Group 2 BSBM 3D Revised

ATENEO DE DAVAO UNIVERSITY
BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT
A Study on the Influence of Service Quality Internet Providers to Customers Satisfaction
Submitted to the Faculty of the School of Business and Governance in Partial Fulfilment
of the Requirements for the degree Bachelor of Science in
Business Management
Submitted by:
Amoy, Symon Angelo

Baguio, Beverly
Damasco, Jerber
Rubi, Joseph Roy
Zanoria, Noiren
Adviser:
Dr. Henry M. Yap, RGC
January 2021
ii
ABSTRACT
This study aimed to identify the underlying impact of customer satisfaction with
service quality on internet providers. This study used five variables: speed of internet
access, reliability of internet access, access to online educational materials, duration of
internet access and customer satisfaction.
The researchers used a correlational design as the research measurement tool
since the study was about correlation between the influence of Service Quality of Internet
Providers to Customer Satisfaction. This study was a quantitative kind of business
research since it measured the relationship of the two variable. The researchers gathered
data from Business Management student of Ateneo de Davao University through online
survey questionnaire due to the COVID-19 pandemic. The data of this study was
analyzed and interpreted using Mean, Standard Deviation, and Stepwise Regression.
The results of the study show that the service quality of internet providers have
low level of speed of internet access, reliability of internet access, access to online
educational materials, duration of internet access and customer satisfaction with an
average mean of 2.39, 2.18, 2.29, 2.47, and 2.23 respectively with 4 as the perfect rating.
The results also show that the internet provider's service quality has affected customer
satisfaction with the service in some way. The null hypothesis is rejected which results
that the relationship between the four indicators and the dependent variable is significant.
Key words: speed of internet access, reliability of internet access, access to online
educational materials, duration of internet access, and customer satisfaction.

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TABLE OF CONTENTS
Page
Abstract ii
Table of Contents iii
List of Table v
List of Figure vi
CHAPTER 1: INTRODUCTION 1
1.1 Background of the study 1
1.2 Framework 4
1.2.1 Theoretical Framework 4
1.2.2 Conceptual Framework 6
1.3 Statement of the Problem 8
1.4 Hypothesis 9
1.5 Significance of the Study 9
1.6 Scope and Limitation 10
1.7 Definition of Terms 11
CHAPTER 2. REVIEW OF RELATED LITERATURE 12

2.1 Customer Satisfaction 12
2.2 Service Quality 15
2.4 Customer Satisfaction and Service Quality in Internet Connection 20
and Online Learning
2.5 Synthesis 29
CHAPTER 3: METHODOLOGY 30
3.1 Research Design 30
3.2 Unit/s of Analysis 31
3.2.1 The Variables Under Study 31
3.2.2 Type of Data 31
3.2.3 Source/s of Data 32
3.2.4 Sampling Design 32
3.2.5 Sampling Frame 32
3.2.6 Sample Size 32
3.2.7 Respondents 33
3.3 Research Instrument 33
3.3.1. Description of the questionnaire 33
3.3.2. Table of Specification 34
3.3.3.Scoring 34
3.3.4.Interpretation 35
3.3.5.Validity 41
3.3.6.Reliability 42
3.4 Data Collection Method 43
3.5 Statistical Treatment 45
3.6 Ethical Considerations 46
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CHAPTER 4: FINDINGS AND APPLICATION 47

4.1 Results 47
4.2 Analysis and Interpretation of Results 69
4.3 Implications to Theory 74
4.4 Implications to Practice 75
4.5 Implications to Research 76
CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS 77

5.1 Conclusion 77
5.2 Recommendation 78
REFERENCES 79
APPENDICES 85
APPENDIX A 85
APPENDIX B 86
APPENDIX C 96
APPENDIX D 99
APPENDIX E 101
CURRICULUM VITAE 102
v
LIST OF TABLES
Tables Page
3.1 Table of Specification 34

3.2 To interpret the level of Speed of Internet Access 36
3.3 To interpret the level of Reliability of Internet Access 37
3.4 To interpret the level of Access to Online Educational Materials. 38
3.5 To interpret the level of Customers Satisfaction. 39
3.6 To interpret the level of Duration of Internet Access. 40
3.7 The interpretation of the r values 41
3.8 The interpretation of the p-values 42
3.9 Average Rating for Researcher’s Questionnaire 43
3.10 Reliability Statistics 44
4.1 Profile of the Respondents according to their Age Bracket 48
4.2 Profile of the Respondents according to their Sex 48
4.3 Profile of the Respondents according to Year Level 49
4.4 Profile of the Respondents according to Internet Provider 50
4.5 Speed of Internet Access 52
4.6 Reliability of Internet Access 54
4.7 Access to Online Educational Materials 56
4.8 Duration of Internet Access 58
4.9 Customers Satisfaction 60
4.10 Test of Normality 61
4.11 Pearson Correlation of Service Quality of Internet Providers and 64
Customer Satisfaction
4.12 Correlation 65
4.13 Coefficients 66
4.14 Model Summary 68
4.15 ANOVA 68
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LIST OF FIGURES
Figure Page
1.1 SERVQUAL Model 5
1.2 Expectancy-Disconfirmation Paradigm Theory 6
1.3 Illustration of the Conceptual Framework 8
4.1 Normal P-P Plot of Regression Standardized Residual 62
4.2 Scatterplot 63
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LIST OF APPENDICES
Appendix Page
A Letter for respondents 85

B Questionnaire 86
C Validator’s Form 96
D Pilot testing Cronbach’s Result 99
E Turnitin Result 101
CHAPTER I
INTRODUCTION
This study discussed the Influence of Service Quality Internet Providers to
Customers Satisfaction. This chapter covers the background of the study,
theoretical and conceptual frameworks, statement of the problem, hypothesis,
objectives, significance of the study, scope and limitations, and definition of
terms.
1.1 Background of the Study
In this study, researchers examined the underlying influence of customer
satisfaction of service quality on internet providers. Using internet providers to
reach out to their customers ensures that the customers continue to be satisfied,
and the internet companies' service quality.
Today, we are living a life where technology is involved. Throughout the
world, according to Allen (2019) we live in an era where technological progress is
now common, examples are by using Internet and gadgets. Technology affects
how people learn or think and communicate which helps the society and people;
interconnect every day with each other. It has effects which can be positive and
negative on the world and impacts our daily lives. According to the International
Telecommunication Union (ITU) on June (2020) COVID-19 outbreak has led to
amend the growth forecasts for the global economy. Its impact to the economy
made the businesses to freeze its activities such as capital budgets, hiring, and a
reduction in everything but essential operational expenses. On this global

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pandemic from, digital technologies have turns into a critical supporter of
connectivity facilitating the progression on our daily lives and connecting people
more than ever before. In the statement of Fuciu (2015) in the last two decades,
we, as individuals and at the same time as consumers living in a world where we
are in constant state of change. Customers have become more familiar with using
the Internet as means to inform their selves information in general and about other
products or services.
Stated by Pfaff (1976) If customer satisfaction is the fundamental element
of the market economy it is important to learn the satisfaction and dissatisfaction
process among Internet Service Provider (ISP) to better market Internet Service
Provider services, manage competitive forces, develop new products and price
services. Customer Satisfaction has different dimensions and measurement, where
it becomes one of the needs for managers to create an insight about customer
satisfaction base on the past experiences. (Fornell, 1992; Anderson & Sullivan,
1993; Wangnheim & Bayon, 2004). Considered as an antecedent of service as it is
used as methodology for measuring customer satisfaction. An instrument to
describe the customer satisfaction of a certain firm. .(e.g Yavas, Benkenstein, &
Stuhdreier, 2004; Carrillat, Jaramillo, &Mulki, 2007; Jamali, 2007).
In the America, according to Sunil, Srinivasan and Rangel (January 2003),
in the past, there is a rapid growth in utilizing the internet. In the marketplace
internet providers had moved the service demand. As studied by the International
Data Corporation (IDC) presented that internet service provider’s revue had
topped up to $10.7 billion in 1998 and is assumed to reach at $37.4 billion by

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2003. In 1993, America Online is the leading ISP (Internet Service Provider)
having 23% market share. The industry is also experiencing technological
changes wherein most internet subscribers or customers are provided with a
modem, cable modem access and Digital Scriber Lines (DSL) which allows
customers access internet. According to Kotler and Armstrong (2013) Customers
buy product and services intending to satisfy their own needs and wishes.
Companies develop products and services to help customers.
Stated by Roundtable expert of ITU (2020) “digitization is currently a
mitigant of the pandemic-induced disruption for only a very small elite in Africa”.
In the continent of Asia, there is an increasing usage of internet. 50% for South
Africa was the highest, with Nigeria and Kenya goes around 30%, also other
countries are 10%. 34 The perspective is the same to and from an expert located
in Asia saying “If you are not online, then you are missing on everything ˗ both
normal livelihood and work. The government's responsive policies are also
assuming the online economy works for everyone.”
In the Philippines, stated by Salac & Kim (August 2016) the Internet has
become a powerful tool for connecting people, information, ideas, resources, and
services. It has become a driving force of the economy and has provided
employment, transformed industries, improved infrastructure, and provided
efficient communication among enterprises and individuals across the globe. In
the last five years, Philippines was considered as fastest growing Internet
population with a growth of 531%, and its population is predicted to reach a 66
million mark this year. What makes the Philippines differentiate the country from
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other fast-growing peers in Asia, it is because of the level of consumer
engagement with mobile and technology.
For Davao City, mayor Inday Sarah Duterte had decided to deal with the
current problem dabawenyos; facing the COVID-19. Thus, Duterte (January
2021) emphasized that the public be vigilant and follow the established standard
health protocols of the city and national governments. Mayor Duterte stated to
avoid getting infected with COVID-19 is to stay at home and only go out for
work, buying goods and services, or doing business.
Due to these studies mentioned above, this motivates the researchers to
search for more factors about the influence of service quality of internet providers
to customers satisfaction.
1.2 Framework
1.2.1 Theoretical Framework
The study is anchored to the following studies: SERVQUAL Theory
(Parasuraman et al. 1985) and Expectancy-Disconfirmation Paradigm Theory
(Oliver, 1980 & 1997)
The SERVQUAL theory (Parasuraman et al. 1985) states that it is a multi-
dimensional research instrument, designed to catch consumer assumptions and
impression of a service along the five measurements that are accepted to address
service quality.
In this study, it states that service quality is understood as the extent to
which customers’ pre-consumption expectations of quality are confirmed or

5
disconfirmed by their actual perceptions of the service experience. There are five
factors to which builds towards the perceived service quality and these are:
reliability, responsiveness, empathy, assurance, and tangibles. After these five
factors, it can be narrowed it down to two kind of services which are expected and
perceived service.
Figure 1. SERVQUAL Model
The second theory that is being anchored to this study is the Expectancy-
Disconfirmation Paradigm Theory (Oliver 1980 & 1997) states that it is a
cognitive theory which seeks to explain post-purchase or post-adoption
satisfaction as a function of expectations, perceived performance, and
disconfirmation of beliefs. In relation to this study, expectation and perceived
performance are the main factors which can lead to disconfirmation and will
result to a satisfaction if the customer’s expectations are met.

