneurs/managers in four states of Nigeria (Delta, Edo, Lagos, and Ogun), and analyses the data using frequency counts and percentages.FindingsThe findings reveal that most cybercafés were established between 2002 and 2003. The majority of the cybercafés have ten PCs connected to the net, while a greater number of them are connected to the net via wireless means. A good number of cybercafés have changed ISPs once. The lack of or poor technical support and frequent loss of contact/signals with the ISP were two of the reasons reported for cybercafés changing their ISP. Cybercafés would like ISPs to increase their speed of transmission, etc., to serve them better. It is recommended that cybercafés should obtain adequate information before engaging ISPs, and that ISPs should conduct periodic customer assessment of their service in order to improve on their services.Originality/valueThis research and its findings will assist Nigerian (and other) ISPs to improve their services to their clients. Using the results of this study, cybercafés and other ISP clients will know what to take into consideration before signing up with any ISP.
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