Internet Services Industry Research Articles

Transformación digital en la gestión de atención al cliente en las PYMES de servicios de internet en la ciudad de Cañar

The present study analyzed the digital transformation in customer service management in small and medium-sized enterprises (SMEs) of internet services in Cañar. The methodology was based on a quantitative approach supported by a field research design. Data was collected through a structured questionnaire statistically validated using Cronbach's alpha coefficient to ensure reliability and consistency. The target population consisted of managers of internet services SMEs and customers of these companies. The results revealed a clear tendency towards adopting of technologies, including communication channels, artificial intelligence, and chatbots. Managers emphasized the importance of these tools to improve consumer service and operational efficiency. About the customers, it was found that most use high-frequency fiber optic services and are satisfied with the service’s quality. Overall satisfaction with customer service was positive, although areas of opportunity were identified to improve the customer experience. In conclusion, this research highlights the growing importance of digital transformation in the Internet service industry, adopting digital technologies to improve customer service and meet changing demands.

Feature-Based Suitability Study of EIGRP and OSPF Routing Protocols for Healthcare, Banking and ISPs Enterprises Networks’ Optimization

Due to the broadening of services from industrial enterprises to customers, the industrial network has gained more significance than what is really thought. As a part of this revolution, this paper tried to introduce the best suitable routing option for the healthcare, banking and internet services industries to optimize the routing department of their enterprises. RIP is not associated with this study, being out of favor in the industries due to hop count limitation. The idea behind doing such a thing is to avoid improper implantation of routing inside the enterprises which causes lack of optimization in routing department. The method which is selected for this paper is qualitative case study of banking, healthcare and internet services industries with unstructured interviews of IT experts of the respected industries in an open-ended questions fashion. The results were illustrated based on the stories and the discussion of the stories is the main contributor to the result of the study. The evaluation results of the stories have illustrated, that EIGRP is a suitable routing option for health care and banking, while OSPF can be suitable for the internet services industry. The implication of the study can be optimized network of industries such as healthcare, banking and internet services and it introduces the best suitable routing option for the demanded industries with the case study method and narrative analysis of the stories, which start from load balancing type and ends to demanded routing protocol, while reaching to demanded routing protocol, it introduces the best suitable routing option of that industry.

Quantitative Multi-factor Stock Selection Strategy Based on Internet Service Industry

As a matter of fact, with regard to stock investment practice, quantitative strategies have become popular with the rapid development of China's capital market. Plenty of quantitative strategies have been proposed and implemented into the Chinese markets, where multi-factor stock selection is one of them. Based on the multi-factor model commonly used in quantitative investment, this article selects relevant data of the Internet service industry in the A-share market from 2018 to 2022, conducts an industry-level empirical test on 15 factors in 5 categories that are widely used, and constructs investments accordingly combination. According to the analysis, the research found that the stock portfolio constructed based on the above method can outperform the market, far exceeding the performance of the CSI 300 during the same period, indicating that the multi-factor model is still effective in the Internet service industry, and this industry has high investment value. Overall, these results shed light on guiding further exploration of quantitative analysis of stock market.

Analisis Sentimen Ulasan Produk Layanan Internet di Twitter Menggunakan Naive Bayes Classifier

This research aimed to conduct sentiment analysis on user reviews of Indihome, one of Indonesia's leading internet service providers, using data collected from Twitter. With a growing user base of 7 million, Indihome achieved an impressive revenue growth rate of 48% by the end of 2019. To assess user satisfaction, sentiment analysis was performed on tweets containing the keyword "indihome" between July 1 and July 11, 2022. A total of 10,000 tweets and retweets were collected and subjected to data preprocessing, manual labeling, and training using the Naive Bayes Classifier method. The training phase involved 1,000 tweets, equally divided between positive and negative sentiments, manually labeled for accuracy. For evaluation, 200 labeled tweets were used as testing data. The sentiment analysis results were remarkable, with 98% accuracy achieved for the training data and 91% for the testing data. These findings demonstrate the effectiveness of the Naive Bayes Classifier in accurately determining sentiment from Indonesian-language tweets about Indihome's services. By analyzing user opinions expressed on Twitter, this study provides valuable insights into the level of user satisfaction with Indihome as an internet service provider. Leveraging sentiment analysis applications on Twitter social media enables companies like Indihome to gain a deeper understanding of customer sentiment and make informed decisions to improve their services. The research showcases the importance and effectiveness of sentiment analysis in evaluating user feedback and enhancing customer satisfaction in the internet service industry.

