2ra Group 5 Final Manuscript

WIFI VS.
MOBILE DATA: A COMPARATIVE STUDY ON CUSTOMER

SATISFACTION OF GRADE 12 ABM STUDENTS OF OUR LADY OF FATIMA
UNIVERSITY
Tyron Meneses123, Jireh Grospe123, John Grady Manalo123, David Lloyd Noya123,
Lea Rica Pangan123, Emillie Rhose Recopuerto123, Khyla Robrigado123, Matthew
Sacdalan123, and Ms. Miljoy Manalo234
1
Senior High School - Accountancy, Business and Management Strand
2
Research Development and Innovation Center
3
Our Lady of Fatima University
4
Research Adviser
January 2022
WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION ii
Endorsement
This quantitative research paper entitled: “Wi-Fi Vs. Mobile Data: A Comparative
Study on Customer Satisfaction of Grade 12 ABM Students of Our lady of Fatima
University” prepared by Tyron Meneses, Jireh Grospe, John Grady Manalo, David Lloyd
Noya, Lea Rica Pangan, Emillie Rhose Recopuerto, Khyla Robrigado and Matthew
Sacdalan of ABM-12Y1-2RA, in partial fulfillment of the requirements for the strand of
Accountancy, Business and Management has been examined and now recommended for
Oral Examination.
This is to certify that Tyron M. Meneses, et al. are ready to take an Oral
Examination.
Miljoy R. Manalo, MBA
Adviser
This is to certify that the research paper entitled: Wi-Fi Vs. Mobile Data: A
Comparative Study on Customer Satisfaction of Grade 12 ABM Students of Our lady of
Fatima University prepared by Tyron Meneses, Jireh Grospe, John Grady Manalo, David
Lloyd Noya, Lea Rica Pangan, Emillie Rhose Recopuerto, Khyla Robrigado and
Matthew Sacdalan of ABM-12Y1-2RA are recommended for Oral Examination has been
examined by the panel of examiners with a grade of ____.
_______________________________
Chairman
Member Member
Dr. Rommel Joseph G. Lazatin
Program Head, College of Business and Accountancy
Chairman
OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION iii
Certificate of Originality
We hereby declare that this study is our own work and that, to the best of my
knowledge and belief, it does not contain material formerly published or written by
another person or material to which any other degree or diploma of a university or other
higher learning institution has been substantially admitted, except where appropriate
reference is given in the document.
We also proclaim that the intellectual content of this study is the product of our
studies, although we may have been supported by others in expressing style, presentation
and language.
Tyron M. Meneses
Principal Investigator
Members:
Jireh Grospe
John Grady Manalo
David Lloyd Noya
Lea Rica Pangan
Emillie Rhose Recopuerto
Khyla Robrigado
Matthew Sacdalan
Ms. Miljoy R. Manalo, MBA
Research Adviser
Date Signed:
___________________

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION iv
Table of Contents
Endorsement...……………………………………………………………………….…...ii
Certificate of Originality...…………………………………………………………….... iii
Table of Contents…………...……………………………………...….…………….... iv-v
List of Tables……...………………………………………………………………….….vi
List of Figures…………………………………………………………………………. vii
List of Appendices………………………………………………………………….…. viii
Acknowledgement…………………………………………………………………….... iv
Abstract………………………………………………………………………………….x
CHAPTER I Introduction
The Problem and Its Background………………………………………………….........1-3
Statement of the Problem………………………………………………………………....4
Hypotheses of the Study………...………………………………………………………...4
Significance of the Study….………………………………………………………...........5
Scope and Delimitation………………………………………….………………………...5
Definition of Terms………………………………………………………………..........5-6
Acronyms…………………...……………………………………………………….......6-7
CHAPTER II Review of Related Literature and Studies
Theoretical Framework……………………………………………………………….…8-9
Conceptual Framework……………………………………………………………………9
Foreign Literature……………………………………….………...……………….….9-10
Local Literature……………………………………………………………………....10-11

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION v
Foreign Studies………………………………………………………….......……......11-13
Local Studies……………………………………………………………………........12-14
CHAPTER III Research Methodology
Research Design ……………………………………………………………….………...15
Research Instrument ………………...….……...…………………………………....15-16
Ethical Consideration ………….……………...…………………………………….16-17
Population and Sampling ……………………...….………….…………………………17
Data Collection……………………………………………………………………….17-18
Data Analysis………………………………………………………………………….…18
CHAPTER IV Results and Discussion
Results and Discussion……………………………………………………………….19-29
CHAPTER V Conclusion and Recommendations
Conclusion of the Study……………………………………………………………...30-31
Recommendation……………………………………………………………….…….31-33
References…………………………………………………………………………....34-41

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION vi
List of Tables
Table 1: Mean Rating Scale……………………………………………………………...18

Table 2: Mean Rating of Frequency of Use……………………………………………...20
Table 2: Mean Rating of Service Quality……………………………………………21-22
Table 3: Mean Rating of Promotion……………………………….…………………….23
Table 4: Mean Rating of Price……….………………………………………………24-25
Table 5: Mean Rating of Speed…………...……………………………………….…25-26
Table 6: Mean Rating of Customer Satisfaction……………………………….….…28-29
Table 7: Mean Rating of the Summary of all Variables……………...………………….30
Table 8: T-test of the Difference in responses between WIFI and Mobile Data...………30

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION vii
List of Figures
Figure 1: Paradigm of the study………………………………………………….……...9
Figure 2: Data Collection Process………………………………………………………18
Figure 3: Gender of the Thirty Respondents………………………………………...….19
Figure 4: Age of the Thirty Respondents……………………………………….……...20

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION viii
List of Appendices
Appendix A: Informed Consent Form………………………………………………….44
Appendix B: Survey Questionnaire………………………………………………….44-54
Appendix C: Statistical Result………………………………………………………….55
Appendix D: Documentation………………………………………………………...56-60

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION ix
Acknowledgement
This study becomes a reality with the kindness and strong support of many
individuals. We would like to extend our sincerely thanks to all of them.
First and foremost, we would like to praise and appreciate our Almighty God for his
blessings during our research study, which we were able to accomplish it successfully.
He really deserves a glory for always giving us the strength to do our parts on this
research study very well.
Second, we would like to convey our heartfelt gratitude to our research adviser
which is Ms. Miljoy R. Manalo, MBA for allowing us to do this study and for offering us
her advice and knowledge throughout the process of doing this research study. For
always being responsive when we have questions about the study and for being patient
and kind to us. We are truly grateful to be learned from you.
Third, we would like to thank and appreciate the efforts of all the group members
of Group 5 in this study. Thank you for sharing your knowledge, interest, and
determination on helping to finish this study.
Fourth, we also want to thank and owe our parents a debt of gratitude for their
love, prayers, care, support and sacrifices in teaching and preparing us for our future
lives.
And lastly, we also wanted to thank those 30 students who became our
respondents on this study and for showing an interest to comply our survey in this study.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION x
Abstract
This study focused to determine the comparison of the satisfaction level of the
customer of Wi-Fi and Mobile Data as a service data provider. The researcher goal is to
know the significance difference of Wi-Fi and Mobile Data in terms of customer
satisfaction. This research may help the given two internet provider and other
telecommunication industry to know more about on how to satisfy their consumer and
how to maintain a consistent good performance for the sake of the satisfaction of the
customer and this can also help the future researchers to gain idea about the given study.
The study was quantitative in nature, where in it focuses on gathering numerical data and
presenting in a statistical manner is being observed, it is a combination of descriptive and
comparative study. The sampling used was quota and snowball sampling. Survey
questionnaires by the utilization of Google forms were used by the researcher to gather
data from thirty respondents which are the grade 12 ABM students of Our Lady of
Fatima University, Pampanga. The answered survey questionnaire went through
tabulation Likert Scale. The researchers considered the respondent demographic
indicators which are the: Service Quality, Promotion, Price and Speed. Mean rating scale
and T-test results will be shown that has been used in the study. The result shows that
Wi-Fi is more satisfying to the customer than Mobile Data. Hence, null hypothesis (Ho)
is rejected which means that there is a significant difference between Wi-Fi and Mobile
Data in terms of customer satisfaction. After interpreting the results, the researchers
presented their conclusion and recommendation.
Keywords: Service Quality, Promotion, Price, Speed and Customer Satisfaction

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xi
CHAPTER I
THE PROBLEM AND ITS BACKGROUND
Nowadays, internet has become unavoidable in our daily life. They can access
figures, information, and knowledge on the internet to aid them with their personal,
social, and economic development. There are many uses of the internet. However, the use
of the internet in our daily life depends on individual requirements and goals. According
to Torsten (2018), management practitioners and scholars alike assume that raises in the
contractual absolute maximum capacity of internet connections are thought to strengthen
consumers' attitudes toward their access provider. The two reference- dependent aspects
comprise customer quality experiences in terms of provided transmission speeds, relative
to maximum down- and upload bandwidths as per customer contract, and relative to
speeds emphasized in marketing by a consumer's access provider. The idea that the
contractual maximum speed is only reached in a small percentage of a customer's internet
sessions reduces customer satisfaction and increases the likelihood of turnover. The
impacts of the two speed assessments are not mutually exclusive: if the experienced share
of Internet sessions with speeds below the contractual maximum bandwidth is significant,
perceived speed exaggerations in a provider's commercials degrade customer bonds less
(more) severely (low). More frequent speed testing diminishes customer bonding,
especially when a customer's provider's quoted speeds are perceived as exaggerated. By
avoiding emphasizing maximum speeds in their advertising, which customers rarely get
under normal everyday conditions, Internet access providers can strengthen their
attitudinal relationships with their clients.
According to global monitoring firm Philippine News Agency (2021),

Philippine's broadband and mobile internet speed is continuing to improve and
Philippines is at the 83rd spot for mobile and 92nd for fixed broadband in a ranking for
140 countries. The country's average download speed for February 2021 surged to 38.46
Mbps fixed broadband and it has increased for about 5.73 Mbps last January. And for
mobile internet it has 26.24 Mbps for the month of February, it increased for about 0.77
Mbps. As stated by Globe (2021), the fastest internet speed of 47.52 Mbps in the
Philippines was provided by Smart Communications. PLDT, formerly the Philippine

