The Reliability of Philippine internet service providers as viewed by business process outsourcing employees in selected areas of Cavite / by Kaye A. Bibar, Karen Joy E. Catapang, Jessa S. Cortez and Lennon Dhy Lann P. Gabon.

Thesis (Bachelor of Science in Business Management major in Services Management) Cavite State University.

Includes bibliographical references.

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

BIBAR, KAYE A., CATAPANG, KAREN JOY E., CORTEZ, JESSA S., GABON, LENNON DHY LANN. The Reliability of Philippine Internet Service Providers as Experienced by Business Process Outsourcing Employees in Selected Areas of Cavite. Undergraduate Thesis Manuscript. Bachelor of Science in Business Management, major in-Service Management. Cavite State University, Indang, Cavite. August 2022. Adviser: Ms. Tania Marie Melo.

At the start of the pandemic, there was a boom in work-from-home arrangements due to mandatory lockdowns, especially for Business Process Outsourcing (BPO) companies. In working from home, a user's ability to access the internet is made possible by Internet Service Providers (ISP). However, the Philippines has one of Southeast Asia's slowest internet connections and has been a challenge for providers, companies, and consumers. This research is designed to determine the reliability of internet service providers as viewed by the BPO employees working from home in selected areas in Cavite, mainly Imus City, Bacoor City, and the City of Dasmariñas. This study aimed to answer the following: determine the demographic characteristics of the participants; describe the type of internet connection each participant has; describe the reliability of their current internet connection in terms of speed and consistency; determine problems they have encountered in work-from-home setup; and determine customer satisfaction in terms of affordability and customer service. The research methodology is quantitative with a descriptive research approach. The descriptive method was used to discuss the customer's socio- demographic profile, preferred internet service provider, current internet connection reliability, problems encountered, and satisfaction. A survey questionnaire was used to collect data. Due to the ongoing pandemic, the survey was conducted online using Google Forms. Two-stage sampling was used in selecting the participants of the study. The first stage was done through purposive sampling by selecting three municipalities in Cavite. These municipalities were purposively selected since these are the areas in Cavite with the most BPO companies. The second stage was stratified random sampling, in which 150 employees were chosen to participate in the study. Quota sampling is used to determine the number of participants. The results implied that Bacoor has the highest download and upload reliability, Dasmarinas City is second in download reliability but third in upload reliability, and Imus City is third in downloads but second in uploads. In terms of customer satisfaction, participants are pleased with their Internet Service Provider's customer service and its affordability. Overall, participants are satisfied with their ISPs' affordability and customer service. Nevertheless, the ISPs should improve connectivity and customer experience to keep and increase their current satisfied customers to compete against local and foreign competitors. For the readers and especially the BPO employees working from home, it showed that the reliability of these service providers is excellent within the selected areas of Cavite. Lastly, a recommendation for future researchers is to widen the study setting by including a larger area or sample size.

Submitted to the University Library 10/10/2022 T-9063