Evaluation of an ISP Services on Clients Satisfaction: The Case of World Web Limited (WWL)

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Date
2010-05-07
Authors
Nock, Grace Isbaya
KASA, Matthias Gabriel
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Abstract
Client’s satisfaction with internet service provider (ISP) was evaluated; the results revealed that most clients were introduced to particular ISPs by friends (51.7%) because of long customer relationship and proximity of an ISP to client’s facilitated choice (78.3%). Response on satisfactions rating of ISPs services were relative; it ranged from service charge (49.2%), number of hour’s charge (35.7%), years of service as ISP (64.3%) and technical support service effectiveness (21.4%). Even though clients are satisfied with effective and appropriate services by ISPs, the study revealed that most ISPs do not have any form of appraisal unit and therefore recommends that ISPs should assign and support a responsive client’s evaluation unit that appraises services from client’s points, maintaining consistent connectivity, sale and installation of the right bandwidth as guarantee for patronage while making profit.
Description
Scholarly Communication and Information: Mentoring, Mastery and Modernization Held at the Nnamdi Azikiwe New Library Complex, University of Nigeria, Nsukka
Keywords
Evaluation of an ISP Services,, Clients Satisfaction,, Case of World Web Limited
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