In modern times, the internet has become a necessity in human daily life. The amount of internet usage on a daily basis has accelerated during the pandemic. Many people subscribe to the internet at home for the use of the whole house since many works and study are from home. The amount of internet usage on a daily basis has accelerated during the pandemic of COVID-19 compared to the pre-pandemic period (Ozturk & Ayaz-Alkaya, 2021). As in Malaysia, there are countless companies that offer various internet plans consisting of many categories, prices and so forth. These companies compete with each other in satisfying the customers. As a result, one of the most important aspects associated with customer satisfaction is the service quality. Better customer service in an era of fierce competition and quality of the services are vital components that can help distinguish and improve an organisation's success (Farooq et al., 2018). The SERVQUAL model has shown that the most dominant components of a service sector are the most dominated components of customer satisfaction. The COVID-19 epidemic has had and continues to have a severe physiological, and social impact on people of all ages, causing a social crisis (Lin, 2020). Working from home has become a new norm as the pandemic has spread throughout the world. There are complications to working from home such as having problems with the internet. According to Saludin et al. (2013), some basic conditions should be considered to enable the concept of working from home. These include internet connectivity, fax machine, computer with fax functionality, phone/handphone, and pager to name a few. A strong internet connection is one of the most important factors to ensure the working condition at home is accessible.
