An assessment of service quality of internet service providers : a case of Skyband Corporation Ltd

Kaphale, Mercy (2015) An assessment of service quality of internet service providers : a case of Skyband Corporation Ltd. Masters thesis, University of Bolton.

MERCY KAPHALE DISSERTATION 2015.pdf - Submitted Version

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This study assesses the service quality of internet provided by Skyband Corporation Limited, an Internet service provider that has been in this business for about eleven years, competing with over five other internet service providers in this business sector. The reason to study this was prompted by the levels of dissatisfaction that were registered from some existing customers. The aim of the study was to ascertain the levels of satisfaction/dissatisfaction from customers. In doing this, a service quality measurement model of SERVQUAL by Parasuraman (1994) was used. This is the model mostly used by those that have studied similar topics, it measures the perception of the customer before a service encounter and after the service delivery. Other objectives included:- To analyse the processes that are in place to enhance quality of service and best practices, to identify bottlenecks to the provision of quality services, to identify strategies on improving quality of service, to provide a recommended framework on management of service quality. Both primary and secondary research were used in coming up with the results herein. After the research was conducted, it transpired that Skyband Corporation Limited provides satisfactory services to its customers though with a number of problems that requires management attention in order to perfect the service. Paying attention to the problems identified and providing long term solutions would mean heading for a business success through provision of highly satisfactory internet services to customers.

Item Type: Thesis (Masters)
Additional Information: Electronic version of the dissertation submitted in partial fulfilment of the requirements for the degree of MSc Project Management awarded by University of Bolton in conjunction with Malawi Institute of Management
Divisions: University of Bolton Theses > Off-campus Division
Depositing User: Tracey Gill
Date Deposited: 07 Nov 2016 20:33
Last Modified: 07 Jun 2019 07:58

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