USING THE SERVQUAL MODEL TO ASSESS SERVICE QUALITY OF INTERNET SERVICE PROVIDERS: EVIDENCE FROM JORDAN
Omar Salem () and
Marietta Kiss ()
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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
Oradea Journal of Business and Economics, 2023, vol. 8, issue 1, 61-71
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 customersâ€™ expectations and perceptions could be measured, then, the Expectationâ€“Experience Analysis (EEA) has been used. The results show that there is a perceptual gap between customersâ€™ 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.
Keywords: SERVQUAL; service quality; expectations; perceptions; Internet service providers; Jordan (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ora:jrojbe:v:8:y:2023:i:1:p:61-71
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