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Using The Servqual Model To Assess Service Quality Of Internet Service Providers: Evidence From Jordan

Author

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  • Omar Salem

    (University of Debrecen, Faculty of Economics and Business, Institute of Marketing and Commerce, Debrecen, Hungary)

  • Marietta Kiss

    (University of Debrecen, Faculty of Economics and Business, Institute of Marketing and Commerce, Debrecen, Hungary)

Abstract

The Internet service sector is characterized as extremely competitive, so Internet service providers have to seek to offer high-quality services to customers. This study aimed at measuring the gap between the expectations and perceptions of customers about the service quality of Internet service providers in Jordan. Data was gathered by surveying 405 customers of Internet service providers in Amman (Jordan) using the snowball sampling technique through social media. To reveal service quality, the questionnaire contained five dimensions of the original SERVQUAL model complemented by two additional dimensions by which gaps between customers’ expectations and perceptions could be measured, then, the Expectation–Experience Analysis (EEA) has been used. The results show that there is a perceptual gap between customers’ expectations and their actual experience of the Internet service delivered to them by Internet service providers in Jordan attributed to all seven factors of the service quality.

Suggested Citation

  • Omar Salem & Marietta Kiss, 2023. "Using The Servqual Model To Assess Service Quality Of Internet Service Providers: Evidence From Jordan," Oradea Journal of Business and Economics, University of Oradea, Faculty of Economics, vol. 8(1), pages 61-71, March.
    • Handle: RePEc:ora:jrojbe:v:8:y:2023:i:1:p:61-71
    DOI: http://doi.org/10.47535/1991ojbe165
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    References listed on IDEAS

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    1. Al Amirul Eimer Bin Ramdzan Ali & Abdul Kadir Othman & Faridah Hj Hassan & Muhamad Izzuddin Zainudin & Ahmad Syahmi Ahmad Fadzil, 2018. "Branding Strategy on Economic Sustainability among Personal Care and Cosmetics Customers," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 8(11), pages 995-1004.
    2. Al Amirul Eimer Bin Ramdzan Ali & Abdul Kadir Othman & Faridah Hj Hassan & Muhamad Izzuddin Zainudin & Ahmad Syahmi Ahmad Fadzil, 2018. "Branding Strategy on Economic Sustainability among Personal Care and Cosmetics Customers," International Journal of Asian Social Science, Asian Economic and Social Society, vol. 8(11), pages 995-1004, November.
    3. Sheikh Muhammad Hizam & Waqas Ahmed, 2019. "A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services," International Journal of Financial Research, International Journal of Financial Research, Sciedu Press, vol. 11(5), pages 387-397, August.
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    Cited by:

    1. Sílvia Soares & Pedro Carvalho & Maria Filipa Mourão, 2023. "Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal," Sustainability, MDPI, vol. 15(22), pages 1-12, November.

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    More about this item

    Keywords

    SERVQUAL; service quality; expectations; perceptions; Internet service providers; Jordan;
    All these keywords.

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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