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University of the East, Caloocan City

Elementary and High School Department

A Study on the Customer Satisfaction Rate on the Internet

Services Provided by the Major Telecommunications

Companies in the Philippines as perceived by Grade

11 – ABM Students of University of the East –

Caloocan for the First Semester of

School Year 2017 – 2018

Submitted by:

Guillermo, Dea Angelica S.

Hernandez, Frank Steven J.

Lleno, Mcdaryl I.

Maclang, Kate Q.

Manapsal, Rizza C.

ABM 12-1

Submitted to:

Mrs. Elizabeth M. Valbuena



With the continuous modernizations and developments in

technology, life has become easier for human beings. Most

individuals, nowadays, tend to depend on various technological

advancements in accomplishing their daily tasks. These

technologies generally enhance people’s productivity. It turned

manual processes into automatic maneuvers, simplified industrial

duties; and as a result, making our life convenient and more


One of the most used advancements in our present period is

the Internet. The Internet connects billions of its subscribers around

the globe. It is made up of millions of computer networks and has

made interactions a lot easier and accessible for everyone. It was

based on the Advanced Research Projects Agency Network

(ARPANET), the first workable prototype of the Internet in the late

1960’s and is funded by United States. It was later developed by

Robert Elliot "Bob" Kahn and Vinton Gray Cerf which were known

as the “Fathers of the Internet”.

Living in a digital age where almost all things are instant and

just one-click away, Internet became a primary necessity. In fact,

the United Nations declares Internet access as one of the basic

human right. In line with the progression and development of

technologies, it greatly helped people to live a better life by means of

providing an easy way to communicate, socialize or interact, gather

and disseminate information. In addition, Internet serves as an

entertainment channel which makes it part of every person’s leisure.

Internet is also vital in the field of Education wherein the

process of creating, acquiring and spreading valuable information is

considered to be never-ending. Having an access to Internet will help

teachers seek, validate and use the available information for the

improvement of their teaching career. Students will be able to gain

necessary information from which they will utilize to gain deeper

comprehension of the lessons they had. Moreover, it can also help

in the facilitation of enrichment activities such as projects, home

works and researches. E-books and online modules provides an

alternative mode of access which are mainly suggested in schools

instead of using traditionally published books.

Internet served as a bridge in connecting different people in

the world. Communication is accessible through the use of internet

because it can be done at any time and place for as long as there is

an Internet connection present in the area. Overseas Filipino

Workers (OFW) were able to have a conversation with their relatives

in the Philippines. The Internet makes it possible to create a virtual

world of connection between two or more individuals located in

different places.

As the world advances in every field, globalization arises and

causes a huge competition between businesses, agencies and

industries all over the world. The existence of Internet provided

recent news, knowledge, economical issues, and technological

trends and strategies that will prominently help entities to adjust

and improve their marketing activities, operations, and develop their

communications technology for an effective and efficient data

transfer. Internet also offers an instant yet the most effective

marketing strategy for publicity which is accessible from all over the


However, the benefits of Internet cannot be fully enjoyed in

the Philippines for various reasons. Akamai reports that Philippines

has the most expensive and slowest Internet speed in the Asia Pacific

in the last three months of 2016. The average Internet speed in the

Philippines is 4.5 mbps. The fact that the country has a slow

connection denotes that it has an inconsistent performance as well.

In addition, the country cannot easily adapt the newer Internet

technologies. The Fiber Optic Technology, which is considered to

deliver the fastest internet speed, is still on the process of

development in Philippines so only some areas can subscribe to the

new technology. The Internet subscribers in the present still suffers

from the inconsistent performance and expensive offer of DSL and

Broadband plans due to the slow adaption of the said technology.

In that case, many Filipinos cannot fully enjoy the convenience the

Internet can potentially give to it users.

The problems cited above gave impetus that a research may

help in enlightening the actual and potential subscribers on which

Internet Service Provider (ISP) offers the best service and plan in the

Philippines. Knowing that the said service is expensive, the

customers will think and decide which plan from different ISPs

guarantees satisfaction, suits their need and offers the best

investment return. Thus, giving ideas on the ISP’s service offers may

help them to decide on which provider will they patronize and which

of the deals plans offers the best investment return.


This study aims to determine consumer satisfaction rate on

the Internet services provided by major telecommunications

company duopoly: PLDT Group and Globe Telecom.


1. To compare and contrast the internet services provided by

the PLDT Group and Globe Telecom.

