broadband customerr ssatisfaction brm

8/7/2019 broadband customerr Ssatisfaction BRM

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Internet BroadbandInternet Broadband

Customer¶s SatisfactionCustomer¶s Satisfaction

Group #02Group #02

AyeshaAyesha 33 Umair Umair 1515

YasmeenYasmeen 2424 ShahidShahid 4040

QudsiaQudsia 5454 FazalFazal 4242



EXECUTIVE SUMMARY

� Internet Broadband is atechnology that is used toprovide high speed internet

facility to the customers.� This research is conducted

to evaluate satisfactionlevel of the broadband

customers¶ satisfaction inPakistan.

� This will helpful for ISPsto improve their services.



� It will help us to create an understanding that how

research is practically conducted which is real theme

of our subject ³Business Research Methods´.

� Develop a questionnaire to get primary data to know

what reasons behind low level of customer

satisfaction are?

� Most of the respondents are satisfied however, onlyfew are highly satisfied with the services provided to

them.

EXECUTIVE SUMMARY



PROBLEM STATEMENT

³Why broadband

customer¶s satisfactionlevel is decreasing?´



RESEARCH OBJECTIVES

y To identify the satisfaction level of customers.

y To identify the criteria customers use in measuring

satisfaction.

y To find out how satisfied the customers with differentfeatures such are as speed, connectivity, price andcustomer service.

y To find out how satisfy customers are to their serviceproviders.



y To explore the reasons behind customer

satisfaction and dissatisfaction.

y What do customers expect from their service

providers to be satisfied?

y What is the level of customer's loyalty to their service providers?

RESEARCH OBJECTIVES



INTRODUCTION

The world is revolving

around exceptional services.

This is the world in which

customers want to live in.Applications and processes

are being developed to

ensure that the customer

experience regarding any service is exceeding the

expectations of the customer.



INTRODUCTION

Internet requirement is

one of the most important

demands of the customer

in the recent era. . It is the

unique mechanism that

connects people to the

outside world. Without

internet, millions of users

seem to be non active units

of society.



INTRODUCTION

� Without it, people seem to be

left in the dark. And multitude

of reasons exists to validate the

importance of broadband.

Banking, selling, transactions

and learning are all done

through this medium now.Without this mode, life becomes

completely stagnant.



INTRODUCTION

� Pakistan, like many other

third world countries, is

moving forward in integrating

its customer base with the

international market.

� In Pakistan now most of

operations are done on

internet therefore people of

Pakistan also require high

quality Broadband services by

the ISPs.



INTRODUCTION

� Though the first world countries have platform on which

broadband can be provided like DSL, cable, wireless

almost covering all areas of the country. This is not the

case in Pakistan. Here only some areas have good coverage

and only certain platforms have play in areas.

� One of the most important and critical elements of a true

broadband service provider is exceptional services. Key

ingredients like affordability, reliability, courteous

behavior, professional installation team, quick plug andplay solutions play an important role in the customer

satisfaction.



INTRODUCTION

� The few competitors in broadband Pakistan need to start

improving their service matrix and inculcating the values

into their systems and processes.

� In Pakistan which is a developing country there is alsoneed to provide high quality internet services to the people.

� So that the businessmen can expand their business

internationally by using web sites and information

technology. Moreover students also require good services

sot that their valuable time which they can use in studies

will not been wasted by low speed and quality of internet

connection.



THEORETICAL

FRAMEWORK

Satisfaction level of

Broadband Customers

Cost

Speed

After Sale Services



THEORETICAL

FRAMEWORK �� COST:COST: If the cost of the internet

connection is high either it is cost

of getting connection or monthly

charges paid by customers then itwill be financial burden on them

and obviously they will be

dissatisfied. So it is expected that

there would be negative relationbetween cost and satisfaction

level of the broadband customers.



THEORETICAL

FRAMEWORK �� SPEED:SPEED: Speed is the factor due to

which people get broadband

connection instead of getting dial

up internet connection thereforecustomers expect that broadband

connection will provide them

higher speed. And therefore it is

expected that there would be

positive relation between speed and

Satisfaction Level of the broadband

customers.