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Figure 2. Expectancy-Disconfirmation Paradigm Theory
1.2.2 Conceptual Framework
The conceptual framework of this study is anchored on the SERVQUAL
Theory (Parasuraman et al. 1985), and Expectancy-Disconfirmation Paradigm
Theory (Oliver, 1980, 1997).
As shown in figure 3 below, the independent variables are anchored on
SERVQUAL Theory (Parasuraman et al. 1985) are reflected on the first frame:
Reliability which can be associated to Reliability of Internet Access is the ability
of the service provider to perform the promised service dependently and
accurately and to know if the customers can rely on the loading of their internet
connection at a high enough pace when they have a network that may be less than
ideal. Responsiveness which can be associated to Speed of Internet Access is to
know the willingness of the internet service to be prompt on their product and it is
being measured by the number of bytes per second, the speed of upload and the
number of bytes traveling as it goes back from an internet host to the device of the
user, and the speed of download. Empathy which can be associated to the Access
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to Online Educational Materials, this is the most important aspect to students
nowadays because the accessibility of any material is crucial and the product
service should meet the customers’ demand in a way that the customers can
access anything that they desire, also the students can operate and understand
their online school materials using internet connection to access learning
experiences. Assurance which can be associated to Duration of Internet Access
where the service providers can create trust and confidence from the customers
and later can gain the customers’ loyalty. Users spend their time on the internet
for how many hours or minutes and it is also a way for the consumers to trust and
gain confidence on a specific internet provider if its connection can last a huge
amount of time. Lastly, the Tangibles refers to the overall internet service that the
consumers are using, an example of these are the maintenance, sensors, software,
wires, and other technologies.
Furthermore, in the second frame depicts the dependent variable which is
anchored on Expectancy-Disconfirmation Paradigm Theory (Oliver, 1980, 1997).,
The variable will be viewed from the expectation and perceived performance of
the product or service. Consequently, this connects to the independent variables of
the conceptual framework. Between the frame an arrow from independent
variable to dependent variable shows association of the variables.
The model describes the independent variables such as the speed of the
internet, reliability of the internet, access to educational materials, and duration of
internet access how it significantly influences customer satisfaction. The

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independent variables that were stated will be utilize to gauge the dependent
variable, customer satisfaction.
Figure 3. Illustration of Independent and Dependent Variable
1.3 Statement of the Problem
This study aimed to find out the customers satisfaction of the service quality
of the internet provider. The study addresses the following questions:
1. What is the satisfaction level of the customers on the service quality of the
internet providers in terms of:
a. speed of internet access,
b. reliability of internet Access,
c. access to Online Educational Materials,
d. duration of Internet Access
2. What is the level of customer satisfaction in terms of internet service
provider in terms on overall services of internet provider?
3. Is there a significant relationship between service quality of internet
providers and customer satisfaction?

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4. Which among the service quality factors (speed of internet access,
reliability of internet access, access to online educational materials, and
duration of internet access) influenced customers satisfaction?
1.4 Hypothesis
H01: There is no significant relationship between service quality of internet
providers and customers satisfaction.
H02: The service quality factors service quality factors (speed of internet
access, reliability of internet access, access to online educational
materials, and duration of internet access) does not influence customers
satisfaction
1.5 Significance of the Study
The study gave significance to Internet Providers, Ateneo De Davao Business
Management Students, Parents, and future researchers of this study.
 Internet Providers- Companies who provide internet access to customers
and to other companies. Bridging the digital interface, assurance of
providing quality service to the customer and the goal of adequate
modifications to customers. This study helps determines the influence of
the offered services of ISPs to the customers' satisfaction.
 Business Management Students - This refers to all year level of the
Business Management students of the Ateneo De Davao University
enrolled from year 2020 to 2021. As the selected respondents for this
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study. In line with the current situation being in a pandemic, classes are
diverted through online. To access online, there is a need for students to
subscribe with ISP's offered services specifically internet connection.
Students being a customer, their experience is beneficial to know the
modifications of customer satisfaction with the ISP's service quality.
 Customers – These are the audience of the internet providers. In this
study, the customers are limited to only students of Ateneo de Davao
University to have a better result in line with the study.
 Future Researchers - The result of this research can be used by the future
researchers as long as it shows similarity with the topic. It can be used as a
guide in discussing same problem and be utilize a supporting instrument to
their research. Future Researchers can conceptualize this study or
considering some gaps in the existing bodies of this research.
1.6 Scope and Limitations
The scope of this study is the students of Ateneo de Davao University in
Business Management Course. Respondents are chosen from first year, second
year, third year and fourth year Business Management Students. Only those
students who were enrolled from the year 2020 up to year 2021. Hence, from the
overall total of population of Ateneo De Davao Business Management students
will be 203 selected respondents in order to have enough data to gather for this
study. Due to COVID -19 resulted to occurrence of pandemic as there will be no
face to face or no touch policy as per health protocols, researchers have conducted
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the survey to the respondents via online. The researchers improved their survey
questions because the pre-testing result came out “poor”.
1.7 Definition of Terms
Access to Online Educational Materials – to identify on what kind of materials
the student has to use in online learning
Customer Satisfaction – measure of how products and services supplied by a
company meet or surpass a customer's expectation
Duration of Internet access – is how long a certain individual lasts in using its
internet
Internet – a wide range network that allows us to connect globally and this also
connects to computers or systems around the world.
Internet access – the ability of an individual and organization to connect to the
internet using computer terminals, computers, and other devices
Internet service provider – industry term for the company that is able to provide
you with access to the internet
Reliability of Internet access – to know if their internet provider is a well-known
company and has a reliable background.
Service Quality – a comparison of perceived expectations of a service
Speed of Internet access – to identify on how fast their internet connection is

CHAPTER II
REVIEW OF RELATED LITERATURE
This chapter presents the related literature and studies after the thorough
and in-depth search done by the researchers. This represents the synthesis,
theoretical and conceptual framework to fully understand the research and lastly
the definition of terms for better comprehension of the study.
2.1 Customer Satisfaction
Consumer satisfaction has been one of the top instruments for an effective
business. Consumer satisfaction is characterized as a general assessment
dependent on the complete buy and utilization experience with the great or
administration over the long haul (Fornell et al., 1996). With showcasing,
consumer satisfaction likewise joins it which implies it determines the assumption
for the client on how the products and enterprises are being encouraged by the
organizations. Significant data on the best way to make clients further fulfilled is
consequently, a critical result (Oliver, 1999).
Customer bliss, which is an indication of consumer satisfaction, is and has
consistently been the most fundamental thing for any association. Consumer
loyalty is characterized by one creator as "the buyer's reaction to the assessment
of the apparent inconsistency between earlier assumptions and the genuine
exhibition of the item or administration as seen after its utilization" (Tse and
Wilton, 1988, p. 204) subsequently considering fulfillment as a general post-buy
assessment by the customer" (Fornell, 1992, p. 11). A few creators expressed that
there is no particular meaning of consumer loyalty, and after their investigations

13
of a few definitions they characterized consumer loyalty as "consumer loyalty is
recognized by a reaction (psychological or full of feeling) that relates to a specific
center (for example a buy insight as well as the related item) and happens at a
specific time (for example post-buy, post-utilization)". (Giese and Cote, 2000, p.
15)
This definition is supported by some other authors, who think that
consumer’s level of satisfaction is determined by his or her cumulative experience
at the point of contact with the supplier (Sureshchander et al., 2002, p. 364). It is
factual that, there is no specific definition of customer satisfaction since as the
years passes, different authors come up with different definitions. Customer
satisfaction has also been defined by another author as the extent to which a
product’s perceived performance matches a buyer’s expectations (Kotler et al.,
2002, p. 8). According to Schiffman & Karun (2004) Customer satisfaction is 7
defined as “the individual’s perception of the performance of the products or
services in relation to his or her expectations” (Schiffman & Karun, 2004, p. 14).
In a nutshell, customer satisfaction could be the pleasure obtained from
consuming an offer.
Measuring customer satisfaction could be very difficult at times because it
is an attempt to measure human feelings. It was for this reason that some existing
researcher presented that “the simplest way to know how customers feel, and
what they want is to ask them” this applied to the informal measures (Levy, 2009,
p. 6; NBRI, 2009).
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Customer satisfaction is influenced by specific product or service features
and perceptions of quality. Satisfaction is also influenced by customer’s
emotional responses, their attributions neitheir perception of equity (Zeithal &
Bitner. 2003, 87-89.) Increased customer satisfaction can provide company
benefits like customer loyalty, extending the life cycle of a customer expanding
the life of merchandise the customer purchase and increases customers positive
word of mouth communication. When the customer is satisfied with the product
or service of the company, it can make the customer to purchase frequently and to
recommend products or services to potential customers. It is impossible for a
business organization to grow up in case the company ignores or disregards the
needs of customers (Tao, 2014).
Customer Satisfaction is a key component of business methodology which
determines the bearing of service performance. Customer Satisfaction was given a
few definitions which can be in various circumstances and they are constantly
identified with both products and services. The customer satisfaction was
characterized as the customer`s evaluation a product or service as far as whether
that product or service has addressed the customer's needs and expectation (Alan
er al., 2012); as indicated by them, there are variables that impact customer
satisfaction, for example, product/service quality, perceptions of value or
reasonableness, value, individual elements (buyer's mind-set or passionate state),
and different purchasers et cetera. The definition and specified that customer
satisfaction is an affective term and they distinguish five unique sorts of
satisfaction, which is pleasure, relief, novelty and surprise (Oliver & Swan, 1989).
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Customer satisfaction has likewise turned into a noteworthy benefactor for
improving a service company, for example, long-term gratefulness, customer
dependability customer maintenance. Numerous analysts Additionally, contend
that customer satisfaction has a big effects customer expectation for repurchase
(Cronin Jr et al., 2000). Besides, satisfied customers spread positive informal
exchange and it pulls in new customers and makes long-term business benefit.
The measuring customer satisfaction gives a sign on how an organization is
performing or giving products or services; hence, customer satisfaction will be the
degree of accomplishment to every one of the organizations including the public
sectors too (Tirimba O. et al, 2013).
2.2 Service Quality
In order for an organization's offer to arrive at the clients there is a
requirement for services. These services rely upon the kind of item and it varies in
the different associations. services can be characterized from various perspectives
relying upon which region the term is being utilized. A creator characterizes
services as "any elusive demonstration or execution that one gathering offers to
another that doesn't bring about the responsibility for” (Kotler and Keller, 2009, p.
789). On the whole, administration can likewise be characterized as an elusive
proposal by one gathering to another in trade of cash for joy.
Quality is one of the things that consumers look for in an offer, which
service happens to be one (Solomon 2009, p. 413). Quality can also be defined as
the totality of features and characteristics of a product or services that bear on its
ability to satisfy stated or implied needs (Kotler et al., 2002, p. 831). It is evident
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that quality is also related to the value of an offer, which could evoke satisfaction
or dissatisfaction on the part of the user.
According to Parasuraman et al., (1985, 1988), perceived service quality is
the result of the consumer's comparison of expected service with the service
received. There are five dimensions of service quality: (a) reliability, (b)
responsiveness, (c) assurance, (d) empathy, and (e) tangibility. The dimensions of
services quality are identified by researchers studying several different service
categories: (a) appliance repair, (b) retail banking, (c) long-distance telephone
service, (d) securities brokerage, and (e) credit card companies. (Parasuraman et
al., 1988) had stated that measuring perceived service quality involves the level of
comparison of what a customer should expect; whereas 14 measuring satisfaction
involves the appropriate comparison of what a customer would expect (Cronin &
Taylor, 1992). Close examination of scale items for each dimension reveals that a
majority of all the items relate directly to the human interaction element of service
delivery.
Service quality is merely a disposition shaped by long haul general
assessment of an unmistakable performance. Service quality is naturally seen
attribution in view of the customers experience about the service that the customer
perceived through the service encounter. Service quality appraisals are created on
judgments of result quality, interaction quality and physical environmental
quality. Service quality is one of the key measurements, which are figured into the
customer's satisfaction judgments (Zeithami Valarie A. et al.,1990).

