Using the Servqual Model to Assess Service Quality of Internet Service Providers: Evidence from Jordan

The Internet service sector is characterized as extremely competitive, so Internet service providers have to seek to offer high-quality services to customers. This study aimed at measuring the gap between the expectations and perceptions of customers about the service quality of Internet service providers in Jordan. Data was gathered by surveying 405 customers of Internet service providers in Amman (Jordan) using the snowball sampling technique through social media. To reveal service quality, the questionnaire contained five dimensions of the original SERVQUAL model complemented by two additional dimensions by which gaps between customers’ expectations and perceptions could be measured, then, the Expectation–Experience Analysis (EEA) has been used. The results show that there is a perceptual gap between customers’ expectations and their actual experience of the Internet service delivered to them by Internet service providers in Jordan attributed to all seven factors of the service quality.

JEL classification: M31