Exploring Undergraduate Perceptions of Internet Service Provider Satisfaction: A Focus on the Faculty of Humanities & Social Sciences

Abstract

This research investigates the determinants of customer satisfaction regarding Internet Service Providers (ISPs) among undergraduates, specifically focusing on the Faculty of Humanities and Social Sciences at the University of Sri Jayewardenepura. The study encompassed students from the 1st to 4th year, utilizing a self-administered questionnaire in both Sinhala and English languages via Google Forms. Out of 350 randomly selected undergraduates, data was collected to achieve the primary objective of identifying influencing factors. The study was structured around five sub-objectives, which directed its framework. The data collected underwent both qualitative and quantitative analysis, encompassing descriptive analysis, the utilization of the Chi-Square Test, and the application of Logistic Regression. Qualitative insights were drawn from open-ended questionnaire sections, while quantitative data was derived from other questions. Findings indicate that undergraduate satisfaction was significantly impacted by the amalgamation of package offerings, services, and technological fairness. However, variables such as gender, province, academic year, monthly family income, and ISP brand had no significant influence on satisfaction levels. The study underscores the importance of delivering fast, reliable, and cost-effective services while extending Internet access across Sri Lanka. The research recommends comprehensive strategies for enhancing customer satisfaction by ensuring widespread and dependable Internet connectivity.