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Services are created and expended in the meantime, which makes it hard
to gauge; test and thusly particular uniform quality can seldom be set.
Subsequently, it is hard to decide how customers assess the service quality (A.
Parasuraman et al., 1985). On the other hand, the heterogeneity of service
suggests its delivery differs from producer to producer, consumer to consumer
and day-to-day (A. Parasuraman et al., 1985). That is additionally in light of the
fact that the consistency of staff conduct is difficult to guarantee since what the
customer gets may vary from what the firm expected to deliver.
Service quality becomes the crucial issue for hospitality industry and the
theory of service quality has evolved over long period of time through testing and
trials in service sector. The demanding customers and increased sense of customer
satisfaction led to the use of the new service parameters making hoteliers to
implement quality management as an effective aid. During the last few decades
there is phenomenal change experienced in the hospitality industry and the reason
being is Service Quality. Knowing that both service quality and value is difficult
to measure, hospitality companies heavily rely on guest’s quality perception and
expectations. It could be achieved by asking guest’s questions related to
expectations and their perceptions of the service quality through carefully
designed surveys.
2.3 Customer Satisfaction and Service Quality in Internet Connection
Various examinations have proposed a connection between customer
satisfaction, service quality, and customer loyalty. While trying to coordinate

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customer loyalty models with apparent quality models, analyzed the impact of
customer loyalty and saw quality on clients' conduct aims to purchase (Gotlieb et
al.,1994). In particular, Gotlieb et al. (1994) looked to decide the relationship
among saw quality, disconfirmation of assumptions, conduct goals, seen
situational control, and satisfaction. It was uncovered that the connection between
two elements of disconfirmation of assumptions (i.e., context-oriented and central
measurements) and behavioral intentions are intervened by the perceived quality
and that satisfaction in the service influences behavioral intentions. It was
additionally uncovered that satisfaction in the service is affected by the perceived
quality.
In another study, (Taylor and Baker, 1994) empirically examined the
relationship between customer satisfaction and service quality and the influence
of these two variables on customers’ purchase intentions. Accordingly, it was
hypothesized that customer satisfaction and service quality influence the
consumers’ intention to purchase a service. Results confirmed the relationship
between service quality customer satisfaction and consumers’ intention to
purchase a service.
Bei and Chiao (2001) used a sample of 495 consumers of three Taiwanese
car organizations (Mitsubishi, Nissan, and Toyota) to research the impact of
apparent decency cost and saw product quality on the customer loyalty in the
organization. The study further investigated the effect of perceived fairness,
perceived service quality, and perceived product quality on customer loyalty

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mediated by customer satisfaction. Results indicated that customer satisfaction
mediates the relationship between perceived service quality and customer loyalty.
The emergency of Internet use as a means of communication in
workplaces, businesses act on entry points to software piracy. Transactions that
are not legal are carried via the network being unnoticed. For instance, trans-
border, gambling can take place throughout the network with no knowledge of
those at management level. For any business venture to succeed, ethical and legal
practices should be put in place. For purposes of business survival, software
piracy is a practice if supported by management can be carried out by employees
in small firms effectively (Boulton, ud). The problem is piracy with the work
place/business ventures where the top management may o regulate their users. If
this happens then guidelines on ethical practices in these sectors are violated.
Experts, who possess technical know-how mostly, practice data piracy. IT
managers complete some projects using pirated software certain projects with an
aim to earn money. In developing countries, this problem of piracy is more
pronounced since people have to earn a living by using illegal business practices.
Inadequacy in policy guidelines is one of the causes of unethical computer uses in
different economic sectors. One of the ways of promoting piracy is invading a
workmate when using a computer. (Weckert, 2000) notes that restricting Internet
use in the workplaces has its implications. When one pirate's software, the
existing copyright laws are violated. (Erick 2006) explains that it is illegal for
unauthorized use and distribution of software copies in absence of authority.
Software development and property ownership laws are quite different. One
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cannot use physical object without the consent of the owner. But with software, it
is different – this is why piracy is deep rooted in developing countries. There are
many legal cases that exist concerning whether copyright and patent rights are
applicable to computer related software. This includes Whelan Associates (1990).
In all the case the court ruling was that software protection was guaranteed. As
the new technology emerges, Erick notes that Internet can distribute original
software. Thus, regulation or legislation cannot easily change software piracy
attitudes (Wests, 1995). Music piracy, phonographic piracy problems are not
simply legal problems, and cannot simply be solved by legal means. In Kenya, the
penalty of software piracy is fifty thousand or an imprisonment. Yet this is not the
solution since the vice still goes on. In Kenyan legislation, issues of rights to
intellectual property are not taken into consideration. These problems add weight
to (Koigis, 2006) scenario that explains a man inventing a condom dispenser but
little was reaped from it. Piracy by an NGO was detected but on seeking a legal
redress it was fruitless. According to Ruyter, et al. (2007). Internet usage is
increasingly expanding, resulting to the growth of business offering Internet
access to various customers. These Internet Service Providers (ISPs) are
confronted with a new competitive landscape, which is characterized by a
significant complexity and dynamics. This situation justifies a need for measuring
customer satisfaction and analyzing factors that are able to affect customer
retention.
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2.4 Customer Satisfaction and Service Quality in Internet Connection and
Online Learning
There are times when things will slow down to a crawl no matter how fast
your internet is. However, in times that page load takes very long time than the
usual or downloads to files also necessarily the cause of such slowdown. It may
be causes by other factors. Henceforth, satisfaction level of students may be
affected by the following factors or variables.
Research has shown that remote learning can be as good or better than in-
person learning for the students who choose it. But thousands of students will
soon be entering their third semester of remote instruction despite having self-
selected for an in-person college experience. With remote learning moving into
the long term, experts say the mental, emotional and academic impacts of that
shift are likely to be challenging. Amy Bintliff, a developmental psychologist and
professor in the University of California, San Diego’s department of education
studies, said that mismatch between expectation and reality can be difficult for
students. Part of that is because important milestones, like graduation, can’t
happen the way they were envisioned. Traditional-age students may struggle
uniquely with the loss of certain coming-of-age experiences. "They're negotiating
multiple identities, new identities. They’re negotiating having new experiences,
trying to find their place,” Bintliff said. “A lot of the things they could do -- be
invited to go to a talk on campus, be invited to join a new social network -- I think
that’s being stilted. Some students’ abilities to reach out and test new identities
might not be as fulfilling because students seem to, during the pandemic, stick to
22
people they already know.” She’s noted lowered motivation among college
students she’s surveyed, and a sense of alienation. Rayane Alamuddin, an
associate director of research and evaluation at the consulting firm Ithaka S+R,
said that in the organization’s research, students have struggled with social
isolation. “Students talked a lot about really missing being in person with their
classmates, with their colleagues, with their faculty members, and having those
spontaneous, organic conversations and relationships,” she said. “They miss the
ones they make in the context of their college education specifically, because not
only does it make them excited about learning and hold them accountable and
motivate them to stay engaged in school, but they also actually learn a lot more.”
If professors are able to create times and spaces for students to build relationships,
that might help relieve some of the isolation. Some challenges from the spring are
likely to continue, Alamuddin said. Students are still struggling to find spaces in
their homes to work, dealing with financial and health crises, and homeschooling
their own children or siblings. Students in disciplines that require hands-on
learning or applications are worried about achieving their objectives. Alamuddin
said it's too soon to say how the long-term change will affect students’ academic
performance, but research from the spring showed students performing better than
researchers expected, a result she attributes partially to institutions expanding
pass/fail or other binary course options for students. It’s still unclear how opting
to be graded on one of those more forgiving schemes will affect students' transfer
abilities and other outcomes in the near future. Bintliff said she has noticed some
students feeling they can take on more credits while learning from home, only to
23
find themselves overwhelmed in the middle of the term. Of course, some of the
initial challenges for students learning remotely are likely to get better with time.
Course instructors sometimes had only days to move their classes online in March
and April. Some were still figuring out the technology at their disposal. Now, they
are better prepared in many cases, and their students are more likely to have a
high-quality experience. But faculty are likely to face some of their own issues
with social isolation and performance.
Speed of Internet Access
Speed is measured by the number of bytes per second that travels from a
user’s device to an internet host which refers to the upload speed and the number
of bytes that travels as it goes back from an internet host to user’s device which
refers to the download speed. It is anyway imperative to consider a ton of
components that impact the involvement with terms of speed by web clients,
especially the understudies. These elements incorporate the accompanying a) The
host worker might be mistakenly designed or it very well may be underpowered
to cater numerous customer demands, b) The host worker's Internet Connection
could be moderate and that the speed of web client's admittance to the host worker
lead to moderate recovery of data, c) Internet switches which guides information
starting with one point then onto the next on the Internet might be arranged
inaccurately or over-burden, d) Adware or spyware disease can hinder the web
access, e) Web program that is adulterated or inadequately designed is quite
possibly the most widely recognized bottlenecks for quick web perusing, f)
24
TCP/IP Configuration normally cause more unfortunate execution even with rapid
Internet administrations, g) Customer Satisfaction Level Access to Online
Educational Materials Duration of Internet Access Speed of Internet Browsing
Reliability of Internet Connectivity 32nd Global Conference on Computing and
Media Technology (2018) Computer equipment sway the speed your PC can
handle Internet information, h) Operating framework can become ruined, wasteful
or designed inaccurately which will influence the speed and eventually, working
frameworks may likewise be coded inadequately which influences the general
exhibition, I) Modem's sign can be excessively solid, excessively powerless or too
which can make your modem delayed down or quit working altogether. Further, it
is likewise affected by how a site is appropriately coded, gave huge content
designs and enormous pictures. These perspectives reduce to the plan introduction
of a site which implies that web designer ought in addition to the fact that keen be
on the introduction of the site be a lot of mindful of how quick his site will be
stacked. It is additionally in fact named as page load time. With this, inspecting
the clients' fulfillment as far as the speed of web access is so significant. Low
fulfillment level would help the specialized group investigate what explicit factor
might be causing the issue. Web speed is perhaps the greatest thought while
picking a web access supplier. It decides not just how rapidly you can perform
assignments on the web, yet the number of those undertakings your organization
can deal with at a solitary time. Except if you're living performance and just
perusing Facebook, you may require more than the base speed (Sheehan, 2019).
Reliability of Internet Access

25
The modern web is appreciated by a wide area of individuals, utilizing a
scope of various gadgets and sorts of organization associations. Your
manifestations can arrive at clients all over the world, however conveying a solid
encounter on the web for the entirety of your clients can be testing. It tends to be a
test just to comprehend what dependability implies (Potnick, 2018). Another
perspective about dependability is whether your clients can depend on your web
application stacking at a quick enough speed when they have an organization
association that may be not exactly ideal. Will returning users have the same
experience interacting with your web app when they're on a cellular connection as
they do when they're on wi-fi? And what about users who have a high-latency, or
"lie-fi" connection. Will your web app be reliably fast even in those scenarios?
The good news is that the modern web platform provides technologies such as
service workers and the Cache Storage API that can serve as the building blocks
for creating reliable web applications. They allow you to write code which sits
between your web app and the network. In many cases, you can bypass the
network entirely, and instead use previously cached content to fulfill your web
app's requests (Potnick, 2018).
Dependable, predictable and stable. These are the qualities that ascribes to
the word solid. It is a quality that shows that a help reliably performs as indicated
by its particulars of particularly to any PC related segment like programming, or
equipment, or an organization. The three related ascribes that should be viewed as
when making, purchasing, or utilizing a PC item or segment is shortened by RAS
(Reliability, Availability, and workableness).

