Introduction

Internet has become an essential part of our modern life. With the advancement of information technology internet has entered almost everywhere, from bed room to class room and many other places. The term cyber caf is not an old concept which was introduced as a way to ensure common peoples access to internet. Actually cyber caf is a kind of internet caf where people can get access to the unlimited source of information through internet. The use of cyber caf started in Bangladesh in the year of 1997. Like many other developing countries which are moving towards development, Bangladesh also trying to use internet immensely everywhere to secure the forward march of the country. But only a few people use cyber caf or internet caf in Bangladesh compared to its population. Cyber caf makes the use of internet cheap and comfortable for the users and encourage them to use it more. But it is a matter of great regret that Bangladesh does not have any world class cyber caf despite having a lot of users. Presently people from all profession use internet to do their work easily and quickly. Many of these professionals prefer cyber caf to other sources of internet because cyber caf is cheap, user friendly and easy to access.

Origin of the Report

Marketing, more than any other business function, deals with customers. Understanding, creating, communicating and delivering customer value and satisfaction are the very heart of modern marketing thinking and practice. So in our BBA program we have a course on marketing. In this course we have been assigned to prepare a report for the dissertation to fulfill the partial requirement of successful completion of the course 204, Principles of Marketing by our honorable course teacher Mrs. Nausheen Rahman, Associate Professor, Department of Finance, University of Dhaka. Its an honor and great pleasure for us to present our project report on Marketing Policy of cyber caf business in Bangladesh.

Purpose of the Report

Our purpose of the study is to discuss the marketing strategies followed by a cyber caf in our country. We have also analyzed the position of cyber caf business in Bangladesh and in the world. This is done in order to minimize the gap between the textbook knowledge and real life practices.
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The study is performed with some special purposes which guided the researchers at the time of preparing the report. These purposes are:

Connecting the theory of marketing strategy to the practical terms. Having a proper idea about the researchers future professional world. Becoming expert about marketing strategy. Learning the process of making marketing strategy. Increasing communication skills. Analyzing and presenting the collected data.

Scope of the Report

After having the topic and scope of the study, the process of data collection was started. The research work needed information about the marketing strategy followed by a cyber caf in Bangladesh. So collection of data from primary source was needed. We found that there are more than 50 cyber cafs in Bangladesh. But many of them are so small that they can not be called cyber caf and they do not maintain any standards needed to be a cyber caf. The researchers divided the existing cyber caf market in two groups one consisting of those cyber cafes which does not maintain their standards and are very small to call cyber caf and the other consisting of those cyber cafes which maintain their minimum standards and have user friendly environment and can be called cyber caf. In our report we have selected and collected data from only one cyber caf because only this one maintain all the essential features of a cyber caf and do some promotional activities on a regular basis. Afterwards, the collected data have been used to make some specific and real decisions.

Limitations of the Report

The researchers got a very limited time to prepare the term paper. Limited time has made the researchers unable to reach to the perfection. Some cyber caf owners did not help the
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researchers because of the fear of cyber crime committed by students. Though a long period was sanctioned for the purpose, after the collection of data the researchers had only three days time to prepare the term paper. The limited data that the researchers collected was insufficient to prepare a classified analysis. Researchers could not collect the marketing strategies followed by other cyber cafes because many of them do not make any marketing. One of the noticeable limitations of the study is the lack of experience of the researchers. They are new in this field and are not skilled about the process of analyzing marketing strategies.

Terms defined
Marketers know that they cannot appeal to all buyers in their markets or at least not to all buyers in the same way. Buyers are too numerous, too widely scattered, and too varied in their needs and buying practices. Therefore, most companies today are moving away from mass marketing. Instead, they practice a marketing process including market segmentation, targeting market and market positioning. These are the steps of target marketing.

What is Market Segmentation?

