INTERNET INSTALLATION SERVICES AS PERCEIVED BY CUSTOMERS OF INTERNET SERVICE PROVIDER: BASIS FOR ENHANCEMENT

Abstract

This study examines customers' perspectives on the internet installation services offered by an internet service provider to identify areas that need improvement. A guided questionnaire was distributed to customers, revealing that most respondents were young adults, with a slightly higher representation of females than males. The results indicate moderate customer satisfaction with the internet installation services, with professionalism and cleanliness identified as the most valued attributes. However, respondents emphasized the need for improvements in timely activation and issue resolution. Many customers also expressed interest in value-added services, such as free Wi-Fi extenders and professional consultation. The findings suggest that demographic factors influence service perception and underscore the need for targeted service enhancements. To enhance service quality, it is essential to improve technician preparedness, reduce activation lead times, and strengthen customer care. Streamlining the installation process and offering additional features will boost customer satisfaction and overall service experience for internet service providers