Which Service Attributes Sway Internet Service Providers? Analysis Through Triangulation Approach

Internet service providing industry is considered a mainstay for all types of organizations over the world. In order to be competitive, internet providers (ISPs) need realize that quality attributes do not carry same value in customers’ eyes. Therefore, present study proposes rationally appealing methodological framework prioritizing SERVQUAL model without restricting them their dimensions. The responses on 22 collected from 401 users were processed through triangulation approach comprising three ranking methods: Relative an Identified Distribution Integral Transformation (RIDIT), Grey Relational Analysis (GRA), and Technique Order Preference by Similarity Ideal Solution (TOPSIS). A correlational these results was also computed using Spearman’s rank-order correlation coefficient, which proved positive. consistent outcomes reveal definite set users’ priorities services, it denies general thought rate primary concern customers. findings uniquely contribute highlighting important facets viewpoint. would benefit ISPs empathize needs corresponding essential attributes. this way, they able rationalize budget top-ranked features, redesign operational strategies accordingly.