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xii
Long Distance Telephone, with an internet download speed of 41.75 Mbps was the next
fastest internet service provider. Due to lack of network infrastructures the country has
been challenged in the average internet speed over the years. In 2017, Asia Pacific region
among the slowest internet connection speed in the Philippines remains highest average
daily time spent using the internet.
Internet connection service is one of the most significant advances in the previous
decade, even if you don’t recognize it. There are 17,850 mobile phone towers in the
Philippines. According to TowerXchange's (2020), since Philippines have fewer towers,
this has an impact on the overall customer experience. The Philippines has 4,090 users
per tower. This explains why the internet download speed in the Philippines is only 22.5
Mbps. This just goes to show that persistent licensing issues in the past, including rights-
of-way for home broadband, have had a major impact on the state of the nation's internet.
As mentioned by NTC commissioner Córdoba (2021), for the Philippines to be on par
with their countries, the government should start spending on ICT infrastructure,
including the implementation of the national broadband plan, which has been long
overdue.
However, every business industry has different ways to satisfy their customer.
Wi-Fi and Mobile data have been in the business for a long run and up until now. Today,
there's an issue concerning which is the better internet connection given that Wi-Fi and
Mobile data have their own difference when it comes to their speed and a lot more.
According to Bozkurt et al., (2017), data can be transmitted through a network at nearly
the speed of light. However, it is much slower. The data demonstrate that latencies is
often more than one, and frequently more than two orders of magnitude bigger than the
speed of light's lower bound. Closing this gap will not only add value to existing internet
apps, but it might also lead to the creation of fascinating new ones. The Internet's
infrastructural inefficiencies have been revealed to be an under- explored subject. Salac,
R & Kim, Y (2016) stated that, in order to answer the concerns about the Philippines'
growing demand for higher bandwidth. The report about internet connection has
thoroughly investigate, the slow of internet connectivity and the exorbitant cost that end-

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xiii
users pay for it. Inefficiency reduces users' willingness to innovate in ways that
contribute to inclusive growth and the creation of an inclusive information society.
In accordance with vulnerable concept, the researchers’ objectives are to identify

the determinants of internet connection satisfaction of chosen Grade 12 ABM students at
Our Lady of Fatima University in Pampanga while using Wi-Fi and Mobile Data internet
connection, which are two of the fastest and better internet connection providers in the
Philippines, in line with the presented concept. With this statement, the study aim is to
differentiate the satisfaction of users of the two-internet service provider in order to
determine which is more satisfying for the customers. The purpose of this research is to
discover if Wi-Fi and Mobile Data have difference and similarities with each other. Also,
the researchers aim is to provide better information and understanding to all students in
OLFU. All the statement that are attached in this study, will be based on a thorough
review of the survey that was answered by our chosen respondents. Lastly, this study
aims to help the company to gain more possible factors of opportunities to improve fast
network connection for their brand and to maintain good satisfaction.
The result of this study will be beneficial to both Wi-Fi and Mobile Data service
data providers. Throughout this study, it will enable Wi-Fi and Mobile Data to improve
their existing customer satisfaction program are lacking and need improvement. Thus,
this can result in an increasing number of loyal customers for both companies. Wi-Fi and
Mobile Data will also be beneficial to other business and companies in a way that this
could also help them improve their customer satisfaction program. On the other hand, if
the company doesn’t have any existing customer satisfaction program, the study can be a
guide for them to create one. The study can also help the two companies know the factors
that contribute to why their costumer is being satisfied. Through this, Wi-Fi and Mobile
Data can retain and continue implementing these factors for the company. The study will
also benefit the Grade 12 ABM students of Our Lady of Fatima, by being knowledgeable
about both companies and will provide them the convenience to choose for their
satisfaction. While for future researchers, the study can aid them with relevant
information that they can use in conducting the study. They can cross-examine or
compare the result of their study for better understanding and analysis.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xiv
Statement of the Problem
This research aims to identify the difference between Wi-Fi and Mobile Data on
customer satisfaction. This study seeks to answer the following questions:
1. How may the respondents’ profile have assessed in terms of:

• Age
• Gender
• Frequency of use
2. How may the respondents assess the customer satisfaction of Wi-Fi in terms of:
• Service Quality
• Promotion
• Price
• Speed
3. How may the respondents assess the customer satisfaction of Mobile Data in
terms of:
• Service Quality
• Promotion
• Price
• Speed
4. Is there a significant difference between Wi-Fi and Mobile Data in terms of
customer satisfaction?
5. Based on the results, what suggestion could be made?
Hypothesis
Ho: There is no significant difference between Wi-Fi and Mobile Data in terms of
customer satisfaction.
Ha: There is significant difference between Wi-Fi and Mobile Data in terms of customer
satisfaction.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xv
Significance of the Study
This study is significant with new discoveries and information that can gave
benefits to the following:
 To the Students. This research can benefit the students by means of getting
information on what kind of Wi-Fi connection or Mobile Data connection is worth
purchasing and can satisfy the customers.
 To the Customers. This research can benefit the customers by means of having
knowledge on which telecommunication industry they can rely on. What kind of
internet connection and mobile network they will purchase that can satisfy them?
 To the Telecommunication Industry. This research can benefit the
Telecommunication Industry by means of having new ideas on how they can improve
their connections to satisfy their customers.
 To the Future Researchers. This research can benefit the future researchers by
means of having knowledge on the satisfaction of Wi-Fi connection and Mobile Data
connection so that the future researchers will have an idea on how they will do their
research more effective and efficient.
Scope and Delimitation
Due to the current situation, which is covid-19 pandemic. The researchers

conducted the study through different social media platforms to avoid any physical
contact. Survey questionnaire will be distributed by the utilization of Google forms by
sending via e-mail or private messages to gather data from the thirty students of ABM
Senior High School Students in OLFU Pampanga which will be the respondents in the
study that was convenient for the researchers who are also studying at the said
University. This research will focus on the satisfaction of the respondents in the
performance of Wi-Fi and Mobile Data.
Definition of Terms
For a clearer understanding, the following terms will be defined properly based on
how they used in this study.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xvi
 Customer Satisfaction - A larger brand portfolios offer a strategy solution for the
general market share-satisfaction trade-off. Often used to assess marketing
performance (Rego, L & Morgan, N & Fornell, C, 2013).
 Mobile Phone - Lane (2010), defines that a mobile phone is a programmable and
come with a growing set of cheap powerful embedded sensors, such as an
accelerometer, digital compass, gyroscope, GPS, microphone, and camera, which
are enabling the emergence of personal, group, and community scale sensing
applications.
 Internet - As stated by Curran, Fenton & Freedman (2016), internet is a global
network providing a lot of information and communication about economic,
political and social life of contemporary societies. Internet’s potential will be
realized in essentially positive and transformative ways.
 Customer Experience - Lemon & Verhoef (2016), stated that defining and
improving customer experience is a growing priority for market research,
experience is replacing quality as the competitive battleground for marketing.
 Service Quality - Schembri & Sandberg (2011), defines that a service quality is
conceptualized as a fixed set of static service dimensions such as reliability and
responsiveness that reflect consumer expectations and/ or perceptions.
 Promotion - An act that can easily overwhelm the need for evidence to inform
that action supports or provides active encouragement for the furtherance of a
cause, venture, or aim (Marshall, Pronovost & Woods, 2013).
 Price - Gopinath (2015), stated that price is the amount of money needed its
either lower or expensive that can be needed to pay for something.
 Speed - According to Duclos, Criado & Nguyen (2017), speed is a motion or rate
at which something or someone to move or operate at difference scale.
Acronyms
 Mbps - Megabits per second

 PLDT - Philippines Long Distance Telephone
 Wi-Fi - Wireless Fidelity
 OLFU - Our Lady of Fatima University

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION
xvii
 ABM - Accountancy, Business and Management

 NTC - National Telecommunication Commission
 ICT - Information Communication Technology
 SERVQUAL - Service Quality
 CSI - Customer Satisfaction Index
 ACSI - American Customer Satisfaction Index
 LTE - Long Term Evolution
 ASEAN - Association of Southeast Asian Nations
 USD - United States Dollar
 HTL - Hospitality, Tourism and Leisure
 SEM - Search Engine Marketing

xviii
CHAPTER II
REVIEW OF RELATED LITERATURE
Conceptual Framework
This study is anchored from the understanding the customer satisfaction towards
from they're internet connection. The empirical examination supports the validity of this
integrated framework. This model is expected to provide useful implications for the
customers. Simsim (2011) indicated that, internet is becoming an integral part of the daily
life for many people and it is spreading quickly. Users' preferences for internet access
hours, communication system use for the connection, and technical aspects of the internet
connection are studied among different social categories. Young users were found to use
the internet more frequently for chatting and entertainment than old users. It was
discovered that improving the speed and quality of the internet connection was more
significant than lowering the price of the service. Whereas, satellite system was the most
popular alternative communication technology, but its relatively high cost prevented it
from reaching a wider audience. Thus, internet gives information on the current state of
internet usage, as well as a foundation for businesses and government agencies to
consider in future development and policy formulation. Hanaysha (2017) stated that,
customer satisfaction is one of the major topics that received large attentions from several
scholars and practitioners. Satisfied customers tend to be the driving force for brand
success and building sustainable competitive. Elements affecting customer satisfaction is
of worth importance in order to know the reasons or the factors which are responsible to
create satisfaction among customers for a particular brand. When a brand meets the
requirements and desires of customers, customer satisfaction is established. Although all
of the elements played a role in explaining customer satisfaction, but price had the most
influence (Hanif, Hafeez & Riaz 2010).
Zameer et al. (2015) stated that, customer satisfaction and service quality have a
significant impact on the customer's perceived value. The impact of service quality,
customer satisfaction, and corporate image on customer perceived value provides insight

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xix
into how the services sector, particularly banks, can improve consumer perceived value
through improving service quality and customer satisfaction.
Internet has grown in popularity as a tool for lifestyle promoting interventions.