Work from home connection: a cluster analysis based on the Internet service attributes towards subscribers profile

PurposeThe purpose of the study is to discover clusters or homogenous groups of work-from-home (WFH) Internet subscribers in the Philippines based on the attributes of speed, network quality, customer service, after-sales support, price, contract and value for money. Another objective is to determine if the formed clusters are related to the demographic profile.Design/methodology/approachA total of 275 internet subscribers from Metro Manila were surveyed. K-means cluster analysis using the Hartigan-Wong algorithm was performed on the data to generate the clusters.FindingsResults generated four significant clusters, which were named service value expecters, average expecters, low expecters and high expecters. Most of the subscribers are under the high expecters, followed by the service value expecters. The age and income of the subscribers are the profile that can affect the formulation of clusters in the Internet service industry. Those people in the younger age groups can be seen as more demanding, while older people tend to be content with the Internet service. Counter-intuitively, people with higher income seem to be more easily satisfied with Internet service features, while those people with lower income seem to be more demanding. Educational attainment and the number of household members do not have a direct effect on the formulation of clusters of Internet subscribers.Originality/valueThis is the first study to use cluster analysis in identifying possible segments of WFH Internet subscribers based on Internet service attributes. Its value is the provision of market segments based on which can be the basis for formulating marketing strategies and policies for the telecommunications industry.

ANALISIS PROBLEMATIK INDUSTRI DARI JASA WARNET DENGAN METODE KONSTRUK SERVQUAL PARASURAMAN

Internet cafes is a place which provides internet access infrastructure with a variety of connections and using computer as access device so that users can access the Internet and acquire services in the field of information technology. The purpose of this study is to find factors that exist in the service quality cafe business and know the dimensions of service quality are the most influential in the Internet service industry. The method used in the analysis is descriptive analysis Statistik, T test and regression analysis. With the object of a study internet cafes in Malang. From the results of research to know If construct originally by parasuraman etall initially 22 items consisting of 5 dimensions constituent, on a case study in the cafe reduced to 9 items, Gaps on Internet services as measured by the concept servqual. Produce a measure of quality service at the internet cafe. In this study the gaps in the service quality dimensions sequentially from the largest value to the smallest value is Assurance (-1.1115), Empathy (-1.0732), Responsiveness (-0.7834), Tangible (-0.1847) and Reliability (0.0191). Value of r = 1 = 100% means that the quality of service on Internet service can be described by the five constituent dimensionsthat is, empathy, reliability, assurance, responsiveness, and tangible. Standard error of estimate are at zero (0) proves that the regression model appropriate was used to predict the dependent variable or the quality of service.

ANALISIS PROBLEMATIK INDUSTRI DARI JASA WARNET DENGAN METODE SERVQUAL

Internet cafes is a place which provides internet access infrastructure with a variety of connections and using computer as access device so that users can access the Internet and acquire services in the field of information technology. The purpose of this study is to find factors that exist in the service quality cafe business and know the dimensions of service quality are the most influential in the Internet service industry. The method used in the analysis is descriptive analysis Statistik, T test and regression analysis. With the object of a study internet cafes in Malang. From the results of research to know If construct originally by parasuraman etall initially 22 items consisting of 5 dimensions constituent, on a case study in the cafe reduced to 9 items, Gaps on Internet services as measured by the concept servqual. Produce a measure of quality service at the internet cafe. In this study the gaps in the service quality dimensions sequentially from the largest value to the smallest value is Assurance (-1.1115), Empathy (-1.0732), Responsiveness (-0.7834), Tangible (-0.1847) and Reliability (0.0191). Value of r = 1 = 100% means that the quality of service on Internet service can be described by the five constituent dimensionsthat is, empathy, reliability, assurance, responsiveness, and tangible. Standard error of estimate are at zero (0) proves that the regression model appropriate was used to predict the dependent variable or the quality of service.

ANALISIS PROBLEMATIK INDUSTRI DARI JASA WARNET DENGAN MENGGUNAKAN METODE SERVQUAL

Internet cafes is a place which provides internet access infrastructure with a variety of connections and using computer as access device so that users can access the Internet and acquire services in the field of information technology. The purpose of this study is to find factors that exist in the service quality cafe business and know the dimensions of service quality are the most influential in the Internet service industry. The method used in the analysis is descriptive analysis Statistik, T test and regression analysis. With the object of a study internet cafes in Malang. From the results of research to know If construct originally by parasuraman etall initially 22 items consisting of 5 dimensions constituent, on a case study in the cafe reduced to 9 items, Gaps on Internet services as measured by the concept servqual. Produce a measure of quality service at the internet cafe. In this study the gaps in the service quality dimensions sequentially from the largest value to the smallest value is Assurance (-1.1115), Empathy (-1.0732), Responsiveness (-0.7834), Tangible (-0.1847) and Reliability (0.0191). Value of r = 1 = 100% means that the quality of service on Internet service can be described by the five constituent dimensionsthat is, empathy, reliability, assurance, responsiveness, and tangible. Standard error of estimate are at zero (0) proves that the regression model appropriate was used to predict the dependent variable or the quality of service.