Market segmentation is the act of dividing a market into distinct groups of buyers with different needs, characteristics, or behaviors who might require separate products or marketing mixes. Through market segmentation, companies divide large, heterogeneous markets into smaller segments that can be reached more efficiently and effectively with products and services. There is no single way to segment a market. Therefore, the marketer tries different variables to see which variables are geographic, demographic, psychographic and behavioral. In geographic segmentation, the market is divided into different geographical units such as nations, regions, states, countries, cities or neighborhoods. In demographic segmentation, the market is divided into groups based on demographic variables, including age, gender, family size, family life cycle, income, occupation, education, religion, race, generation and nationality. In Psychographic segmentation, the market is divided into different groups based on social class, lifestyle or personality characteristics. In
behavioral segmentation, the market is divided into groups based on consumers knowledge, attitudes, uses or responses to a product. Page | 3

Business markets can also be segmented by business consumer demographics (industry, company size), operating variables, purchasing approaches, situational factors and personal characteristics. The effectiveness of the segmentation analysis depends on finding segments that are measurable, accessible, substantial, differentiable and actionable.

What is Target Marketing?

Target marketing is the process of evaluating each market segments attractiveness and selecting one or more segments to enter. To target the best market segments, the company first evaluates each segments size and growth characteristics, structural attractiveness and compatibility with company objectives and resources. It then chooses one of four target marketing strategies- ranging from very broad to very narrow targeting. The seller can ignore segment differences and target broadly using undifferentiated (or mass) marketing. This involves mass-producing, mass-promoting and mass-distributing about the same product in about the same way to all consumers. Or the seller can adopt differentiated marketingdeveloping different market offers for several segments. Concentrated marketing (or niche marketing) involves focusing on only one or few market segments. Finally micro-marketing is the practice of tailoring products and marketing programs to suit the taste of specific individuals and locations. Micro-marketing includes local marketing and individual marketing. Which targeting strategy is best depends on company resources, product variability, product life-cycle stage, market variability and competitive marketing strategies.

What is Market Positioning?

Market positioning is arranging for a product to occupy a clear, distinctive and desirable place relative to competing products in the minds of target consumers. Once the company has decided which segments to enter, it must decide on its market positioning strategy-on which positions to occupy in its chosen segments. The positioning task consists of three steps:

Identifying a set of possible competitive advantages upon which to a position, Choosing the right competitive advantages
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 Selecting an overall positioning strategy.

The brands full positioning is called its value proposition-the full mix of benefits upon which the brand is positioned. In general, the company can choose from one of five winning value propositions upon which to position their products: more for more, more for the same, the same for less, less for much less, or more for less. Company and brand positioning are summarized in positioning statements that state the target segment and need, positioning concept and specific points of difference. They must then effectively communicate and deliver the chosen position to the market.

Cyber caf:
The cyber caf is being recognized as an essential point of access for Internet services as the Internet becomes more and more a part of our everyday life. No other business is playing such an active role as the cyber cafe in the process of bringing the future of Internet technology to the community people. An internet caf or cybercaf is a place where one can use a computer with Internet access, most for a fee, usually per hour or minute; sometimes one can have unmetered access with a pass for a day or month, etc. It may serve as a regular caf as well, with food and drinks being served.

History of cyber caf:

The concept and name, Cybercaf, was invented at the beginning of 1994 by Ivan Pope. Commissioned to develop an Internet event for an arts weekend at the Institute of Contemporary Arts (ICA) in London. Pope wrote a proposal outlining the concept of a caf with Internet access from the tables. The event was run over the weekend of 12-13 March 1994 during the 'Towards the Aesthetics of the Future' event. In June 1994, The Binary Cafe, Canada's first Internet caf, opened in Toronto, Ontario.

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After an initial appearance at the conference site of the 5th International Symposium on Electronic Art, ISEA, in August 1994, an establishment called CompuCafe was established in Helsinki, Finland, featuring both Internet access and a robotic beer seller. Inspired partly by the ICA event, a commercial establishment of this type, called Cyberia, opened on September 1, 1994 in London, England. The first public, commercial American Internet cafe was conceived and opened by Jeff Anderson in August 1994, at Infomart in Dallas, Texas and was called The High Tech Cafe. The next Internet caf in the USA, called Internet Cafetm, was opened by Arthur Perley in early 1995 in the East Village neighborhood of New York City.

Cyber caf business in Bangladesh and the reasons behind choosing Systech@Net:
After the invention of internet, developed countries used it heavily to share the world wide information about everything among them. Bangladesh came in touch with this new communication trend in 1996 after connecting with internet. The first cyber caf spider net was established in 1997 which is not in operation now. Later many cyber cafes started their business in Bangladesh among them Systech@Net, Blue pla.net, JC cyber caf, Sakvessy.net are successfully doing their business in Bangladesh. The researchers selected systech@Net for their job because it is the only cyber caf which has almost all the features of a world class cyber caf. It has warm and friendly environment for the users, it provides staffs for the new users of internet and encourage them to use it more, it gives discount for the students and it also have some possibilities for future expansion. So it is quite clear that systech@Net is the leader in this cyber caf market. These reasons influenced the researchers to choose systech@Net cyber caf for their work.

