Efect of socioeconomic level on internet home complaints, inquiries, and payments

Abstract

In the context of Internet Service Provider (ISP) services, customers seek corrective action, explanations, repair, and apologies when making a complaint. There are indications about the influence of socioeconomic level on the behavior of Internet customers. This study measures the effect of the socioeconomic level on complaints, inquiries, and payments. For the analysis we used 35,842 complaints and 521 inquiries made by 1,998 customers of home Internet service are used. Nonparametric tests were used for hypothesis testing. The results indicate that the socioeconomic level influences the number of complaints, with the high level generating more complaints than the low and medium levels. Regarding inquiries, the socioeconomic level does influence the number of inquiries, with low socioeconomic levels doubling the number of inquiries compared to high levels. The socioeconomic level doesn't influence the number of annual payments or the value paid annually.