However, the actual reach of internet- delivered therapies appears to be lower than
anticipated, and intervention attrition is high in general (Brouwer et al., 2011). Research
by Familmaleki, Aghighi & Hamidi (2015), the effects of sales promotions on buyer
decision-making processes and the effectiveness of customer buying behaviors are linked
to increased consumer purchases and, subsequently, improved profit for the company.
To make sure that customers will remain loyal, companies are working to achieve
high customer satisfaction through improved service quality and better price. The study
of Malik, Ghafoor & Iqbal (2012), are favorable and will help the telecom service
providers to shape their products and pricing policies in such a way that they could
maximize customer satisfaction and maintain their customers in order to achieve higher
market share.
One of the popular services offered to provide speedier services to online users is
used. Customer happiness is a crucial aspect in gaining and maintaining a competitive
edge. Service quality and speed are two aspects that might have an impact on client
satisfaction (Ling et al., 2016).
Independent Variable
Dependent Variable
Service Quality Customer Satisfaction
Promotion
Price
Figure 1: Paradigm of the study
Speed
The framework for the study is depicted in Figure 1. The
service quality, promotion, price, and speed are all independent variables that influence
the dependent variable, customer satisfaction.
Foreign Literature
Jajaee (2012), stated that high quality service in the insurance industry has
become an important concern. Companies can gain loyal customers by providing high-

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xx
quality service and ensuring customer satisfaction. These customers are more likely to
use the service again or recommend it to others. In addition, service quality and customer
satisfaction guarantee profitability for the insurance companies and industry. Therefore,
the SERVQUAL Scale was used to assess the quality of service and customer
satisfaction.
In the service industry, service quality has become one of the most significant
determining variables. Considering various needs and requirements of the customer for
their satisfaction, like any other service provider life insurers always trying to provide
quality of services to their customers in order to satisfy them (Panwar, Kumar & Ray
2016).
As suggested by Caldwell (2012), psychology is one of the main influences on

successful pricing, for some products and services. It indicates how customers perceive
various price points, if it is better to negotiate down from a high starting price, whether
people are willing to pay more for a monthly contract, and how to encourage customers
to pay for the value they are receiving.
Konig et al. (2011), indicated that dissatisfaction with the speed of the internet is
measured by customer satisfaction index (CSI) or the customer satisfaction barometers.
ACSI was used as a foundation for one of the study's main streams. One of the criteria for
firm services and service production is the 21ACSI. The decrease of the customer
satisfaction leads to a massive damage. To improve company services and service, the
ACSI creates a standard index for consumer satisfaction.
As mentioned by Parsons (2017), data travels over the internet at an incredible

speed, but the speed varies. Some internet services are more responsive than others. The
volume of traffic flowing over the connection has an impact on speed. When there is a lot
of traffic, it slows down. Slowdowns can also be caused by broken routers or by hackers
launching denial-of-service assaults that overwhelm server capacity.
Local Literature
Mok, Sparks & Kadampully (2013), analyzed that despite a decade of continuous
emphasis on "service quality," there is still a lack of holistic understanding of what

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xxi
quality is and how it can be cultivated and controlled. The need for a holistic,
multidisciplinary, and interdisciplinary approach to service quality has become critical in
the hospitality industry. Managing service quality has never been more important. HTL
organizations' ultimate goal of keeping a loyal customer base has become obvious in the
scheme of business processes.
According to Praeg (2010), service providers must implement quality

management systems. In view of the numerous aspects of service quality, it's impossible
to attain 'whole' service quality by just maximizing it on an individual level or by looking
at individual dimensions. In all internal and external customer relationships, service
quality refers to a constant quality orientation in service procedures.
When considering the demand for ultra-high-speed bandwidth is mostly limited to

big urban areas where LTE capacity deployment is already underway, constraints in
providing additional spectrum aren't seen as a serious hindrance. While still lagging
behind other countries in the region, the Philippines' internet speeds have been steadily
improving in recent years (Oxford Business Group, 2015).
According to Oxford Business Group (2016), one issue on which everyone in the
sector agrees that internet connection in the country is not fast enough to support the
industry's expansion. As of May 2015, the country's connectivity ranked 21st among 22
Asian countries and 176th overall out of 202 countries. Recognizing that bad internet
connectivity may be deterrent to investors’ confidence in the industry.
Internet rapidly became a primary main business distribution channel. People use
the internet for a variety of transactions. Just like in other countries, in the Philippines,
start-up and existing businesses use the internet as a marketplace for their products and
services. As a result, it focuses on how customers are satisfied or dissatisfied with online
transactions based on important dimensions of service quality in online commerce,
reasons based on gender differences in customer satisfaction, and demographic profile of
respondents (Mamaril, 2012).
Foreign Studies

xxii
The direct and indirect impacts of standardization and customization on customer

satisfaction through service quality (Kasiria et al., 2017). As stated by them, service
quality has two dimensions this are technical quality and functional quality. a service
quality model that includes service quality antecedents. Improved service quality
necessitates the blending of standardization and personalization of service offerings.
When compared to customization, standardization has a greater impact on service quality,
and functional quality has a greater impact on customer satisfaction than technical
quality.
According to Ghezelbash (2015), the impact of price promotions on evaluating

customer quality and repeat buy incentives provides findings that show price promotions
have an impact on product quality, service quality, satisfaction, and repeat purchase
incentives. Customer satisfaction is greatly influenced by product and service quality, and
customer satisfaction has a substantial impact on repeat purchase incentives.
Price fairness and price satisfaction is one the most important fields in pricing and
also in customer satisfaction Nazari, Hosseini & Kalejahi (2014). Suggested that, a
dimensions of price fairness, price satisfaction and customer satisfaction is extracted from
marketing. Customer satisfaction has a direct impact on price satisfaction, and customer
loyalty has a direct impact on price satisfaction. It means that price fairness is an
important component of price satisfaction and customer satisfaction. It's a good idea to
find out how customers feel about price fairness.
Competitive service of speed, convenience, environmental concerns and comfort.

Kuo & Tang (2013) mentioned that a high speed has not only influenced but also played
an important role. Satisfaction had a direct impact on behavior, but service quality and
corporate image played indirect roles. Furthermore, the effect of satisfaction is influenced
by the quality of service provided. This shows that the accessibility of the environment
has an impact on not only the effectiveness and efficiency of service quality, but also the
corporate image.
As indicated by Rian, Saidani & Febrilia (2017), customer satisfaction in Wi-Fi

internet is influenced by service quality, while customer satisfaction in Wi-Fi internet is

xxiii
influenced by price. WiFi's service quality and price are both valid and capable of
meeting consumer expectations. Customers who use Wi-Fi have a high level of
satisfaction as well. It may be concluded that customer satisfaction is positively
influenced by service quality, and customer satisfaction is positively influenced by
pricing.
Local Studies
Service quality plays an important role in the success of every organization and
more importantly, in terms of customer satisfaction. Perception and assessment of service
quality given play a crucial role in defining people's quality of life, especially in
developing countries like the Philippines. Furthermore, when it comes to service quality,
moderately satisfied in terms of customer interaction, moderately satisfied in terms of
tangible service equipment, slightly satisfied in terms of operating management support,
very satisfied in terms of service accessibility, and very satisfied in terms of providing
accurate information are all very important (Tindowen, 2018).
As studied by Soriano & Lim (2016), advertisements are one of the most
prominent outputs of the culture industries, and they symbolize and promote mobile
adoption in society. It explores how aspirational marketing strategies define social reality
through a ritualized system of symbolic production to encourage the ritual of mobile
communication and consumption. It focuses on mobile technology specifically because
of its rapid growth in the Global South, as evidenced by its emergence as a primary mode
of telecommunication.
It is important to understand the decision among Filipinos. Products/services,

pricing, consumer, and technology aspects were found to have a substantial impact on
consumer decision-making, which also affect customer satisfaction. Surprisingly,
operational performance did not show to be a strong predictor of decisions and customer
satisfaction. The study's SEM could be useful to e-commerce platforms and businesses,
allowing them to gain a better knowledge of the factors that influence consumer
satisfaction (Prasetyo & Dela Fuente, 2020).

xxiv
Jopson & Caliso (2016), analyzed that in the advent of broadband technology, the
telecommunications sector now plays a larger role in economic development. Despite the
need for cheaper, faster, and more reliable internet access, the Philippines currently trails
its ASEAN neighbors with an average broadband speed of 3.5 Megabits per second
(Mbps) and a relatively high subscription price of USD 24 per Mbps. Despite the poor
quality of service offered by incumbent operators, the sector remains one of the most
profitable in the country, which proponents attribute to a lack of players in the market,
raising concerns about consumer welfare.
One way to improve customer satisfaction is to improve service quality.

Reliability, assurance, and empathy have a strong relationship in accumulating the
customer's existing needs. The quality of services must serve as eye opener to improve
the already excellent services and must not be a complacent (Chui C.L, Chui J.L &
Matsuimitrchai, 2016).

xxv
CHAPTER III
RESEARCH METHODOLOGY
In this part of the study, the researchers discussed the research design; research
instrument; population and sampling; ethical consideration; data collection and data
analysis in orderly manner.
Research Design
This research paper used quantitative research design. Quantitative research

gathers a range of numeric data. The collection of quantitative information allows
researchers to conduct simple to extremely sophisticated statistical analyses that
aggregate the data. Quantitative research includes methodologies such as questionnaires,
structured observations or experiments and stands in contrast to qualitative research
(Ahmad, 2019). The researchers used quantitative research design because this is suitable
for the study as it is about the numeric data.
In particular, quantitative research that was used were a combination of

descriptive and comparative study. Descriptive study is a quantitative research method
that attempts to collect quantifiable information for statistical analysis of the population
sample. It is a popular market research tool that allows us to collect and describe the
demographic segment’s nature (Bhat, 2020). The researchers used descriptive study
because this can help the researchers to explore and analyze different variables. Bukhari
(2011) stated that comparative studies are the studies that demonstrate ability to examine,
compare and contrast subjects or ideas. Comparative study shows how two subjects are
similar or shows how two subjects are different. The researchers used comparative study
because they were comparing the customer satisfaction for Wi-Fi and Mobile Data
connection.

xxvi
Research instruments
In this study, the researchers used survey questionnaire that be formulated though
Google Forms to gather the data that the respondents have shared. Survey questionnaire
become a vital instrument by which method of collecting information, often referred to as
target respondents (Rani, 2012). The respondents of this study are the Grade 12 ABM
Students of Our Lady of Fatima University. The researchers need thirty willing
respondents on this study. The questionnaires were formulated from the supported
research literature and research studies from books and internet. The formulated
questionnaires will consist of determining how the indicators affects the satisfaction of
the respondents on Wi-Fi connection and Mobile Data connection and the respondents
answer will be used to back up the claims in this study. The researchers used 4-point
Likert scale to explain the data and the scale ranges from strongly agree to strongly
disagree. Professional such as research adviser double - checked the paper to ensure the
validity of the study.
Ethical Considerations
In this part of the study, the respondent identities and responses were kept
privately and would remain anonymous. The respondents' information were kept
confidential and were only used for research and study purposes.
According to Belmont (2018), the right to privacy also falls under the Belmont
Report’s principle of justice. Researchers must keep any shared information in their
strictest confidence. Upholding the right to privacy often involves procedures for
anonymity or confidentiality. For respondents’ data to be completely anonymous, the
researchers cannot have the ability to connect the participant to their data.
In addition, according to Saunders, M., Lewis, P. & Thornhill, A. (2012),

respondents should participate on the basis of informed consent. The principle of
informed consent involves researchers providing sufficient information and assurances
about taking part to allow individuals to understand the implications of participation and
to reach a fully informed, considered and freely given decision about whether or not to do
so, without the exercise of any pressure or coercion. The researchers will give the

xxvii
respondents a consent form to affirm their willingness to participate in the research on a

voluntary basis. All the questionnaires answered will not be kept in any record, therefore,
the responses will remain confidential only to be used by the researchers for the sole
purpose of this reason only. Participation in this study is entirely voluntary. In
considering privacy related to the conduct of research, several factors must be addressed.
The sensitivity of the data in the view of the individual or group being studied must be
considered. For example, certain types of information may be viewed as sensitive under
any circumstances. This is to ensure that the information acquired from them was kept in
complete confidentially, allowing them to be more open on answering all questions. The
researchers provided an informed consent form regarding the aim of the study each
respondent approached individually. Respondents must be willing and aware to be part of
the study before collecting the information and data.
Population and Sampling
In this part of research, the respondents were picked from Grade 12 ABM
students of Our Lady of Fatima University. The researchers had chosen quota sampling
and snowball sampling. This sampling was used to get the accurate respondents, which
were 30 willing respondents from Grade 12 ABM students.
As stated by Aprameya (2016), Quota sampling is a non- probabilistic method

where the researchers will divide the survey population into a mutually exclusive
subgroup. These subgroups are selected by the researchers or interviewer who is
conducting the research. The researchers used this sampling to gather and collect data
from the specific number of respondents. Snowball sampling is also known as non-
probability sampling. This sampling is being used to find the hidden population and it
also relies on referral (Johnson, 2014). The researchers used this sampling to found and
discover a characteristic about a population and to filter out those people who were most
likely to have caused the situation.
Data Collection
This section of the study went into the procedures that the adversary was used to obtain
data from the respondents.