Systech@Net cybercaf:
Systech@Net is located in Mohakhali and offering the community easy and affordable access to the Internet. Systech@Net provides full access to email, WWW, FTP, Microsoft internet
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explorer and other Internet applications such as opera & mozilla. Systech@Net also provides customers with a unique and innovative environment for enjoying great coffee& fast food items. Systech@Net appeals to individuals of all ages and backgrounds. The instructional Internet classes and the helpful staffs that Systech@Net provides, appeal to the audience that does not associate themselves with the computer age. This educational aspect attracts younger and elderly members of the community who are rapidly gaining interest in the unique resources that online communications have to offer. The caf provides business people with convenient access to their online needs.

Cafs Locations and Facilities

Systech@.Net is located on a very convenient place at Mohakhali. This site was chosen for various reasons, including:

Proximity to the local business community. Proximity to trendy, upscale restaurants such as Nandan restaurant. Proximity to various commercial banks, offices & upscale private universities at Mohakhali. High visibility.

All of these qualities are consistent with Systech@Net's goal of providing a central hub of communication and socialization for the Mohakhali community.

Cafs Objectives
Systech@Net's objectives for the operation include:

The creation of a unique, upscale, innovative environment that will differentiate Systech@Net from local cyber cafs. Educating the community on what the Internet has to offer.

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The formation of an environment that will bring people with diverse interests and backgrounds together in a common forum. Good coffee and fast food items at a reasonable price. Affordable access to the resources of the Internet and other online services.

Cafs Mission
As the popularity of the Internet continues to grow at an exponential rate, easy and affordable access is quickly becoming a necessity of life. Systech@Net provides communities with the ability to access the Internet, enjoy a cup of coffee, and share Internet experiences in a comfortable environment. People of all ages and backgrounds will come to enjoy the unique, upscale, educational, and innovative environment that Systech@Net provides.

Keys to Success
The keys to the success for Systech@Net are:

The creation of a unique, innovative, upscale atmosphere that will differentiate Systech@Net from other future Internet cafes. The establishment of Systech@Net as a community hub for socialization and entertainment. The creation of an environment that won't intimidate the novice user. Systech@Net will position itself as an educational resource for individuals wishing to learn about the benefits the Internet has to offer.

Future risks
The risks involved with Systech@Net are:

Will there be a demand for the services offered by Systech@Net in Mohakhali? Will the popularity of the Internet continue to grow? Will individuals be willing to pay for the service Systech@Net offers?
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Will the cost of accessing the Internet from home drop so significantly that there will not be a market for Internet Cafes such as Systech@Net?

Service Description
Systech@Net provides its customers with full access to the Internet and common computer software and hardware. Some of the Internet and computing services available to Systech@Net customers are listed below:

Access to external POP3 email accounts. Customers can sign up for a Systech@Net email account. This account is managed by Systech@Net servers. Explorer , mozilla, opera, and other popular Internet utilities is available. Access to google or yahoo browser. Access to laser and color printing. Access to popular software applications like Adobe PhotoShop and Microsoft office.

Systech@Net also provides its customers with access to introductory Internet and email classes. These classes are held in the afternoon and late in the evening. By providing these classes, Systech@Net is building a client base familiar with its services. The computers, Internet access, and classes wouldn't mean half as much if taken out of the environment Systech@Net provides.

Competitive Comparison
Systech@Net is the leading Internet cafe in Mohakhali. Systech@Net differentiates itself from the strictly-coffee cafes in Mohakhali by providing its customers with Internet and computing services.

Future Services
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As Systech@Net grows, more communications systems will be added. The possibility of additional units has been accounted for in the current floor plan. As the demand for Internet connectivity increases, along with the increase in competition, Systech@Net will continue to add new services to keep its customer base coming back for more.

Market Analysis Summary

Systech@Net is faced with the exciting opportunity of being the first-mover in the Mohakhali cyber-cafe market. The consistent popularity of growing interest in the Internet has been proven to be a winning concept in other markets and will produce the same results in Mohakhali.

