E ISSN: 2583-049X
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International Journal of Advanced Multidisciplinary Research and Studies

Volume 2, Issue 2, 2022

Evaluation of the customer intention to switch internet service providers in Vietnam



Author(s): Pham Thi Thuy Van, Le Thi Hai Ha, Nguyen Thi Anh Tram

Abstract:

Internet activities in Vietnam as well as any activities in society must be regulated by law. Decree 72/ND-CP (Government, 2013) paved the way for the development of internet services, where information (provided, accessed, used) on the network is uniformly managed in accordance with current laws, an unlimited number of service-providing enterprises, organizations and individuals are free to expand and develop. Evaluation of the customer intention to switch internet service providers in Vietnam was conducted based on theoretical background, results of research studies in the world and domestic, and opinions of the experts. Both qualitative and quantitative methodologies were employed. Questionnaires were designed with a 5 - points Likert scale. By using several statistical analytical tools, i.e., descriptive statistics, Cronbach’s Alpha analysis, the study has identified and measured five (5) attributes of the customer intention to switch internet service providers in Vietnam that have great effects on customers. Based on the findings, some recommendations are given for internet service providers to reduce customer intention to switch internet service.


Keywords: Intention to Switch Service Providers, Internet, Marketing, Customers

Pages: 482-486

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