xxviii
Ask permission to the respondents if they are willing to be

Step 1 part of the study.
Step 2
Explain the purpose of the study.
Distribute the questionnaires to the respondents by the use of a Google forms via
Step 3 e-messenger or a private message.
Step 4
Follow up and retrieve the answer questionnaires.
Check the answered questionnaires and make sure to double check i they
Step 5 answered everything.
Step 6
Thank the respondents for their participation in the study.
Figure 2: Data Collection Process
Data Analysis
Prior to all statistical analysis, there were several data preparation steps taken. The
data analysis was taken up with the researchers carefully reading the transcribed data line
by line. The data obtained was divided into analytical and mathematical unit. For each of
the four indicators; service quality, promotion, price and speed, the researchers
implement the mean rating to characterize and defines them as close-ended survey
questionnaires used to represent the respondent feedbacks in a comparative form on the
specific features given. T-test was also used to compare one sample mean on a measure
with another sample mean on the same measure. The outcome of the t-test was used to
draw inferences about how different the samples are from each other (Jankowski &
Flannelly 2018). This was used to determine the significant difference in customer
satisfaction between Wi-Fi and Mobile Data.
Table 1 showed the detail when analyzing a data. Mean rating scale was used
which was 1-4 that corresponds to 4 for the highest and that was strongly agree, 3 for
agree, 2 for disagree and 1 will be the lowest which was strongly disagree.

xxix
CHAPTER IV
RESULTS AND DISCUSSION
In this chapter, the researcher discussed the statistical result of the study. Tables,
pie charts, and charts of demographic profiles or data of the respondents were included in
this chapter to show the summary of the data gathered from the respondents. The Mean
Rating Scale and the T-test were the statistical methods that were used in the study and
were discussed.
Figure 3 below shows the pie graph presenting the percentage of the gender of the
ABM students who use Wi-Fi and Mobile Data. The graphical result below shows that
out of 30 respondents, 23 or 76.7% are females, while 7 or 23.3% are males.

xxx
Gender
Female
Male
Figure 3: Gender of the Respondents
Figure 4 below shows the age of the respondents who use Wi-Fi and Mobile Data.
The graphical representation below showed that out of 30 respondents, 19 or 63.3% were
17 years old which were the majority of the respondents, 8 or 26.7% were 18 years old, 1
or 3.3% was 16 years old, 1 or 3.33% was 19 years old and 1 or 3.33% was 20 years old.
Age
17
18
16
19
20
Figure 4: Age of the Thirty Respondents

xxxi
I. Frequency of Use
In table 2, the question "How often do you use Wi-Fi or Mobile Data?", showed
that Wi-Fi got a mean rating of 3.83, which corresponded to "Often" in descriptive rating,
while Mobile Data got a mean rating of 2.6, and was rated as "Sometimes".
Table 2
Mean Rating of Frequency of Use
Description Wi-Fi Mobile Data

MR DR MR DR
Frequency1: How often do 3.83 Often 2.6 Sometimes
you use Wi-Fi or Mobile
Data?
II. Mean Rating Table of all the Indicators Under Customer Satisfaction
2.1 Service Quality
The Wi-Fi and Mobile Data mean rating result in service quality was in table 3
below. In SQ1 with a statement, “I like how responsible its service employees are in
solving my concerns.” Wi-Fi got the highest mean rating, which was 3, and that was
equivalent to, “Agree” while Mobile Data got a mean rating of 2.73, which was equal to
“Agree” In the SQ2 question, “I appreciate how the employees of its service show respect
and listen when asking me about my concerns.” the Wi-Fi got the highest mean rating,
which is 3.2, and that is also equivalent to, “Agree” while Mobile Data got a mean rating
of 2.87, equal to “Agree” In SQ3, which stated, “I like how its management company
treat me as a regular customer.” the Wi-Fi got the highest mean rating of 3.23, equal to
“Agree” while Mobile Data got 2.77, and that was also equivalent to, “Agree” Lastly, in
SQ4, with a statement, “It provides a clear instructions or steps when giving a solution to
the problems I encounter while using the network.” the Wi-Fi got the highest mean rating
of 3.23, equal to “Agree” while Mobile Data only got 2.87, and that was also equivalent

xxxii
to, “Agree” The Wi-Fi got the highest total average mean rating score of 3.17 which was
equal to “Agree” while Mobile Data got 2.81, which is also equivalent to “Agree” Based
on the result, it was proven in terms of service quality that Wi-Fi gains more satisfied
customers than Mobile Data. According to Xu, Wu & Jing (2017), the perceived service
quality and the evaluation criterion of customer satisfaction play an important role in
customer expectation, customer expectation is a fundamental construct that has received
more attention in service marketing, and it has a significant impact on customer
satisfaction and perceived service quality.
Table 3
Mean Rating of Service Quality

MR DR MR DR
SQ1: I like how responsible 3 A 2.73 A
its service employees are in
solving my concerns.
SQ2: I appreciate how the 3.2 A 2.87 A
employees of its service show
respect and listen when
asking me about my concerns.
SQ3: I like how its 3.23 A 2.77 A
management company treat
me as a regular customer.
SQ4: It provides a clear 3.23 A 2.87 A
instructions or steps when
giving a solution to the
problems I encounter while
using the network.
Service Quality Average 3.17 A 2.81 A

xxxiii
2.2 Promotion
In table 4 below, the P1 question, which was “I really like how its service
providers offered a lot of discounts, promos and sales when it’s their company
anniversary.” Mobile Data got the highest mean rating, which was 3.33, and that was
equivalent to, “Strongly Agree” while Wi-Fi got a mean rating of 3.07, which was equal
to “Agree” In the P2 question, “I like how its service form a budget-friendly prepaid Wi-
Fi for those who have tight budget.” the Mobile Data got the highest mean rating, which
was 3.33, and that was also equivalent to “Strongly Agree” while Wi-Fi got a mean rating
of 3.3, equal to “Strongly Agree” In P3, which stated, “I appreciate employees who visit
our house to offer promos for it.” the Wi-Fi got the highest mean rating of 2.97, equal to
“Agree” while Mobile Data got 2.67, and that was also equivalent to, “Agree” Lastly, in
P4, with a statement, “I like the way how it gives promos for new customer.” the Mobile
Data got the highest mean rating of 3.53, equal to “Strongly Agree” while Wi-Fi got 3.37,
and that was also equivalent to, “Strongly Agree” The Mobile Data got the highest total
average mean rating score of 3.22 which was equal to “Agree” while Wi-Fi got 3.18,
which was equivalent to “Agree” Based on the result, it was proven in terms of
promotion that Mobile Data gains more satisfied customers than Wi-Fi. As stated by
Ghezelbash (2017), promotion on evaluating the quality of customer and repeating
purchase incentives has a big impact in satisfaction of customer. As stated on the analysis
of data, in the corporate world, price promotions have an impact on product quality,
service quality, satisfaction, and repeat purchase incentives.
Table 4
Mean Rating of Promotion

MR DR MR DR

xxxiv
P1: I really like how its service 3.07 A 3.33 SA

providers offers a lot of
discounts, promos and sales
when it’s their company
anniversary.
P2: I like how its service form 3.3 SA 3.33 SA
a budget-friendly prepaid Wi-
Fi for those who have tight
budget.
P3: I appreciate employees 2.97 A 2.67 A
who visit our house to offer
promos for it.
P4: I like the way how it gives 3.37 SA 3.53 SA
promos for new customer.
Promotion Average 3.18 A 3.22 A
2.3 Price
In the PE1 “I find the promos of it much more cost-efficient.” Wi-Fi got the
highest mean rating, which was 3.4, and that was equivalent to, “Strongly Agree” while
Mobile Data got a mean rating of 3.13, which is equal to “Agree” In the PE2 question, “I
find that it is much affordable.” the Wi-Fi got the highest mean rating, which was 3.6,
and that was equivalent to, “Strongly Agree” while Mobile Data got a mean rating of 2.9,
which was equal to “Agree” In PE3, which stated, “I like how the price of it service is not
overpriced, the price is such a good deal for its service.” the Wi-Fi got the highest mean
rating of 3.47, equal to “Strongly Agree” while Mobile Data got 3.13, and that was
equivalent to, “Agree” Lastly, in PE4, with a statement, “I find that its pricing
information is very clear and understandable.” the Wi-Fi got the highest mean rating of
3.47, equal to “Strongly Agree” while Mobile Data only got 3.2, and that was also
equivalent to, “Agree” The Wi-Fi got the highest total average mean rating score of 3.48

xxxv
which is equal to “Strongly Agree” while Mobile Data got 3.09, which was equivalent to
“Agree” Based on the result, it was proven in terms of promotion that Wi-Fi gains more
satisfied customers than Mobile Data. Jakpar et al., (2012), stated that the effect of low
pricing product with the product quality plays the same result of low-price products
produces low quality product and vice- versa. Customer satisfaction toward a certain
discounted price level of a product and its quality with extension of product design and
customer requirements are all factors that influence product quality.
Table 5
Mean Rating of Price