26
Having a decent consequence of review as for the dependability
association, the clients would feel that the help has high likelihood that their web
association will work effectively every time they need the assistance.
Access to Online Educational Materials
The most prominent theme we identified concerned the students’ need to
have online access to course materials and resources. The responses illustrated a
desire to have increased access to class/lecture notes and slides; assignments,
tests, and quizzes; and recorded or streaming lectures. Students expressed the
importance of having course materials organized for ease of navigation and use in
the online learning environment, as well as having instructors adopt or increase
their use of the institution’s learning management system (Gierdowski, D 2020).
The materials that students with disabilities most commonly requested to be
online were class/lecture notes and presentation slides; these account for over half
of their responses. Many students specifically asked that class slides from
PowerPoint presentations and instructor notes of what was covered in class be
posted online. When students offered reasons for wanting materials shared online,
their responses were frequently related to a desire to study this content outside the
classroom (Galanek, J 2020).
Nowadays, the universal means of exchanging information is through the
use of internet which has become a central part of human existence. It is
politically unacceptable to use internet to either the transmission of illegitimate
information for nefarious purposes or for transmission of information but because
of its unregulated nature, these activities can still transpire. In many cases
27
however, accessibility is affected by censorship implemented. Censorship means
that an institution or even a government practice the reading of communications
and deleting or preventing access to material considered sensitive or harmful,
especially when exercised repressively. One of the popular topics both in
academia and in the popular press is internet censorship]. In higher education, it
at most important factor that research websites are accessible such as search
engines (i.e. exploseek.com, bing.com, google.com, yahoo.com, etc.) and
database websites of journals, books, magazines and articles (i.e., Emerald
Management eJournals, Philippine E-Journals, Infotrac Engineering Collection,
JStor, Proquest Central (PQC) and ProQuest Dissertation and Theses (PQDT),
Oxford Journals, SpringerLink eJournal, Cambridge University Press, Taylor &
Francis Online Journals, Gale Online Resources, etc.). This settles to the
impression that access to online educational materials is an important factor or
variable that influences to the overall customer satisfaction on internet services in
academic institution particularly higher education institution. Technically, in
some cases, students experience that the aforementioned legit websites are
blocked whether intentionally or the legit websites are marked with a false
positive by their sophisticated firewall and therefore the website ends up being
inaccessible.
Duration of Internet Access
Late exploration has investigated the setting in which inclination for
specific online exercise arises, driving analysts to suggest that over the top
Internet clients are occupied with specific activities rather than "summed up" web
28
use. The current examination pointed that generally impersonate and stretch out
these revelations by keeping an eye on four exploration inquiries regarding part
preferred online activities, conceivable anticipated changes in online conduct
considering hypothetical situations, seen personal satisfaction when get to web
was not possible, and how members with self-analyzed Internet impulse identify
with heightened and repeat of web use. Most participants demonstrated that their
favored activities were getting to common data and news, social organizing, and
utilizing mail and/or online chatting. Participants moreover detailed that there
would be a significant decrease of their internet usage in the event that get to their
favored exercises was limited. The study also found that 51% of the all-out
example saw themselves as being dependent on the Internet, while 14.1%
revealed that without the Internet their life would be improved (Pontes, 2015).
Duration of internet access is the measure of meeting time in a progression
of connections between two correspondence end points. During the range of a
single connection, one end point demands an association with another predefined
end point on which once the opposite end point answers consenting to the
association, the end points take turns exchanging communications. A meeting
time starts when the association is set up at each end focuses and ends when the
association has ended. This is the range of time between the time where
understudy begins perusing the web and quits perusing. Limitless browsing time
length is ordinarily allowed to the students. This is to give them abundant
opportunity to lead their scientist over the web. Nonetheless, in certain schools
and colleges with tight approaches, utilizing complex advances like AAA
29
protocol, duration of internet access might be a lot of controlled and time
distributed to browse the internet may not be sufficient for a student. Assigning
insufficient time for students to have the option to browse the internet would
prompt a low satisfaction rating concerning the duration of internet access given
by an advanced education establishment. With this, the impression of students
towards the distributed browsing time length ought to be analyzed.
2.5 Synthesis
The collection of studies, both international and local, provides
information supporting the research with additional data. As stated, due to this
pandemic that are happening. Some of the people are having struggles due to
slower internet connection. But, still depends on the certain area. Internet
connection are more useful these days because of the pandemic. Thus, due to
Covid-19 protocols we have to follow it.
Internet Connection is use as a way of communication these days. On
workplace, business, in school and etc. People now can use internet connection as
long as you have a gadget that can be used. Some of the jobs and also students are
now online and with this, they are using the internet to cope up and perform well
with their work. Especially this time of pandemic. But there are times that when
things will slowdown and because of this, the performance will be affected.
Having a better internet connection will help in order for them to perform well.
30
CHAPTER III
METHODOLOGY
This chapter presents a description of the research design selection, units
of analysis, data collection procedure and statistical treatments used.
3.1 Research Design
The researchers used a correlational design as the research measurement
tool since the study is about correlational between the influence of Service
Quality of Internet Providers to Customer Satisfaction. According to (Te, Sabanal,
Castro, & Lelis, 2019) on the general classification of research questions based on
analysis, it asks questions regarding relationship between two variables of interest
in the study. We referred this to the questions stated in the statement of the
problem of the study.
A research design was utilized to know the influence of Service quality of
Internet providers to Customer Satisfaction of the Ateneo De Davao University
Business Management Students. The researchers evaluated the relationships
between speed of internet access, reliability of internet access, access to online
educational materials, and duration of internet access to customers satisfaction.
The type of research design used to consciously provide answers to the objectives,
wherein such statistical methods were applied to know the data needed to fulfil
the objectives stated here in this study. This helped the researchers identified that
these factors of service quality affecting the customers satisfaction.
3.2 Unit/s of Analysis

32
3.2.1 The Variables under Study
The Independent Variable of the study is Service Quality of Internet
Providers and it has four indicators which are: speed of internet access, reliability
of internet access, access to online educational materials, and duration of internet
access. Dependent Variable is the Internet Service Customer Satisfaction. The
Speed of Internet Access is based on the upload speed and the number bytes that
travels as it goes back from an internet host to user’s device; Reliability of
Internet Access is based if the internet connection is reliable or not; Access to
Online Educational Material is based on the availability on accessing their online
learning materials; Duration of Internet Access is based the spending time of the
respondent on its specific internet provider; and Customers Satisfaction is based if
the customer is satisfied or unsatisfied with the service quality in internet
connection.
3.2.2 Type of Data
The research is a quantitative kind of business research which the
interrelation of the variables and its dependence or interdependence. Since the
study refers to correlation between service quality of internet providers and the
internet service customer satisfaction of the Ateneo De Davao Business
Management Students we used Multiple Regression Analysis.
3.2.3 Source/s of Data

33
The researchers collected the data from the survey questionnaire that was
given directly to the chosen respondents of the study. This allowed the researchers
to have a more accurate source of data.
3.2.4 Sampling design
The study is conducted online with students of Ateneo de Davao
University. Due to the COVID-19 pandemic, the researcher did quota sampling
among Business Management students using google forms that was sent by social
media platforms (Facebook, Messenger, etc.).
3.2.5 Sampling frame
The respondents of this study are Business Management students that who
are currently enrolled at Ateneo de Davao University.
3.2.6 Sample size
The sample size of this study is 426 Ateneo de Davao University students
who are currently enrolled in Business and Management course.

34
However, some respondents have voided results, the researchers attained
the number of respondents into 203 Business Management students through the
Raosoft calculator.
3.2.7 Respondents
In this study, the researchers has 203 respondents which consists of
Business Management students that are using PLDT and Globe Postpaid,
regardless of their age, gender, and year level, if they are enrolled this school
year.
3.3 Research Instrument
3.3.1 Description of the questionnaire
A self-constructed questionnaire was used in this study which consists of
four areas. The first one is a permission letter asking for authorization to the
respondents in answering the survey questionnaire. The second one encloses with
the respondent's profile. These are the email address, section, age, address, and
gender. The third one covers the independent variable, and these are the speed of
the internet access, reliability of internet access, access to online educational
materials and duration of internet access. The last one is filled with a dependent
variable, customer satisfaction.
The researchers used a 4-point Likert Scale to determine the customer
satisfaction in internet providers' service quality in terms of the speed of the
internet access, reliability of internet access, access to online educational

35
materials, and duration of internet access. The researchers used survey
questionnaires using the 4-point Likert Scale, which experts have already
validated.
3.3.2 Table of Specification
Table 3.1 Table of Specification
VARIABLES ITEM NO. OF PERCE SCALING TYPE OF

NO. ITEMS NTAGE DESIGN DATA
Speed of 1-5 5 20% 4-point Interval
internet access Likert Scale
Reliability of 6-10 5 20% 4-point Interval
internet Access Likert Scale SS
Access to 11-15 5 20% 4-point Interval
Online Likert Scale
Educational
Materials
Duration of 16-20 5 20% 4-point Interval
Internet Access Likert Scale
Customers 21-25 5 20% 4-point Interval
Satisfaction Likert Scale
25 100%
3.3.3 Scoring
The researchers got the mean score of speed of internet access, reliability
of internet access, access to online educational materials, duration of internet
access, and customers satisfaction to answer the first and second statement of the
problem. The researchers used the pearson product correlation (table 4.13) to
36
answer the third problem. And used regression analysis (table 4.14) to answer the
last statement of the problem.
3.3.4 Interpretation
To interpret the level of Speed of Internet Access: The average of items
1,2,3,4 and 5.
Scale Range of Interval of Scale Interpretation

Weighted Mean Description
4 3.26-4 Strongly The respondent has a very
Agree high level of speed of
internet access. This means
that the upload speed and
the number of bytes that
travels as it goes back from
an internet host to user’s
device is faster.
3 2.51-3.25 Agree The respondent has a high
level of speed of internet
access. This means that the
upload speed and the
number of bytes that
device is moderately fast.
2 1.76-2.5 Disagree The respondent has a low
level of speed of internet
upload speed and the
number of bytes that
device is average.
1 1.0-1.75 Strongly The respondent has a very
Disagree low level of speed of
that the upload speed and
the number of bytes that
device is slow.
37
Table 3.2.
To interpret the level of Reliability of Internet Access. The average of items

6,7,8,9 and 10.
4 3.26-4 Strongly Agree The respondent has a very
high level of reliability of
that the customers are very
satisfied and can fully rely
on their internet connection
given by their providers.
level of reliability of
that the customers are
satisfied and can rely with
their internet connection
level of reliability of
that the customers are
unsatisfied and can slightly
rely with their internet
connection given by their
providers.
reliability of internet
customers are very
unsatisfied and cannot rely
on their internet connection
Table 3.3
38
To interpret the level of Access to Online Educational Materials. The average of

items 11,12,13,14 and 15.
4 3.26-4 Strongly The respondent has a very
Agree high level of access to
online educational
materials. This means that
there is no problem on
accessing their online
learning materials.
level of access to online
educational materials. This
means that there is
moderate problem on
accessing their online
learning materials.
means that there is inferior
problem on accessing their
online learning materials.
access to online
means that there is a
problem accessing their
Table 3.4
39
To interpret the level of Duration of Internet Access. The average of items

