Author

  • Suheil Che Sobry

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Muhammad Zarunnaim Wahab Wahab

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Mohd Hilal Muhammad

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Mohd Hilal Muhammad

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Ruzita Manshor

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Mohd Shahid Azim Mohd Saufi

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

  • Muhammad Khairul Zharif Nor A’zam

    • Universiti Teknologi Mara, Malaysia
    • Malaysia

Abstract

Internet access is crucial in facilitating effective learning and communication. However, disparities in internet quality persist, especially within Public Higher Educational Institutions (PHEIs). Despite efforts by broadband providers to enhance services, complaints regarding quality persist among students and staff. Thus, this research aims to investigate users' Quality of Experience (QoE) with broadband services in PHEI campuses, focusing on coverage, service quality, reliability, and usability. Additionally, it seeks to identify user preferences and usage patterns, correlate broadband quality with user satisfaction, and propose improvements. A comprehensive methodology integrating qualitative and quantitative approaches, including surveys, and interviews is proposed. The implications of this research extend to regulatory and policy actions, including infrastructure improvement, ensuring quality of service, supporting online learning, and encouraging research and innovation in broadband technologies. This study aims to inform stakeholders and contribute to enhancing broadband access and quality in PHEIs, ultimately improving educational outcomes and experiences.

Keywords

References

  • Acut, D., Carpo, M. J., Caparoso, J. K., Magsayo, J., & Sombilon, V. (2016). Relationship of Students’ Internet Usage and Academic Performance.
  • Ahmad, N., Wahab, A., Schormans, J., & Arnab, A. A. (2023). Significance of Cross-Correlated QoS Configurations for Validating the Subjective and Objective QoE of Cloud Gaming. Future Internet, 15(2), 64. https://doi.org/10.3390/fi15020064
  • Alexei, A. (2021). Cyber Security Strategies for Higher Education Institutions. Journal of Engineering Science, XXVIII, 74–92.
  • Al-Fraihat, D., Joy, M., Masa’deh, R., & Sinclair, J. (2020). Evaluating E-learning systems success: An empirical study. Computers in Human Behavior, 102, 67–86.
  • Ali, M. N. M., Zainodin, W. H. W., & Mahamad, T. E. T. (2024). The Challenges of Digital Inequalities in Online and Remote Learning on B40 Students During the Covid-19 Pandemic and Beyond, Journal of Media and Information Warfare, 17(1), 1-17.
  • Asio, J. M. R., Gadia, E., Abarintos, E., Paguio, D., & Balce, M. (2021). Internet Connection and Learning Device Availability of College Students: Basis for Institutionalizing Flexible Learning in the New Normal. Studies in Humanities and Education, 2(1), 56–69. https://doi.org/10.48185/she.v2i1.224.
  • Caldeiro-Pedreira, M. C., Renés-Arellano, P., Alvites-Huamaní, C. G. & González-Larrea, B. (2021). Digital Youth and Their Acquisition of Values When Using the Internet. Sustainability, 13(21), 11963. https://doi.org/10.3390/su132111963
  • Coman, C., ?îru, L. G., Schmitz, L. M., Stanciu, C., & Bularca, M. C. (2020). Online Teaching and Learning in Higher Education during the Coronavirus Pandemic: Students’ Perspective. Sustainability, 12(24), 10367. MDPI. https://doi.org/10.3390/su122410367.
  • Cullinan, J., Flannery, D., Harold, J., Lyons, S., & Palcic, D. (2021). The disconnected: COVID-19 and disparities in access to quality broadband for higher education students. International Journal of Educational Technology in Higher Education, 18(1), 26.
