Consumer Satisfaction for Internet Service Providers: An Analysis of Underlying Processes

Overview

A key managerial challenge, of interest to academics and practitioners alike, is the assessment and management of customer satisfaction. This paper examines the underlying processes involving consumer satisfaction and switching patterns among ISPs using different satisfaction models, including the expectations-disconfirmation model, the attribution model, and an affective model. The results indicate that the satisfaction levels of ISP consumers are generally relatively low, despite the fact that consumer expectations of ISPs are also low, reflecting "Mediocrity" in the marketplace. In addition, consumers attribute their dissatisfaction to ISP indifference and believe that managing dissatisfaction is within the control of the ISP. Moreover, "Affective" factors play an important role in satisfaction processes and switching behavior.