THEORETICAL

FRAMEWORK �� AFTER SALE SERVICES:AFTER SALE SERVICES:

After sale services of any product

accounts a lot in the satisfaction

level of the customers. But inbroadband it is very much

important because if quick after

sale services i.e. response to

customer complaints etc. are not

provided than the customers

especially businessman can suffer

high loses.



RESEARCH DESIGN

�Type of study

�Unit of analysis�Data collection methods

�Population and sample design

�Inclusion and exclusion criteria



TYPE OF STUDY

� We adopted the Exploratory Study method for

our research.

� No sufficient previously researched data on the

above said problem is available.

� It will help us to understand what is occurring,

before we develop a model.



DATA COLLECTION METHODS

Primary Data Collection:

The data which is not previously available is

collected through different methods.

This newly data is often called as first hand or

primary data.

Primary data collection is an expensive task.



QUESTIONNAIRE

� Questionnaire is considered to be a

sophisticated tool for the purpose of primary

data collection.

� It can generate the required information.

� Questionnaire consists of option choices aswell as the simple question



SECONDARY DATA

COLLECTION� There are so many cheaper sources of

secondary data collection

� The secondary data include the research

articles and essays previously done by research

scholars

� Other different sources like internet, research

journals, library resources etc.



UNIT OF ANALYSIS

� Our research will focus on the data gathered

from each individual

� Treating each user¶s response as an individual

data source.



POPULATION AND SAMPLE

DESIGN

� The people of different areas of Sahiwal,

Okara and Lahore.

� A total of 172 internet broadband users are

considered from the above mentioned cities.



INCLUSION CRITERIA

� Business people, students of BZU and other

users have to be considered.

� Sahiwal, Okara, Lahore will be our datacollection sites.

� Wateen, PTCL broadband and Link dot net.

� Quality, cost, speed and after sale services areour major concern



EXCLUSION CRITERIA

� World call, Warid and Satellites broadband

etc.

� Areas other than specified in inclusion criteria.



DATA ANALYSIS



Q:1.Do you have any broadband internet connection?

162

10

0

20

40

60

80

100

120

140

160

180

YES NO

Resp

ondents

Series1

9 %

%

S

Interpretation:

Among 172 respondents 162 give answer in Yes and 10 in No. i.e. 94% are

using it and 6% are not using Broadband



81

58

17

6

0

10

20

30

40

50

60

70

80

90

DSL

WATEE

N

PTCL ev

o

OTHE

R

Re

spondents

Series1

50%

36%

10% 4%

DSL

WATEEN

PTCL evo

OTHER

Q:2.Which internet service provider do you use?

Interpretation:

Among 172 respondents 81 give answer that they are using DSL, 58 selected

Wateen, 17 are using PTCL evo, and 6 are using some other service provider i.e. 36%

using Wateen, 10% using PTCL evo, 4% using other and 50% are using DSL.



39

58

38

27

0

10

20

30

40

50

60

70

< 1 1 í 2 2 í3 > 3

respondents

Series1

24%

36%

23%

17%

< 1

1 í 2

2 í3

> 3

Q:3.For how long have you been using that internet broadband

service?

Interpretation:

Among 172 respondents 39 are using less than one year, 58 are using 1-2 years,

38 are using 2-3 years 37 are using more than three years i.e. 36% are using 1-2

years, 24% using less than one year, 23% are using 2-3 years and 17% are

using more than three years.



21

97

36

6 2

0

20

40

60

80

100

120

Hig h

ly Sa

tisfie

d

Satis

fied

Neutral

Diss

atisfied

Hig h

ly Diss

atisf

ied

Respondents

13%

60%

22%

4% 1%Highly Satisfied

Satisfied

NeutralDissatisfied

Highly Dissatisfied

Q:4. How satisfied are you with ease to get broad band

connection?