MR DR MR DR
PE1: I find the promos of it 3.4 SA 3.13 A
much more cost-efficient.
PE2: I find that it is much 3.6 SA 2.9 A
affordable.
PE3: I like how the price of it 3.47 SA 3.13 A
service is not overpriced, the
price is such a good deal for its
service.
PE4: I find that its pricing 3.47 SA 3.2 A
information is very clear and
understandable.
Price Average 3.48 SA 3.09 A
2.4 Speed
In table 6 below, The S1 “I like how it can sustain a clear and good signal.” Wi-Fi
got the highest mean rating, which was 2.97, and that was equivalent to, “Agree” while
Mobile Data got a mean rating of 2.87, which was equal to “Agree” In the S2 question,

xxxvi
“In attending my online class, it provide a better signal and clear graphics.” the Wi-Fi got
the highest mean rating, which was 3.27, and that was also equivalent to, “Strongly
Agree” while Mobile Data got a mean rating of 2.53, equal to “Agree” In S3, which
stated, “The signal strength of it is consistent in all parts of our house.” the Wi-Fi got the
highest mean rating of 2.9, equal to “Agree” while Mobile Data got 2.57, and that was
equivalent to, “Agree” Lastly, in S4, with a statement, “It provides a good signal in doing
my research.” the Wi-Fi got the highest mean rating of 3.2, equal to “Agree” while
Mobile Data only got 2.73, and that was also equivalent to, “Agree” The Wi-Fi got the
highest total average mean rating score of 3.09 which was equal to “Agree” while Mobile
Data got 2.68, which was also equivalent to “Agree” Based on the result, it was proven in
terms of speed that Wi-Fi gains more satisfied customers than Mobile Data. Good
network connectivity or speed can predict satisfaction, minimum download goodput and
device type predict satisfaction with network availability. Where for network speed, only
download factors predicted satisfaction. Users were discovered to integrate across
multiple measurements and to have a well-known peak- end effect in their ratings. It can
help with modeling efforts in terms of user satisfaction and quality of experience (Finley
et al., 2017).
Table 6
Mean Rating of Speed

MR DR MR DR
S1: I like how it can sustain a 2.97 A 2.87 A
clear and good signal.
S2: In attending my online 3.27 SA 2.53 A

class, it provides a better signal
and clear graphics.
S3: The signal strength of it is 2.9 A 2.57 A
consistent in all parts of our

xxxvii
house.
S4, it provides a good signal in 3.2 A 2.73 A
doing my research.
Speed Average 3.09 A 2.68 A
2.5 Customer Satisfaction
The outcome of the mean rating of the customer satisfaction of Wi-Fi and Mobile
Data consumers was in table 7 below. CS1 stated that “I am likely to be satisfied on it
because they respond on time to take my concern immediately.” with Wi-Fi receiving the
highest mean rating of 2.93, which was equivalent to “Agree” while Mobile Data
received a mean rating of 2.57, which was equal to "Agree." Wi-Fi received a highest
mean rating of 3.3, which was equal to "Strongly Agree," while Mobile Data received a
mean rating of 3.13 which was equal to “Agree” in CS2, which stated, "I like how the
price of it service inform us about their services." In CS3, with the statement “It
prioritizes the satisfaction of the customers by providing a clear instructions or steps
when giving a solution to the problem.” Wi-Fi got the highest mean rating was 3.33 that
was rated as ''Strongly Agree'' while Mobile Data only obtained a mean rating of 3.07 and
that was equal to ''Agree” In CS4, with the statement “I like how it give promotion for
my happiness as their customer.” Wi-Fi obtained the highest mean rating of 3.33 that was
equivalent to “Strongly Agree,” while Mobile Data only got a mean rating of 3.2 and that
was equal to ''Agree” In CS5, which stated, “I am satisfied in promos, discounts and sale
from its anniversary giveaway.” Mobile Data got the highest mean rating of 3.43, and
that was rated as “Strongly Agree” while Wi-Fi got a mean rating of 3.33 and that was
equal to “Strongly Agree” In CS6, that remarked “I have an assurance that it will give me
a good pricing for better experience while using their network.” Wi-Fi got a mean rating
of 3.3, and that was equal to “Strongly Agree” while Mobile Data only got a mean rating
of 3 which was rated as ''Agree” In CS7, with the statement “The amount I spent to
subscribe on its service is worth it.” Wi-Fi gets the highest mean rating which was 3.5,
and that was equivalent to “Strongly Agree” while Mobile Data only obtains a 3-mean

xxxviii
rating, and that was rated as ''Agree” The statement in CS8, which was “I find it very
consistent because of its signal strength, good connection and fastest internet service
provider.” Wi-Fi obtained the highest mean rating of 3.1, and that was equivalent to
'''Agree” while Mobile Data got 2.7 mean rating, and rated as “Agree” In CS9, with the
statement “It network satisfies me on how it sustains a clear and good signal for better
lifetime experience.” Wi-Fi got the highest mean rating of 3.27, and that was equal to
“Strongly Agree” while Mobile Data got a mean rating of 2.8 that rated as “Agree”
Lastly, in CS10, Wi-Fi got the highest mean rating of 3.5, and that was equivalent to
''Strongly Agree” while Mobile Data rated as “Agree” with the mean rating of 2.6, with a
statement “Overall, I am more satisfied on it as my internet service provider.” Wi-Fi
received the highest mean rating of 3.29, and that was equivalent to "Strongly Agree" in
the total average of customer satisfaction, which was higher than Mobile Data mean
rating of 2.95, which was rated as "Agree." Based on the scores in mean rating, it was
proven that Wi-Fi was doing a better job in gaining satisfied customers than Mobile Data.
According to Ramanathan, Subramanian & Parrott (2017), technology evolution can gain
a competitive advantage in customer satisfaction. With unique service operations and
marketing approaches that will improve loyalty by adding value to customers.
Furthermore, the relationship between customer satisfaction and customer spending
behavior is very weak and needs further investigation. This is to understand how retail
networks use social media reviews, as well as unique service operations, to satisfy
customers.
Table 7
Mean Rating of Customer Satisfaction

MR DR MR DR
CS1: I am likely to be satisfied 2.93 A 2.57 A
on it because they respond on
time to take my concern
immediately.

xxxix
CS2: I like how the price of it 3.3 SA 3.13 A

service inform us about their
services.
CS3: It prioritizes the 3.33 SA 3.07 A
satisfaction of the customers by
providing a clear instructions or
steps when giving a solution to
the problem.
CS4: I like how it give 3.33 SA 3.2 A
promotion for my happiness as
their customer.
CS5: I am satisfied in promos, 3.33 SA 3.43 SA
discounts and sale from its
anniversary giveaway.
CS6: I have an assurance that it 3.3 SA 3 A
will give me a good pricing for
better experience while using
their network.
CS7: The amount I spent to 3.5 SA 3 A
subscribe on it services are worth
it.
CS8: I find it very consistent 3.1 A 2.7 A
because of its signal strength,
good connection and fastest
internet service provider.
CS9: Its network satisfies me on 3.27 SA 2.8 A
how it sustains a clear and good
signal for better lifetime
experience.
CS10: Overall, I am more 3.5 SA 2.6 A

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xl
satisfied on it as my internet
service providers.
Customer Satisfaction Average 3.29 SA 2.95 A
2.6 Summary of all the Variables
The outcome of the mean rating of the summary of all the variables was in table 8
below. In the summary of service quality Wi-Fi received a highest mean rating of 3.17,
which was equivalent to "Agree" while Mobile Data received a mean rating of 2.81,
which was equal to "Agree” In the promotion Mobile Data obtained a highest mean
rating of 3.22 and that was equal to ''Agree” while Wi-Fi obtained a mean rating of 3.18
and that was equal to ''Agree” In the price Wi-Fi received a mean rating of 3.48, which
was equal to "Strongly Agree" while Mobile Data only received 3.09, which was equal to
"Agree" In speed, Wi-Fi got the mean rating of 3.08, and that was equal to “Agree” while
Mobile Data got a mean rating of 2.68, and rated as “Strongly Agree” In customer
satisfaction, Wi-Fi got the mean rating of 3.29, and which was equivalent to ''Strongly
Agree” while Mobile Data got the mean rating of 2.95 and was rated as “Agree” Based
on the scores in mean rating, it was proven that Wi-Fi received the highest mean rating of
3.24, and that was equivalent to "Agree" in the total average of summary of all variables,
which was higher than Mobile Data mean rating of 2.95, which was rated as "Agree”.
The researchers already gained an idea about the given outcome. This were very helpful
to the researchers to knew if there a significant difference or no significant difference
between Wi-Fi and Mobile Data in terms of customer satisfaction.
Table 8
Mean Rating of the Summary of all the Variables

MR DR MR DR
Service Quality 3.17 A 2.81 A

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xli
Price 3.18 A 3.22 A
Promotion 3.48 SA 3.09 A
Speed 3.08 A 2.68 A
Customer Satisfaction 3.29 SA 2.95 A
Total Average 3.24 A 2.95 A
III. Difference between Wi-Fi and Mobile Data in Customer Satisfaction.
The P-Value, or computed probability, for customer satisfaction, was

0.031793706, which indicates that it was less than 0.05, as shown in the table. This
suggested that in terms of customer satisfaction, there was a significant difference
between Wi-Fi and Mobile Data as service data providers.
Table 9
T-test of the difference in responses between Wi-Fi and Mobile Data
Variable P-Value Decision Interpretation
Customer 0.031793706 Reject Ho There is a significant

Satisfaction difference
CHAPTER V
CONCLUSION AND RECOMMENDATION
In this part, this section addresses the conclusion that's been made based on the
statistical result. Recommendations will also be indicated that made for the customer
satisfaction of the consumers on Wi-Fi and Mobile Data. This proposal are offers that
might be a help for the Wi-Fi and Mobile Data service data providers to improve and to
give ideas to their services.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xlii
Conclusion of the study
Ho: There is no significant difference between Wi-Fi and Mobile Data in terms of
customer satisfaction - Rejected
Ha: There is significant difference between Wi-Fi and Mobile Data in terms of customer
satisfaction - Accepted
In this part after interpreting all the result, the researchers discussed the outcome
of the conducted survey. Based on the survey, the researchers came across that Wi-Fi and
Mobile Data had a significant difference in terms of the satisfaction level of the thirty
ABM students of OLFU, Pampanga.
The four indicators of independent variable which were the service quality,
promotion, price and speed that has affected the dependent variable which is the customer
satisfaction.
As presented in the summary outcome of all the variables, the independent

variable which was price on Wi-Fi obtained the highest mean rating which was equal to
3.48 than all of the other indicators. In Mobile Data, promotion get the highest mean
rating which was equivalent to 3.22. In the total average of all dependent and independent
variable, Wi-Fi got the highest mean rating. This guided the researcher to came up with
the conclusion that the price of a service provider has a great impact to the satisfaction of
the customers that why price had the highest mean rating in all indicators and the reason
why Wi-Fi overall obtained the higher rating in terms of all the variables. According to
Hanif, Hafeez & Riaz (2010), good pricing is one way to ensure and secure that a
customer is satisfied. After experiencing the service, customer satisfaction is established
a good relationship and business success was built.
However, based on the T-test, it resulted to the P- value that was 0.031793706
which means that there was a significant difference between Wi-Fi and Mobile Data in
terms of customer satisfaction. Wi-Fi got the highest mean rating on service quality,
promotion, speed and customer satisfaction that resulted to had a total average of 3.24
which mean “agree". While Mobile data got a highest mean rating on price only and
Mobile data got a total average of 2.95 which also mean “agree”. This conclude that Wi-

