Customers Satisfaction on PLDT’s Internet Connection

Harrah Edaine C. Tabotabo

Toni Catherine Gorgolon
Wilson Augosto
Farhana Naguib
Yvan Roniel Caliso
Heron Cotongan
Introduction

The internet connection plays a big role in people's lives. It is a tool for the widest
dissemination of information, recreational use, and communication. We use it as the
core of our learning in the new normal. The internet connection is important for
businesses, work-related matters, spreading of knowledge by ways of advertising,
meetings, and etc. On a lighter note, we indulge ourselves for entertainment. It made
our lives easier and better with the help of the internet. The Philippine Long Distance
Telephone Company also known as PLDT is a telecommunications service provider in
the Philippines which provides cellular and wireless broadband, satellite and other
services through wireless business.

The new normal affects everyone in every city in the country. Iligan city is one of
those cities that is affected by this, at the same time the slowdown of the Internet
connection added. Having a reliable internet connection is very important, now most of
us are depending on it. PLDT is one of the internet service providers in the town. The
locals in Iligan City are facing a problem since the internet connection is not that stable.
With this issue, it hinders everyone to be productive. The students are affected by this
situation since it is difficult for them to study online as of the slow internet. Unreliable
and slow connection means employees are unable to perform their tasks and
communicate with their clients that result in lower productivity and efficiency. It has led
to many issues for those customers who used the internet for entertainment affecting
the speed of their gameplay, videos, music, etc. Unstable internet connection affects the
entrepreneurs, due to the pandemic a lot of them are relying on the internet.

Many Internet service providers really understand the value of customer

satisfaction with their services that help them retain a significant advantage and
promote the business in the eyes of their customers. Customer satisfaction is essential
for retaining current customers and for building shareholder values that will have an
effect on the image of the business and build customer loyalty. In order to satisfy the
needs of the customer, the company operations must be focused on past experience of
services and goods that result in current customers and draw new customers (Chaster,
2016).

Internet service providers really appreciate the importance of customer loyalty

with their services, which helps them to maintain an advantage and improve their
business. Customer satisfaction is significant for sustaining existing customers and
gaining profits that can have an impact on the reputation of their brand and create
customer loyalty. To meet the demands of the customer, the company's activities must
rely on previous expertise in facilities and products that result in existing customers and
gain new customers.

The purpose of this study is to assess customers' satisfaction on using PLDT's

Internet Connection and to determine the perception of the respondents on using
PLDT's product and internet connection.

This study will be conducted for 2 months from January to February 2021.

Significance of the Study

This study of Customer’s Satisfaction on PLDT’s Internet Connection is relevant

and beneficial to the following: Firstly to the PLDT’s Company. By learning the
perceptions of the respondents towards certain issues such as their Internet connection,
the company can control and improve their service to serve and satisfy its
customers.The PLDT may be able to use these issues to guide them to improve their
service.
Secondly, to the Other Telecommunications Companies. After the conduct of
the study, the other telecommunications companies will have awareness from this study
since they can know the perceptions and the satisfaction level of the customers. In
addition, it also seeks to enhance ISPs' services, which can significantly increase their
sales and customer satisfaction.
Thirdly, to the Customers. This study can be seen as a reference for customers
to have the chance to select the right internet service provider. It also helps to boost
customers' awareness of how to invest their money on the best internet provider.
 Lastly, to the Future researchers. This study can also be used as a data source
to perform a new study into which Internet service providers can evaluate the latest
factors that can improve customer growth. Moreover, it gives additional information for
those researchers who will conduct a study related to internet connection or internet
service provider.

Related Literature

In 1994, the internet became widely accessible in the Philippines, contributing to

the country's increasingly developing Internet-savvy customers. The number of internet
users in the Philippines has risen to 73 million as of January 2020, accounting for more
than half of the total population. The digital population primarily belongs to the 16-year-
old age group and above (Sanchez, M., 2020).
Philippines in 1994, made the Internet readily accessible. Leading to the slow
growth of smart internet customers in the country. The number of Internet users as of
January 2020 in the Philippines has risen to 73 million, responsible for more than half of
the overall population. The digital population is predominantly in the ages of 16 years
and older. As the population increases the internet service providers can’t be able to
supply sufficient internet connection to the customers.
The prices of internet services are high, because there is a lack of competitive
environment because most internet services in the Philippines are either operated by
Pldt or Globe, creating a duopoly in turn, which is why they have the power to control
the cost and quality of their internet services. Government policies that build barriers to
entry for foreign and local entrants are attributable to a lack of a competitive market
(Mirandilla-Santos, 2016).

