Factors Affecting Customer Satisfaction in the Internet Service Industry (Exploratory Study of Internet Service Providers in Erbil - Kurdistan Region)

Bahzad Taher Salim, Department of Applied Economics,PhD Innovation Management, RUDN University, Moscow, RussiaFollow
Sirwan Latif Haji, Department of Business ManagementFollow
Rizgar saed hussein, Soran University, Diana, Iraq Kurdistan RegionFollow

Corresponding Author

Bahzad Taher Salim

Authors ORCID

0000-0002-2155-3750

Document Type

Research Article

Abstract

The term “customer satisfaction” is a basic marketing expression constructed in the past three decades. In the past, it was an unpopular and unaccepted concept, as the aim of companies was to gain new customers rather than retain the existing ones. However, companies realized and understood the significance of customer satisfaction (especially service producing companies) and have adopted it as the highest priority of their operational goals in the present decade. This study aims to examine overall customer satisfaction with the internet service in the Kurdistan Region of Iraq, factors affecting satisfaction and the relationship between satisfaction and demographics. Data were collected from 400 customers who were randomly selected. The results gained in this study revealed that 81.5% of respondents were satisfied. The combination of network quality, billing, speed, and customer support (internet services attributes) indicated a relationship with satisfaction, while age, education, gender, and employment variables indicated no relationship. Results show that the rate of satisfaction is high but the internet service companies can improve their services to reach the level of developed countries.

Keywords

Chi-square, Customer satisfaction, Erbil, Internet services

How to Cite This Article

Salim, Bahzad Taher; Haji, Sirwan Latif; and hussein, Rizgar saed (2019) "Factors Affecting Customer Satisfaction in the Internet Service Industry (Exploratory Study of Internet Service Providers in Erbil - Kurdistan Region)," Polytechnic Journal: Vol. 9: Iss. 1, Article 10.
DOI: https://doi.org/10.25156/ptj.v9n1y2019.pp50-63