Is brand experience a good mediator? An empirical study on ISP sector

Notwithstanding the increasing acknowledgment of prominence of Brand Loyalty (BL), in business performance, research efforts directed at investigating the relationship among Brand Service Quality (ServQ), Brand Experience (BE), Brand Trust (BT) and Brand Loyalty (BL) in the context of Kurdistan Region internet service industry, have largely been neglected. Therefore, the principal objective of this study is to fill this void. Service quality in this research is measured in two dimensions: technical and functional, while BE is measured in four dimensions: sensory, affective, intellectual, and behavioral. In particular, the current study seeks to explore the direct effects of Technical Service Quality (TQ) and Functional Service Quality (FQ) on consumer BE, BT and BL; and the mediating role of BE in brand service quality – brand trust relationship. Moreover, the direct impact of BT on BL along with the mediating role of BT in the BE-BL relationship will also be examined. To empirically test the posited research hypotheses, data is collected from internet consumers in Sulaymaniyah and Erbil provinces of the Kurdistan region in Iraq. In total, 485 internet users were interviewed in the region. The collected data were analyzed using IBM AMOS 23. Findings demonstrate that the Technical Quality of internet services impacts Brand Experience more positively than Functional Quality does. On the contrary, Functional Quality affects the customer Brand Trust directly while Technical Quality does not have any direct impact on the customer Brand Trust. Secondly, It is also observed that Brand Experience significantly mediates the relations between Technical Quality and Brand Trust. The direct impact of the Functional Quality on Brand Trust was stronger than the mediation effect of Brand Experience between Functional Quality and Brand Trust. It was observed that Brand Trust had a significant impact on customer Brand Loyalty. Lastly, Brand Trust significantly mediates the relations between Brand Experience and Brand Loyalty.

Influence of CSR and leadership style on sustainable performance: moderating impact of sustainable entrepreneurship and mediating role of organizational commitment

Nowadays, sustainable performance (SP) has become an obligation of every organization globally, which captures the attention of recent researchers and policymakers. Following the green theory, this study aims to examine the impact of corporate social responsibilities (CSR), transactional and transformational leadership on the SP. Besides, examining the moderating role of sustainable entrepreneurship and mediating role of organizational commitment among the nexus of CSR, transactional and transformational leadership, and SP is another target of this research. This study adopted the questionnaires to collect the data from the respondents of the internet services industry in China, and structural equation modeling (SEM)was employed to analyze the data. This research revealed that CSR, transactional, and transformational leadership have a positive effect on SP. Secondly, this study also indicated that sustainable entrepreneurship significantly moderates among nexus of transactional and transformational leadership to SP. Besides, our results show that organizational commitment positively mediates the links between CSR, transactional leadership, transformational leadership, and the SP. The conclusion of this research signifies that organizational leadership strongly influences the adoption of green and sustainable operations, which further influences the SP. These results help the regulation-making authorities make new policies related to CSR, leadership, entrepreneurship, and SP.

Customer lifetime value: investigating the factors affecting attitudinal and behavioural brand loyalty

PurposeThis paper investigates the factors affecting customer lifetime value from an attitudinal and behavioural brand loyalty perspective in the Internet service industry. Specifically, willingness to pay more and word of mouth are categorised under attitudinal loyalty, while repurchase intention is classified under behavioural loyalty.Design/methodology/approachA self-administered questionnaire online survey via Google Forms was employed comprising a sample of 481 participants from the Internet service providers. The partial least squares structural equation modeling (PLS-SEM) approach was applied for hypotheses testing.FindingsThe current study found that “brand credibility, special treatment benefits and confidence benefits had a positive and significant influence on willingness to pay more, word of mouth and repurchase intention, with confidence benefits and brand credibility showing as the greatest elements resulting in word of mouth and repurchase intentions, whereas special treatment benefits showing as the greatest element resulting in the willingness to pay more. The results of this study did not show any positive significant between service quality dimensions and true brand loyalty (word of mouth, willingness to pay more and repurchase intention). Results also found that confidence benefits, brand credibility and special treatment benefits had an indirect impact on true brand loyalty through customer satisfaction”.Practical implicationsInternet service providers should develop and maintain good relationships with their customers as the excellence of the customer–service provider relationship can enhance customer lifetime value.Originality/valueThe current work measured customer lifetime value in terms of both the behavioural and attitudinal aspects to represent loyalty, while most previous studies consider only one dimension for this representation. Particularly, customers' true brand loyalty is measured using separate components of repurchase intentions (RIs), willingness to pay more (WPM) and word of mouth (WOM) to deepen the understanding of both managerial interest and academic.

