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

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.