Assessment of Internet Service Quality and Customers’ Satisfaction in University of Ilorin, Ilorin, Nigeria

Abstract

This study examined internet service quality and its effects on customers’ satisfaction in University of Ilorin, Nigeria. The objective of this study was to find out the awareness, technical difficulty and perception of internet users in the university. Questionnaire was the major instrument used to gather relevant data. Data were collected from respondents from ten faculties, including 60 academic staff, 40 non-academic staff and 100 students making a total of 200. Four research questions were formulated for the study and percentage was used to analyze the data. The results from the research indicated that: 91.6% of the academic staff, 95% of non- academic staff and 75.5% of students testified to the fact that internet services were available in the university.53.3% of the academic staff, 60% on non-academic staff and 85.7% of students also stated that inadequate or insufficient bandwidth and poor electricity were part of the challenges that hinders the effective usage of internet. Based on the problems encountered, 58.3% of academic staff, 52.5% of non- academic staff and 65% of students were not satisfied with the internet service quality they enjoyed.65% of academic staff, 60% of non- academic staff and 50% of students reacted positively to the fact that the quality of its service delivery would be granted if improved.Based on the findings of the study, it was recommended amongst others, that the university should improve on the quality of their interaction with the customers to alleviate their apprehensions about more bandwidth, internet training and constant electricity. These will allow for satisfaction and retention of customers and optimize their limited resources.

Keywords: Assessment, Internet service quality, Customers’ satisfaction