ANTECEDENTS OF CUSTOMER SATISFACTION TOWARDS BROADBAND SERVICES IN BEIJING, CHINA

Abstract

In today's society, the Internet has become an important component of people's lives. The network has been integrated into every corner of society. It has even changed the behavior patterns of people's consumption and life, and the Internet has become an indispensable part of people's lives. In China, due to the rapid development of the network. The social and consumption patterns of people have been completely changed. More and more people are slowly realizing the importance of the network in life and work. In 2017, China already had 772 million network users, and Beijing's network users is 75 percent of its population. In the worldwide, many scholars have done a lot of research of consumer satisfaction research report on broadband. However, there are limited research reports in China to study the customer satisfaction with broadband in Beijing. In this context, the focus of this study is on customer satisfaction with broadband in Beijing China. In Malaysia, research on customer satisfaction toward broadband has been completed, and research has shown that customer satisfaction is directly related to broadband prices, perceived quality, brand awareness and customer service. The focus of this research will also be on how broadband prices, perceived quality, brand awareness and customer service will influence customer satisfaction with broadband in China. Through this research to make up for China's lack of research in this field.