The Effect Of South African Internet Service Providers’ Service Quality On Corporate End Users’ Business Performance

Abstract

The Internet is used for commercial purposes, and companies utilise the Internet to stay competitive in the market. The increase in Internet adoption has led to an increase in Internet Service Provider (ISP) competition in the South African market, with Service Quality playing a key role in differentiation. ISPs are key stakeholders in the Internet industry, and therefore have a direct influence on Internet Service Quality. There have certainly been a number of studies conducted around the difficult, technical side of Internet Service Quality; however, very few studies have delved into the softer side of ISPs’ Service Quality and the evaluation of the impact of this Service Quality on customers’ business performance. This study aims to close this knowledge gap by providing a critical comparative analysis of South African ISPs, and the challenges experienced by ISPs. In addition, this study confirms a Service Quality measurement model for the South African Internet industry, and further contributes to the existing body of knowledge by investigating the impact of ISPs’ Service Quality on corporate customers’ business performance. This thesis employs an empirical, mixed-methods approach through the use of both qualitative and quantitative research strategies. The researcher interviewed top management at ISPs, and distributed online surveys to customers of ISPs. The findings of this research are beneficial to ISP management, and academics aiming to expand their research in this arena.