  • Darawong & Widayati (2021). Improving student satisfaction and learning outcomes with the service quality of online courses: evidence from Thai and Indonesian higher education institutions. Journal of Applied Research in Higher Education.
  • George, Dr. A. Shaji., George, A. S. Hovan., & Baskar, T. (2023). SD-WAN Security Threats, Bandwidth Issues, SLA, and Flaws: An In-Depth Analysis of FTTH, 4G, 5G, and Broadband Technologies. Zenodo (CERN European Organization for Nuclear Research). https://doi.org/10.5281/zenodo.8057014
  • Gerpott, T. J. (2018). Relatively fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany. Journal of Business Research, 92, 120-131.
  • Giray, G. (2021). An assessment of student satisfaction with e-learning: An empirical study with computer and software engineering undergraduate students in Turkey under pandemic conditions. Education and Information Technologies, 26, 6651–6673.
  • Gong, R. (2020). Digital inclusion: Assessing Meaningful Internet Connectivity in Malaysia. https://krinstitute.org/assets/contentMS/img/template/editor/20200907%20Inclusion%20v4.0.pdf
  • Grzybowski, L., Hasbi, M. and Liang, J. (2018). Transition from copper to fiber broadband: The role of connection speed and switching costs. Information Economics and Policy, 42(1), 1-10.
  • Hashim, H., Hashim, H., Wahab, Y. S. A., Mohd Yusoff, S. H., and Nagapan, K. (2022). Assessing the Service Quality and Customer Satisfaction Towards Internet Provider Using the SERVQUAL Model. Selangor Science & Technology Review Special Issue: Applied Science & Mathematics, 6(2).
  • Ikhsan, R. B., Mohammed, G., Putriana, I., Sriwidadi, T., Aries, & Wahono, J. W. (2022). Customer Loyalty Based On Internet Service Providers-Service Quality. In 2022 6th International Conference on Informatics and Computational Sciences (ICICoS). IEEE.
  • Jafar, A., Dollah, R., Sakke, N., Mapa, M. T., Hua, A. K., Eboy, O. V., Joko, E. P., Hassan, D., & Hung, C. V. (2022). Assessing the challenges of e-learning in Malaysia during the pandemic of Covid-19 using the geospatial approach. Scientific Reports, 12(1). https://doi.org/10.1038/s41598-022-22360-4.
  • Korkmaz, Ö., Erer, E., & Erer, D. (2022). Internet access and its role in educational inequality during the COVID-19 pandemic. Telecommunications Policy, 46(5), 102353.
  • Ladrón de Guevara Rodríguez, M., Lopez-Agudo, L. A., Prieto-Latorre, C., & Marcenaro-Gutierrez, O. D. (2022). Internet use and academic performance: An interval approach. Education and Information Technologies, 27(8), 11831–11873.
  • Mahdzan, N. S., Sabri, M. F., Husniyah, A. R., Magli, A. S., & Chowdhury, N. T. (2022). Digital financial services usage and subjective financial well-being: evidence from low-income households in Malaysia. International Journal of Bank Marketing, 41(2), 395-427. https://doi.org/10.1108/ijbm-06-2022-0226.
  • Mansoor, A., & Khan, S. (2022). Service Quality, Customer Satisfaction And Customer Loyalty: A Comprehensive Literature Review. Journal of Business and Social Review in Emerging Economies, 8(2), 205-220.
  • Nawaz N. (2021). Impact of Internet on Academic Performance of University Students in Pakistan. European Scientific Journal, ESJ, 17 (38), 1. https://doi.org/10.19044/esj.2021.v17n38p1
  • Nayan, N., Hashim, M., Saleh, Y., & Mahat, H. (2016). Mapping internet coverage in Malaysia's university campuses: A case study of the Sultan Idris Education University, Perak. GEOGRAFIA Online Malaysian Journal of Society and Space, 12(6), 118-125.
  • Ndibalema (2022). Constraints of transition to online distance learning in Higher Education Institutions during COVID-19 in developing countries: A systematic review. E-Learning and Digital Media.
  • Nguyen, D. T., Pham, V. T., Tran, D. M., & Pham, D. B. T. (2020). The interaction of service quality, customer value, and customer satisfaction on customer behavior intention in Vietnam's mobile service. Cogent Business & Management, 7(1), 1796927. https://doi.org/10.1080/23311975.2020.1796927
