Abstract
![CDATA[The need to understand and analyse service quality data is a essential and a continuous requirement for efficient business performance. In this paper a detailed review of the Australian ISP’s (Internet Service Providers) business performance is carried out. A data mining approach is applied to analyse and understand ISP industry statistics up to date. This is the first Australian study that we know of that examines the customer satisfaction, service quality, customer loyalty and retention in establishing ISP business performance framework and makes a serious effort to understand and manage functional service quality data in the ISP sector.]]
| Original language | English |
|---|---|
| Title of host publication | Engaging the Multiple Contexts of Management: Convergence and Divergence of Management Theory and Practice: Proceedings of the 19th ANZAM Conference, 7-10 December 2005 |
| Publisher | ANZAM |
| Number of pages | 12 |
| ISBN (Print) | 1740882458 |
| Publication status | Published - 2005 |
| Event | Australian and New Zealand Academy of Management. International Conference - Duration: 5 Dec 2012 → … |
Conference
| Conference | Australian and New Zealand Academy of Management. International Conference |
|---|---|
| Period | 5/12/12 → … |
Keywords
- Internet service providers
- consumers
- consumer satisfaction
- performance
- evaluation
- Australia
