The researchers’ attempt is to investigate the factors affecting to customer’s intention to select a particular internet service provider in Gampola area. According to the literature reviewed, effecting factors of service quality, price, brand image and promotion are used as independent variables and customer satisfaction used as dependent one of the study. The target population includes internet users in Gampola area. In order to collect necessary information 100 internet users were selected randomly as the sample consumer of the internet service providers in Gampola area. Both primary and secondary data are used to test the model develop in this research. Questionnaire is the primary method followed in this research and the questionnaire includes 35 questions. SPSS version (21) was used for statistical analysis process of the research. Reliability analysis was used to check the internal consistency of questionnaire. The hypotheses have been tested using correlation and regression analysis. The correlation analysis resulted that all variables (SQ, P, BI, PR) are positively affect to customer satisfaction of selecting and staying with a particular Internet service provider. Result of regression analysis indicated that brand image and promotion are not significantly effect for the selecting with a particular Internet service provider, but price and service quality are significantly effect for the selection of internet of service providers According to the study Service Quality, price, brand image and price factors should be favorable to the customers. This research and developed model cold be useful for service providers to develop SQ, P, BI and PR factors suitably to improve customer satisfaction.
Brand image, internet service providers, price, price factors, service quality
DMT Madushanka , JMN Wijekumara , KADTD Kuruppu , SPAAM Sugathapala "Evaluation of Factors Affecting For Select Internet Service Providers" Iconic Research And Engineering Journals Volume 4 Issue 3 2020 Page 18-27
DMT Madushanka , JMN Wijekumara , KADTD Kuruppu , SPAAM Sugathapala "Evaluation of Factors Affecting For Select Internet Service Providers" Iconic Research And Engineering Journals, 4(3)