THE EFFECT OF SERVICE QUALITY ON CUSTOMER SATISFACTION: IN CASE OF IE (INTERNET EXPERT) NETWORK SOLUTIONS PLC

Abstract

The main purpose of this study is to investigate the Effect of service quality dimensions of ICT service on customer satisfaction. In addition it tries to measure customer satisfaction and the quality of service offered by IE. The independent five dimensions of SERVPERF (tangibility, assurance, responsiveness, empathy & reliability) was used to measure the quality of service offered by IE and have been utilized as measurement constructs to assess the level of service quality and customer satisfaction. Primary data were collected from a sample of 18 companies for service provided from 2019 and 2020 clients of IE whom already perceived and on perceiving the service of IE and analysis using descriptive and regression on SPSS Version 20. Descriptive statistics such as frequency, mean and correlation analysis techniques are applied to analyze background information of respondents. Respondents’ perception on service quality and satisfaction as well as relationship between service quality dimensions and customers satisfaction are also analyzed under descriptive statistics. Besides, regression analysis technique is applied to investigate the effect of service quality dimensions on customer satisfaction and at the same time test the hypothesis developed. The finding of the study shows that customers are satisfied on all service quality. On the base of correlation analysis implies that the relationship between service quality dimensions and customer satisfaction is analyzed and the result shows that service quality dimensions of assurance and empathy have positive and insignificant relation with customer satisfaction and tangibility, responsiveness, and reliability have negative and insignificant relation with customer satisfaction. The finding also confirms the service quality dimensions have an impact on customers’ satisfaction which implying that the higher the quality of service, the higher is the level of customers’ satisfaction. From this finding, it can be summarized that IE clients are satisfied with the provided services and to stay competent in the ICT sector IE shall continue improving its service quality.