Service Quality Evaluation of a Nigerian University’s Internet Service
Authors: Dele-Ogbeide, O. And Oladeinde, M.H.
DOI Info: http://doi.org/10.5281/zenodo.8094991
ABSTRACT
This study was conducted to examine the quality of internet service provided to a Nigerian University from the perspective of the respondents (staff and students). These subscribers pay monthly for this service and since the inception, the quality of service provided has not been determined. This required investigation to be carried out on respondents’ perception and expectation of internet service quality. The approach of sampling used to determine the sample size was the random sampling technique. A modified ServQual model was used to extract data and determine the gaps in service quality. The results showed low gaps in the factors of service quality namely: responsiveness, assurance, tangibility, empathy with the highest score in reliability. It was also observed that a difference exists between staff and student’s perception in service quality.
Affiliations: Department of Computer Engineering, Faculty of Engineering, University of Benin, PMB 1154, Benin City, Nigeria.
Keywords: Servqual, Internet, Service Quality, Questionnaire, Internet Service
Published date: 2023/06/30