16,17,18,19 and 20.
high level of duration of
that they are spending
more time using the
internet.
level of duration of internet
access. This means that
they are spending moderate
time using the internet.
level of duration of internet
access. This means that
they are spending inferior
time using the internet.
duration of internet access.
This means that they are
spending less time using
the internet.
Table 3.5
40
To interpret the level of Customers Satisfaction. The average of items 21,22,23,24

and 25.
high level of customers
satisfaction. This means
that they are well satisfied
with the service quality in
internet connection.
level of customer’s
that they are moderate
satisfied with the service
quality in internet
connection.
level of customers
that they are unsatisfied
with the service quality in
internet connection.
customer’s satisfaction.
This means that they are
not satisfied with the
service quality in internet
connection.
Table 3.6
41
For the interpretation of the r values, see the table below.
Range of Correlation Degree of Correlation Meaning

Coefficients
0.80 - 1.00 very strong positive Positive correlation is
when the values increase
0.60 - 0.79 strong positive
together
0.40 - 0.59 moderate positive
0.20 - 0.39 weak positive
0.00 - 0.19 very weak positive no correlation
0.00 - (-0.19) very weak negative no correlation
(-0.20) - (-0.39) weak negative Negative correlation is
when one value decreases
(-0.40) - (-0.59) moderate negative
as the other increases
(-0.60) - (-0.79) strong negative
(-0.80) - (-1.00) very strong negative
Table 3.7
Source: Anirban Kundu Chowdhury et al. Novel Methods for Assessing Urban
Air Quality: Combined Air and Noise Pollution Approach. Journal of
Atmospheric Pollution, 2015, Vol. 3, No. 1, 1-8. doi:10.12691/jap-3-1-1
42
For the interpretation of the p-values, see the table below.
Range of Correlation
Degree of Correlation
Coefficients
There is a statistically significant correlation between the

two variables.
< 0.05
The increases or decreases in one variable does
significantly relate to increases or decreases of the second
variable.
There is no statistically significant correlation between the
two variables.
> 0.05
The increases or decreases in one variable does not
significantly relate to increases or decreases of the Second
variable.
Table 3.8
Source:http://statistics-help-for-students.com/
How_do_I_interpret_data_in_SPSS_for_Pearsons_r_and_scatterplots.htm#.VuJg
x-J97tR
3.3.5 Validity
After the researchers made the questionnaire, it was then validated and
checked by three experts in research to ensure the clarity of direction and items,
presentation of items, sustainability of items, adequateness of items per category,
attainment of the purpose, objectivity, and scale & evaluation rating system. The
experts have examined the questionnaire and rated them for the criteria shown in
Table 3.6. Each criterion is rated with 5 as the highest and 1 as the lowest.
43
Table 3.9 Average Rating for Researcher’s Questionnaire
There were also comments and suggestions in the questionnaire by the
said experts. One expert said to remove the author and year in the question
indicators. The second expert said to change the question into a statement on the
instruction and there are two statements in the reliability that do need to represent
reliability. The last expert didn’t leave and comment or suggestion. After the
researchers applied the comments of the experts, the validators then signed the
questionnaire validation form in order for the researchers to proceed to data
gathering.
3.3.6 Reliability
The researchers used the Cronbach Alpha to test the instruments’
consistency. Cronbach’s alpha is commonly used to measure the internal
consistency (“reliability’). It is most used when you have multiple Likert
questions in a survey/questionnaire that form a scale and you wish to determine if
the scale is reliable. (Laerd Statistics,n.d.)

44
The researchers solved the alpha for pilot testing as seen in the table
below.
Table 3.10 Reliability Statistics
3.4 Data Collection Method
The following procedures will be used to collect and gather sufficient data
from the respondents.

45
Gathering of Respondents. Before conducting the study, the researchers
sent a letter to the BMSEC to ask if the researchers can get the list of students
under Business Management. However, our request was never noticed by the
BMSEC. So, the researchers sent a personal message to a member of BMSEC and
it was accepted.
Permission to conduct a study. The researchers need to ask for approval
to the respondents to allow researchers to gather data from their answers that
regards with the study. Researchers have prepared a short letter that addressed to
selected respondents.
Conducting a Pilot Test. A pretest that includes 35 individuals, it can be a
family member, student, and working employees who are using any kind of
internet provider. The selected respondents from the pilot test will not be included
in the actual number of respondents. The pilot test is a way for the researchers to
attain the effectiveness of their survey questionnaire. The respondents from our
pilot test will be receiving the questionnaire through Google Forms links through
Facebook Messenger or Gmail.
Distribution of Survey Questionnaire. The researchers used social media
platforms in distributing the survey questionnaires. Google form links was sent
out to the Business Management students of Ateneo de Davao University
Students through Facebook messenger and email.
Analysis, Interpretation, and Presentation of Data. After the respondents
turned in all the survey questionnaires, the data collected by the researchers will
46
response to attain the satisfactory data from the chosen respondents regarding the
influence of service quality internet providers to customers satisfaction.\
Summarization of Data Collected. After the researchers will collect and
process the data, they will afterwards compile and interpret the data.
Result Presentation. The researchers will determine the level of influence
of service quality internet provider to customers satisfaction.
3.5 Statistical Treatment
This section contains the statistical treatment that will be used to attain the
objectives of the study.
1. Mean and Standard Deviation – to measure the level of satisfactory that
the internet providers are giving to its customers. Mean is the average of
the sum of the data collected and divided by the count of numbers in the
data gathered and Standard Deviation is to measure the amount of
variation of a set of values. This is to answer the first and second research
problem.
2. Pearson Product Moment Correlation – to determine the correlation
coefficient, or the bivariate correlation between the service quality on
internet providers and the customer satisfaction. We will be using SPSS
for this statistical data analysis to attain the data needed. This is to answer
the third research problem.
3. Multiple Regression Analysis – to predict the value of variable based on
the value of two or more other variables. We used this tool because there
are multiple independent variables used in our study. This is to identify the
47
customer satisfaction based on the service quality of the internet provider.
This is to answer the fourth research problem.
3.6 Ethical Consideration
The researchers would want to make sure that the information gathering
measure is ethical. The researchers will see that the survey interaction will not
cause any embarrassment, mischief, and harm to the respondents. The researchers
will likewise guarantee that the survey questionnaire statements are altogether
clear not to make any misconception. Verbal agree to cause the respondents to
take an interest with the interaction will likewise be asked, hence, won't continue
on the off chance that they decrease. Lastly, the respondents' answers will be kept
with secrecy and will be utilized for the targets of this examination.
48
CHAPTER IV
FINDINGS AND APPLICATIONS
This chapter of the research paper shows the results, interpretation and
analysis of the survey. Furthermore, this chapter also includes the summaries of
data in tabular form as well as detailed explanation of the statistical results.
4.1 Results
This portion shows the results and discussions of the study based on the
data gathered from the Business Management students of Ateneo de Davao
University, that were picked by the researchers as their respondents.
Demographics
As shown in Table 4.1 below, it is the demographic profile of the 203
respondents in terms of their age bracket. The age brackets of the respondents are
composed of 19-20, 21-22, and 23-24. The data revealed that the highest number
of respondents that were involved in this study is the age bracket of 19-20 with a
total of 60 respondents which is 29.5% of the total respondents. The second
largest number of respondents that were involved in this study is the age bracket
of 21-22 with a total of 139 respondents that is 68.5% of the total respondents.
49
The third highest number of respondents that were involved in this study is the
age of 23-24 with a total of 4 respondents which is 2% of the total respondents, a
total of 100% population of 203 respondents.
Table 4.1 Profile of the Respondents according to their Age Bracket
Age Bracket Frequency Percentage

19-20 60 29.5
21-22 139 68.5
23-24 4 2.0
TOTAL 203 100
Table 4.2 as shown below represent the demographic profile of the
respondents in terms of their sex or gender that was determined in the study. This
data consists of both males and females that comprise a total of 203 respondents.
The data revealed that the highest number of respondents that were acquired in
this study are males with a total of 117 respondents that composed 57.6% of the
total respondents. The second and last highest number of respondents were
acquired in this study are females with a total of 86 respondents that composed
the remaining 42.4% of the total population, resulting a total of 100% population
of 203 respondents.
Table 4.2 Profile of the Respondents according to their Sex
Sex Frequency Percentage

Male 117 57.6
50
Female 86 42.4
TOTAL 203 100
Table 4.3 as shown below represent the demographic profile of the
respondents in terms of their year level that was determined in the study. This
data consists of 1st to 4th year levels that comprise a total of 203 respondents. The
data revealed that the highest number of respondents that were acquired in this
study are 3rd year with a total of 118 respondents that composed 58.1% of the
total respondents. The second highest number of respondents were acquired in
this study are 2nd year with a total of 67 respondents that composed 33% of the
total respondents. The third highest number of respondents were acquired in this
study are 4th year with a total of 14 respondents that composed 6.9% of the total
respondents. Lastly, the 1st year with a total of only 4 respondents that composed
2% of the total respondents, resulting a total of 100% population of 203
respondents.
Table 4.3 Profile of the Respondents according to Year Level
Year Level Frequency Percentage

1st Year 4 2.0
2nd Year 67 33.0
3rd Year 118 58.1
4th Year 14 6.9
TOTAL 203 100
51
Table 4.4 as shown below is the demographic profile of the respondents
in terms of their internet providers that was determined in the study. The data
consists of PLDT, Globe, and Others. The data revealed that the highest number
of respondents that were involved in this study is the usage of PLDT with a total
of 141 respondents which is 69.5% of the total respondents. The second largest
number of respondents that were involved in this study is the usage of Globe with
a total of 48 respondents that is 23.6% of the total respondents. The third highest
number of respondents that were involved in this study is the ‘Others’ with a total
of 14 respondents which is 6.9% of the total respondents, a total of 100%
population of 203 respondents.
Table 4.4 Profile of the Respondents according to Internet Provider
Internet Provider Frequency Percentage

PLDT 141 69.5
Globe 48 23.6
Others 14 6.9
Total 203 100
52
Table 4.5 as shown below represent the speed of internet access of
Business and Management students of Ateneo de Davao University. The results in
the table shows that the business and management students of Ateneo de Davao
University have a low level of speed of internet access as shown in the overall
average mean value which is x̅ = 2.39 and sd= .67. The first item for the Speed
of internet access “I always submitted my assignment on time or ahead of time
because of a good quality service from my internet provider” got the highest
average x̅ = 2.64 and sd= .63. though this would mean customer disagrees in
being able to submit their assignments on time or ahead of time because of the
good quality services from their internet provider. The least one is the fifth item
which is “My internet connection is lightning speed. Fastest possible connection
for all sorts of internet activities.” as it has only x̅ = 2.19 and sd= .68. This would
mean that the Business Management students of Ateneo De Davao University
disagrees that their internet connection is lightning speed and fastest possible
internet connection for all sorts of internet activities.