xliii
Fi got a higher total average and mean rating than Mobile data. In this case, the first
hypothesis (Ho) which aims to find out if there was no significant difference between Wi-
Fi and Mobile Data in terms of customer satisfaction was rejected that correspond to the
result of P-value that was greater than 0.5, while the second hypothesis (Ha) which aimed
to found out if there was a significant difference between Wi-Fi and Mobile Data in terms
of customer satisfaction was accepted.
Recommendations
Based on the outcomes on the survey, the researcher gathered enough information
to conclude what does Mobile Data should do to match or surpass the satisfaction level of
the customer of Wi-Fi, for Wi-Fi the researcher had also enough data to recommend what
does Wi-Fi should maintain for the satisfactory level of their customer increase.
To begin with, Mobile Data weakness is its network connection because out of all
the indicator the speed got the lowest mean rating not only under Mobile Data but it is
still the lowest mean rating together with the Wi-Fi indicator, however the weakness of
Globe or the indicator with lowest mean rating is also speed. In this case the researchers
recommend for the two-network provider to further develop its network connection not
only in the speed of data signal but also the connection of it to the other network.
According to Khan & Ashfeen (2012), it will really lead to dissatisfaction if a network
can’t provide a well quality coverage because their mobile phone can’t function well
especially as a tool for communication with a weak and poor network coverage signal.
The researcher hope that Mobile Data would sustain its convenient billing and
pricing because based on the survey outcomes the customer was highly satisfied by the
worth it products and services provided by it since it gets the highest mean rating that
Mobile Data which means that Wi-Fi customers were also highly satisfied. One of the
major factors in the purchasing behavior or retaining of customer is the price because it
plays a vital role whether a consumer will switch to other service data providers. In
additions price has an impact when it is worth it to a positive consumer buying decision
(Qalati et al., 2019).

xliv
In customer satisfaction which is the dependent variable, Wi-Fi obtains a higher

mean rating than Mobile Data, but due to the independent variable that can affect the
dependent variable, where in Wi-Fi gets all the higher mean rating into all independent
variable and it was resulted that Wi-Fi gets a higher mean rating in the total average in all
the variables. So, the researchers recommend that Mobile Data should focus or pay an
attention to all the factors that can affect the satisfaction of their customer for them to
have a good image. As stated by Biesok & Wyród-Wróbel (2011), a non-stop satisfying
customer is one of the important factors to the continuous success if a business and a
business should focus on things that are valuable to the customer that makes them
satisfied.
The researchers suggest and recommend the following practices for further
improvement and to develop the said dimensions:
1. Based on the given result the two service data providers have poor network
connection speed, the researcher recommendation is that they should build more
cell site tower signals on a lot of places, even in remote rural areas for a better
network connection everywhere and anytime.
2. Mobile Data should improve their customer services, service quality and on how
they treat their customer to build a good relationship.
3. Wi-Fi needed to enhance and improve more its customer satisfaction especially the
service quality.
4. To the telecommunication industry, as the study result that customer satisfaction is
important to sustain a customer, they should improve and enhance a quality and
worth it services for all the customers and it's also for the sake of the business to
gain more profit.
5. To the future researchers, this may help for further information they will need
especially if they want to expand this type of research or make a study about
telecommunication industries to have a strong basis about how internet affect
everyone satisfaction.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION xlv
References
Babbie (2010). Research guides. Retrieved from

https://libguides.usc.edu/writingguide/quantitative on December 14, 2021.
Biesok G. & Wyród-Wróbel J. (2011). Customer Satisfaction — Meaning And Methods Of

Measuring. Retrieved from https://www.researchgate. net/publication/ 318 0 1
335_Customer_satisfaction_-_Meaning_and_methods_of_ measuring on December 1,
2020

xlvi
Bozkurt, I & Aguirre, A & Chandrasekaran, B & Godfrey, P & Laughlin, G & Maggs, B &
Singla, A (2017). Why is the Internet so Slow?!. Retrieved from
https://link.springer.com/chapter/10.1007/978-3-319-54328-4_13 on February 17, 2017.
Brouwer W, Kroeze W, Crutzen R, de Nooijer J, de Vries NK, Brug J, Oenema A (2011). Which
Intervention Characteristics are Related to More Exposure to Internet-Delivered Healthy
Lifestyle Promotion Interventions? A Systematic Review. Retrieved from
https://www.jmir.org/2011/1/e2on January 6, 2011.
Bryman & Bell (2007). Ethical Considerations. Retrieved from https://research-

methodology.net/research-methodology/ethical-considerations/ in 2012
Caldwell, L (2012). The Psychology of Price: How to use price to increase demand, profit and
customer satisfaction. Retrieved from https://books.google.com.ph/books?
id=4PbkDwAAQBAJ&printsec=frontcover&dq=price+satisfaction&hl=en&sa=X&redir
_esc=y#v=onepage&q=price%20satisfaction&f=false on November 2, 2012.
Chui, C.L & Chui, J.L & Mansumitrchai, S (2016). Privacy, security, infrastructure and cost
issues in internet banking in the Philippines: initial trust formation. Retrieved
fromhttps://www.inderscience.com/info/inarticle.php?artid=80119 on October 29, 2016.
Cordoba (2021). Slow Internet Connection. Retrieved from

https://www.google.com/amp/s/www.whycebu.com/slow-internet-connection-
philippines/ in 2021.
Curran, J & Fenton, N & Freedman, D (2016). Misunderstanding the Internet. Retrieved from
https://books.google.com.ph/books?
hl=en&lr=&id=4GeFCwAAQBAJ&oi=fnd&pg=PP1&dq=info:dJ0VNO3CQ2wJ:scholar
.google.com/&ots=R8ewBTCbJ1&sig=QkklubtZb4D68-
yzC95Smj0KWEE&redir_esc=y#v=onepage&q&f=false on February 8 2016.
Familmaleki, M & Aghighi, A & Hamidi, K (2015). Analyzing the Influence of Sales Promotion
on Customer Purchasing Behavior. Retrieved from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=promotion+of+customer+satisfaction&oq=#d=gs_qabs&u=
%23p%3D04socoOziTEJin 2015.

xlvii
Gerpott, Torsten J (2018). Relative fixed Internet connection speed experiences as antecedents of
customer satisfaction and loyalty: An empirical analysis of consumers in Germany.
Retrieved from https://web.a.ebscohost.com/abstract?
direct=true&profile=ehost&scope=site&authtype=crawler&jrnl=18420206&AN=134407
597&h=%2bDpFTvkpYu3bSbzPDhbQ8gobvfDgGUUb5a8oZcB%2f
%2b3c18zIsT5k0YsRoE37NZH3sbs4%2bf1EqWzRGyd9lL4Ql3w%3d
%3d&crl=c&resultNs=AdminWebAuth&resultLocal=ErrCrlNotAuth&crhashurl=login.a
spx%3fdirect%3dtrue%26profile%3dehost%26scope%3dsite%26authtype%3dcrawler
%26jrnl%3d18420206%26AN%3d134407597 in December 2018.
Ghezelbash, S (2017). Evaluating the Impact of Promotion Price, Product Quality, Service
Quality, Customer Satisfaction and Repeating Purchase Incentives (Case Study: Amiran
Chain Stores). Retrieved from https://scholar.google.com/scholar?
cluster=13715865263803608430&hl=en&as_sdt=2005&sciodt=0,5#d=gs_qabs&u=
%23p%3Dbi0ipMmKWL4J in 2017,
Globe (2021). More Pinoys Using the Internet; Cost of Mobile Data ‘Cheaper’ in Philippines vs
Thailand. Retrieved from
https://www.globe.com.ph/about-us/newsroom/consumer/more-pinoys-using-internet-
mobile-data-cheaper-ph.html#gref on February 2, 2021.
Group of Oregon State University (2010). Snowball Sampling. Retrieved from

https://research.oregonstate.edu/irb/policies-and-guidance-investigators/guidance/
snowball-sampling on September 14, 2010
Hanaysha, J.R (2017).Impact of Social Media Marketing, Price Promotion, and Corporate Social
Responsibility on Customer Satisfaction. Retrieved from
https://journals.sagepub.com/doi/abs/10.1177/2278682117715359on September 17, 2017.
Hanif, M & Hafeez, S & Riaz, A (2010). Factors Affecting Customer Satisfaction. Retrieved
from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=price+of+customer+satisfaction&oq=price+of+customer+#d=
gs_qabs&u=%23p%3DN9dKaxBp2jEJin 2010.

xlviii
Jajaee, S.M (2012). Service Quality, Customer Satisfaction and Loyalty. Retrieved from
id=yaqOMAEACAAJ&dq=service+quality+and+customer+satisfaction&hl=en&sa=X&r
edir_esc=y on July 25, 2012.
Jakpar, S. & Goh, S. &Johari, Anita & Myint, Khin (2012). Examining the Product Quality
Attributes that influences customer satisfaction most when the price was discounted: A
case study in Kuching Sarawak. Retrieved from
https://espace.curtin.edu.au/handle/20.500.11937/33627 in 2012
Jopson, E.M.M & Caliso, R.A.C (2016). Increasing Competition in the Telecommunications
Sector of the Philippines. Retrieved from https://papers.ssrn.com/sol3/papers.cfm?
abstract_id=2882313 on December 9, 2016.
Finley & E.Boz & K.Kilkki & J.Manner & A.Oulasvirta & H.Hämmäinen (2017). Does network
quality matter? A field study of mobile user satisfaction. Retrieved from
https://www.sciencedirect.com/science/article/abs/pii/S157411921630178X in August
2017.
Kasiria, L.A & Cheng K.T.G &Sambasivanc, M &Md.Sidind, S (2016). Integration of

standardization and customization: Impact on service quality, customer satisfaction, and
loyalty. Retrieved from https://doi.org/10.1016/j.jretconser.2016.11.007 on December 15,
2016.
Khan S. & Ashfeen S. (2012). Determinants of Customer Satisfaction in Telecom Industry A

Study of Telecom industry Peshawar KPK Pakistan: Journal of Basic and Applied
Scientific Research, Vol.2. Retrieved from https://www.textroad. com/pdf/JBASR/J.
%20Basic.%20Appl.%20Sci.%20Res.,%202(12)12833- 12840,%202012.pdf on
December 1, 2020
König, A &Dengel, A &Hinkelmann, K &Kise, K &Howlett, R.J &Jain, L.C (2007).