Interpretation:

Among 172 respondents 13% are highly satisfied, 60% are satisfied, 22% are

neutral, 4% are dissatisfied and 1% are highly dissatisfied with the easy

accessibility of broad band connection.



1217

87

46

0

10

20

30

40

50

60

70

80

90

100

300-500 500-700 700-900 More

Rupees

Respondents

7%10%

55%

28%

300-500

500-700

700-900

More

Q:5. How much you are paying for it?

Interpretation:

Among 172 respondents 12 are paying Rs.300-500, 17 are paying between Rs.500-

700, 87 between Rs.700-900 and 46 are paying more i.e. 7% are paying between

Rs.300-500, 10% are paying Rs.500-700, 55% are paying Rs.700-900 and 28% are

paying more than it.



17

88

36

18

3

0

10

20

30

40

50

60

70

80

90

100

Highly

Satisfied

Satisfied Neutral Dissat isfied Highly

Dissatisfied

R

espondents

10%

55%

22%


Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

Q:6. How satisfied are you with charges you pay?

Interpretation:

Among 172 respondents 17 are highly satisfied 88 are satisfied, 36 are neutral, 18 are

dissatisfied and 3 are highly dissatisfied i.e.10% are highly satisfied, 55% are satisfied,

22% are neutral, 11% are dissatisfied and 2% are highly dissatisfied with the charges

they pay for it.



20

89

40

94

0

10

20

30

40

50

60

70

80

90

100

Highly

Satisfied


Dissatisfied

Res

ondent

12%

55%

25%


Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

Q:7.How satisfied are you with the ease of accessibility?


dissatisfied and 4 are highly dissatisfied i.e.12% are highly satisfied, 55% are satisfied,

25% are neutral, 6% are dissatisfied and 2% are highly dissatisfied with the ease of

accessibility.

Interpretation:



20

102

21 19

0

20

40

60

80

100

120

512 Kbps 1 Mbps 4 Mbps Others

Respondents

Q:8.What is the average speed of our broadband connection?

12%

63%

13%

12%

512 Kbs

1 Mbs

4 Mbs

Others

Interpretation:

Among 172 respondents 20 have 512Kbps, 102 have 1 Mbps, and 21 have 4

Mbps and 19 have some other average speed of their connection i.e.12% have

512Kbps, 63% have 1 Mbps, and 13% have 4 Mbps and 12% have some other

average speed of their connection



21

90

33

16

2

0

10

20

30

40

50

60

70

80

90100

Highly

Satisfied

Sat isfied Neutral Dissat isfied Highly

Dissatisfied

Respondents

13%

56%

20%


Satisfied

Neutral

DissatisfiedHighly Dissatisfied

Q:9.How satisfied are you with your ISP speed?

Interpretation:


dissatisfied and 2 are highly dissatisfied i.e.13% are highly satisfied, 56% are

satisfied, 20% are neutral, 10% are dissatisfied and 1% are highly dissatisfied with

the ISP speed.



33

86

28

15

00

10

20

30

40

50

60

70

80

90

100

Highly

satisfied

Satisfied Neutr al Dissatisfied Highly

Dissatisfied

Respo

ndents

20%

54%

17%

9% 0%Highly satisfied

Satisfied

Neutr al

Dissatisfied

Highly Dissatisfied

Q:10(a).How satisfied are you with customer service

staff of your ISP? (Greet you).

Interpretation:

Among 172 respondents 33 are highly satisfied 86 are satisfied, 28 are neutral, 15

are dissatisfied and none is highly dissatisfied i.e.20% are highly satisfied, 54%

are satisfied, 17% are neutral, 9% are dissatisfied and 0% are highly dissatisfied

with the greeting style of the staff of the ISPs.



26

80

40

15

1

0

10

20

30

40

50

60

70

80

90

Highly

satisfied


Dissatisfied

Respondents

16%

49%

25%

9% 1%Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

Q:10(b).How satisfied are you with customer service staff of

your ISP? (Provide Guidance).

