Customer Satisfaction Factors in Pakistani Internet Users Market
DOI:
https://doi.org/10.62345/jads.2012.1.4.2812Keywords:
Internet Service Provider (ISP), Customer Loyalty, Customer Perceived QualityAbstract
Purpose: This research is aimed at finding out customer satisfaction in Pakistani Internet Design/methodology/approach: A structured questionnaire with five point Licket-Scale was used for the collection of data. A sample of 300 internet users, using different ISPs and belonging to different cities of Pakistan, were contacted. Out of these 300 users 250 users responded back with a response rate of 82%. For making research process faster convenient sampling was used. SPSS 18.0 is used for the analysis purpose.
Findings: The results indicate that Corporate Image, Customer Loyalty and Customer Expectation have high impact on the Customer Satisfaction showing that if customers are loyal to a certain Internet Service Provider (ISP) then it indicates their satisfaction from that ISP.
Practical Implications: According to this research, these factors are the driving force forachieving customer satisfaction in the Pakistani ISP market. Managers of different ISPs must focus on these factors for the attainment of higher customer satisfaction and customer loyalty.