2. To examine customer’s experience while using Internet

Services provided by the said telecommunications


3. To detail the difficulties, if any, the customers encountered

during their subscription.

4. To establish plans to address the difficulties of the


5. To develop and present, based on the findings of this

study, a marketing recommendation to address the

insufficiency of the said companies.


Based on the studies and tests conducted by Akamai, the

researchers could have a tentative presumption that the respondents will

most likely be dissatisfied with the Internet Services. Customer

satisfaction rate will serve as the dependent variable and their experiences

on the services will be the independent. Furthermore, different

confounding and extraneous variables may still refute and alter this



The research is focused on determining the satisfaction rate of

Grade 11 ABM students of the University of the East-Caloocan towards

the internet services provided by the telecommunications duopoly:

Philippine Long-Distance Telephone Company Incorporated (PLDT Inc.)

and Globe Telecommunications. It aims to know the satisfying and

unsatisfying aspects of the services provided by the said

telecommunications company. To measure and determine the satisfaction

rate, survey was conducted in order to determine the customer’s

satisfaction rate. Results were limited only to the judgments and

experiences of the students regarding the internet service provided by the

said companies.

From the total population of grade 11 students of ABM, a sample

size of 50 was used for determining the customer satisfaction rate from

the Internet service provided by the said companies. Twenty-five of the

participants were female and the other half were male. Data will be

analyzed by using statistical methods such as hypothesis test and

measures of central tendency.


 Customers

 Actual - The findings of this study will be able to provide

information to customers who think on shifting to other

telecommunications company that is better in terms of the

quality of services they provide.

 Potential - Customers who want to avail internet services will

benefit in this study by providing them with information

regarding the satisfaction of current or existing customers on

a particular service provider.

 Telecommunications Company and their Subdivisions

 Advertising Unit - They would be able to strengthen

advertising techniques and employ strategic and tactical

measures to attract customers.

 Sales Unit - They would be able to make use of promotional

techniques to design specific programs that would cater

customer's needs and expectations.

 Middle-Level Management - This study will be able to provide

the information needed by telecommunications companies,

including their weaknesses and strengths, in order to make

adjustments on their services and to maintain or to improve

the level of their customer's satisfaction. With the use of the

acquired information, it could help in strategic and tactical

decision-making process.

 Researchers and Public

 Researchers - They will be able to use information and

results of this to further elaborate this research. They would

be able to have the opportunity to identify gaps that mat may

be present in this research.

 General Public - The community as a whole will be able to

acquire facts and statistical data from the findings of this

study, and use them to broaden their comprehension and

view about what is happening in the competitions of

telecommunications companies, their standings, and their

customer's assessments about the services they provide.


 ARPANET – Advanced Research Projects Agency Network is the first

prototype of Internet. It became the foundation of the internet we have


 Content - this refers to anything that is uploaded on a website. Some forms

of it are photos, videos and it also includes other file formats.

 DSL – Digital Subscriber Line (DSL) is a high-speed Internet service

that makes use of phone lines to deliver internet connection.

 E–books – Electronic books are published materials in electronic or

digital format that can be accessed with the use of gadgets.

 Fiber Optic Technology – Internet technology that uses glass (or plastic)

threads (fibers) in order to have greater bandwidth that is necessary for

greater amount of data being transmitted.

 Internet – it is a unified network that facilitates the sharing of content

and data from different networks with the utilization of different

network protocols.

 ISP – Internet Service Provider are specific entities that provides

internet services commercially.

 Social media platform - this refers to any website which creates a single

place where its users can interact with each other.

 Subscriber – refers to any user of any Internet services.



Slow Internet Speed in the Philippines

Philippines is one of the countries that has slow internet connection

all over the world. A news report from Philippine Star revealed the reasons

why the country has poor internet speed. Avila (2016) found out that

telecommunication companies were chained by the bureaucracy and

corruption of the local government units. Mr. Ernest Cu, Globe Telecom

president and CEO, said that Philippines has only 15,000 cell sites all over

the country. According to the interview held by Avila (2016) to the CEO of

Globe Telecom, the internet service providers in the Philippines were eager

to build more cell sites but narrow-minded politicians made bureaucratic

blocks and the companies cannot pursue the building of more

infrastructures. Thus, this hindrance limited the potentials each

telecommunication company can give to each subscriber. In addition,

Jiao’s (2016) news report revealed the following: Rodolfo Salalima, who

heads the newly-formed Department of Information and Communications

Technology (DICT), said that the government gave away frequencies in the

past to telco companies who had no intentions of putting up networks.

