Customer satisfaction of household on landline service providers in selected cities of Cavite / by Maricar D. Gumboc and Eloisa S. Regala.

Thesis (BS Business Management--Marketing Management) Cavite State University

Includes bibliographical references.

College of Economics, Management, and Development Studies (CEMDS)

GUMBOC, MARICAR D. and REGALA, ELOISA S. Customer Satisfaction of Households on Landline Service Providers in Selected Cities of Cavite. Undergraduate Thesis. Bachelor of Science in Business Management major in Marketing Management. Cavite State University, Indang, Cavite. April 2016. Adviser: Ms. Mailah M. Ulep.
The study was conducted on randomly separated households in selected cities of Cavite from September 2015 to February 2016.
The study attempted to determine the socio-economic characteristics of landline
subscribers, determine the subscribers' landline services information, such as
subscription period, related services availed, and reasons for subscription, determine the
subscribers' reasons for subscription to mobile services in conjunction with landline
subscription, determine the households' landline service provider's share in overall
household telecommunication expenditure, determine the level of satisfaction in terms of reliability, responsiveness, assurance, empathy and tangibility, evaluate significant
difference between the level satisfaction of PLDT and Globe landline subscribers in terms of reliability, responsiveness, assurance, empathy and tangibility and identify the
problems encountered by the subscribers with their subscribed landline service.
The researchers used two types of research designs, the descriptive and comparative methods. In addition, Frequency, Percentage, Mann Whitney U test and ranking were employed to interpret and answer the objectives of the study.
From the result of the gathered data, household size is composed of 3 to 4 adults and 2 children. The household monthly income of the participants ranged from P2, 000 to
P80, 000 and twenty six percent (26%) percent of the participants answered that their
household monthly income is ranging from P 10, 000 to P20, 000 per month and it is assumed that the subscribers are still capable of paying and availing landline and other related services.
Majority of the participants (98%) were using mobile services in conjunction with subscribed landline services. Seventy one percent of the participants believed that using mobile phones is more beneficial because it is wireless and can be used to call from anywhere.
From the telecommunication expenditure of households, subscribers usually allots P 1,001 to P 1,500 monthly as a fix and low subscription fee for landline services, which serves as a strong indicator that household subscribers allocate a particular budget for this particular spending. While the amount of monthly bill on mobile services, ranged from P 100 to P 10,000 with an average ofP934.50.
In terms of service quality, both PLDT and Globe landline subscribers are happy with the service of their current landline service provider.
Although there are other service providers in their areas, majority of the participants stated that they are not willing to shift to other landline service provider.
For the last part of the result of the conducted survey, low signal connectivity was the major problems encountered by the PLDT landline subscribers while dial tone was the major problems of Globe landline subscribers.

Submitted copy to the University Library. 02/14/2017 T-6270