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The Exploratory Study of Customer Satisfaction & Loyalty in Private Access Provider (PAP)Companies: ADSL Internet Case in Iran

Beheshtinejad, Ali | 2012

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  1. Type of Document: M.Sc. Thesis
  2. Language: English
  3. Document No: 43505 (54)
  4. University: Sharif University of Technology, International Campus, Kish Island
  5. Department: Science and Engineering
  6. Advisor(s): Miremadi, Ali Reza
  7. Abstract:
  8. Internet and the market based on this new product and service has penetrated in all aspects of today’s modern life of human being. After invention of this market each day a new innovation revolutionized this market and industry. High speed internet based on ADSL technology was one of these innovations. The high-speed internet service has achieved a remarkable increase in penetration in recent years. In order to survive in this competitive market, companies should continue to improve their service performance. The high level of service performance is believed to be an effective way to improve customer satisfaction and loyalty. In recent years, the high-speed internet service, based on the ADSL (asymmetric digital subscriber lines) or VDSL (very high speed digital subscriber lines) technology, has achieved a remarkable increase in penetration. Sooner or later, every consumer comes face to face with the decision of choosing an Internet Service Provider (ISP). The concept of satisfaction and loyalty in each industry is important. It is because the more satisfied and loyal customers you have the more successful business you experience. The purpose of this study is to find out which factors are the most important factors andwhich can lead to customer satisfaction in high speed internet service providers. The factors can affect directly and indirectly customer satisfaction and customer loyalty of this industry. To find out the relation between these factors and the degree of their influences, some hypothesis will be presented and each one will be tested. On the other hand, this study is a localized study which assesses the main factors that affect customer loyalty and satisfaction in Iran.
  9. Keywords:
  10. Customer Loyalty ; Internet ; Customer Satisfaction ; Asymmetric Digital Subscriber Line (ADSL) ; High Speed Internet Services

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