Market Segmentation
Systech@Net's customers can be divided into two groups. The first group is familiar with the Internet and desires a progressive and inviting atmosphere where they can get out of their offices or bedrooms and enjoy a great internet access. The second group is not familiar with the Internet, yet, and is just waiting for the right opportunity to enter the online community. Systech@Net's target market falls anywhere between the ages of 16 and 40. This extremely wide range of ages is due to the fact that the Internet appeals to a variety of people. In addition to these two broad categories, Systech@Net's target market can be divided into more specific market segments. The majority of these individuals are students and business people. See the Market Analysis chart and table below for more specifics.

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Market Analysis
Year
Potential Customers University Students Office Workers Seniors Teenagers Other Total

200 3
Growth
4% 3% 5% 2% 0% 2.68% 15,00 0 25,00 0 18,50 0 12,50 0 25,00 0 96,00 0

200 4
15,60 0 25,75 0 19,42 5 12,75 0 25,00 0 98,52 5

200 5
16,22 4 26,52 3 20,39 6 13,00 5 25,00 0 101,1 48

200 6
16,87 3 27,31 9 21,41 6 13,26 5 25,00 0 103,8 73

200 7
17,54 8 28,13 9 22,48 7 13,53 0 25,00 0 106,7 04

Market Analysis (Pie): For the year 2007

Target Market Segment Strategy

Systech@Net intends to cater to people who want a guided tour on their first spin around the Internet and to experienced users eager to indulge their passion for computers in a social setting. Furthermore, Systech@Net is a magnet for local and traveling professionals who desire to work or check their email messages in a friendly atmosphere. These professionals use Systech@Net's PCs. Systech@Net's target market covers a wide range of ages: from
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members of Generation X who grew up surrounded by computers, to Baby Boomers who have come to the realization that people today cannot afford to ignore computers.

Market Needs
Factors such as current trends, addiction, and historical sales data ensure that the high demand for internet access will remain constant over the next five years. The rapid growth of the Internet and online services, that has been witnessed worldwide, is only the tip of the iceberg. The potential growth of the Internet is enormous, to the point where one day, a computer terminal with an online connection will be as common and necessary as a telephone. This may be 5 or 7 years down the road, but for the next five years, the online service provider market is sure to experience tremendous growth. Being the first cyber-cafe in Mohakhali, Systech@Net enjoying the first-mover advantages of name recognition and customer loyalty. Initially, Systech@Net held a 100 percent share of the cyber-cafe market in Mohakhali. Then competitors entered in to the market. Systech@Net has set a goal to maintain greater than a 50 percent market share for the next couple of years.

Market Trends
A market survey was conducted in the fall of 2007. Key questions were asked of fifty potential customers. Some key findings include:

35 subjects said they would be willing to pay for access to the Internet. 20 BDT an hour was the most popular hourly Internet fee. 24 subjects use the Internet to communicate with others on a regular basis.

Service Business Analysis

The popularity of the Internet is growing exponentially. Those who are familiar with the Internet are well aware of how fun and addictive surfing the Net can be. Those who have not yet experienced the Internet, need a convenient, relaxed atmosphere where they can feel
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comfortable learning about and utilizing the current technologies. Systech@Net seeks to provide its customers with affordable Internet access in an innovative and supportive environment. Due to intense competition, cafe owners must look for ways to differentiate their place of business from others in order to achieve and maintain a competitive advantage. The founder of Systech@Net realizes the need for differentiation and strongly believes that combining a cafe with complete Internet service is the key to success. The fact that no cyber-cafes are established in Mohakhali, presents Systech@Net with a chance to enter the window of opportunity and enter into a profitable niche in the market.

Business Participants
The number of online service providers in Dhaka is approximately fifteen and counting. These regional service providers use a number of different pricing strategies. Some charge a monthly fee, while others charge hourly fees. Regardless of the pricing method used, obtaining Internet access through one of these firms can be expensive. Larger Internet servers such as Bangladesh Online Ltd (BOL), Agni, Grammeen Net, BracNet, Proshikabd.net, Smile etc. are also fighting for market share in this rapidly growing industry. These service providers are also rather costly for the average consumer. They only provide services in the corporate sectors. Consumers who are not convinced they would frequently and consistently travel the Internet, will not be willing to pay these prices. So they are tends to move towards the local cyber cafes like Systech@Net as per their demand in the way of internet facilities.