The lack of a competitive environment due to the government policies that

creates barriers to entry for international and local entrepreneurs causes the high cost
of internet services especially in our country the customers can either choose PLDT and
Globe, that makes these companies to raise their prices and quality of their internet
services.
Related study
According to the study conducted by Magno, Reyes, and Santiago entitled “A
Study on the Level of Customer Satisfaction of PLDT Internet Subscribers in Brgy.
Concepcion, Malabon City.” This aims to determine the level of satisfaction of PLDT
Internet Subscribers in Brgy. Concepcion, Malabon City. A total of 118 respondents are
expected to answer the survey. The data gathered will be analyzed through gap
analysis and ranking to identify the level of customer satisfaction. The researchers
recommend that the PLDT must ensure the reliability of their internet connection
through conducting a monthly system checkup and PLDT must ensure to provide their
promised service to the subscribers. This will be done by giving the customer the right
bandwidth stated on their subscription plan (e.g., 3 mbps, 10 mbps, 30 mbps, 100
mbps). The said recommendation of the researchers will make PLDT more competitive
in the Telecommunication Industry. The monthly check up of systems is helping the
company to ensure that their services satisfy their customer. While the Team Building is
for employees to strengthen their communication to each other make them more
efficient and to practice their teamwork in the workplace.
Based on the study of Salac and Kim entitled “A Study on The Internet
Connectivity in The Philippines.” Their study aims to help address concerns about the
growing demand of wider bandwidth Internet connection in the Philippines. Using
articles and research of international organizations and content from official websites of
the Philippine government, their paper has carefully examined the slow Internet
connectivity and the high cost that the end-users pay for it. They suggested that this
inefficiency hampers the motivation of users to innovate in a way that could contribute to
inclusive growth and the development of an inclusive information society. Through a
comparison of the current global ICT situation with the current situation in the
Philippines, their study shows that the country's Internet infrastructure lags behind
among those of contemporary developing countries in Asia, particularly in terms of
Internet connectivity. In 2015, Thailand had an average Internet speed of 7.4 Mbps, Sri
Lanka 7.4, and Malaysia 4.3. Meanwhile, the Philippines had a meager average Internet
speed of 2.8 Mbps, placing the country at 104 among 160 countries, with developed
countries in Asia such as South Korea (23.6 Mbps) and Singapore (12.9 Mbps) ranking
1 and 12, respectively. Findings show that the lack of competition in the Internet
connectivity market, among other reasons, is at the root of the dilemma of slow and
costly Internet connection. Assessing the accomplishments of the Republic of Korea
and other broadband-leading countries has provided practical insights and
recommendations that can promote competitiveness. Furthermore, related literature
argues how ISP practices may affect Internet speed and cost. Their study offers an
approach in improving Internet connectivity in the Philippines by bridging the gap
between the Internet infrastructure market and government policies.

Research Design
The researchers conduct a qualitative method because it allows us to know the
quality of service of PLDT based on the perceptions and satisfaction of the selected
random respondents through statistical analysis. The qualitative design using both
structured and unstructured questionnaires for online survey is utilized for data
collection.

Locale of the study

This study will be conducted randomly in any place within Iligan City. This place
is selected since most locals are PLDT customers and aims to know the satisfaction
and perceptions of the selected random customers.
Respondents
This study gathered thirty (30) selected random respondents: seventeen (17)
students, employees, and entrepreneurs who are qualified with the following conditions:
1) must be a PLDT customer from any place within Iligan City 2) must be in the
occupation mentioned: student, employee, and entrepreneur. The random respondents
are selected within the city since they’re the ones who use PLDT’s internet connection
as part of their day to day lives.

Data Gathering Procedure

 This study used qualitative methods as research design to know the quality of
service of PLDT based on customers’ perceptions and satisfaction through statistical
analysis.
This study in depth online surveys were used. The researchers adapted a
questionnaire to measure the perceptions and satisfaction level of the selected random
respondents within Iligan City of PLDT’s Internet Connection

The researchers compiled a questionnaire that was checked by the research

teacher. After approval the researchers then make a letter to the respondents. The
questions and statements in the questionnaire are transferred in the google form. It is
distributed through private messages containing close and open-ended questions for
data gathering about the Customers’ Satisfaction on PLDT’s Internet Connection. After
the gathering of data, the researchers will conduct statistical analysis to know the
results of the study.

Statistical Treatment. The formula that the researchers used is the Weighted
Mean, to know the results of this study. The researchers chose this formula since the
aim is only to collect data from a random sample population of thirty (30) respondents.
The advantage of using the weighted average is that it allows the final average number
to represent the relative value of each number that is being measured.

Instruments. The instrument that will be used in this study is an online survey.
Online survey as an instrument as it is more convenient and hassle-free since most of
us are home based. Moreover, it helps the researchers to easier locate and organize
the data. The survey questionnaire that is being forwarded to the selected random
customers is entitled “Customers Satisfaction on PLDT’s Internet Connection.” The
questions are adapted from the study of “PLDT Globe Marketing Research” and the
other questions are self made by the researchers. The survey questions that are utilized
from their study since it is just related as it is also focusing on the satisfaction and
perceptions of the customers from the internet service providers. When it comes to
interpreting the results of the online survey, it is much more precise since the selected
random respondents specifically input their direct answers into the Google form. This
study used Likert Scale: 1 - Very unsatisfied, 2 - Unsatisfied, 3 - Neutral, 4 - Satisfied,
and 5 - Very Satisfied to interpret the weighted mean.

