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

Mujahid Mohiuddin Babu and Panuel Rozario Prince
Additional contact information
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

Indian Journal of Commerce and Management Studies, 2011, vol. 2, issue 6, 14-24

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.

Keywords: Wireless Internet Service; Users in Bangladesh; Customer Satisfaction; Portable Internet Service; Antecedents of Customer Satisfaction; Factor Analysis; Webpage Content Visualization; Availability of Customer Care Centre; Post-purchase Tele Sale; Average (search for similar items in EconPapers)
Date: 2011
References: View references in EconPapers View complete reference list from CitEc
Citations:

Downloads: (external link)
http://scholarshub.net/index.php/ijcms/article/view/473/462 (application/pdf)
http://scholarshub.net/index.php/ijcms/article/view/473 (text/html)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:aii:ijcmss:v:2:y:2011:i:6:p:14-24

Access Statistics for this article

Indian Journal of Commerce and Management Studies is currently edited by Dr. Arif Anjum

More articles in Indian Journal of Commerce and Management Studies from Educational Research Multimedia & Publications,India
Bibliographic data for series maintained by Mr. Asif Anjum ().