These internet service providers only wanted the frequencies as

investments, holding on to them until they can sell them off later for a

much higher price.

It can be concluded that the government units and

telecommunication companies were the problems why internet service in

the Philippines has a slow improvement. Both institutions focused on

gaining more money rather than providing the suitable and best services

for each subscriber. The newly-formed department helped in pointing out

the problems that need solutions in order to deliver faster internet speed

to its consumers.


Avila, B. (2016). Reasons why our Internet speeds are so slow. Philippine

Star. Retrieved from


Jiao, C. (2016). Gov't: cell towers, frequencies to blame for slow Internet.

CNN Philippines. Retrieved from


Internet Service Providers in the Philippines

The telecommunications industry in the Philippines are mostly

operated and owned by the duopoly, PLDT Inc. and Globe Telecom Inc.

Aside from those two companies, there are still other internet service

providers in the Philippines. iMoney (2017) gave the complete list of

internet service providers present in the country aside from the said

duopoly. They are the following:

1. Sky Broadband – Leading cable TV provider that also offers

broadband cable internet connection, conveniently bundled with their HD

cable TV subscription.

2. Eastern Telecom – Offers dedicated Internet direct service running

on leased line technology and also offers DSL Internet suitable for smaller

offices or for work from home employees.

3. Converge ICT – Provides home, SME, or enterprise broadband

Internet based purely on fiber optic connectivity.

4. Infinivan – Through partner cable TV operators, they offer high

speed copper, fiber, and wireless Internet access geared towards business

or enterprise accounts.

5. RISE, Inc. – Offers fiber Internet packages mostly aimed at small

businesses and enterprise or corporate clients.

6. Edgecomm – Specializes in satellite Internet services.

7. We Are IT Philippines – Provider of wireless broadband services,

intranet broadband services and mobile and fixed satellite Internet


8. PT&T – A long time, leading national telegram service provider, they

have now transitioned to delivering wireless dedicated or shared

broadband access on an all fiber core network.

9. Textron – Targeting the corporate market, they offer fully dedicated

wireless broadband Internet service.

10. iXS – Mostly focused on enterprise customers, providing dedicated

leased-line Internet service.

11. Radius – A subsidiary of MERALCO, they pride themselves on

running a 100% pure fiber network.

12. NexLogic – Provides both residential and business Internet

connectivity through their cable TV operator-partners.

The telecommunications company included in the duopoly have

distinction in providing service. PLDT Inc. is known to have the best

coverage in the Philippines. It owns 70 percent market share in

telecommunications industry. Over 1.3 million residents subscribe to

PLDT’s services. Globe provides the fastest yet affordable in internet

service in the Philippines. Globe offers packages ranging from 2 Mbps to 1

Gpbs. It also offers many additional packages from each of the company’s

offered plans. It just depends on how much you are willing to spend for

fast Internet service or high data allocation. You can get speeds of up to

100 Mbps to match your elite lifestyle for just ₱2,499 per month. With this

package, you also get 1 TB of monthly data; free Netflix, HOOQ, and NBA

league pass for 6 months; a free landline with WiFi router and unlimited

calls to Globe/TM. The other internet service providers have limited

consumers to serve and coverage in the country.


Imoney (2017). Choosing the best internet service provider in the

Philippines for 2017. iMoney Learning Centre Philippines. Retrieved from


Globe, PLDT 'support' call for faster internet after Duterte warning

After receiving a proclamation from the incoming president Rodrigo

Duterte, telling the country’s biggest telecommunications companies that

he will allow foreign internet providers to enter the market if they will not

improve their services, Globe Telecom and Philippine Long Distance

Telephone (PLDT) Company have both issued their respective statements

about their support for improving the country’s internet services.

Yoly Crisanto, the Senior Vice President for Corporate

Communications of Globe Telecom stated that they are in line with

providing the country with faster internet services and asserted that they

are, in fact, in the lead of creating infrastructures nationwide to make

internet services more accessible either through mobile or wireline, made

possible by their large investments over the years. He also asserted that

the government has an essential role to play in improving internet services.

This includes, IP peering promotion, addressing the issues of permitting,

right of way, and site acquisition for the faster and low-cost building of

infrastructures. Globe also stated they welcome the entry of new players

in the market under an environment that is supportive of business.

