Internet Broadband

Customer’s Satisfaction
Group #02

Ayesha 3 Umair 15
Yasmeen 24 Shahid 40

Qudsia 54 Fazal 42
 EXECUTIVE SUMMARY
• Internet Broadband is a
technology that is used to
provide high speed internet
facility to the customers.
• This research is conducted
to evaluate satisfaction
level of the broadband
customers’ satisfaction in
Pakistan.
• This will helpful for ISPs
to improve their services.
 EXECUTIVE SUMMARY
• It will help us to create an understanding that how
research is practically conducted which is real theme
of our subject “Business 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, only
few are highly satisfied with the services provided to
them.
 PROBLEM STATEMENT

“Why broadband
customer’s satisfaction
level is decreasing?”
 RESEARCH OBJECTIVES
 To identify the satisfaction level of customers.

 To identify the criteria customers use in measuring

satisfaction.

 To find out how satisfied the customers with different

features such are as speed, connectivity, price and
customer service.

 To find out how satisfy customers are to their service

providers.
 RESEARCH OBJECTIVES
 To explore the reasons behind customer
satisfaction and dissatisfaction.

 What do customers expect from their service

providers to be satisfied?

 What is the level of customer's loyalty to their

service providers?
 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 and
play 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 also
need 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

Cost

Speed Satisfaction level of

Broadband Customers

After Sale Services

 THEORETICAL
FRAMEWORK
• COST: If the cost of the internet
connection is high either it is cost
of getting connection or monthly
charges paid by customers then it
will be financial burden on them
and obviously they will be
dissatisfied. So it is expected that
there would be negative relation
between cost and satisfaction
level of the broadband customers.
 THEORETICAL
FRAMEWORK
• SPEED: Speed is the factor due to
which people get broadband
connection instead of getting dial
up internet connection therefore
customers 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 of any product
accounts a lot in the satisfaction
level of the customers. But in
broadband 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 as

well 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 data
collection sites.
• Wateen, PTCL broadband and Link dot net.
• Quality, cost, speed and after sale services are
our 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?

180 162
160
140 6%
120
Respondents

100
Series1 YES
80
NO
60
40
94%
20 10
0
YES NO

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

90 81
80
70 58
60 4%
Respondents

10%
50 DSL
Series1
40
WATEEN
30
17 50% PTCL evo
20
6 36%
10 OTHER
0

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

70
58
60

50
17%
respondents

39 38 24%
40 <1
Series1 1−2
27
30
2 −3
23%
20 >3
36%
10

0
<1 1−2 2 −3 >3

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

120
97
100
Respondents

80
4% 1% 13%
60 Highly Satisfied
22%
36 Satisfied
40
21
Neutral
20 6 2 Dissatisfied
0
Highly Dissatisfied
60%

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

100
87
90
80
70
7%
28% 10%
60
300-500
Respondents

50 46
500-700
40
30 700-900
17 More
20 12
10
55%
0
300-500 500-700 700-900 More
Rupees

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

100
88
90
80
70
11% 2% 10%
60 Highly Satisfied
Respondents

50 Satisfied
22%
40 36
Neutral
30 Dissatisfied
17 18
20 55% Highly Dissatisfied
10 3
0
Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatisfied

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

100
89
90
80
70 6% 2% 12%
60 Highly Satisfied
Respondent

50 25% Satisfied
40
40 Neutral
30 Dissatisfied
20
20 55% Highly Dissatisfied
9
10 4
0
Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatisfied

Interpretation:
Among 172 respondents 20 are highly satisfied 89 are satisfied, 40 are neutral, 9 are
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.
 Q:8.What is the average speed of our broadband connection?

120
102
100
12% 12%
80
13% 512 Kbs
Respondents

60 1 Mbs
4 Mbs
40 Others
20 21 19 63%
20

0
512 Kbps 1 Mbps 4 Mbps 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
 Q:9.How satisfied are you with your ISP speed?

100
90
90
80
70 1%
10% 13%
60 Highly Satisfied
Respondents

50 20% Satisfied
40 33 Neutral
30 21 Dissatisfied
20 16 Highly Dissatisfied
56%
10 2
0
Highly Satisfied Neutral Dissatisfied Highly
Satisfied Dissatisfied

Interpretation:
Among 172 respondents 21 are highly satisfied 90 are satisfied, 33 are neutral, 16 are
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.
 Q:10(a).How satisfied are you with customer service staff
of your ISP? (Greet you).