Knowledge-Based Intelligent Information and Engineering Systems: 11th International

xlix
Conference, KES 2007, Vietri Sul Mare, Italy, September 12-14, 2007, Proceedings, Part
I. Retrieved from https://books.google.com.ph/books?
id=mihkIWDhRo4C&pg=PA277&dq=speed+of+internet+customer+satisfaction&hl=en
&sa=X&ved=2ahUKEwjj-
9bEheHzAhXLE4gKHQFYBRMQ6AF6BAgHEAM#v=onepage&q=speed%20of
%20internet%20customer%20satisfaction&f=false on August 30, 2007.
Kuo, CW & Tang, ML (2013). Relationships among service quality, corporate image, customer
satisfaction, and behavioral intention for the elderly in high speed rail services. Retrieved
from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=speed+of+customer+satisfaction&btnG=#d=gs_qabs&u=
%23p%3DuQkw-VJe6UkJ in 2013.
Lane (2010). A Survey of Mobile Phone Sensing - People-Aware. Retrieved from
https://pac.cs.cornell.edu in 2010.
Lemon, K & Verhoef, P (2016). Understanding Customer Experience Throughout the Customer
Journey. Retrieved from https://journals.sagepub.com/doi/full/10.1509/jm.15.0420on
November 1, 2016.
Ling, G.M &Fern, Y.S &Boon, L.K &Huat, T.S (2016). Understanding customer satisfaction of

internet banking: A case study in Malacca. Retrieved from
https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=speed+of+customer+satisfaction&btnG=#d=gs_qabs&u=
%23p%3D3LPHlM8_IRsJon April 16, 2016.
Malik, M.E & Ghafoor, M.M & Iqbal, H.K (2012).Impact of Brand Image, Service Quality and
price on customer satisfaction in Pakistan Telecommunication sector. Retrieved from
hl=en&as_sdt=0%2C5&q=price+of+customer+satisfaction&btnG=#d=gs_qabs&u=
%23p%3D0aVz3CzhLo0Jin December 2012.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION l
Mamaril, R (2012). The Impact of Selected Factors Influencing Online Consumer Satisfaction in
the Philippines. Retrieved from https://books.google.com.ph/books?
id=CYSnswEACAAJ&dq=internet+satisfaction+in+philippines&hl=en&sa=X&redir_esc
=y in 2012.
McCombes (2019). Descriptive research. Retrieved from

https://www.scribbr.com/methodology/descriptive-research/#:~:text=Descriptive
%20research%20is%20an%20appropriate,when%20and%20where%20it%20happens on
September 3, 2020.
Mok, C & Sparks, B & Kadampully, J (2013). Service Quality Management in Hospitality,
Tourism, and Leisure. Retrieved from https://books.google.com.ph/books?
id=nlEsBgAAQBAJ&printsec=frontcover&dq=Service+quality+in+philippines&hl=en&
sa=X&ved=2ahUKEwjSmuLsheHzAhVOZt4KHTXIChsQ6AF6BAgIEAM#v=onepage
&q&f=false on January 11, 2013.
Nazari, M & Hosseini, M.A.S & Kalejahi, S.V.T (2014).Impact of price fairness on price
satisfaction, customer satisfaction and customer loyalty in iran telecommunication
market. Retrieved from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=price+of+customer+satisfaction&oq=price+of+customer+#d=
gs_qabs&u=%23p%3DWCOcxY3GudQJ in 2014.
Oxford Business Group (2015).The Report: Philippines 2015. Retrieved from
id=wvYCDAAAQBAJ&pg=PA204&dq=philippines+internet+speed+in+philippines&hl
=en&sa=X&ved=2ahUKEwiqvsCHn-
LzAhVFPnAKHbGaCdsQ6AF6BAgLEAM#v=onepage&q=philippines%20internet
%20speed%20in%20philippines&f=false on April 6, 2015.
Oxford Business Group (2016).The Report: Philippines 2016. Retrieved

fromhttps://books.google.com.ph/books?
id=GZ4oDwAAQBAJ&pg=PA197&dq=internet+connectivity+in+philippines&hl=en&s
a=X&ved=2ahUKEwjB-

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION li
d3a5s3zAhULed4KHec_D_cQ6AF6BAgHEAM#v=onepage&q=internet
%20connectivity%20in%20philippines&f=false on April 8, 2016.
Panwar, U.S & Kumar, R & Ray, N (2016). Handbook of Research on Promotional Strategies
and Consumer Influence in the Service Sector. Retrieved from
id=URL4CwAAQBAJ&printsec=frontcover&dq=service+quality+in+internet&hl=en&sa
=X&ved=2ahUKEwjN7t-
MhOHzAhXS62EKHdfnCtoQ6AF6BAgMEAM#v=onepage&q=service%20quality
%20in%20internet&f=false on April 11, 2016.
Parsons, J.J (2017). New Perspectives on Computer Concepts 2018: Introductory, Loose-leaf
Version. Retrieved from https://books.google.com.ph/books?
id=pW0pDwAAQBAJ&pg=PA187&dq=internet+connection+speed&hl=en&sa=X&ved
=2ahUKEwjX3Ii4uszzAhXECYgKHfSLBr4Q6AF6BAgGEAM#v=onepage&q=internet
%20connection%20speed&f=false on May 16, 2017.
Philippine News Agency (2021). PH broadband internet speed improves. Retrieved from
https://www.pna.gov.ph/articles/1134025 on March 18, 2021.
Praeg, C.P (2010). Quality Management for IT Services: Perspectives on Business and Process
Performance. Retrieved from https://books.google.com.ph/books?
id=a5i2n092y4IC&pg=PA40&dq=service+quality+of+internet+in+philippines&hl=en&s
a=X&ved=2ahUKEwiE9t_IhuHzAhXDZt4KHRtMDZwQ6AF6BAgLEAM#v=onepage
&q=service%20quality%20of%20internet%20in%20philippines&f=falseon January 1
2010.
Prasetyo, Y.T & Dela Fuente, DG D. (2020). Determinant Factors Affecting Customer
Satisfaction among Filipinos in Lazada Online Shopping during COVID-19 Pandemic: A
Structural Equation Modeling Approach. Retrieved from
hl=en&as_sdt=0,5&q=Price+of+customer+satisfaction+in+philippines#d=gs_qabs&u=
%23p%3DkH_Jab6gNZMJin 2020.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lii
Qalati S., Li Wen Y., Iqbal S., Hussain R. & Ali S. (2019). Impact of Price on Customer
Satisfaction; mediating role of Consumer Buying Behaviour in Telecom Sector:
International Journal of Research, Vol. 02:Issue04. Retrieved from
https://www.researchgate.net/publication/332835125_Impact_of_Price_on_Custo
mer_Satisfaction_mediating_role_of_Consumer_Buying_Behavior_in_Telecoms _Sector
on December 1, 2020
Ramanathan, U & Subramanian, N & Parrott, G (2017). Role of social media in retail network
operations and marketing to enhance customer satisfaction. Retrieved from
https://www.emerald.com/insight/content/doi/10.1108/IJOPM-03-2015-0153/full/html on
January 3, 2017.
Rego, L & Morgan, N & Fornell, C (2013). Reexamining the Market Share–Customer
Satisfaction Relationship. Retrieved from
https://journals.sagepub.com/doi/abs/10.1509/jm.09.0363 on September 1, 2013.
Rian, M.R.A & Saidani, B & Febrilia, I (2021). The Influence of Service Quality, and Price
Toward Customer Satisfaction at PT. Juragan Wifi Indonesia. Retrieved from
hl=en&as_sdt=0%2C5&q=Wifi+satisfied+customer&oq=Wifi+satisfied+costu#d=gs_qa
bs&u=%23p%3DnNJOpbwfFQsJ in 2021.
Richardson (2018). Characteristics of a Comparative Research Design. Retrieved from
https://classroom.synonym.com/characteristics-comparative-research-design-
8274567.html on June 28, 2018.
Roopa S, Rani MS (2012). Questionnaire Designing for a Survey. Retrieved from

https://journals.sagepub.com/doi/pdf/10.5005/jp-journals-10021-1104 in October-
December 2012

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION liii
Salac, R & Kim, Y (2016).A Study on The Internet Connectivity in The Philippines. Retrieved
from https://www.koreascience.or.kr/article/JAKO201627037745764.page on August 30,
2018.
Schembri, S & Sandberg, J (2011). The experiential meaning of service quality. Retrieved from
https://journals.sagepub.com/doi/abs/10.1177/1470593111403221 on June 30, 2011.
Simsim, M (2011). Internet usage and user preferences in Saudi Arabia. Retrieved from
https://www.sciencedirect.com/science/article/pii/S1018363911000304 in June 2011.
Soriano, CR R. & Lim, S.S (2016). Ritual and Communal Connection in Mobile Phone
Communication. Retrieved from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=Philippines+promotion+connection&oq=Philippines+promoti
on+conne#d=gs_qabs&u=%23p%3DfoUaLFQT5nAJin 2016.
Tindowen, DJ C. (2018). SERVICE QUALITY OF LOCAL MINIBUSES IN NORTHERN
PHILIPPINES. Retrieved from
https://www.ikppress.org/index.php/JOBARI/article/view/4090 on February 28, 2018.
TowerXchange (2021). More Pinoys Using the Internet; Cost of Mobile Data ‘Cheaper’ in
Philippines vs Thailand. Retrieved from
https://www.globe.com.ph/about-us/newsroom/consumer/more-pinoys-using-internet-
mobile-data-cheaper-ph.html#gref on February 2, 2021.
Xu, Wu & Jing (2017). Explore the differences between perceived service quality and customer
satisfaction based on customer expectation of service attributes. Retrieved from
https://www.inderscienceonline.com/doi/abs/10.1504/IJSTM.2017.085476 on July 31,
2017.
Yang, K & Banamah, A (2014). Quota Sampling as an Alternative to Probability Sampling? An

Experimental Study. Retrieved from https://scholar.google.com/scholar?
hl=en&as_sdt=0%2C5&q=citation+about+quota+sampling&oq=cita#d=gs_qabs&u=
%23p%3DB9vOjiKyMlgJ on March 5, 2014.
Zameer, H., Tara, A., Kausar, U. and Mohsin, A. (2015). Impact of service quality, corporate

image and customer satisfaction towards customers’ perceived value in the banking

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION liv
sector in Pakistan. Retrieved from https://doi.org/10.1108/IJBM-01-2014-0015June 1,