On the other hand, PLDT spokesman, Ramon Isberto stated that

they support the government’s effort for improving telecom services and

proclaimed that PLDT has been in the middle of a major 3-year network
investment program in improving telecom, as well as internet services for

PLDT and Smart customers and they will assist national development



GMA News. (2016). Globe, PLDT 'support call' for faster internet after

Duterte warning. Retrieved from


Factors to Consider When Choosing an Internet Service


Internet has become a necessity in everyday operations and

activities of people. Harris (2016) found out that it cannot be denied

that every person wants to feel good about the internet you paid for

and the service you receive. In addition, he stated that there are 5

factors to consider when choosing an internet service provider.

These are the following:

1. Location – Not all internet service providers work well in every

area in the country. Getting the list of available providers in your

area would help you to start the review process for each provider.

2. Security - Everyone has private or privileged information being

saved on their computers or servers. All of that private

information has to be protected as well as it can be. Encrypting

your wireless internet connection will prevent people from

accessing your network, unless given permission by you. Another

benefit of encrypting your network is your ability to monitor

activity online. You’ll be able to detect suspicious movement if it

were to occur, and take the appropriate action to squash any

unwanted activity.

3. The Need for Speed - Consider the maximum number of

individuals that could be using your internet at the same time. If

you have three or four teenagers in the house, and they all want

to stream video online, you might consider paying extra for higher

download speeds. The same goes for the office. How many people

are going to be accessing the network and what will they be doing

on their computer? Paying a little extra to guarantee a smooth

and speedy internet user experience can be worth it.

4. Cost is all relative - Households will often be less expensive than

businesses, due to user numbers being lower in most instances,

and businesses with ten or more people may have to make an

additional investment.

5. Do not rely on customer service all the time - When a problem

occurs with your internet, you will probably want to fix it quickly.

Generally, internet service providers will not be able to pop over

to your house or place of business immediately to fix a problem.

More often than not, people write bad reviews about a company

instead of publish testimonials of how great their customer

services experience was. Be careful when reading these reviews,

focus more on the best fit for your situation, because it’s not

uncommon for people to have challenges with their internet on



Harris, R. (2016). The top 5 factors to consider when choosing an

internet service provider. Lighthouse Technology Services. Retrieved



Internet service provider satisfaction survey 2017

The CHOICE ISP satisfaction survey examined the ratings of

customers towards their ISP on various attributes and overall

satisfaction, including the problems that they had encountered

while using their ISP. The CHOICE ISP claimed that no provider does

significantly better than others when it comes to performance.

Furthermore, the major difficulties customers dealt with are related

to slow internet speed and connection inconsistencies of their ISP

which greatly affected their satisfaction to the service delivered.

According to Page (2017), various reasons affect customers’ loyalty

and satisfaction towards an ISP. The factors that consumers need

to assess in choosing an Internet Service Provider are

reliability/consistency of connection, speed, value for money,

technical support, customer service, billing clarity, range of plans,

and bundling. Results indicate that value for money and price are

the main reasons for the shifting of most customers between

different internet service providers in the past six months.


Page, R. (2017, July 6). Internet service provider satisfaction survey

2017. Retrieved from



How do I choose the best internet service provider?

Pinola (2013) stated important concepts a subscriber need to

know before availing an internet service. Various concepts were

mentioned such as DSL, satellite, fiber optic service and cable.

Moreover, the writer emphasized availability as the most important

factor to consider. In particular, these are the factors a potential

subscriber should pay attention to:

1. Download and upload speeds – A subscriber wants a fast

internet speed at the price that fit the allocated budget.

2. Cost and contract – This is the required tenure of service and

costs incurred because of the contract.

3. Terms of service – This includes the data caps and


4. Add–ons and special features – These are the miscellaneous

items integrated with the offer.

5. Reliability - A subscriber must be able to maximize the service

at a particular tenure.

6. Customer support – It refers to the performance of customer

service and after sales support that guides the consumer to

address queries and problems.


Pinola, M. (2013). How do i choose the best internet service provider?

Retrieved from



Customer Satisfaction on the Services of Telecommunication


Telecommunication refers to the collection of technologies

that can be used to send information over distance. It involves the

use of mobile phones, landlines, satellite phones, and voice over

internet protocol distance. The Philippine telecommunication

industry in line with its robust change and development is

challenged on how they should perform quality of services to justify

people’s need.

Alvarez & Saldivar (2015) cited two basic approaches to

achieve customer satisfaction: as an outcome and as a process. They

described outcome approach as associated with experience,

emotion, fulfillment and taste upon consumption while process

approach refers mainly to the perceptual and psychological factors

which greatly contributes to customer satisfaction.

