Analysis of the impact of demographic and economic factors on internet services satisfaction levels in Windhoek, Namibia
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Date
2018
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Publisher
University of Namibia
Abstract
The study focused on analysing geospatial internet customer satisfaction levels, using the Geographic Information System (GIS) technology. The aim of the study was to investigate how demographic and economic factors influence satisfaction levels. The study followed a quantitative design and employed the systematic sampling method to select a sample of 248 potential internet users. A structured self-administered questionnaire was used to collect data from selected samples. The statistical and spatial analyses were conducted in such a way that results were comparable between areas from low, to high income levels. Low income suburbs were represented by Greenwell Matongo Ext 1 (informal settlement) and Grysblock Ext 1 (formal settlement). Moreover, middle to high income areas were represented by Pioneers Park Ext 1 (formal settlement). The study findings revealed that internet users in low income areas especially in the informal settlement experienced high level of dissatisfaction with internet services compared to the middle to high income area. Moreover, males in the middle to high income area made up the majority of internet users. Within the lower income areas, use of the internet was predominantly by users who were less than 30 years old whilst in the middle to high income area, people who were aged between 31 and 40 years used the internet more than people aged less than 30 years. The majority of internet users earned a gross monthly income of less than N$ 5000 (US$ 1 = N$ 11.6) and had a secondary school level education. Satisfaction levels noted differ noticeably across the various demographics. The lowest satisfaction scores were dominated by female internet users who completed grade 12. The highest satisfaction scores were mostly reported by male internet users who had a tertiary education at diploma or degree levels. The lowest satisfaction scores were dominated by internet users earning less than N$ 5000 and were residing in low income areas. The highest satisfaction scores were mostly articulated by internet users residing in the middle to high income area. There is need for Telecommunication Companies in Namibia to introduce more fixed post-paid internet services especially in low income areas of Windhoek and other areas of Namibia. Fixed post-paid internet services were discovered to be associated with higher internet satisfaction levels compared to mobile prepaid internet services. Additionally, the Communications Regulatory Authority of Namibia (CRAN) need to consider introducing an application which assists users to monitor and report poor customer service
Description
A thesis submitted in partial fulfillment of the requirement for the Degree of Master of Arts in Geography
Keywords
Internet services