Effect of network quality on internet home complaints, queries, and payments

Abstract

In the context of Internet Service Providers (ISP), scientific literature presents, quality models composed of multiple dimensions that influence customer loyalty. The network quality is the most important dimension according to the studies. This study used data from customers whose network quality was upgraded from copper to fiber optic technology between January and April 2019 to measure the effects of the upgrade upon complaints, inquiries and payments. Non-parametric test were used to test hypothesis, the results indicate that the network upgrade has a positive influence on the number of complaints by reducing their quantity. Regarding inquiries, the improvement in network quality doesn’t influence the number of inquiries. The network quality upgrade does influence the number of payments and their value, the network improvement to optical fiber technology increases both the value and the number of payment annually.