The study was conducted in order to know and to whether the

respondents are satisfied with the services offered by the six

telecommunication providers: Globe, Smart, Sun Cellular, Talk-

and-Text and Touch Mobile in Santiago City. Comparative Research

design was also used by the researchers to compare and contrast

the different strategies used by these companies to efficiently and

effectively render their services. Research findings revealed that the

respondents were satisfied on the services specifically network

coverage, promotional activities, internet services, text and call

services and customer service offered and provided by the

telecommunication companies in Santiago City.

Alvarez, M. & Saldivar, J. (2015). Customer satisfaction on the

services of telecommunication companies. Journal of Technology,

Business Education & Interdisciplinary Studies. Vol. 1, No. 1, 2015

Pricing in Regulated Industries: The Telecommunications


In this study, Cayanan & Suan (2014) examined the effects of

pricing to the telecommunications sector. The researchers pointed

out that competition resulted to a more customer-oriented company.

For customer retention to take place, there should be large

investments in technological enhancements. Though competition

brought down prices offered by service providers, it is still one of the

highest in Southeast Asia. The price must exceed the benefits that

a consumer is getting in order to create customer value. The study

also identified that regulators are having a hard time establishing

fair rates for they do not have enough power to regulate the said

industry. The telecommunication is open to competition, but there

are restrictions regarding foreign ownership (Cayanan & Suan,


The recommendations to enhance the availability, quality and

prices of telecom services were specifically detailed in the research.

First, the National Telecommunications Commission (NTC) should

conduct public hearings to discuss and determine fair and

reasonable tariff. Then, the government should determine the

reasonable Return on Equity and monitor costs of financing

activities. Next, the legislators must welcome the sector to foreign

investors to allow healthier competition. Also, there should be an

affluent fine for those who fail to comply with NTC directives. Lastly,

NTC itself should be equipped with up-to-date technologies to carry

out its mandate in regulating the telecommunications industry.


Cayanan, A. & Suan, I. (2014). Pricing in regulated industries: the

telecommunications sector. Philippine Management Review 2014,

Vol. 21. Retrieved from

Assessment of the Structure, Conduct, and Performance of the

Philippine Telecommunications Industry

The barriers to entry such as capital requirements,

subscriber’s base and brand image (Patalinghug, Manuela, Lizares,

& Patalinghug, 2017). The structure of the market is controlled by

incumbents such as Globe and PLDT prices, product offerings and

innovations. The present two-player structure is closely competitive.

The research also stated that capital intensity, sunk costs and

economies of network size prevents the realistic entry of third player.

A publicly-owned third player that builds a large network could fill

in the gaps in the present stature of the network. However,

spectrum allocation process that is currently confidential, is

important because this greatly affects the market structure.

Enhancement of services could add up 0.3 percent of GDP

growth. The internet transformed the workplace and ideation which

covers the 21% of GDP. The researcher emphasized the creation of

national broadband policy to resolve high prices, slow speed and

poor service. Internationally, the Philippines rank in terms of

internet performance but through technological investments, the

insufficiencies are being addressed gradually. The research analyzed

the recommendations Philippine Broadband: A Policy Brief.

1. Adoption of open access network infrastructure model

requires structural changes in system

2. Updating ICT laws and policies is a must

3. Promotion of IP peering agreement is reasonable

4. DICT could focus on strategic planning of ICT

5. Spectrum allocation improvement requires reinforcement of


Though, telecommunications industry internationally

consists of 3 to 4 providers, a third competitor could have a hard

time entering the market due to disadvantages. The research

pointed out that the government is the most realistic one but its

social value such as cost-insensitive culture to pour investments in

the “last mile” and to build a network that would match the existing

networks. Historically, the government has failures in administering

the provision and operation of utility services.


Patalinghug, E., Manuela Jr., W. and Lizares, R. and Patalinghug,

J. (2017). Assessment of the Structure, Conduct, and Performance of

the Philippine Telecommunications Industry. Retrieved at .


Customer Satisfaction towards Broadband Services of Telekom


The research study was conducted to discover and examine

the customer satisfaction of broadband services provided by

Telekom Malaysia (TM) in Sibu, Sarawak, Malaysia. Wong (2014)

investigated and analyzed the factors affecting the satisfaction level

of the customers for the said broadband service provider. These

factors include:

1. Package’s price

2. Service Quality
3. Age

4. Gender

5. Education

6. Income

7. Employment

The approach used was Correlation research. It is a

quantitative methodology wherein the researcher tries to determine

if there is a significant relationship between two variables

(dependent variables and independent variables) within a group of

subjects. Consequently, survey questionnaires was distributed to

collect information of variables.

