Chapter 1

THE PROBLEM AND IT’S BACKGROUND

Introduction

This paper discusses the satisfaction of PLDT subscribers in San Miguel Tarlac

City With the advent of the information and communication technology era, the world

had Been reshaped. Everything has become fast paced. There has been a growing need

for Telecommunications and internet services. People from all walks of life including

Businesses want to experience limitless capacity to cross borders in just a few clicks.

The Philippine long distance telephone company (PLDT) was started in the

Philippines On November 28, 1928. The Philippines legislature granted PLDT the

franchise to Establish and be able to operate telephone services, following the merger of

4 telephone Companies under a common US ownership.

Are PLDT subscribers in San Miguel Tarlac Are satisfied in their current internet

connection. Based on our survey in some internet Shop in San Miguel area 80% are not

satisfied because of slow internet connection. PLDT is the leading telecommunications

and digital services provider in the Philippines. PLDT is the largest and most diversified

telecommunications company in the Philippines.

The purpose of this study is to know if the PLDT subscribers are satisfied in their

Current internet connection.

PLDT is the leader in providing telecommunication services in the country.

The company’s business can be divided into three main business areas: fixed line,

wireless, and information and communication technology.

 PLDT is the leading telecommunication service provider in the Philippines.

Through its three principal business groups-wireless, fixed line, and information and most

diversified range of telecommunications services across the Philippines’ most extensive

fibber optic backbone and wireless, fixed line and satellite networks. Pldt is listed on the

Philippines stock exchanges (PSE: TEL) and its American depositary shares are listed on

The New York Stock Exchange (NYSE:PHI) and the Pacific Exchange.

PLDT is the largest and most diversified telecommunications company in the

Philippine. Notwithstanding the many technological changes that pldt will encounter in

the future one thing will remain steadfast - its commitment to serving the nation and

providing communications solutions to Filipinos.

As a publicly-listed Philippine corporation, PLDT is covered by corporate governance

rules and regulations of the Philippines securities and exchange commission (Philippines

SEC) and the same time, PLDT voluntarily complies with the corporate governance

standards of the New York Stock Exchange (NYSE). PLDT as an associated company of

First Pacific Company Ltd. (First Pacific), which is listed in the Hong Kong Stock

Exchange, also looks to the corporate governance standards of Hong Kong for guidance

and benchmarking purposes.

a. statement of the problem:

The purpose of this study is to understand the costumer satisfaction of PLDT

subscribers in San Miguel, Tarlac.

b. sub question:

Why people prefer PLDT rather than GLOBE or other telco?

 c. significance of the study:

Importance of telecommunication in business. Telecommunication serves as an

important tool for business and many benefits. … they can use telecommunication

devices to receives and send messages, access data, participate in conference, and work

on documents.

Telecommunications involves the study of the science and technology that is

involved in communications at a distance. As such, students learn about the installation

maintenance of video, audio, and multimedia equipment. Business and industry practices

and standars are studied. . . . information technology communications.

Telecommunication serves as an important tool for business. Owning to it

companies are Experiencing more success and many benefits. Telephones. Are still used

by most companies. … they can use telecommunication devices to receive and messages,

access data, participate in conferences, and work on documents.

d. scope and delimitations of the study:

This study understands the satisfaction of the PLDT subscribers in their internet
connection San Miguel, Tarlac.

e. definition of terms:

Telecomunication - communication over a distance by cable, telegraph, telephone, or

broadcasting.

PLDT - formerly known as the Philippine Long Distance Telephone Company , is the

largest telecommunications and digital services company in the Philippines and the most

known internet service provider.

Diversified - make or become more diverse or varied.

Benchmarking - a standard or point of reference against which things may be compared

or assessed.

Notwithstanding - inspite of the fact that.

.
 Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter contains the review of related literature and studies in both foreign and

local that serves as a source of information and guide for the reliability of this

research study, which is understanding the satisfaction of PLDT subscribers.

Related Literature

Based on MANILA, Philippines (2017) PLDT still no.1 among mobile subscribers.

PLDT Incorporated is still the dominant telecommunications firm in the country in terms

of mobile subscriber base, but its lead against rival Globe Telecom Incorporated that

narrowed in the past 2016. PLDT said its subsidiary, Smart communication Incorporated,

closed 2016 with 63.03 million subscibers, 3% lower than in 2015. This is compared to

Globe’s 62.8 million subscribers in 2016 or a 16% jump from 2015.

