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Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh

Author

Listed:
  • Mujahid Mohiuddin Babu

    (Lecturer,Institute of Business Administration, University of Dhaka, Bangladesh)

  • Panuel Rozario Prince

    (Lecturer, Department of Business Administration,Victoria University of Bangladesh, Bangladesh)

Abstract

With the rapid development of wireless internet technology and heavy usage of internet services, wireless internet service has been widely adopted in Bangladesh. Although the subject of customer satisfaction has been discussed worldwide extensively in the literature of information systems, e-commerce and marketing, the exploration of antecedents to customer satisfaction with wireless internet service is still in its infancy in Bangladesh. This study has explored and identified seven specific factors, which act as the significant determinants of the overall customer satisfaction of the wireless internet service users in Bangladesh. The findings confirm that Webpage Content Visualization, Availability of Customer Care Centre, Post-purchase Tele Sale, Average Download Data Rate, Participative Programs, Rate of Network Failure and Setup Charge contribute to forming the overall customer satisfaction with the wireless internet service in Bangladesh. This paper ends with a brief discussion of the business implications of the research findings.

Suggested Citation

  • Mujahid Mohiuddin Babu & Panuel Rozario Prince, 2011. "Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh," Indian Journal of Commerce and Management Studies, Educational Research Multimedia & Publications,India, vol. 2(6), pages 14-24, September.
    • Handle: RePEc:aii:ijcmss:v:2:y:2011:i:6:p:14-24
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    References listed on IDEAS

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