Measuring Service Quality of Internet Service Providing Firms in Bangladesh

Khaled Mahmud; Meher Neger; Bulbul Ahamed

Measuring Service Quality of Internet Service Providing Firms in Bangladesh

Khaled Mahmud * §

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Meher Neger

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Bulbul Ahamed

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§ Comilla University, Northern University, University ...

Measuring Service Quality of Internet Service Providing Firms in Bangladesh

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Abstract

This study integrates past research and proposes a framework for measuring service quality of internet service providing firms in Bangladesh. The paper highlights the overview of internet service providing firms and identifies some features that are considered by Bangladeshi consumers for using internet service with the help of simple arithmetic mean method. Attempts have been made in the paper to measure the service quality using Parasuraman’s SERVQUAL Model and determining the actual position of internet service providing firms depending upon five quality dimensions of different firms. The result reveals that consumers of Akij Online Ltd. are fairly satisfied on the empathy and responsiveness dimensions. On the other hand the consumers of Grameen Cyber Net Ltd. are fairly satisfied with the tangible and empathy dimensions. The study has also been done to prove that consumers of Link3 firm are fairly satisfied with the assurance and tangible dimensions.

References

8 Cites in Article

Reference Format

G Akerlof (1970). The Market for 'Lemons': Quality Uncertainty and the Market Mechanism.
Aron O'cass,Debra Grace (2004). Exploring consumer experiences with a service brand.
W Dodds,K Moroe,D Grewal (1985). Effects of price, brand and store information on buyers' products evaluation.
W Firn,Lamb David,Charles (1991). An Evaluation of the SERVQUAL Scales a Retailing Setting.
Islam Md,Rabiul (2004). Consumer subjective Rist Valuation: The Role of Corporate Image and Warranty Quality.
Meher Neger (2009). Deterministic Modeling for Evaluating Consumers’ Attitude towards Telecommunication Service in Bangladesh.
Michael Perry,Amon Perry (1976). Consumers' acceptance of smart virtual closets.
A Parusamran,L Berry,V (1998). ServQUAL a Multiple item scale for measuring consumer perceptions of service quality.

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Funding

No external funding was declared for this work.

Conflict of Interest

The authors declare no conflict of interest.

Ethical Approval

No ethics committee approval was required for this article type.

Data Availability

Not applicable for this article.

How to Cite This Article

Khaled Mahmud, Meher Neger, Bulbul Ahamed. 2014. "Measuring Service Quality of Internet Service Providing Firms in Bangladesh". Global Journal of Management and Business Research - E: Marketing GJMBR-E Volume 13 (GJMBR Volume 13 Issue E10).

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GJMBR Volume 13 Issue E10

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Journal Specifications

Crossref Journal DOI 10.17406/GJMBR

Print ISSN 0975-5853

e-ISSN 2249-4588

Keywords

consumer perceptions internet service providing firms service quality

Classification

GJMBR-E Classification JEL Code: L86

M39

Submission ReceivedDecember 8, 2012
Peer Review Double Blind
Handling Editor
Accepted January 3, 2013
Published January 15, 2013

Version of record

v1.2

Issue date

January 6, 2014

Language

English

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Article Matrices

Total Score: 150

Country: Bangladesh

Subject: Global Journal of Management and Business Research

Authors: Meher Neger, Bulbul Ahamed, Khaled Mahmud (PhD/Dr. count: 0)

View Count (all-time): 361

Total Views (Real + Logic): 1437

Total Downloads (simulated): 115

Publish Date: 2013 01, Tue

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Total Views: 1.4K

Total Downloads: 115

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