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The Mediating Role of user Satisfaction on Quality of Experience and Broadband Service Adoption: A Study on Public Higher Educational Institution Users

Author

Listed:
  • Suheil Che Sobry

    (Faculty of Business and Management, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

  • Muhammad Zarunnaim Haji Wahab

    (Faculty of Business and Management, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

  • Mohd Zhafri Mohd Zukhi

    (College of Computing, Informatics and Mathematics, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

  • Siti Murni Mat Khairi

    (Faculty of Business and Management, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

  • Norhafizah Abdul Halim

    (Faculty of Business and Management, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

  • Shazwani Mohd Salleh

    (Faculty of Business and Management, Universiti Teknologi MARA (UiTM), Cawangan Kedah, Malaysia.)

Abstract

In the digital age, broadband internet services have become essential in educational settings, significantly influencing students’ academic experiences. Despite advancements in broadband infrastructure, many students continue to express dissatisfaction with internet quality, which negatively impacts their learning outcomes and academic performance. This study investigates the mediating role of user satisfaction in the relationship between the quality of experience (QoE) of broadband services and their adoption. A survey was conducted in March 2025, distributed to 400 students from Malaysia’s public higher education institutions and 245 valid responses were considered acceptable for data analysis using SPSS. The findings reveal a positive correlation between QoE (encompassing service coverage, quality, reliability, and usability) and broadband service adoption. Additionally, user satisfaction was found to significantly mediate the relationship between QoE and adoption. These results offer valuable and recent insights into how students perceive broadband service quality and how satisfaction influences their adoption decisions. The study also provides implications for broadband service providers aiming to enhance service quality and increase adoption rates in educational contexts.

Suggested Citation

  • Suheil Che Sobry & Muhammad Zarunnaim Haji Wahab & Mohd Zhafri Mohd Zukhi & Siti Murni Mat Khairi & Norhafizah Abdul Halim & Shazwani Mohd Salleh, 2025. "The Mediating Role of user Satisfaction on Quality of Experience and Broadband Service Adoption: A Study on Public Higher Educational Institution Users," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 9(8), pages 1655-1668, August.
    • Handle: RePEc:bcp:journl:v:9:y:2025:issue-8:p:1655-1668
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    References listed on IDEAS

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    1. Marko Aleksić & Branimir Kalaš & Nenad Đokić & Nikola Milićević & Nemanja Berber, 2024. "The Mediation Effect of Customer Satisfaction in the Relationship between CSR and Financial Performance: An Empirical Study in Large Companies in Serbia," Sustainability, MDPI, vol. 16(18), pages 1-15, September.
    2. Milorad K. Banjanin & Mirko Stojčić & Dejan Danilović & Zoran Ćurguz & Milan Vasiljević & Goran Puzić, 2022. "Classification and Prediction of Sustainable Quality of Experience of Telecommunication Service Users Using Machine Learning Models," Sustainability, MDPI, vol. 14(24), pages 1-29, December.
    3. Briglauer, Wolfgang & Krämer, Jan & Palan, Nicole, 2024. "Socioeconomic benefits of high-speed broadband availability and service adoption: A survey," Telecommunications Policy, Elsevier, vol. 48(7).
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