Measuring Service Quality of Internet Service Providing Firms in Bangladesh

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 Link 3 firm are fairly satisfied with the assurance and tangible dimensions. The paper also identifies some influential factors which are helpful to form positive attitude among the Bangladeshi consumers to internet service providing firms by using percentage method. The implications of these findings can be applied to the enhancement of competitive position of different internet service providing firms in the competitive market.