2015.
APPENDIX A
Informed Consent Form
Dear Respondents,
Thank you for participating and completing this survey. The information that you
will share to us will be gathered and will be used to determine the customer satisfaction
of Grade 12 ABM Students in Our Lady of Fatima University on Wi-Fi connection and
Mobile Data connection. Your cooperation is an important part on this study process.
Please be advised that the participation in this survey is strictly voluntary, that you are
willing to participate and to share your thoughts about the study. This survey has no
effect on your course grade.
Your individual responses in this survey are confidential and will not be
connected with you as an individual in any reporting in this data.
If you have any questions or inquiry in this survey you may contact Tyron
Meneses (tmmeneses1701pam@student.fatima.edu.ph / 09459983050) or Lea Rica
Pangan (lmpangan1101pam@student.fatima.edu.ph / 09757766334).
Please sign and date below indicating your agreement to participate in this
(survey questionnaire). Thank you.
Name (signature): _______________________ Date: _________________________

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lv
APPENDIX B
Survey Questionnaire for Wi-Fi
Name: ________________________________ Age: ______________
Gender: _____________________
Direction: Check the number that corresponds to your answer (1-Strongly Disagree,
2Disagree, 3-Agree, 4-Strongly Agree). Please answer the following questions honestly.
This will be used as a basis for our study entitled “Wi-Fi vs. Mobile Data: A
Comparative Study on the Customer Satisfaction of Grade 12 ABM Students of Our
Lady of Fatima University”.
Frequency of use Often Sometimes Seldom Never
(4) (3) (2) (1)
How often do you use Wi-Fi?
Service Quality Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lvi
1. I like how responsible Wi-Fi

service employees are in solving
my concerns.
2. I appreciate how the

employees of Wi-Fi service
show respect and listen when
asking me about my concerns.
3. I like how Wi-Fi

management company treat me
as a regular customer.
4. Wi-Fi provides a clear

instructions or steps when
giving a solution to the
problems I encounter while
using the network.
Promotion Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

1. I really like how Wi-Fi
service providers offers a lot of
discounts, promos and sales
when it’s their company
anniversary.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lvii
2. I like how Wi-Fi service

form a budget-friendly prepaid
Wi-Fi for those who have tight
budget.
3. I appreciate employees who

visits our house to offer
promos for Wi-Fi.
4. I like the way how Wi-Fi

give promos for new customer.
Price Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

1. I find the promos of Wi-Fi
much more cost-efficient.
2. I find that Wi-Fi is much

affordable.
3. I like how the price of Wi-Fi

service is not overpriced; the
price is such a good deal for its
service.
4. I find that Wi-Fi pricing
information is very clear and
understandable.

lviii
Speed Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

1. I like how Wi-Fi can sustain
a clear and good signal.
2. In attending my online class,

Wi-Fi provide a better signal
and clear graphics.
3. The signal strength of Wi-Fi

is consistent in all parts of our
house.
4. Wi-Fi provide a good signal

in doing my research.
IN RELATION WITH
CUSTOMER
SATISFACTION
CUSTOMER Strongly Agree Disagree Strongly
SATISFACTION
Agree Disagree
(4) (3) (2) (1)

1. I am likely to be satisfied in
Wi-Fi because they respond on
immediately.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lix
2. I like how the price of Wi-Fi

service inform us about their
services.
3. Wi-Fi prioritize the

satisfaction of the customers by
providing a clear instructions
or steps when giving a solution
to the problem.
4. I like how Wi-Fi give

promotion for my happiness as
their customer.
5. I am satisfied in promos,
discounts and sale from Wi-Fi
6. I have an assurance that Wi-

Fi will give me a good pricing
for better experience while
using their network.
7. The amount I spent to

subscribe on Wi-Fi services is
worth it.
8. I find Wi-Fi very consistent

because of its signal strength,
good connection and fastest

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lx
9. Wi-Fi network satisfies me

on how it sustains a clear and
good signal for better lifetime
experience.
10. Overall, I am more satisfied
on Wi-Fi as my internet service
provider.
Checked and validated by:
Research 2 Adviser/Teacher
Survey Questionnaire for Mobile Data
Name: ________________________________ Age: ______________
Gender: _____________________
Direction: Check the number that corresponds to your answer (1-Strongly Disagree,
2Disagree, 3-Agree, 4-Strongly Agree). Please answer the following questions honestly.
This will be used as a basis for our study entitled “Wi-Fi vs. Mobile Data: A
Comparative Study on the Customer Satisfaction of Grade 12 ABM Students of Our
Lady of Fatima University”.
Frequency of use Often Sometimes Seldom Never
(4) (3) (2) (1)
How often do you use

Mobile Data?
Service Quality Strongly Agree Disagree Strongly

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lxi
Agree Disagree
(4) (3) (2) (1)

1. I like how responsible
Mobile Data service
employees are in
solving my concerns.
2. I appreciate how the

employees of Mobile Data
service show respect and
listen when asking me
about my concerns.
3. I like how Mobile Data

management company
treat me as a regular
customer.
4. Mobile Data provides a

clear instructions or steps
when giving a solution to
the problems I encounter
while using the network.
Promotion Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lxii
1. I really like how Mobile

Data service providers
offers a lot of discounts,
promos and sales when
it’s their company
anniversary.

service form a budget
friendly prepaid data for
those who have tight
budget.
3. I appreciate employees
who visits our house to
offer promos for Mobile
Data.
4. I like the way how

Mobile Data give promos
for new customer.
Price Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

1. I find the promos of
Mobile Data much more
cost-efficient.

lxiii
2. I find that Mobile Data

is much affordable.
3. I like how the price of

Mobile Data service is not
overpriced; the price is
such a good deal for its
service.
4. I find that Mobile Data

pricing information is very
clear and understandable.
Speed Strongly Agree Disagree Strongly
Agree Disagree
(4) (3) (2) (1)

can sustain a clear and
good signal.
2. In attending my online
class, Mobile Data provide
a better signal and clear
graphics.
3. The signal strength of

Mobile Data is consistent
in all parts of our house.

lxiv
4. Mobile Data provide a

good signal in doing my
research.
IN RELATION WITH
CUSTOMER
SATISFACTION
CUSTOMER Strongly Agree Disagree Strongly
SATISFACTION
Agree Disagree
(4) (3) (2) (1)

1. I am likely to be
satisfied in Mobile Data,
because they respond on
immediately.
2. I like how the price of

Mobile Data service
inform us about their
services.
3. Mobile Data prioritize

the satisfaction of the
customers by providing a
clear instructions or steps
when giving a solution to
the problem.

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lxv

give promotion for my
happiness as their
customer.
5. I am satisfied in
promos, discounts and sale
from Mobile Data
6. I have an assurance that

Mobile Data will give me
a good pricing for better
experience while using
their network.
7. The amount I spent to

subscribe on Mobile Data
services is worth it.
8. I find Mobile Data very

consistent because of its
signal strength, good
connection and fastest
9. Mobile Data network

satisfies me on how it
sustains a clear and good
signal for better lifetime
experience.

lxvi
10. Overall, I am more

satisfied on Mobile Data
as my internet service
provider.
Checked and validated by:
Research 2 Adviser/Teacher
APPENDIX C
Statistical Result
Description WIFI MOBILE DATA

MR DR MR DR
Service Quality 3.17 A 2.81 A
Promotion 3.18 A 3.22 A
Price 3.48 SA 3.09 A
Speed 3.08 A 2.68 A
CS 3.29 A 2.95 A
AVERAGE 3.24 A 2.95 A
T-test Result
T Test: Two-Sample Assuming Equal Variances
MOBILE
WIFI DATA
Mean 3.228 2.95
Variance 0.01107 0.04625
Observations 5 5
Pooled Variance 0.02866
Hypothesized Mean Difference 0

lxvii
Df 8
2.59643053
t Stat 1
0.01589685
P(T<=t) one-tail 3
1.85954803
t Critical one-tail 3
0.03179370
P(T<=t) two-tail 6
t Critical two-tail 2.306
Decision: Reject Ho
Occlusion: There is a significant difference between Wi-Fi
and Mobile Data in terms of customer satisfaction
Hence, different independent variables can affect the
satisfaction of customers, which is the dependent variable.
APPENDIX D
Documentation

lxviii
Emillie Rhose Recopuerto Khyla Robrigado

lxix
Jireh Grospe Tyron Meneses

WIFI VS. MOBILE DATA: CUSTOMER SATISFACTION lxx
David Lloyd Noya Matthew Sacdalan

lxxi
Google Form

2ra Group 5 Final Manuscript

Uploaded by

Document Information

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

2ra Group 5 Final Manuscript

Uploaded by

Copyright:

Available Formats

WIFI VS.

MOBILE DATA: A COMPARATIVE STUDY ON CUSTOMER

Miljoy R. Manalo, MBA

Dr. Rommel Joseph G. Lazatin

Program Head, College of Business and Accountancy

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

John Grady Manalo

David Lloyd Noya

Lea Rica Pangan

Emillie Rhose Recopuerto

Ms. Miljoy R. Manalo, MBA

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Certificate of Originality...…………………………………………………………….... iii

Table of Contents…………...……………………………………...….…………….... iv-v

List of Figures…………………………………………………………………………. vii

List of Appendices………………………………………………………………….…. viii

The Problem and Its Background………………………………………………….........1-3

Statement of the Problem………………………………………………………………....4

Hypotheses of the Study………...………………………………………………………...4

Significance of the Study….………………………………………………………...........5

Scope and Delimitation………………………………………….………………………...5

CHAPTER II Review of Related Literature and Studies

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

CHAPTER III Research Methodology

Research Design ……………………………………………………………….………...15

Research Instrument ………………...….……...…………………………………....15-16

Ethical Consideration ………….……………...…………………………………….16-17

Population and Sampling ……………………...….………….…………………………17

CHAPTER IV Results and Discussion

Results and Discussion……………………………………………………………….19-29

CHAPTER V Conclusion and Recommendations

Conclusion of the Study……………………………………………………………...30-31

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Table 1: Mean Rating Scale……………………………………………………………...18

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Figure 1: Paradigm of the study………………………………………………….……...9

Figure 2: Data Collection Process………………………………………………………18

Figure 3: Gender of the Thirty Respondents………………………………………...….19

Figure 4: Age of the Thirty Respondents……………………………………….……...20

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Appendix A: Informed Consent Form………………………………………………….44

Appendix B: Survey Questionnaire………………………………………………….44-54

Appendix C: Statistical Result………………………………………………………….55

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Keywords: Service Quality, Promotion, Price, Speed and Customer Satisfaction

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

According to global monitoring firm Philippine News Agency (2021),

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

In accordance with vulnerable concept, the researchers’ objectives are to identify

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Statement of the Problem

1. How may the respondents’ profile have assessed in terms of:

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

Significance of the Study

Scope and Delimitation

Due to the current situation, which is covid-19 pandemic. The researchers

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

 Mbps - Megabits per second

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

 ABM - Accountancy, Business and Management

OUR LADY OF FATIMA UNIVERSITY – SENIOR HIGH SCHOOL– ABM STRAND

REVIEW OF RELATED LITERATURE