We have been losing subscriber base consistently over the past 8 quarters,’’ PLDT chief

revenue officer Eric Alberto said in a briefing in Makati city on Tuesday, march 7. He

said one of the reasons for the continues decline is the “cleaning up inactive accounts.”

The momentum of the decline is so strong that it will be difficult to reverse the total

picture. What we are trying to do, at best, is we should be able to do, at best, is we

should be able to arrest the decline,” alberto added. As of February 2017, alberto said

PLDT’s mobile subscriber base increased to 63.17 million.

“As the chairman said, these are green shoots. Both revenue and subscriber count

indicators are saying we are heading in the right direction,” alberto said attributing the

slight increase to” a confluence of a number of things, including a good network.”

PLDT saw its core net income plunge to P27.9 billion last year down, 21% from the

2015 as revenues plunged and expenses jumped due to its digital pivot. The telco giant

reported that its revenue fell to P165.26 billion in 2016, from P171.10 billion in 2015.

Its expenses jumped to P140.56 billion in 2015. “This year 2016 has been a period for

resetting of the many dials of our company, profitability has been reset to a lower level,

reflecting the impact of the changes in the business, our customer base, and our

organization,” PLDT chairman Manuel V. Pangilinan said in the briefing. “we are glad

2016 is over,” he added

Moving forward, Pangilinan expects a better 2017 for PLDT . For this year, PLDT

expects its earnings before income tax, depreciation, and amortization (EBITDA) to grow

by P8.8 billion, or to P70 billion from P61.2 billion in 2016 . The telco has also aims to

close 2017 with a higher recurring core income of P21.5 billion, from P20.16 billion in

2016, mainly due to the anticipated gain from asset sales in Beacon Electric asset

Holdings incorporated by the first half of the year . As it shifts its attention to the f ixed-

line segment, PLDT is pouring bulk of its capital spending budget this year into that

market. “ in the course of capital expenditures budgeting this year, there is greater

proportion allocated in the fixed-line network. We want to make that the dominance of

PLDT im the fixed line side continues both to the fiber to the home and to the copper

side”, Pangilinan said

PLDT has earmarked a capital spending budget of P46 billion in the year 2017, P3.2

billion higher than in 2016. “All told, I think you could see some green shoots of

recovery. I don’t think we will be completely out of the woods yet. I think there are still

lots of improvements to be done” Pangilinan said. (Research from Sofia Tomacruz)

Related Studies

Foreign

PLDT was the sole Philippine ICT and digital services provider honored during the

annual awards , which recognizes the best services and technology, professional excellence,

leadership, and innovation in the global Carrier Ethernet (CE) community. PLDT once

again receives recognition for its unwavering commitment to network excellence, gaining

top honors at the MEF 2017 awards. The country’s leading ICT and digital services

provider, PLDT was awarded Retail Service Provider of the Year and Wholesale Service

Provider of the Year for Pacific Asia, as well as Enterprise Application of the Year. The

PLDT group’s highly resilient network and nationwide coverage enables the delivey of

these high level Ethernet sevices to enterprises across the country. Its strong partnerships

with International carries also bolster PLDT in expanding its Ethernet capabilities beyond the

Philippines. PLDT’s network is also superbly supported by its 66 MEF Carrier Ethernet

Certified Professionals (CECPs)- the most in the country.

Local

According to Desiderio (2017), PLDT Inc. dominates Philippines’ home broadband

business last year upholding 10 percent growth in their audited revenues from the past

2016. In a statement, PLDT said it had a market share of over 60 percent of the home

broadband business last year given its broadband bundles that offers quality data service,

as well as content and other digital services. PLDT’s revenue from the home broadband

business stretch to P29.3 billion last year, up to 10 percent year on year. Along with
the enterprise business, home broadband is still expecting to be one of the key growth

drivers for the PLDT Group as it moves toward data and digital services.

Conceptual Framework

This study aims to determine the profile of the respondents in terms of: age and

gender specially this study also determined the level of PLDT subscribers satisfaction in

San Miguel, Tarlac in their internet connection.