100
90 86

80
70 9% 0% 20% Highly satisfied
60
17%
Respondents

50 Satisfied
40 33 Neutral
28
30 Dissatisfied
20 15 Highly Dissatisfied
54%
10 0
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

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.
 Q:10(b).How satisfied are you with customer service staff of
your ISP? (Provide Guidance).

90
80
80
70
60 9% 1% 16%
Highly satisfied
Respondents

50 Satisfied
40 25%
40 Neutral
30 26
Dissatisfied
20 15 Highly Dissatisfied
49%
10
1
0
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Interpretation:
Among 172 respondents 26 are highly satisfied 80 are satisfied, 40 are neutral, 15
are dissatisfied and 1 is highly dissatisfied i.e.16% are highly satisfied, 49% are
satisfied, 25% are neutral, 9% are dissatisfied and 1% are highly dissatisfied with
the guidance provided by staff.
Q:10(c).How satisfied are you with customer service staff of
your ISP? (Quick in processing).

60 56 56

50

40 4% 10%
17% Highly satisfied
Respondents

30 27 Satisfied
Neutral
20 17
34% Dissatisfied
35% Highly Dissatisfied
10 6

0
Highly Satisfied Neutral Dissatisfied Highly
satisfied Dissatisfied

Interpretation:
Among 172 respondents 17 are highly satisfied 56 are satisfied, 56 are neutral, 27
are dissatisfied and 6 are highly dissatisfied i.e.10% are highly satisfied, 34% are
satisfied, 35% are neutral, 17% are dissatisfied and 4% are highly dissatisfied with
processing speed of customer service staff.
Q:11(a). How likely are you to? ( Recommend this brand to
others)

100
90 86

80
70 9% 0% 19%
Very Likely
60 20%
Respondents

Likely
50
Neutral
40 32
30 Unlikely
30
Very unlikely
20 14 52%
10
0
0
Very Likely Likely Neutral Unlikely Very unlikely

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.
 Q:11(b).How likely are you to? ( Remain a customer of
this service)
80 75

70

60 1%
10% 20%
Very Likely
50
22% Likely
Respondents

40 36
33 Neutral
30 Unlikely
17 Very unlikely
20 47%
10
1
0
Very Likely Likely Neutral Unlikely Very unlikely

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

80 73
70

60
50 12%
42
Speed
Respondents

40 17% 45%
Cost
27
30 After sale service
20
20 Brand Name
26%
10
0
Speed Cost After sale Brand Name
service

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.
 Q:13.What do you think that ISP you are using would be
successful in Pakistan?
100
87
90
80
70
4% 2% 16%
60 Strongly agree
Respondents

25%
50 Slightly agree
40
40 Netural
30 26 Disagree
20 Strongly disagree
53%
7
10 3
0
Strongly Slightly Netural Disagree Strongly
agree agree disagree

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

X = 40.5
S = 35.06
t = 2.3099

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

X = 40.5
S = 12.87
t = 6.293

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 = 32.4
S = 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 2116
Total 162 10118

X = 40.5 ,

S = 34.434
t = 2.35
tcal ≤ t0.05/2, 3= 3.182
Q: How satisfied are you with charges
you pay?
OPTIONS FREQUENCY (X) X2
Highly satisfied 17 289
Satisfied 88 7744
Neutral 36 1296
Dissatisfied 18 324
Highly Dissatisfied 3 9
TOTAL 162 9662

X = 32.4
S = 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
Highly satisfied 20 400
Satisfied 89 7921
Neutral 40 1600
Dissatisfied 9 81
Highly Dissatisfied 4 16
TOTAL 162 10018

X = 32.4
S = 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 = 41.008
t = 1.975

tcal ≤ t0.05/2, 3 = 3.182

Q: How satisfied are you with your
ISP speed?
OPTIONS FREQUENCY (X) X2
Highly satisfied 21 441
Satisfied 90 8100
Neutral 33 1089
Dissatisfied 16 256
Highly Dissatisfied 2 4
TOTAL 162 9890

X = 32.4
S = 34.06
t = 2.134

tcal ≤ t0.05/2, 4 = 2.776

Q: How satisfied are you with customer service
staff of your ISP? (Quick in Processing)
OPTIONS FREQUENCY (X) X2
Highly satisfied 17 289
Satisfied 56 3136
Neutral 56 3136
Dissatisfied 27 729
Highly Dissatisfied 6 36
TOTAL 162 7326

X = 32.4
S = 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 = 32.4
S = 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
 Conclusion
• 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
 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.

 SUGGESTIONS &
RECOMMENDATIONS

• Improvement in network coverage.

• Provide high quality speed

• Launch more high speed lines in affordable prices.

 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