Towards sustainable internet service provision: Analyzing consumer preferences through a hybrid TOPSIS–SEM–neural network framework

Department/Unit

Vice Chancellor for Laguna Campus

Document Type

Article

Source Title

Sustainability

Volume

16

First Page

4767

Publication Date

2024

Abstract

In our increasingly digital world, grasping consumer preferences for internet service providers (ISPs) is paramount. This study was conducted in Occidental Mindoro, Luzon, the Philippines, and surveyed 280 respondents across ten municipalities with 81 in-person and online questionnaires. The research focused on twelve latent variables: internet speed, assurance, tangibility, responsiveness, reliability, empathy, data privacy, service quality, value-added services, price, customer satisfaction, and customer loyalty. Methods such as Technique for Order of Preference by Similarity to Ideal Solution (TOPSIS), Structural Equation Modeling (SEM), and an Artificial Neural Network (ANN) were integrated for the analysis. The study utilized TOPSIS to rank ISPs based on Service Quality (SERVQUAL) parameters, followed by SEM to delve into variable connections affecting preferences, and through as ANN, consumer behavior and loyalty were predicted. The SEM–ANN results revealed that assurance, responsiveness, empathy, and data privacy directly impacted service quality. Moreover, a significant correlation was found between customer satisfaction and service quality, influencing further customer loyalty alongside pricing. By integrating these methodologies, the study provides a comprehensive understanding of ISP preferences and emphasizes service quality as the most significant factor in industry decision-making.

html

Disciplines

Marketing | OS and Networks

Keywords

Consumers' preferences—Philippines—Mindoro; Internet service providers—Philippines—Mindoro

Upload File

wf_no

This document is currently not available here.

Share

COinS