53
Table 4.5 Speed of Internet Access
Speed of Internet Mean Std. Interpretation

Access deviation
I always submitted my The respondent has a low level of speed

of internet access. This means that the
assignment on time or upload speed and the number of bytes
ahead of time because that travels as it goes back from an
of a good quality 2.64 .63 internet host to user’s device is average.
service from my
internet provider.
I always get the The respondent has a low level of speed

promised internet speed upload speed and the number of bytes
2.28 .68
from my internet that travels as it goes back from an
provider. internet host to user’s device is average.
I do not have any The respondent has a low level of speed

problem downloading upload speed and the number of bytes
2.41 .70
and uploading files. that travels as it goes back from an
internet host to user’s device is average.
My internet connection The respondent has a low level of speed

is fast enough to upload speed and the number of bytes
smoothly stream video that travels as it goes back from an
and quickly download 2.41 .64 internet host to user’s device is average.
large files.
My internet connection The respondent has a low level of speed

is lightning speed. upload speed and the number of bytes
Fastest possible that travels as it goes back from an
connection for all sorts 2.19 .68 internet host to user’s device is average.
of internet activities.
54
TOTAL 2.39 .67 The respondent has a low level of speed

upload speed and the number of bytes
that travels as it goes back from an
internet host to user’s device is average.
Table 4.6 as shown below represent the reliability of internet access of
Business and Management students of Ateneo de Davao University. The results in
the table shows that the Business Management students of Ateneo de Davao
University have a low level of reliability of internet access as shown in the overall
average mean value which is x̅ = 2.18 and sd= .73 in terms of reliability of the
internet access. Among all of the items for the reliability of internet access, the
third item got the highest average x̅ = 2.33 and sd=.73 “I am confident in using
my internet during exams”. Though this would mean customer disagrees with
being confident in using their internet during exams. The item that has the lowest
score is the fifth item for the reliability of internet access “I do not experience
internet disruptions even during bad weather” having lowest average x̅ = 2.05 and
sd=.75. Though this would mean that the Business Management students of
Ateneo De Davao University disagree that they do not experience internet
disruptions even during bad weather.

55
Table 4.6 Reliability of Internet Access
Reliability of Mean Std. deviation Interpretation

Internet Access
I will not change The respondent has a low level
of reliability of internet access.
my internet This means that the customers are
2.12 .69
provider if there is unsatisfied and can slightly rely
a chance. with their internet connection
I will recommend The respondent has a low level

my internet of reliability of internet access.
2.29 .71 This means that the customers are
provider to my unsatisfied and can slightly rely
friends and family. with their internet connection
I am confident in The respondent has a low level

using my internet This means that the customers are
2.33 .73
during exams. unsatisfied and can slightly rely
with their internet connection
I do not experience The respondent has a low level

internet disruptions This means that the customers are
2.12 .77
during online unsatisfied and can slightly rely
classes. with their internet connection
I do not experience The respondent has a low level of

reliability of internet access. This
internet disruptions means that the customers are
2.05 .75
even during bad unsatisfied and can slightly rely
weather. . with their internet connection
TOTAL 2.18 .73 The respondent has a low level

This means that the customers are
unsatisfied and can slightly rely
with their internet connection
56
Table 4.7 as shown below represent the Ateneo de Davao University
Business Management students' access to online educational materials. According
to the results in the table, Business Management students have a low level of
access to online educational materials, as shown by the overall average mean
value which is x̅ = 2.29 and sd= .69. The fourth item which is the “I have enough
educational materials in order to study” has the highest average x̅ = 2.41 and sd=
.66. This means that the business management students of Ateneo de Davao
University disagree in having enough of educational materials in order to study.
The least one is the fifth item which is the “I am learning well on my own without
any interaction with other students” as it has the lowest average x̅ = 2.19 and sd=
.74. This means that the students of Ateneo de Davao University disagree that
they are learning well without interaction with others.

57
Table 4.7 Access to Online Educational Materials
Access to Online Mean Std. deviation Interpretation

Educational Materials
I am gaining much more The respondent has a low

knowledge with online educational materials. This
2.24 .68
materials. means that there is inferior
Online educational The respondent has a low

materials have made me educational materials. This
be more active means that there is inferior
participant during the 2.21 .65 problem on accessing their
courses.
These classes are more The respondent has a low
flexible and convenient. educational materials. This
2.40 .74
I have enough The respondent has a low

educational materials in educational materials. This
2.41 .66
order to study. means that there is inferior
I am learning well on The respondent has a low

my own without any educational materials. This
2.19 .74
interaction with other means that there is inferior
students. problem on accessing their
TOTAL 2.29 .69 The respondent has a low

58

Table 4.8 shows the duration of internet access of Business and
Management students of Ateneo de Davao University. The results in the table
shows that the Business Management students have a low level of duration of
internet access as shown in the overall average mean value which is x̅ = 2.47 and
sd =.80. The fifth item for the duration of internet access “Using internet, I often
access over twenty hours a week” got the highest average x̅ = 3.15 and sd= .89.
Though this would mean customer disagrees on accessing over twenty hours a
week. The least one is the first item for the duration of internet access “Using
internet, I often access less than one hour a week” as it has the lowest average x̅ =
1.99 and sd =.63. This would mean as Business Management students of Ateneo
De Davao University that they disagree on accessing the internet less than an hour
a week.
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Table 4.8 Duration of Internet Access
Duration of Mean Std. deviation Interpretation

Internet Access
Using Internet, I The respondent has a
often access less low level of duration of
1.99 .63 internet access. This
than one hour a means that they are
week. spending inferior time
using the internet.

often access one to low level of duration of
five hours a week. means that they are
spending inferior time
using the internet.

often access 5 to 10 low level of duration of
hours a week. means that they are
using the internet.

often access ten to low level of duration of
twenty hours a means that they are
week. spending inferior time
using the internet.

often access over high level of duration
3.15 .89 of internet access. This
twenty hours a means that they are
week. spending moderate time
using the internet.
TOTAL 2.47 .80 The respondent has a

low level of duration of
internet access. This
means that they are
60
using the internet.
Table 4.9 shows the customer satisfaction of Business and Management
students of Ateneo de Davao University. The results in the table shows that the
Business Management students have a low level of customer satisfaction as
shown in the overall average x̅ = 2.23 and sd= .67. The first item for the
customer satisfaction “I am satisfied with the support that my internet provider
has given me” got the highest average score of x̅ = 2.38 and sd= .58. Though this
would mean customer disagrees on the support that my internet provider has
given me. The least one is the fifth item for the customer satisfaction “Overall, I
am satisfied with my internet provider” as it has the lowest average score of x̅ =
1.86 and sd= .75. This would mean as Business Management students of Ateneo
De Davao University that they are not satisfied with their internet provider.
Multiple regression analysis was applied to test the explanatory and
predictive power of the different independent variables (Speed of Internet Access,
Reliability of Internet Access, Access to Online Educational Materials, and
Duration of Internet Access). Using stepwise method, the following tests were
performed first before the different models were tested for their predictive and
explanatory power: collinearity test, normality test, homoscedasticity test, and
sufficient number of observations. Afterwards, the results of multiple regression
analysis (model summary, coefficients, and ANOVA) were analyzed.

61
Table 4.9 Customers Satisfaction
Customer Mean Std. deviation Interpretation

Satisfaction
I am satisfied with The respondent has a
the support that my low level of customers
2.38 .58 satisfaction. This means
internet provider that they are unsatisfied
has given me. with the service quality
in internet connection.
I am happy with The respondent has a

my internet low level of customers
provider. that they are unsatisfied
with the service quality
I would recommend The respondent has a

our internet low level of customers
provider to my that they are unsatisfied
friends or 2.29 .65 with the service quality
colleagues. in internet connection.
I am contented The respondent has a

with the rate of low level of customers
money of my that they are unsatisfied
internet provider. with the service quality
Overall, I am The respondent has a

satisfied with my low level of customers
internet provider. that they are unsatisfied
TOTAL 2.23 .67 The respondent has a

low level of customers
that they are unsatisfied
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On the normality test, the Kolmogorov-Smirnov and Shapiro-Wilk tests on
standardized residuals were performed to determine the null hypothesis, that
Speed of Internet Access, Reliability of Internet Access, Access to Online
Educational Materials, and Duration of Internet Access does not significantly
affect the influence of service quality internet providers to customers satisfaction.
The results shown in (see table 4.10) that the p values of .200 (Kolmogorov-
Smirnov) and .744 (Shipiro-Wilk), respectively, are not significant. Since there
values stated were more than 0.5, the null hypothesis that corresponds to a normal
distribution of the variable is accepted. Furthermore, another observation was
done with the use of normal p-p plot to confirm the normality concern. The graph
(figure 4.1) showed that there was a close fit between the data and the 45-degree
curve thus, confirming that the normality concern and the data are normally
distributed.
Table 4.10 Test of Normality

63
Figure 4.1 Normal P-P Plot of Regression Standardized Residual

64
On the homoscedasticity test, the ZPRED (X) and ZRESID (Y) were
measured on the scatterplot to test the presence of a pattern in a graph. As shown
in the graph above (see figure 4.2) does not show any kind of pattern; therefore,
all the relevant variables in model 3 are part of the model.
On the number of observations, the number of parameters (5), which are
all variables of the study (Speed of Internet Access, Reliability of Internet Access,
Access to Online Educational Materials, Duration of Internet Access, and
Customers Satisfaction), times the number of observation (10), which is the ideal
ratio, or 40 is more than sufficient as there are 203 respondents.
Figure 4.2 Scatterplot

65
As presented in table 4.11 below, Service Quality of Internet Providers (r
= .744; p = .000) have strong positive correlation and are statistically significant
with Customer Satisfaction. This result is an affirmation of the result in table 4. 11
(page 62).
Table 4.11 Pearson Correlation of Service Quality of Internet Providers and
Customer Satisfaction
Service Quality of Customer

Internet Providers Satisfaction
Pearson
1 .744**
Correlation
Service Quality of
Internet Providers Sig. (2-tailed) .000
N 203 203
Pearson
.744** 1
Correlation
Customer
Satisfaction Sig. (2-tailed) .000
N 203 203
66
Table 4.12 shows the result where it exhibits that the relationship between
service quality of internet providers and customer satisfaction exists. With an
overall p-value of 0.000 which is less than 0.05, the relationship is significant at a
0.05 level of significance. Thus, the null hypothesis is hereby rejected. Also, as
evident in the p-value of 0.000, the relationship between the 4 indicators and the
dependent variable is significant at a 0.05 level of significance. This implies that
service quality of internet providers has somehow influenced the customer
satisfaction of the service.
Table 4.12 Correlation
Variables (r) p-value Decision Interpretation

Service Quality
of Internet
.744 .000 Reject Ho Significant
Providers
Customer (High Positive
Satisfaction Correlation)
67
In table 4.13, it shows that there are no VIF values greater than 10 for
model 3 that indicates a collinearity with a strong presence. The VIF with the
highest value for model 3 is 2.248. Therefore, there is no multicollinearity issue
for model 3.
Table 4.13 Coefficients
Coefficients
a. Dependent Variable: Customer Satisfaction

