Assessment of Quality of Internet Service Delivery in Selected Southwestern Universities in Nigeria
16 Jan 2020-International Journal of Computer Applications (International Journal of Computer Applications)-Vol. 177, Iss: 34, pp 27-33
TL;DR: The overall quality of Internet services delivered was noted to be somewhat impressive when considering some indicators such as responsiveness and competencies of the staff responsible to providing the service, on the other hand, when considering information management, especially dissemination of information to users regarding downtime, schedule maintenance and other forms of bottlenecks were noting to be poor.
Abstract: This study examines types of Internet services available, frequency of use of the same, and also determines the quality of Internet delivered in the selected Universities in Southwestern Nigeria. The research design employed by this study is survey method, using questionnaire instrument. Three universities were selected, these include: Obafemi Awolowo University (OAU) Ile-Ife, Ekiti State University (EKSU) AdoEkiti and BOWEN University (BU), Iwo. The research adopted reliability, responsiveness, tangibility, empathy and assurance as metrics to measure the dynamics of the services delivered in the selected universities. The research purposively sampled four hundred academic and nonacademic staff including students in the selected universities. The findings show that Internet services which are mostly web related were present in the selected Institutions. The research specifically indicated that 97.6% of the respondents use World Wide Web (WWW), followed by e-mail (87.3%) and instant messaging (54.6%). Daily use of WWW mainly characterises the frequency of use of the services. This is followed by e-mail, which is been used daily and sometimes weekly. The overall quality of Internet services delivered was noted to be somewhat impressive when considering some indicators such as responsiveness and competencies of the staff responsible to providing the service. On the other hand, when considering information management, especially dissemination of information to users regarding downtime, schedule maintenance and other forms of bottlenecks were noted to be poor. It is therefore imperative for the stakeholders in the higher institutions, especially the top management to ensure that they continue to support free flow of Internet services, since this has the tendency to impact the productivity of the members of the University community at large. General Terms Internet service delivery, Quality of Service (QoS), Internet diffusion.
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2 citations
References
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Journal Article•
TL;DR: The continuing convergence of the digital marketing and sales funnels has created a strategic continuum from digital lead generation to digital sales, which identifies the current composition of this digital continuum while providing opportunities to evaluate sales and marketing digital strategies.
Abstract: MKT 6009 Marketing Internship (0 semester credit hours) Student gains experience and improves skills through appropriate developmental work assignments in a real business environment. Student must identify and submit specific business learning objectives at the beginning of the semester. The student must demonstrate exposure to the managerial perspective via involvement or observation. At semester end, student prepares an oral or poster presentation, or a written paper reflecting on the work experience. Student performance is evaluated by the work supervisor. Pass/Fail only. Prerequisites: (MAS 6102 or MBA major) and department consent required. (0-0) S MKT 6244 Digital Marketing Strategy (2 semester credit hours) Executive Education Course. The course explores three distinct areas within marketing and sales namely, digital marketing, traditional sales prospecting, and executive sales organization and strategy. The continuing convergence of the digital marketing and sales funnels has created a strategic continuum from digital lead generation to digital sales. The course identifies the current composition of this digital continuum while providing opportunities to evaluate sales and marketing digital strategies. Prerequisites: MKT 6301 and instructor consent required. (2-0) Y MKT 6301 (SYSM 6318) Marketing Management (3 semester credit hours) Overview of marketing management methods, principles and concepts including product, pricing, promotion and distribution decisions as well as segmentation, targeting and positioning. (3-0) S MKT 6309 Marketing Data Analysis and Research (3 semester credit hours) Methods employed in market research and data analysis to understand consumer behavior, customer journeys, and markets so as to enable better decision-making. Topics include understanding different sources of data, survey design, experiments, and sampling plans. The course will cover the techniques used for market sizing estimation and forecasting. In addition, the course will cover the foundational concepts and techniques used in data visualization and \"story-telling\" for clients and management. Corequisites: MKT 6301 and OPRE 6301. (3-0) Y MKT 6310 Consumer Behavior (3 semester credit hours) An exposition of the theoretical perspectives of consumer behavior along with practical marketing implication. Study of psychological, sociological and behavioral findings and frameworks with reference to consumer decision-making. Topics will include the consumer decision-making model, individual determinants of consumer behavior and environmental influences on consumer behavior and their impact on