Perceived service quality is the dependent variable. It depends on outcome quality, physical environment quality and interaction quality in this model.
45 Figure 7: The effect of users’ system device quality and technical access point
configurations on outcome quality.
The second part of the model proposes that the user’s system device quality and technical access point configurations may affect the Wi-Fi outcome quality (see Figure 7). The two additional variables are discussed below.
2.7.4.1 User system device quality
With respect to outcome quality, the system quality of the devices with which a user accesses the service may influence the outcome quality, and therefore the user perception of the quality of service (W. H. DeLone & McLean, 1992). This study posits that the user system device quality construct, as an independent variable, affects the outcome service quality, since students may use different devices to access Wi-Fi in different on-campus locations. User system device characteristics include the processor speed, device memory, device make and device operating system.
2.7.4.2 Technical access point configurations and specifications
Wi-Fi local area networks rely on an access point as a central node through which all communication is routed. Hence, an access point can become a bottleneck for the entire
User system device quality
Processor speed
Device memory
Device make
Device operating system
Outcome quality
Availability
Reliability
Timeliness
Stability
Technical access point configuration and specification
Channel numbers configured
Spectrum configuration (2.4 GHz and 5 GHz, 2.4 GHz only, 5 GHz only)
Bandwidth size
Wireless standard supported
Antennas (Bidirectional/omnidirectional)
Security mode adopted
46 network (Bernaschi, Ferreri, & Valcamonici, 2008). Access point specification and configuration settings may therefore influence the outcome quality and consequently the user perception of the quality of service. An example of these configurations and specifications includes the access point channels configured, the spectrum accessed, the bandwidth size, the wireless standard supported, the antenna type and the security mode adopted.
Figure 8: Conceptual model drawn from the hierarchical-approach quality of service model (Brady & Cronin Jr, 2001); the information systems success model (DeLone &
McLean, 1992); and quality of service metrics adopted by the IEEE 802.11 wireless standard (Malik et al., 2015); sub-constructs provided by the author.
47 The full conceptual model adopted (see Figure 8) seeks to understand student perceptions of Wi-Fi quality by understanding their overall perception of the three primary constructs (outcome quality, physical environment quality and interaction quality) as independent variables; and perceived Wi-Fi service quality as the dependent variable. It also seeks to identify a relationship between user system device quality and technical access point configurations; and specifications and outcome quality (see Figure 8).
Conclusion
Providing Wi-Fi is a complex task. Wi-Fi quality can be affected by many factors. From an infrastructural perspective, the literature has shown that network providers may adopt various access point configurations to deliver Wi-Fi services, which may affect the quality of Wi-Fi services provided (Bing, 2002; Held, 2003; Reynolds, 2003). However, most studies did not carry out interviews with network providers to ascertain the adopted configuration on the Wi- Fi network, to establish if these different configurations may indeed impact Wi-Fi service quality.
From a user perspective, the perceived quality of Wi-Fi may be determined by factors like user proximity to Wi-Fi access points, their choice of Wi-Fi devices and how they operate the devices when accessing Wi-Fi resources (logging in and power configurations on the Wi-Fi cards) (Lehr & McKnight, 2003; Soyinka, 2010).
From an environmental perspective, obstacles and changes in the environment, like the physical positioning walls, may limit the strength of Wi-Fi signals, thus leading to poor Wi-Fi services (Reynolds, 2003).
To deliver good quality services requires user input, in order to close the gap between quality of services promised and what users actually experience. This strategy would allow service providers to make improvements in the quality of the service. However, there is no quality of service model to assist Wi-Fi providers in engaging with users to determine the quality of Wi- Fi service delivered. This could make it costly to implement quality Wi-Fi services; for example, if most providers see the solution in providing better access points and adding more access points; which may not be what is required.
48 There is limited literature documenting students’ Wi-Fi usage, or the characteristics of their Wi-Fi devices, like Wi-Fi standards, memory and speed. Studies view types of devices more generically, like the type and make of devices (Chen et al., 2012; Singson, 2011).
Improving Wi-Fi services would thus require an understanding of how users access the Wi-Fi service in different environments; as well as an understanding of users’ perceptions of the Wi- Fi quality, given the installed infrastructure.
The next chapter discusses the methodology.
49
3 RESEARCH METHODOLOGY
Introduction
This chapter describes and presents the methods that were chosen to investigate the UKZN Westville students’ use of Wi-Fi on campus and their perceptions of the quality of the service.
The target population comprised registered UKZN Westville students and two ICS administrators. The study used a convenience sampling procedure. The sample size, and how the sample was selected, and the data collection methods and instruments, which included questionnaires and interviews, are discussed. The chapter further shows how the quantitative and the qualitative data were analysed. In addition, it covers the ethical considerations that governed the study and the problems that the researcher encountered during the research process.
Research Design
This study follows a descriptive research design. Sekeran and Bougie (2010) argue that a descriptive research design allows the researcher to describe the characteristics of people in a certain situation. Hence this research design was used, since Wi-Fi use was taking place at the university, and the researcher wanted to investigate how students use it. The research design elucidated associations among variables to describe the population, events or situations. This allowed the researcher to generate informative results that may facilitate certain decisions related to Wi-Fi use on campus.
Research Approach
This study follows a mixed methods approach. Mixed methods research involves collecting, analysing and integrating quantitative and qualitative research in a single study (Sekeran &
Bougie, 2010). The qualitative and quantitative research approaches were used to gain a better understanding of the research problem; compared to using either research approach alone. A quantitative approach enabled the researcher to explain the phenomena by collecting numerical data from students, so that relationships between the conceptual frameworks could be examined statistically (Sekeran & Bougie, 2010). In addition, the qualitative approach allowed the researcher to interview ICS administrators to gain a better understanding of the on-campus Wi- Fi infrastructure provided by the university.
50 Study site
The University of KwaZulu-Natal Westville, in KwaZulu-Natal province, in South Africa, is the site of this study.
Target population
The target population of this study were the registered students of the University KwaZulu- Natal Westville campus. At the time of the study in 2017, the size of this population was 12,660 students (UKZN Institutional Intelligence, 2017). The study also includes two ICS administrators.
Sampling method