Distribution Patterns
The service nature of Systech@Net's business faces random competition. Systech@Net competes only with cyber cafes. The good news is that Systech@Net does not currently face any direct competition from other cyber-cafes in the Mohakhali market. There are a total of 21 standard cyber-cafes in Dhaka such as Blue planet, World way cyber caf, JC Cyber Net, Sakvessy.Net, helpline etc.

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Strategy and Implementation Summary

Systech@Net has three main strategies. The first strategy focuses on attracting novice Internet users. By providing a novice friendly environment, Systech@Net hopes to educate and train a loyal customer base. The second, and most important, strategy focuses on pulling in power Internet users. Power Internet users are extremely familiar with the Internet and its offerings. This group of customers serves an important function at Systech@Net. Power users have knowledge and web-browsing experience that novice Internet users find attractive and exciting. The third strategy focuses on building a social environment for Systech@Net customers. A social environment, that provides entertainment, will serve to attract customers that wouldn't normally think about using the Internet. Once on location at Systech@Net, these customers that came for the more standard entertainment offerings will realize the potential entertainment value the Internet can provide.

SWOT Analysis
The SWOT analysis provides us with an opportunity to examine the internal strengths and weaknesses Systech@Net must address. It also allows us to examine the opportunities presented to Systech@Net as well as potential threats. Systech@Net has a valuable inventory of strengths that will help it succeed. These strengths include: a knowledgeable and friendly staff, state-of-the-art computer hardware, and a clear vision of the market need. Strengths are valuable, but it is also important to realize the weaknesses Systech@Net must address. These weaknesses include: a dependence on quickly changing technology, and the cost factor associated with keeping state-of-the art computer hardware. Systech@Net's strengths will help it capitalize on emerging opportunities. These opportunities include, but are not limited to, a growing population of daily Internet users, and
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the growing social bonds fostered by the new Internet communities. Threats that Systech@Net should be aware of include, the rapidly falling cost of Internet access, and emerging local competitors.

Strengths
1. Knowledgeable and friendly staff. Systech@Net has gone to great lengths to find

people with a passion for teaching and sharing their Internet experiences. Their staffs are both knowledgeable and eager to please.
2. State-of-the art equipment. Part of the Systech@Net experience includes access to

state-of-the-art computer equipment. Systech@Nets customers enjoy beautiful flatscreen displays, fast machines, and high-quality printers.
3. Up-scale ambiance. When one walks into Systech@Net, one'll feel the technology.

High backed mahogany booths with flat-screen monitors inset into the walls
4. Clear vision of the market need. Systech@Net knows what it takes to build an upscale

cyber cafe. They know the customers, know the technology, and know how to build the service.

Weaknesses
1. A dependence on quickly changing technology. Systech@Net is a place for people to experience the technology of the Internet. The technology that is the Internet changes rapidly. Product lifecycles are measured in weeks, not months. Systech@Net needs to keep up with the technology because a lot of the Systech@Net experience is technology. 2. Cost factor associated with keeping state-of-the-art hardware. Keeping up with the technology of the Internet is an expensive undertaking. Systech@Net needs to balance technology needs with the other needs of the business. One aspect of the business can't be sacrificed for the other.

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Opportunities
1. Growing population of daily Internet users. The importance of the Internet almost equals that of the telephone. As the population of daily Internet users increases, so will the need for the services Systech@Net offers. 2. Social bonds fostered by the new Internet communities. The Internet is bringing people from across the world together unlike any other communication medium. Systech@Net will capitalize on this social trend by providing a place for smaller and local Internet communities to meet in person. Systech@Net will grow some of these communities on its own by establishing chat areas and community programs. These programs will be designed to build customer loyalty.

Threats
1. Rapidly falling cost of Internet access. The cost of access to the Internet for home users is dropping rapidly. Internet access may become so cheap and affordable that nobody will be willing to pay for access to it. Systech@Net is aware of this threat and will closely monitor pricing.
2. Emerging local competitors. Currently, Systech@Net is enjoying a first-mover

advantage in the local cyber-cafe market. However, additional competitors are on the horizon, and we need to be prepared for their entry into the market. Many of sestechs programs are designed to build customer loyalty, and it is hoped that the quality service and up-scale ambiance won't be easily duplicated.