marketing. Prerequisite: MKT 6301. (3-0) Y MKT 6321 Interactive and Digital Marketing (3 semester credit hours) Introduction to the theory and practice of interactive and digital marketing. Topics covered include: online-market research, consumer behavior, conversion metrics, and segmentation considerations; ecommerce, search and display advertising, audiences, search engine marketing, email, mobile, video, social networks, and the Internet of Things. (3-0) T MKT 6322 Internet Business Models (3 semester credit hours) Topics to be covered are: consumer behavior on the Internet, advertising on the Internet, competitive strategies, market research using the Internet, brand management, managing distribution and supply chains, pricing strategies, electronic payment systems, and developing virtual organizations. Further, students learn auction theory, web content design, and clickstream analysis. Prerequisite: MKT 6301. (3-0) Y MKT 6323 Database Marketing (3 semester credit hours) Techniques to analyze, interpret, and utilize marketing databases of customers to identify a firm's best customers, understanding their needs, and targeting communications and promotions to retain such customers. Topics
5,537 citations
"Assessment of Quality of Internet S..." refers background in this paper
...The provision of an organization quality services or not depends on the customers’ feedback on the satisfaction they perceive after consuming the service (Kotler and Keller, 2009)....
[...]
Book•
01 Jan 2012
TL;DR: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler as mentioned in this paper uniquely focuses on the development of customer relationships through quality service.
Abstract: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service.
Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing.
In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking.
In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
4,367 citations
Book•
01 Jan 1996
TL;DR: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler as discussed by the authors uniquely focuses on the development of customer relationships through quality service.
Abstract: The Second European Edition of Services Marketing: Integrating Customer Focus Across the Firm by Wilson, Zeithaml, Bitner and Gremler uniquely focuses on the development of customer relationships through quality service. Reflecting the increasing importance of the service economy, Services Marketing is the only text that put the customer's experience of services at the centre of its approach. The core theories, concepts and frameworks are retained, and specifically the gaps model, a popular feature of the book. The text moves from the foundations of services marketing before introducing the gaps model and demonstrating its application to services marketing. In the second edition, the book takes on more European and International contexts to reflect the needs of courses, lecturers and students. The second edition builds on the wealth of European and International examples, cases, and research in the first edition, offering more integration of European content. It has also be fully updated with the latest research to ensure that it continues to be seen as the text covering the very latest services marketing thinking. In addition, the cases section has been thoroughly examined and revised to offer a range of new case studies with a European and global focus. The online resources have also been fully revised and updated providing an excellent package of support for lecturers and students.
3,116 citations
"Assessment of Quality of Internet S..." refers background in this paper
...Zeithaml et al. (2009) confirms that customer satisfaction helps in identifying the areas for improvements as well as meeting the customer’s needs....
[...]
Journal Article•
557 citations
"Assessment of Quality of Internet S..." refers background in this paper
...A research by Parasuraman et al. (1990) explains the key determinants of service quality....
[...]
TL;DR: In this article, the authors explore how employees of a company experience the concepts of customer satisfaction and retention and find that strategies for enhancing both of them are similar, implying that the strongest connection between retention and satisfaction strategies turned out to be in terms of relationship and confidence.
Abstract: The purpose of this study was to explore how the employees of a company experience the concepts of customer satisfaction and retention. A phenomenological method was used, allowing the informants’ own interpretations to be discovered. Satisfaction was discussed from three perspectives: definition of the concept, how to recognise when a customer is satisfied, and how to enhance satisfaction. The informants’ experience pertaining to these three categories varied, and a total of seven ways to define, recognise or enhance satisfaction were discovered. These were: service, feeling, chemistry, relationship and confidence, dialogue, complaints and retention. All except the first two of these categories of experience were found to enhance retention, implying that the informants have found that strategies for enhancing both satisfaction and retention are similar. The strongest connection between retention and satisfaction strategies turned out to be in terms of relationship and confidence.
430 citations
"Assessment of Quality of Internet S..." refers background in this paper
...Hansemark and Albinson (2004) expresses satisfaction as an overall customer’s feelings toward a service provider or their reaction to the difference between customer’s expectation and what they receive, regarding the fulfillment of their promises and goals....
[...]