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