Attract Novice Internet Users

Systech@Net's first strategy focuses on attracting novice Internet users. Systech@Net plans on attracting these customers by:

Providing a novice friendly environment. Systech@Net is staffed by knowledgeable employees focused on serving the customer's needs.
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A customer service desk will always be staffed. If a customer has any type of question or concern, a Systech@Net employee will always be available to assist. Systech@Net is offering introductory classes on the Internet and email. These classes are designed to help novice users familiarize themselves with these key tools and the Systech@Net computer systems.

Attract Power Internet Users

Systech@Net's second strategy is focused on attracting power Internet users. Power Internet users provide an important function at Systech@Net. Systech@Net plans on attracting this type of customer by:

Providing the latest in computing technology. Providing scanning and printing services. Providing access to powerful software applications.

Social Hub
The third strategy focuses on building a social environment for Systech@Net customers. A social environment, that provides entertainment, will serve to attract customers that wouldn't normally think about using the Internet. Once on location at Systech@Net, these customers that came for the more standard entertainment offerings will realize the potential entertainment value the Internet can provide.

Competitive Edge
Systech@Net is following a differentiation strategy to achieve a competitive advantage in the cafe market. By providing Internet service, Systech@Net separates itself from all other cafes in Mohakhali. In addition, Systech@Net provides a comfortable environment with coffee and fast food items, distinguishing itself from other Internet providers in Dhaka.

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Marketing Strategy
Systech@Net positions itself as an upscale coffee house and Internet service provider. It is serving high-quality coffee and espresso specialty drinks at a competitive price. Due to the number of cafes in Mohakhali, it is important that Systech@Net sets fair prices for its coffee. Systech@Net is using advertising as its main source of promotion. Ads placed in daily news papers, weekly magazines, hand bills, banners etc is helping build customer awareness. Accompanying the is a coupon for a free hour of Internet travel. Furthermore, Systech@Net gives away three free hours of Internet use to beginners who sign up for an introduction to the Internet workshop provided by Systech@Net specially for the students of schools & colleges.

Pricing Strategy
Determining a fair market, hourly price, for online use is more difficult because there is no direct competition from another cyber-cafe in Mohakhali. Therefore, Systech@Net considered three sources to determine the hourly charge rate. First, it considered the cost to use other Internet servers, whether it is a local networking firm or a provider such as Bangladesh Online. Internet access providers use different pricing schemes. Some charge a monthly fee, while others charge an hourly fee. In addition, some providers use a strategy with a combination of both pricing schemes. Thus, it can quickly become a high monthly cost for the individual. Second, Systech@Net looked at how cyber-cafes in other markets such as Blue planet & Sakvessy.Net went about pricing Internet access. Third, Systech@Net used the market survey conducted in the fall of 2007. Evaluating these three factors resulted in Systech@Net's hourly price of 20 BDT.

Promotion Strategy
Systech@Net implemented a pull strategy in order to build consumer awareness and demand. Systech@Net budgeted 50,000 BDT for promotional efforts which includes advertising with coupons for a free hour of Internet time in local publications and in-house promotions such as offering customers free Internet time if they pay for an introduction to the Internet workshop taught by Systech@Net's computer technician.
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Systech@Net realizes that in the future, when competition enters the market, additional revenues must be allocated for promotion in order to maintain market share.

Sales Strategy
As a retail establishment, Systech@Net employs people to handle sales transactions. Computer literacy is a requirement for Systech@Net employees. If an employee does not possess basic computer skills when they are hired, they are trained by our full-time technician. Its full-time technicians are also available for customers in need of assistance. Systech@Net's commitment to friendly, helpful service is one of the key factors that distinguish Systech@Net from other Internet cafes.

CONCLUSION
The cyber caf business in Bangladesh is becoming competitive and a sprint to serve better facilities, environment, speed and service. Recent introduction of Wi-Max can boost up this business sector and can create more opportunities for the existing cafes to grow further. But the existing standard cyber cafes are mainly situated in Dhanmondi, Uttara, Banani and other northern sides of Dhaka city, which is the largest limitation of the sector. There is lot of users of internet everywhere around the Dhaka city, so new cyber cafs should be launched all other places of the Dhaka city. Moreover, the cyber cafes should go for extensive customer satisfaction along with ensuring total quality.

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