Interpretation:


are dissatisfied and 1 is highly dissatisfied i.e.16% are highly satisfied, 49% are


the guidance provided by staff.



17

56 56

27

6

0

10

20

30

40

50

60

Highly

satisfied

Satisfied Neutral Dissatisfied Highly

Dissatisfied

Respondents

10%

34%

35%

17%4%

Highly satisfied

Satisfied

Neutral

Dissatisfied

Highly Dissatisfied

Q:10(c).How satisfied are you with customer service staff of

your ISP? (Quick in processing).

Interpretation:


are dissatisfied and 6 are highly dissatisfied i.e.10% are highly satisfied, 34% are


processing speed of customer service staff.



30

86

32

14

00

10

20

30

4050

60

70

80

90

100

Ver L ke L ke Neutra Un ke Ver un ke

Respon

dents

19

52

20

9 0Ver Lke

L ke

Neutra

Un ke

Ver un ke

Q:11(a). How likely are you to? ( Recommend this brand to

others)

Interpretation:

Among 172 respondents 30 are very likely 88 are likely, 32 are neutral, 14 are

unlikely and none is very unlikely i.e.19% are very likely, 52% are likely, 20%

are neutral, 9% are unlikely and 0% are very unlikely to recommend their brand

to others.



33

75

36

17

1

0

10

20

30

40

50

60

70

80

Ver y Likely Likely eutral Unlikely Ver y unlikely

Respond

ents

20%

47%

22%

10% 1%

Ver y Likely

Likely

eutralUnlikely

Ver y unlikely

Q:11(b).How likely are you to? ( Remain a customer of

this service)

Interpretation:

Among 172 respondents 33 are very likely 75 are likely, 36 are neutral, 17 are

unlikely and 1 is very unlikely i.e.20% are very likely, 47% are likely, 22% are

neutral, 10% are unlikely and 1% are very unlikely to remain a customer of this

service.



73

42

27

20

0

10

20

30

40

50

60

70

80

Speed Cost After s ale

service

Brand Name

Res

ondents

45%

26%

17%

12%

Speed

CostAfter sale service

Brand Name

Q:12.Which factors will influence your purchase in selecting

ISP?

Interpretation:

Among 172 respondents 72 said speed, 42 said cost, 27 said after sale service, 20 said

brand name influence their purchase decision i.e. 45% said speed, 26% said cost, 17%

said after sale service, 12% said brand name influence their purchase decision.



26

87

40

73

0

10

20

30

40

50

60

70

80

90

100

Strongly

agree

Slightly

agree

Netural Disagree Strongly

disagree

Respondents

16%

53%

25%

4% 2%Strongly agree

Slightly agree

Netural

Disagree

Strongly disagree

Q:13.What do you think that ISP you are using would be

successful in Pakistan?

Interpretation:

Among 172 respondents 26 are strongly agree 87 are slightly agree, 40 are neutral,

7 are disagree and 3 are strongly disagree i.e.16% are strongly agree, 53% are

slightly agree, 25% are neutral, 4% are disagree and 2% are strongly disagree that

the ISP¶s future is successful in Pakistan.



HYPOTHESES TESTING



Q: Which internet service provider

do you use?OPTIONS FREQUENCY (X) X2

DSL 81 6561

Wateen 58 3364

PTCL evo 17 289

Other 6 36

TOTAL 162 10250

t = 2.3099

X = 40.5

S = 35.06

tcal � t0.05/2, 3 = 3.182



Q: For how long have you been using

that internet broadband service?OPTIONS FREQUENCY (X) X2

Less than a year 39 1521

1-2 years 58 3364

2-3 years 38 1444

More than 3 years 27 729

TOTAL 162 10250

t = 6.293

X = 40.5

S = 12.87

tcal � t0.05/2, 3 = 3.182



Q: How satisfied are you with ease to

get broad band connection?OPTIONS FREQUENCY (X) X2

Highly satisfied 21 441

Satisfied 97 9409

Neutral 36 1296

Dissatisfied 6 36

Highly Dissatisfied 2 4

TOTAL 162 11186

X

= 32.4S = 38.527

t = 1.88

tcal � t0.05/2, 4 = 2.776



Q: How much you are paying for it?