68
Lastly, the model summary and ANOVA table with regards to the
Influence of Service Quality Internet Providers to Customers Satisfaction are
shown in table 4.8 and 4.9. The coefficient of determination (R square) for model
1 is .610 which is shown in table 4.8. the ANOVA has an F value of 77.335 for
model 1 shown in table 4.9, which means that all the independent variables
(Speed of Internet Access, Reliability of Internet Access, Access to Online
Educational Materials, Duration of Internet Access and Customer Satisfaction)
that were used as a set are significantly related to the dependent variable
(Customer Satisfaction). However, the R squared .610, shows that 61% of the
variances of customer satisfaction of business and management students of
Ateneo de Davao University specifically Speed of Internet Access with a beta
coefficient of .265 and Access to Online Educational Materials with a beta
coefficient of .205 explains the variances.
An increase in the regard in service quality is an increase in the customers
satisfaction by .475 holding reliability of internet access, access to educational
materials, and speed of internet access. Moreover, an increase in the perception of
the reliability of internet access is an increase in the customers satisfaction
by .363. Another significant variable identified access to online educational
materials, an increase in the level of customers satisfaction by .181 and .229
increase in customers satisfaction every increase in the level of speed of internet
access.
In summary, the multiple regression was undertaken to examine the
variance in quality of lie, scores of 203 respondents, using the stepwise method.
69
Three predictors were entered into the model: reliability of internet access
(β=.453,t=6.799, p<.000), access to online educational materials (β=.205,t=4.206,
p<.000) and speed of internet access (β=.265,t=4.020, p<.000). Duration of
Internet Access was excluded in the model. This could also be reflected in the
regression equation: Customer Satisfaction= .475 + (.363 x Reliability) +(.181 x
Educational Materials) + (.229 x Speed) which is explained in the paragraph
above.
Table 4.14 Model Summary

Model Summary
a. Predictors: (Constant) Duration of Internet Access, Access to Online
Education Materials, Speed of Internet Access, Reliability of Internet Access
b. Dependent Variable: Customer Satisfaction
Table 4.15 ANOVA

ANOVA
a. Predictors: (Constant), Duration of Internet Access, Access to Online
Education Materials, Speed of Internet Access, Reliability of Internet Access
b. Dependent Variable: Customer Satisfaction

70
4.2 Analysis and Interpretation of Results

This part is where the discussions of the analysis and interpretation of
results based from the tables above are presented. This will be divided in to five
parts: Speed of Internet Access, Reliability of Internet Access, Access to Online
Educational Materials, Duration of Internet Access and Customer Satisfaction.
First, table 4.5 shows the Speed of Internet Access of Business and
Management Students of Ateneo de Davao University. The results in the tables
shows that the Business and Management students have a below average level of
Speed in internet access. In order to survive in this competitive market, companies
should continue to improve their service performance. The high level of service
performance is believed to be an effective way to improve customer satisfaction
(Kwang-jae Kim, In-Jung Jeong, Jeong Cheol Park, Young-Jun Park, 2007)
The first item in the Speed of Internet Access part of the questionnaire
states that “I always submitted my assignment on time or ahead of time because
of a good quality service from my internet provider.” has the highest mean on all
of the items for Speed of internet access. This means that majority of the Business
and Management Students of Ateneo de Davao University don’t always submit
their assignments on time or ahead of time because of their internet connection. In
order to survive in this competitive market, companies should continue to
improve their service performance. The high level of service performance is

71
believed to be an effective way to improve customer satisfaction (Kwang-jae
Kim, In-Jung Jeong, Jeong Cheol Park, Young-Jun Park, 2007). However, the
item that ranks last in the Speed of internet access part is the last item that states
“My internet connection is lightning speed. Fastest possible connection for all
sorts of internet activities.” this means that the majority of the Business and
Management Students of Ateneo de Davao University experienced that their
internet connection is not the fastest possible connection for all sorts of internet
activities.
In table 4.6, the results shows that the Business and Management students
of Ateneo de Davao University have a below average level of reliability of
internet access. This means that the Business and Management Students of
Ateneo de Davao University disagrees that their internet connection provider is
reliable in terms of important school activities such as exams and online classes.
Problematic internet use may mangle an individual's relation to the environment
and hinder their success (Ceyhan, E.; Ceyhan, A. & Gürcan 2007).
The third item of the Reliability of internet access part that states, “I am
confident in using my internet during exams.” has the highest mean among all the
other items from Reliability of internet access. This means that the majority of
Business and Management Students of Ateneo de Davao University thinks that
their internet connection is not reliable to be used in exams. Internet-related
psychological dependency or pathological utilizing the internet is an excellent
field of interest doing research and discussion. (Caplan, 2002; Davis, Flett &
72
Beser, 2002; Morahan-Martin & Schumacher, 2000; Tsai & Lin, 2001; Widyanto
& McMurran, 2004; Young, 1998).
The item that is ranked last in table 4.2 that states “I do not experience
internet disruptions even during bad weather.", but the interpretation shows that
Business Management students disagree with this statement. It indicates that the
Business and Management Student of Ateneo de Davao University is
experiencing internet disruptions during bad weather. According to Buhalis,
Harwood, Bogicevic, Viglia, Beldona, and Hofacker (2019) the possible
disruptions of the service markets with the self-governing devices and agent
depend on how the economies work out to develop services embodied in the
machines or equipment and operators.
In table 4.7, presents the Access to Online Educational Materials of
Business and Management Students of Ateneo de Davao University. This result
shows that the Business and Management students have a below average level of
Access to Online Education Materials. Sapp (2019) stated further assessments had
undergone in line with the focused-on accessibility and usability of universal
eLearning or online education materials to provide feedback to the development
team; this can improve the product well. Disagreements presents some of the
outcomes as a supporting detail for professionals in studying the needs of the
students and to provide suggestion in developing accessible online educational
program.
The third question of the Access to Online Educational Materials part of
the survey questionnaire that states “I have enough educational materials in order
73
to study.” has the highest result but the interpretation disagrees with the statement
on for Access to Online Educational Materials. This means mostly of the Business
and Management Students of Ateneo de Davao University don’t have enough
educational materials in order to study. With broad access to learning, the material
is comprised and analyzed in the exploration of meaning. Surface learning
contracts the most limited amount of effort towards realizing the minimum
required outcomes according to Svensson (1977).
The last item of the Access to Online Educational Materials part of the
questionnaire that states “I am learning well on my own without any interaction
with other students.” got the lowest average score. This means that Business and
Management students of Ateneo de Davao University helps them improve in
learning with the interaction with other students and peers. This gives the idea that
learning with peers makes it much easier for students. For some students learning
at home without any interaction with other students might be difficult. Relating to
the Highest average score, having enough educational materials gives an
advantage also having interaction with other students also gives an advantage on
helping students in learning. Stated by Passerini and Granger (2000), an academic
self-efficacy was conducted and created a hypothesis to show a stronger
relationship to the written test performance based on Pajares and Miller's (1995)
finding. Wherein, internet self-efficacy was hypothesized to correlate more firmly
to the search test performance, a search examination where students had to use a
specific internet and search for important information before answering the
questions.
74
Fourth, Table 4.8 the result shows that the Business and Management
Students of Ateneo de Davao University agrees that they have high level of
Duration of Internet Access. The item with the highest average score is the last
question that states “Using Internet, I often access over twenty hours a week.” this
means that Business and Management Students tend to use their internet mostly
over twenty hours a week, this gives an idea that students are using internet in a
long period of time because of their school activities and other extracurricular
activities that involves the use of internet connection. In contrast, the lowest
average score is the first question that states “Using Internet, I often access less
than one hour a week.” this means that Business and Management students need
more time in using the internet, since we are now engaged in online class. The
internet connection is very significant in learning and attending classes.
According to Scott Mitchell (2018) the internet is the organizational backbone of
our whole society. Whether it's school activity, social or work, being online is a
necessity.
Lastly, Table 4.9 the result shows that Business and Management Students
of Ateneo de Davao University has below average level of Customer Satisfaction,
the item with the highest average score the question that states “I am satisfied
with the support that my internet provider has given me.” this means that Business
and Management students is not satisfied with the service being provided by their
internet provider, factors that involves speed of internet access and reliability of
internet access affects the satisfaction level of the students towards their internet
provider. On the other hand, the last item of the questionnaire that states “Overall,
75
I am satisfied with my internet provider.” got the lowest average score, this would
mean that the overall customer satisfaction level of the Business and Management
Students on their internet provider is low, based on the previous results of the
other independent variables. According to S.Erevelles, S.Srinivasan & S. Rangel
(2003) Customer service including technical support and responsiveness of
service staff is an important “determinant” factor in ISP selection. We suggest
that as the ISP market matures, service providers that pay attention to affective
factors and to building “relationships” with their customers will have a
competitive advantage in the marketplace of the future.
4.3 Implications to Theory
This study is anchored to SERVQUAL Theory and Expectancy-
Disconfirmation Paradigm Theory. These theories give understanding to support
the study which is the influence of service quality internet providers to customers
satisfaction.
The first theory is SERVQUAL Theory, it is a multi-dimensional research
instrument that is intended to capture consumer assumptions and impressions of a
service along the five agreed service quality measurements. The five factors to
which builds towards the perceived service quality and these are: reliability,
responsiveness, empathy, assurance, and tangibles. These five factors are related
in this study, first is the reliability is reflected to reliability of internet access. The
next one is the responsiveness which can be reflected to speed of internet access.
Third, empathy is reflected to access to online educational materials. Fourth,

76
assurance which can be reflected to duration of internet access. Lastly, the
tangible which is refers to the overall internet service that consumers use;
maintenance, sensors, software, cables, and other technologies are examples of
this. Therefore, the SERVQUAL Theory support the entities of the study
The second theory is the Expectancy-Disconfirmation Paradigm Theory. It
attempts to explain post-purchase or post-adoption satisfaction in terms of
expectations, perceived performance, and belief disconfirmation. Expectation and
perceived performance are the primary factors that can lead to disconfirmation
and can result in satisfaction if the customer's expectations are met. The theory
explains how independent variables like internet speed, reliability, access to
instructional materials, and duration of internet access influence customer
satisfaction. The mentioned independent variables are used to analyze the
dependent variable, which is the customer satisfaction. In the results, it was
shown that customers have a below average level of speed of internet access
which means that the upload speed and the number of bytes that travels as it goes
back from an internet host to user’s device is average. The below average level of
reliability of internet access means that the customers are unsatisfied and can
slightly rely with their internet connection given by their internet providers. The
below average level of access to online education materials. This means that there
is inferior problem on accessing their online learning materials. The below
average level of duration of internet access means that the customers are spending
inferior time in using the internet. Lastly, below average level of customer
77
satisfaction means that the customers are unsatisfied with the service quality of
their internet connection.
4.4 Implications to Practice

This study can be pertinent in considering the factors regarding the
influence of service quality internet providers to customers satisfaction. The study
has four indicators of service quality of internet providers and these are the speed
of internet access, reliability of the internet access, access to online educational
materials and duration of the internet access. The results have shown that these
four indicators of the service quality of internet providers have influence the
customers satisfaction. The internet providers should recollect the factors in high
level of influence to customer satisfaction they should able to provide excellent
service quality to the customers. Moreover, internet providers should test the
speed of the internet access concerning the latency, gauge the characteristic of the
internet access, reacknowledge permits to online educational materials, the
longevity regarding availability of internet access. Also, they should make
customer satisfaction be a primary focus in business.
4.5 Implications to Research

