Factors Influencing the Overall Customer Satisfaction of the Wireless Internet Service Users: An Empirical Study in Bangladesh
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 Download Data Rate, Participative Programs, Rate of Network Failure, Setup ChargeAbstract
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.
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