References

Chester, T. (2016). Impact of Internet Service quality on customer satisfaction in context

of Haiphong, Vietnam. Academia. Retrieved February 23, 2021, from
https://www.academia.edu/17641203/IMPACT_OF_INTERNET_SERVICE_QUA
LITY_ON_
CUSTOMER_SATISFACTION_IN_CONTEXT_OF_HAIPHONG_VIETNAM

Gaw, B. J. N., Hung, M. V., & Dy Tan, W. A. T. (2019, December 7). PLDT Globe
Marketing Research. Scribd. Retrieved January 28, 2021, from
https://www.scribd.com/document/438677749/PLdtGlobeMarketingResearch-
finalll-1-2-docx

Magno, P. A., Reyes, L., & Santiago, A. K. (2016, March 25). A Study on the Level of
Customer Satisfaction of PLDT Internet Subscribers In Brgy. Concepcion,
Malabon City. Scribd. Retrieved February 9, 2021, from
https://www.scribd.com/document/305887454/Consumer-Behavior-Paper-PLDT?
fbclid=IwAR2yWYwMKD7FMt1BkpnKAxNAKHT-
s_9IqXp6Jenh59NP6eNZtoUdC0PK77c

Mirandilla-Santos, M. (2016). Philippine Broadband: A Policy Brief. Invest Philippines.

Retrieved February 9, 2021, from
http://www.investphilippines.info/arangkada/wp-
content/uploads/2016/02/ONLINE- BROADBAND-POLICY-BRIEF1.pdf

Salac, R. A., & Kim, Y. S. (2016, August). A Study on The Internet Connectivity in The
Philippines. Semantic Scholar. Retrieved February 9, 2021, from
 https://pdfs.semanticscholar.org/fcf4/b4231bdec0e6f4563d3294cf63e90a26243d.
pdf?_ga=2.98720982.959969199.1612931613-1262763690.1612931613

Sanchez, M. J. (2021, February 10). Number of Internet Users in the Philippines as of

January 2020. Statista. Retrieved February 9, 2021, from
https://www.statista.com/statistics/221179/internet-users-philippines/
Santiago, A. (2016, March 25). A Study on the Level of Customer Satisfaction of PLDT
Internet Subscribers in Brgy. Concepcion, Malabon City. Scribd. Retrieved
January 28, 2021, from
https://www.scribd.com/document/305887454/Consumer-Behavior-Paper-PLDT
 Appendices

Letter to the Respondents:

Dear Respondents,

Praised be Jesus and Mary!

We, the Grade 11- St. Paul STEM students are conducting a study entitled
“CUSTOMERS SATISFACTION ON PLDT’s INTERNET CONNECTION.” This study is
conducted to the selected random respondents who are PLDT customers and will take
place in Iligan City. We would like to ask for your kindest participation in answering our
survey questionnaire and will be genuinely appreciated. The time you spent while
answering the said survey will be highly appreciated. Rest assured that the data
gathered will be kept confidential and will be used for academic purposes only. We are
looking forward to your positive response.

Respectfully yours,

Researchers

Survey Questionnaire:

CUSTOMERS SATISFACTION ON PLDT’S INTERNET CONNECTION

Instructions: In order to identify and explain the problem being defined in this study, it
is necessary to know the questions as guidelines to locate the problem in Customer
Satisfaction on PLDT's Internet Connection. This can be utilized in finding solutions on
the problem. The questions are given below: Put (/) inside the box of your chosen
answer.

Respondents Profile

Gender:__________ Address:__________
Occupation:

Student
Employe
e
Entrepre
neur
1 - Very unsatisfied
2 - Unsatisfied
3 - Neutral
4 - Satisfied
5 - Very Satisfied

Quality 1 2 3 4 5

1. To what extent are you satisfied with the

reliability of the internet services you currently
receive?

2. How satisfied are you with the consistency of the

internet speed of PLDT?

3. How would you rate the level of satisfaction with

PLDT's Internet Service on the download and
upload factor?

4.1 Rate the following aspects of your internet

connection from the PLDT: Busy signals

4.2 Rate the following aspects of your internet

connection from the PLDT: Disconnection

Customer & Tech Support

5. How satisfied are you in terms of response with

customer support?

6. How satisfied are you with the maintenance of

PLDT with the support from technicians?

7. Are you satisfied with the time it took to resolve

your issue?

8.How satisfied are you with the Tech Support

Technician who is committed to solving your
problem?

1.1 Plan

9. Are you satisfied with the added benefits of the

plan that you availed?

10. Are you satisfied with the quality or performance

of the PLDT product that you’ve acquired?

DSL FIBR Home

1.2 Plan
Prepaid
Wifi

11. What type of PLDT Internet plan do you have at

home?

12. Based on your overall experience, which of the

PLDT products is the strongest internet provider?

1 2 3 4 5
Cost

13. Are you satisfied with the cost of your current

subscription plan to PLDT?

14. How worthy is the amount you pay compared to

the quality and service you receive from PLDT?

II. ESSAY

15. What are the perceived advantages and disadvantages of using PLDT’s product?

16. How does the speed of internet connection affect the studies of the students, work,
and business?