This research will contribute information for future studies using the Four
Independent Variables which are Speed of Internet Access, Reliability of Internet
Access, Access to Online Educational Materials, Duration of Internet Access and
one dependent variable which is Customer Satisfaction. This will serve as a basis
78
to determine the level of Influence of Service Quality Internet Providers to
Customer’s Satisfaction. Besides, this study contributes to understanding on how
the Influence of Service Quality Internet Providers to Customers Satisfaction
based on their Speed of Internet Access, Reliability of Internet Access, Access to
Online Educational Materials. Duration of Internet Access and the Customer
Satisfaction. And, Lastly the results of this study would be a big help for the
future researchers to have more knowledge and information.
CHAPTER V
CONCLUSIONS AND RECOMMENDATIONS
This chapter presents the researchers’ conclusions and recommendations
from the findings of the study.
5.1 Conclusions
Based on the results of this study, the researchers have drawn the
following conclusions:
1. In general, the internet providers are performing at a low level. They are
not providing enough efforts to meet the customers satisfaction. The
researchers believe that they need to provide or improve their systems to
attain the needs of their customers. Having said that, the respondents of
this study are all students and it is crucial to have a speed, reliable, can
79
access immediately to online platforms, and can last a long period of time
internet connectivity because all respondents are having online classes.
2. It indicates that the customers are unsatisfied with the service quality in
internet connection of their chosen internet provider.
3. The data implies that service quality of internet providers has somehow
influenced the customers satisfaction of the service.
4. Customer satisfaction tends to have a higher degree when Reliability of
Internet Access is always observed in the service quality of the internet
providers.
5.2 Recommendations
Based on the findings of this study, the researchers have drawn the
following recommendations:
1. Internet Providers – the researchers would like for the internet providers
improve more on their duration of internet access, speed of internet access,
access to online educational, and slightly improve on their reliability of
internet access to maintain and to boost customers satisfaction.
2. Customers – the researchers would like the customers to choose an
internet provider that is already been proven and tested that can sustain the
needs of every individual to maximize the worth that they are paying.
3. Business Management Students – the researchers would like the
business management students to always verify when acquiring a specific
internet provider. It should cater your needs in your specific area because
80
some internet providers cannot reach certain locations due to the lack of
towers.
4. Future Researchers – the researchers would like the future researchers to
include “accessible to remote areas” as a variable because services are
only limited to particular areas. There are a lot of indicators which can be
associated with the dependent variables and a lot easier to research. Lastly,
the researchers would recommend the future researchers to increase the
sample size to have a more accurate data gathering.
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86
APPENDICES
APPENDIX A
LETTER TO RESPONDENTS
Dear respondents:
We are the Business Management students of Ateneo de Davao University. We

are conducting a study on the Influence of Service Quality Internet Providers to
Customers Satisfaction.
We would like to solicit your participation in this by answering the questions in

this survey questionnaire. The data that you provided will be treated with
confidentiality and will only be used for statistical analysis only. Thank you.
87
Sincerely,
Amoy, Symon Angelo

Baguio, Beverly
Damasco, Jerber
Rubi, Joseph Roy
Zanoria, Noiren
APPENDIX B
QUESTIONNAIRE
Email address: _________________________

Section: _______________________________
Age: __________________________________
Address: ______________________________
Gender: _______________________________
Direction: Using the following scale, kindly answer all the questions by putting a
check (/) on the space provided on each statement base on the degrees of your
agreement. Your response is expressed in different degree of reactions as shown
above the table.
SA= Strongly Agree, A= Agree D= Disagree SD= Strongly Disagree

SPEED OF INTERNET ACCESS SA A D SD
1. I always submitted my assignment on

time or ahead of time because of a good
88
quality service from my internet provider.

2. I always get the promised internet speed
from my internet provider.
3. I do not have any problem downloading
and uploading files.
4. My internet connection is fast enough to
smoothly stream video and quickly
download large files.
5. My internet connection is lightning
speed. Fastest possible connection for all
sorts of internet activities.
RELIABILITY OF INTERNET ACCESS
6. I will not change my internet provider if

there is a chance.
7. I will recommend my internet provider to
my friends and family.
8. I am confident in using my internet
during exams.
9. I do not experience internet disruptions
during online classes.
10. I do not experience internet disruptions
even during bad weather.
ACCESS TO ONLINE EDUCATIONAL
MATERIALS
11. I am gaining much more knowledge with
online materials.
12. Online educational materials have made
me be more active participant during the
courses.
13. These classes are more flexible and
convenient.
14. I have enough educational materials in
order to study.
15. I am learning well on my own without
any interaction with other students.
DURATION OF INTERNET ACCESS
16. Using Internet, I often access less than
one hour a week.
17. Using Internet, I often access one to five
hours a week.
18. Using Internet, I often access 5 to 10
89
hours a week.
19. Using Internet, I often access ten to
twenty hours a week.
20. Using Internet, I often access over twenty
hours a week.
CUSTOMERS SATISFACTION
21. I am satisfied with the support that my
internet provider has given me.
22. I am happy with my internet provider.
23. I would recommend our internet provider
to my friends or colleagues.
24. I am contented with the rate of money of
my internet provider.
25. Overall, I am satisfied with my internet
provider.
Link for the google forms: “A Study on the Influence of Service Quality Internet
Providers to Customers Satisfaction” Survey Questionnaire (google.com)
90
91
92
93
94
95
96
97
APPENDIX C
98
VALIDATOR’S FORM
APPENDIX D
99
PILOT TESTING CRONBACH’S RESULT

100
101
APPENDIX E
Turnitin Result
102
CURRICULUM VITAE
Personal Information
Name: Amoy, Symon Angelo E.
Date of Birth: April 04, 2000
Address: Purok 3, Valdez Road, Tibungco, Davao City
Cellphone Number: 09665599726
Email Address: Saeamoy@addu.edu.ph
Educational Attainment
College: Ateneo de Davao University, E. Jacinto St., Davao City (2018-present)
Senior High School: Davao City National High School (2016-2018)
Junior
High School: Davao City National High School (2013-2016)
Elementary: Kapitan Tomas Senior Central Elementary School (2006-2012)
103
CURRICULUM VITAE
Name: Baguio, Beverly M.
Date of Birth: October 01, 1999
Address: Sacred Heart, Cuambogan, Tagum City
Email Address: bmbaguio@addu.edu.ph
Senior High School: La Filipina National High School, La Filipina,Tagum City
(2016-2018)
Junior High School: La Filipina National High School, La Filipina, Tagum City
(2012-2016)
Elementary: La Filipina Elementary School, La Filipina, Tagum City (2006-2012)
104
CURRICULUM VITAE
.
Name: Damasco, Jerber O
Date of Birth: September 24, 1999
Address: Purok 3, Brgy. Poblacion, Compostela, Davao de Oro 8803
Email Address: Jodamasco@addu.edu.ph
College: Ateneo de Davao University, E, Jacinto St., Davao City (2018-present)
Senior High School: Ateneo de Davao University, E, Jacinto St., Davao City
(2016-2018)
Junior High School: Assumption Academy of Compostela, Brgy. Poblacion.,
Davao de Oro (2012-2016)
Elementary: Assumption Academy of Composetela, Brgy. Poblacion., Davao de
Oro (2006-2012)
105
CURRICULUM VITAE
Name: Rubi, Joseph Roy M.
Date of Birth: December 27, 1998
Address: 1081 Spake St., Velasco Subd., Bangkal, Davao City
Email Address: jrmrubi@addu.edu.ph
Senior High School: Ateneo de Davao University, E. Jacinto., Davao City (2016-
2018)
Junior High School: Ateneo de Davao University, Acacia St., Davao City (2012-
2016)
Elementary: Ateneo de Davao University, Acacia St., Davao City (2006-2012)
CURRICULUM VITAE
106
Name: Zanoria, Noiren Z.
Date of Birth: June 2, 1999
Address: Ruiz Village Brgy. San Antonio, Agdao, Davao City
Email Address: nzzanoria@addu.edu.ph
Senior High School: University of the Immaculate Conception (2016-2018)
Junior High School: Holy Cross of Agdao (2012-2016)
Elementary: Don Julian Rodriguez Sr. Elementary School (2006-2012)

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ATENEO DE DAVAO UNIVERSITY

BACHELOR OF SCIENCE IN BUSINESS MANAGEMENT

A Study on the Influence of Service Quality Internet Providers to Customers Satisfaction

Amoy, Symon Angelo

Dr. Henry M. Yap, RGC

access, reliability of internet access, access to online educational materials, duration of

internet access and customer satisfaction.

The researchers used a correlational design as the research measurement tool

Providers to Customer Satisfaction. This study was a quantitative kind of business

educational materials, duration of internet access and customer satisfaction with an

educational materials, duration of internet access, and customer satisfaction.

CHAPTER 2. REVIEW OF RELATED LITERATURE 12

CHAPTER 4: FINDINGS AND APPLICATION 47

CHAPTER 5: CONCLUSIONS AND RECOMMENDATIONS 77

3.1 Table of Specification 34

A Letter for respondents 85

This study discussed the Influence of Service Quality Internet Providers to

Customers Satisfaction. This chapter covers the background of the study,

theoretical and conceptual frameworks, statement of the problem, hypothesis,

objectives, significance of the study, scope and limitations, and definition of

1.1 Background of the Study

In this study, researchers examined the underlying influence of customer

satisfaction of service quality on internet providers. Using internet providers to

and the internet companies' service quality.

Today, we are living a life where technology is involved. Throughout the

world, according to Allen (2019) we live in an era where technological progress is

Telecommunication Union (ITU) on June (2020) COVID-19 outbreak has led to

reduction in everything but essential operational expenses. On this global

pandemic from, digital technologies have turns into a critical supporter of

Stated by Pfaff (1976) If customer satisfaction is the fundamental element

of the market economy it is important to learn the satisfaction and dissatisfaction

services. Customer Satisfaction has different dimensions and measurement, where

1993; Wangnheim & Bayon, 2004). Considered as an antecedent of service as it is

used as methodology for measuring customer satisfaction. An instrument to

Stuhdreier, 2004; Carrillat, Jaramillo, &Mulki, 2007; Jamali, 2007).

In the America, according to Sunil, Srinivasan and Rangel (January 2003),

topped up to $10.7 billion in 1998 and is assumed to reach at $37.4 billion by

having 23% market share. The industry is also experiencing technological

changes wherein most internet subscribers or customers are provided with a

customers access internet. According to Kotler and Armstrong (2013) Customers

Companies develop products and services to help customers.

Stated by Roundtable expert of ITU (2020) “digitization is currently a

assuming the online economy works for everyone.”

employment, transformed industries, improved infrastructure, and provided

efficient communication among enterprises and individuals across the globe. In

population with a growth of 531%, and its population is predicted to reach a 66

other fast-growing peers in Asia, it is because of the level of consumer

engagement with mobile and technology.

current problem dabawenyos; facing the COVID-19. Thus, Duterte (January

work, buying goods and services, or doing business.

Due to these studies mentioned above, this motivates the researchers to

1.2.1 Theoretical Framework

The study is anchored to the following studies: SERVQUAL Theory

(Parasuraman et al. 1985) and Expectancy-Disconfirmation Paradigm Theory

(Oliver, 1980 & 1997)

The SERVQUAL theory (Parasuraman et al. 1985) states that it is a multi-

dimensional research instrument, designed to catch consumer assumptions and

In this study, it states that service quality is understood as the extent to

which customers’ pre-consumption expectations of quality are confirmed or

reliability, responsiveness, empathy, assurance, and tangibles. After these five

Figure 1. SERVQUAL Model

Disconfirmation Paradigm Theory (Oliver 1980 & 1997) states that it is a

cognitive theory which seeks to explain post-purchase or post-adoption