Factors Affecting Customer Satisfaction in the Internet Service Industry (Exploratory Study of Internet Service Providers in Erbil - Kurdistan Region)

The term “customer satisfaction” is a basic marketing expression constructed in the past three decades. In the past, it was an unpopular and unaccepted concept, as the aim of companies was to gain new customers rather than retain the existing ones. However, companies realized and understood the significance of customer satisfaction (especially service producing companies) and have adopted it as the highest priority of their operational goals in the present decade. This study aims to examine overall customer satisfaction with the internet service in the Kurdistan Region of Iraq, factors affecting satisfaction and the relationship between satisfaction and demographics. Data were collected from 400 customers who were randomly selected. The results gained in this study revealed that 81.5% of respondents were satisfied. The combination of network quality, billing, speed, and customer support (internet services attributes) indicated a relationship with satisfaction, while age, education, gender, and employment variables indicated no relationship. Results show that the rate of satisfaction is high but the internet service companies can improve their services to reach the level of developed countries.

ANALISIS PROBLEMATIK INDUSTRI JASA WARNET DENGAN MENGGUNAKAN METODE SERVQUAL

Internet cafes is a place which provides internet access infrastructure with a variety of connections and using computer as access device so that users can access the Internet and acquire services in the field of information technology. The purpose of this study is to find factors that exist in the service quality cafe business and know the dimensions of service quality are the most influential in the Internet service industry. The method used in the analysis is descriptive analysis Statistik, T test and regression analysis. With the object of a study internet cafes in Malang. From the results of research to know If construct originally by parasuraman etall initially 22 items consisting of 5 dimensions constituent, on a case study in the cafe reduced to 9 items, Gaps on Internet services as measured by the concept servqual. Produce a measure of quality service at the internet cafe. In this study the gaps in the service quality dimensions sequentially from the largest value to the smallest value is Assurance (-1.1115), Empathy (-1.0732), Responsiveness (-0.7834), Tangible (-0.1847) and Reliability (0.0191). Value of r = 1 = 100% means that the quality of service on Internet service can be described by the five constituent dimensionsthat is, empathy, reliability, assurance, responsiveness, and tangible. Standard error of estimate are at zero (0) proves that the regression model appropriate was used to predict the dependent variable or the quality of service.

SURVEI KINERJA KONEKSI INTERNET DAN KEMAMPUAN INVESTASI WARNET DI YOGYAKARTA

This research tries to measure internet-services rental connection performance and the owner’s investment capacity in Yogyakarta. By conducting a field survey, the data obtained then is descriptively analyzed. The analysis shows that internet-services rental industry in Yogyakarta can be classified as small-scale internet services industry with only 1 to 20 unit of personal computers. In addition, the kind of connection used is the wireless 2.4 G.Hz. (54.29%) with a connection speed of 64 k.b.p.s. (51.43%). Most of the owner (45.05%) of the internet-services rentals are willing to increase their investment to upgrade the connection performance up to 10 millon rupiahs.Keywords: connection performance, investment capacity, internet, internet-services rental

서비스 유형에 따른 u-서비스 특성이 무선인터넷 서비스 이용의도에 미치는 영향분석

This research analyzes the use intention of the ubiquitous service based on the technology acceptance model (TAM). This study investigates the characteristics of the ubiquitous service like the ubiquity, personality, connectivity, and location. The major results of this study are as follows. The ubiquity, connectivity, and location had positive influences on the perceived usefulness and perceived ease of use. And, the personality had the positive influence of the perceived ease of use. The perceived usefulness and perceived ease of use had the positive effect to an attitude, and the attitude had the positive effect to an use intention. When it consider the market share or the growth potential of the wireless internet service industry, this research results will be able to tilize as the basic information of an industry.

Customer relationship management and performance, a resource-based view of Iranian internet service industry

There are many reports of little payback of customer relationship management (CRM) technologies. This paper investigates about different resources of CRM which should be taken to consideration by firms to enhance its payback. Based on resource based view of the firm, two CRM resources are identified: 'technological CRM resources' and 'infrastructural CRM resources'. The results of the empirical study on 77 Iranian internet service providers show that firms which have developed the CRM resources better, enjoy better firm performance. It also shows that CRM technology in itself can not create performance differences for firms.

Turbulence and Competitive Dynamics in the Internet Services Industry

This paper has two objectives. First, we seek to comprehend the overarching patterns of structural change underlying the hyper-dynamic processes shaping and reconfiguring the Internet services industry during both the Internet hype period in the late 1990s and the ""post-hype'' period after the turn of the millennium. This is done through an empirical account of the evolution in commercial customers' Internet use, the corresponding development of new Internet services, and through an analysis of the evolving competitive and cooperative dynamics in Internet services. This analysis encompasses an exposition of both the entry-based dynamics and the post-entry positioning dynamics of different strategic groups operating in Internet services--in particular ""old economy'' companies and their adaptation to Internet services. Secondly we try to answer the question whether Internet services is to be considered a complex value system of interrelated services provided by different types of firms in different industries, rather than a unitary industry of competing firms.