Analyzing User Satisfaction with Mobile Internet Service Providers through Technical Performance and User Experience Evaluation

In today's digital era, the Internet holds a fundamental position in daily life, particularly in Sri Lanka. This study addresses two primary objectives: first, to quantify the technical performance of internet services, and second, to assess customer satisfaction and its alignment with service provider performance. Conducted in the Narthanagala Grama Niladhari Division, specifically the 616C division in Horana, the study utilizes a structured questionnaire to gather customer experience data. Technical data are collected using the "Open Signal" and "Network Cell Info" mobile applications. Statistical techniques are employed to achieve the objectives. Principal Component Analysis reduces the initial 9 dimensions of internet service quality to a singular dimension, with the primary principal component explaining 84.40% of variance. This reduction is validated through the composite index of "Application Based Technical Performance of Mobile Data Service (AppBased_TecPerf)". Factor Analysis and simple linear regression unveil two influential latent factors: Customer-Perceived Technical Performance of Mobile Data Service (Customer_TecPerf) and Customer Service Satisfaction (Customer_Service), collectively accounting for 60.66% of variability across six dimensions. These dimensions include Video Quality Experience, Gaming Experience, Voice & Video Quality Experience on Social Media Apps, Client Rating for Internet Speed at Residence, Client Rating for Satisfaction with Price Fairness, and Client Rating for Customer Service Quality. Reliability analysis confirms the effectiveness of these factors in measuring the Application Based Technical Performance of Mobile Data Service. Regression analysis confirms that the index, AppBased_TecPerf, effectively captures Customer_TecPerf.