Options Frequency (X) X2

Rs.300-500 12 144

Rs.500-700 17 289

Rs.700-900 87 7569

More 46 2116Total 162 10118

X = 40.5 ,

S = 34.434

= 2.35t

tcal � t0.05/2, 3= 3.182



Q: How satisfied are you with charges

you pay?OPTIONS FREQUENCY (X) X2


Satisfied 88 7744

Neutral 36 1296

Dissatisfied 18 324


TOTAL 162 9662

X = 32.4S = 33.216

t = 2.18

tcal � t0.05/2, 4 = 2.776



Q: How satisfied are you with the ease

of accessibility?OPTIONS FREQUENCY (X) X2


Satisfied 89 7921

Neutral 40 1600

Dissatisfied 9 81


TOTAL 162 10018

X = 32.4S = 34.5296

t = 2.098

tcal � t0.05/2, 4 = 2.776



Q: What is the average speed of our

broadband connection?OPTIONS FREQUENCY (X) X2

512kbps 20 400

1Mbps 102 10404

4Mbps 21 441

Other 19 361

TOTAL 162 11606

X = 40.5

S = 41.008t = 1.975

tcal � t0.05/2, 3 = 3.182



Q: How satisfied are you with your

ISP speed?OPTIONS FREQUENCY (X) X2


Satisfied 90 8100

Neutral 33 1089

Dissatisfied 16 256


TOTAL 162 9890

X = 32.4

S = 34.06

tcal � t0.05/2, 4 = 2.776

t = 2.134



Q: How satisfied are you with customer service

staff of your ISP? (Quick in Processing)

OPTIONS FREQUENCY (X) X2


Satisfied 56 3136

Neutral 56 3136

Dissatisfied 27 729


TOTAL 162 7326

X = 32.4S = 22.78

t = 3.189

tcal � t0.05/2, 4= 2.776



Q: How likely are you to? (Remain a

customer of this service)OPTIONS FREQUENCY (X) X2

Very Likely 33 1089

Likely 75 5625

Neutral 36 1296

Unlikely 17 289

Very Unlikely 1 1

TOTAL 162 8300

X = 32.4S = 27.6188

t = 2.632

tcal � t0.05/2, 4 = 2.776



Q: Which factors will influence your

purchase in selecting ISP?OPTIONS FREQUENCY (X) X2

Speed 73 5329

Cost 42 1764

After Sale Service 27 729

Brand Name 20 400

TOTAL 162 8222

X = 40.5

S = 23.53

t = 3.442

tcal � t0.05/2, 3 = 3.182



Conclusion

� In identification of broader problem area it was

found that customers are not satisfied. (data was

collected through internet blogs)

� Our research shows most of the customers are

satisfied. So information available on internet blogs

are based on past experience of some individuals.

� Improvement in services due to increased

competition



� Most of the people are satisfied with charges paid by

them because due to competition the ISPs are

reducing prices.

� The level of satisfaction is not very high in almost

each question most of the people answered that they

are satisfied but not highly satisfied

Conclusion



SUGGESTIONS &

RECOMMENDATIONS

� More diversification into packages and bundle offers

to manage high and low peak hours.

� Require Quick processing for providing new

connections

� Quick solution for customer complaints.

� Training for customer service staff.



� Improvement in network coverage.

� Provide high quality speed

� Launch more high speed lines in affordable prices.

SUGGESTIONS &

RECOMMENDATIONS



LIMITATIONS

� We have less time to investigate.

� Sample size was small

� Some customers don¶t cooperate with us� Customers were not easily accessible

� Some customers don¶t provide accurate and

satisfactory information� Some customers excuse to give their time



THANK YOU

IF YOU HAVE ANY QUERY

PLEASE FEEL FREE TO ASK

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