  • Nordrum, E., & Gracia, P. (2023). Impacts of broadband internet on adolescents’ academic outcomes: Heterogeneous effects among lower secondary school students in Norway. Information, Communication & Society, 0(0), 1–25.
  • Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
  • Rahiman, H. U. & Kodikal, R. (2023). Revolutionizing education: Artificial intelligence empowered learning in higher education. Cogent Education, 11(1).
  • Rathinam, S., Yap, L. T., Navies, L. G., Murugiah, H., & Zulkifli, N. S. M. (2023). Trends, Issues, and Challenges in E-Learning in the Malaysian Education System: A Review of Literature, Journal of Social Sciences and Business, 2(1), 7-15.
  • Reichl, P., Egger, S., Schatz, R., & D’Alconzo, A. (2010). The logarithmic nature of QoE and the role of the Weber-Fechner law in QoE assessment. In Proceedings of the 2010 IEEE International Conference on Communications, Cape Town, South Africa, 1–5.
  • Zamir, S., Sarwar, U. & Siddiqui, B. N. (2020). The Influence of Internet Usage on the Academic Achievements of the Students in Pakistani Universities. European Online Journal of Natural and Social Sciences.
  • Shahibi, M. (2017). The Influence of Internet Usage on Student’s Academic Performance. International Journal of Academic Research in Business and Social Sciences, 7.
  • Staelens, N., Moens, S., den Broeck, W. V., Mariën, I., & Vermeulen, B. (2010). Assessing the quality of experience of IPTV and video-on-demand services in real-life environments. IEEE Trans. Broadcast, 56, 458–466.
  • Statista. (2024). Number of Internet users in Malaysia 2014-2029. Retrieved from https://www.statista.com/statistics/553752/number-of-internet-users-in-malaysia/
  • Wang, H., Aguilar, A. P., Zayas, A. D., Madueño, G. C., Zhang, C., Hao, N., & Yu, X. (2023). A general QoE assessment framework for applications and services. Computer Networks, 225, 109641.
  • Xu, Z., & Zhang, A. (2019). Network Traffic Type-Based Quality of Experience (QoE) Assessment for Universal Services. Applied Sciences, 9(19), 4107. https://doi.org/10.3390/app9194107.
  • Yusof, Z. M., Nagapan, K., Amir, S., Nasir, N., & Zulhafizsyam, W. M. (2022). The Influence of Service Quality on Customer Satisfaction towards Internet Service Providers among Malaysians. International Journal of Business and Technopreneurship, 12(1), 33-44.
  • Zhang, Y., & Wang, Y. (2023). Measuring Internet Speed: Current Challenges and Future Recommendations. IEEE Communications Surveys & Tutorials, 25(2), 1234-1250.

Downloads

No downloads have been recorded for this article yet. Figures appear here once readers begin downloading the full text.

How to Cite

Che Sobry, S., Wahab, M. Z. W., Muhammad, M. H., Muhammad, M. H., Manshor, R., Mohd Saufi, M. S. A., & Nor A’zam, M. K. Z. (2024). Broadband Services Quality of Experience on Public Higher Educational Institution Users: A Research Direction. Information Management and Business Review, 16(3(I)S), 872-879. https://doi.org/10.22610/imbr.v16i3(I)S.3887

Share this article

License

Copyright (c) 2024 Suheil Che Sobry, Muhammad Zarunnaim Wahab Wahab, Mohd Hilal Muhammad, Mohd Hilal Muhammad, Ruzita Manshor, Mohd Shahid Azim Mohd Saufi, Muhammad Khairul Zharif Nor A’zam (Author)

Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team  edits and formats manuscripts to bring uniformity and standardization in published material.

This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.

Keywords

Section

Research Paper

Published in

Vol. 16 No. 3(I)S (2024) Supply Chain Sustainability, Smart HRM & Inclusive Education View issue contents

Published

2024-10-07

Submissions

Have research to publish? Information Management and Business Review welcomes submissions.

Make a Submission