The result showed that customer satisfaction does not have a

significant relationship with age, gender, educational attainment,

monthly income, as well as employment status. On the other hand,

the study revealed that the package’s price and service quality were

significant factors that have a direct effect on its customer’s

satisfaction level.

It was stated in the recommendation that future studies

should include other independent variables that were not included

in the study to further elaborate and to have a more in-depth

analysis of the factors influencing customer satisfaction rate for

broadband services in Sibu, Sarawak, Malaysia. This includes the


1. Location

2. Customer loyalty

3. Customer retention

4. Billing accuracy

5. Purchasing process

6. Competitive pricing

The researcher also recommended to expand the future

research’s area of study from Sibu to other divisions in Sarawak,

Malaysia. In this way, future researchers would be able to acquire a

more precise and reliable results and conclusions. In addition to its

recommendations, it stated that future studies should be

multilingual for their survey questionnaires such as the utilization

of English, Malay, and Mandarin for some respondents who have

difficulty in understanding the questionnaires that were prepared in

a certain language.


Kiet, W, (2013). Customer satisfaction towards broadband services

of Telekom Malaysia. Retrieved from Satisfaction Towards Broadband

Services of Telekom Malaysia %28fulltext%29.pdf

Wireless Internet Service and Customer Satisfaction: A Case

Study on Young Generation in Bangladesh

Roy (2013) named the two basic types of wireless Internet: a

wireless Internet connection through a device called a router (the

wireless Internet called Wi-Fi), and then there is wireless Internet

access through the cell phone data network which is very common

and widespread everywhere. Wireless Internet, whether it is via cell

network or wireless router serves the same function: for people to

have connection to the Internet to send out information to a receiver

of some sort.

The main purpose of the researcher was to determine whether

there is a difference in satisfaction between male and female

youngsters in Bangladesh regarding wireless Internet service with

respect to the 14 variables.

1. Satisfaction with network coverage

2. Upload/download speed

3. Frequency of dropping network

4. Availability of customer care center

5. Availability of 24 hours customers support center

6. Customer care staff response of your complaints

7. Home service facility

8. Setup charge
9. Charge of prepaid/postpaid bill

10. Availability of prepaid carad/bill payment system of postpaid

11. Promotional offer of service provider

12. Developed/updated website

13. Different programme arrangement

14. Brand image

The data of the study was collected from 100 students (50

female and 50 male) from different universities in Dhaka using a

structured survey questionnaire. The data was analyzed through

one-way ANOVA technique. The result of the research showed that

there are differences in the satisfaction level of the three variables:

availability 24 hours of customer care center at 95% level of

confidence, set-up charge and lastly, promotional offer of service

provider at 90% level of confidence between male and female



Roy, P. (2013). Wireless internet service and customer satisfaction:

a case study on young generation in Bangladesh. Asian Journal of

Applied Science and Engineering, Volume 2, No 2. Retrieved from

An analysis on customers’ satisfaction towards internet service

The Internet is changing the way to work, socialize, create and

share information, and organize the flow of people, ideas, and things

around the globe (Sumathisri, 2014). It is no surprise that living in

this digital age, the Internet has become a great necessity for most

people. It made life easier and more convenient to human beings by

providing unlimited access to information and communication and

increasing an individual's efficiency, effectiveness, and productivity.

Due to this, studies have been conducted to measure the

satisfaction of customers towards various Internet Service Providers


Sumathisri (2014), aimed to find out the satisfaction rate of

customers towards the capacity of work delivered by various

Internet Service Providers (ISP’s) in India. Factors such as price,

quality, speed, schemes and customer care services are used as

determinants in measuring the level of satisfaction of customers

towards the services given by these ISP’s. There is wide agreement

that satisfaction is a person’s feeling of pleasure or disappointment

resulting from comparing a product’s perceived performance (or

outcome) in relation to his or her expectations (Ilias & Panagiotis,

2010). Therefore, satisfaction is comprehensively related to

consumers’ changing expectations. The researcher asserted that the

price and quality are major determinants of consumer satisfaction,

having significant positive and highest correlation effect among

other factors.


Sumathisri, B., Muthumeenakshi, M., and Anand, S. (2014). An

analysis on customers’ satisfaction towards internet service

providers. European Journal of Business and Social Sciences, 3(3),

pp 68-81. Retrieved from