Attitudes of Internet Customers towards the Quality of Internet Service in Saudi Arabia in the Age of Knowledge Economy

Abstract

The study aimed to identify the attitudes of Internet customers towards the quality of Internet service in Saudi Arabia and their satisfaction with the service. The study followed the descriptive approach with a sample of Internet customers in the Kingdom, using the questionnaire as the study's main tool. The conclusion was found to be that the likelihood of respondents recommending their friends to use the same home Internet service they are using and their evaluation to such service came as follows:

Using the Net Promoter Score (NPS) index, the study found that more than half of the sample are not satisfied and classified as “detractors” while less than one fifth of the sample were satisfied and classified as “promoters” .

In addition, the study gathered the respondents' satisfaction level of some other service quality aspects and found that three quarters of the sample did not enjoy good speed using their home Internet subscriptions, and 70% of the sample sees the monthly subscriptions charges for their home Internet services are expensive or very expensive while only one third of the sample believe that they have stable internet service.

The study recommended that Internet providers should pay attention to customer service centers and respond to their customers' complaints as soon as possible.