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    ACKNOWLEDGEMENT Above all, we thank Allah all Mighty who has grant us courage to fulfill our task. We here by

    all thank our course instructor Mr. Aamir Ghafoor, as he has provided us with sufficient knowledge and developed the criteria that we are now capable of gathering and compilation

    of the relevant information.We are also thankful to our family, friends and batch mates for helping us with the queries

    we had during the compilation of the report.

    And rest, we thank all our own selves for brain storming.

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    Table of Contents

    Chapter 1 Introduction1.1 Broad Problem Area1.2 Problem Statement1.3 Objective

    Chapter 2Literature Review

    2.1 Introduction to cellular service providers Study goals

    2.2 Methodology Study design Online survey Interaction experiment Pilot study of instruments Incentives for participants Implementation The participation

    Chapter 3 Theoretical Framework

    3.1 Variables3.2 Diagram

    Chapter 4Hypothesis

    Chapter 5 Research Design

    Chapter 6

    Data Analysis6.1 Frequency Tables6.2 Graphs

    ConclusionQuestionnaire

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    INTRODUCTION

    Telecom industry is growing in Pakistan, with new companies getting license the competitionis tough as a result the consumer is getting benefit and enjoying cheap call rates. With a

    population of 15 million countries, telecom is one of the best revenue generated industry. Asvoice over IP, web conferencing and online video sessions are becoming popular thesecompanies have bright future ahead.Pakistans Telecommunication Industry consists of four major cellular providers:-

    Telenor Warid Telecom Ufone Mobilink Gsm

    TelenorTelenor acquired the license for providing GSM services in Pakistan in April 2004, and haslaunched its services commercially in Islamabad, Rawalpindi and Karachi on March 15,2005. The official opening was held in Islamabad with the President of Pakistan GeneralPervez Musharraf as the guest of honor and a Telenor delegation headed by CEO Telenor JonFredrik Baksaas. On March 23, 2005 Telenor started its services in Lahore, Faisalabad andHyderabad. Telenor has become the second largest cellular network in Pakistan by launchingover 500 destinations in just over a year

    Warid Telecom

    Warid Telecom is backed by The Abu Dhabi Group, one of the largest groups in the MiddleEast. The group is led by HH Shaikh Nahyan Mabarak Al Nahayan who is also Minister of Higher Education and Scientific Research United Arab Emirates. Warid Telecom started itsoperation in May 2005 from PakistanWarid Telecom purchased a licence of TelecomOperator in 2004 from Government of Pakistan and launched the service covering 28 citiesof Pakistan with a total population of around 32 million people. In July 2006 and increasingits coverage 120 cities town highways.Warid Telecom also holds licences to operate long distance international (LDI) and wirelesslocal loop (WLL) businesses in Pakistan. Currently Warid Telecom has more than 7 millioncustomers in Pakistan.

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    Ufone

    PTML, a 100% owned subsidiary of PTCL was established to operate cellular GSM 900services. The company commenced its operations, under the brand name of Ufone, fromIslamabad on January 29, 2001. Ufone expanded its coverage and has added new cities andhighways to its coverage network. Ufone now covers over 100 key cities and prominenthighways across Pakistan providing the customers best quality service and value for money.

    Mobilink GSM

    Mobilink GSM (PMCL), a subsidiary of Orascom Telecom, started its operations in 1994,

    and has become the market leader both in terms of growth as well as having the largestcustomer subscriber base in Pakistan - a base of over 19 Million and growing. We prideourselves on being the first cellular service provider to operate on a 100% digital GSMtechnology in Pakistan that also provides state-of-the-art communication solutions to itscustomers.

    On behalf of governments positive efforts for encouraging incentives, an atmosphere of healthy competition among the cellular companies has been created and now each companyis making its utmost efforts to maintain its quality as well as services and makingcommunication facility more and more accessible to the common man even in the remoteareas by spreading its network. All these companies are striving to get most of the marketshare of telecom industry. According to the new trends in telecom sector, they are now moreemphasizing on customer satisfaction to achieve their ultimate goal i.e. market share.

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    BROAD PROBLEM AREA:

    Every cellular provider thinks they are the market leaders in terms of customer satisfactionclaiming the brand loyalty they enjoy but actually they are depending on the consumers, their demands according which the market trend changes.

    PROBLEM STATEMENT:

    Who is the market leader in the telecommunication industry in terms of customer satisfaction?

    OBJECTIVE:

    The issue of customer satisfaction in Pakistani telecommunications industry focusing on the performance of several mobile phone companies. Literature is reviewed on the topics of consumer loyalty, brand equity, customer satisfaction, customer service principles, etc.Primary research of consumer behavior is conducted through questionnaires. Conclusions aremade on the basis of comparative analysis of four companies identifying their problems andoffering recommendations about how to solve them.

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    LITERATURE REVIEW

    Abstract A review of the literature highlights a number of important issues and provides a number of reasonsfor consumer satisfaction in cellular phone market . As the cellular phone market continues togrow rapidly, customer service is becoming a key factor in attracting new customers andretaining existing customers. Using a two- part design, the Cellular Service Provider Customer Satisfaction Survey (CSPCSS) explores customer service issues in the cellular service industry by investigating consumers. Interactions and satisfaction ratings with their customer service providers. The web-based survey is used to determine consumer

    perceptions of customer service, and factors contributing to these perceptions. The survey

    also aims to better understand how consumer background, cell phone usage and experiencewith customer service affect overall consumer satisfaction when accessing customer service.A small, related experiment also provided additional information on actual consumer experience when interacting with customer service. For a sample population of mostlyuniversity students and young professionals, customer service is considered somewhatsatisfactory and is not an important consideration when selecting cellular service provider.Customer service satisfaction is sensitive to timeliness and ease of access, and manycustomers new to a provider need to call customer services several times to resolve issueslike as billing. Customer service satisfaction is a likely indicator of whether consumers wouldrecommend a provider to others.

    I. Introduction As rates for cellular service fall and the number of new subscribers continues to increase, thedemand for wireless technology is shifting from a luxury service to a need-to-have servicethat relies more on customer service than ever before.? A recent study by JD Power andAssociates reports that the market penetration for cellular phone service in the top 25 marketsin the U.S. is now above 50%, with the cost of acquiring a new customer ranging between$350 - $475.? It is more important than ever for cellular service providers to retain existingcustomers rather than to merely add new ones.? As competition becomes fiercer and themarket becomes more saturated, retaining existing customers and overall customer loyalty

    are becoming key competitive factors for any industry player, with the focus being onsuperior customer service once the initial sale has been made. Additionally, JD Power reports that overall monthly cell phone service usage has grown,increasing 32% in just one year (2000 to 2001).? Along with more usage comes more cellular

    problems. 59% of users reported having problems that required customer service interaction.Customer satisfaction is relying more on the overall customer service experience, an area thathas been traditionally ranked low when compared to other company initiatives.

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    Satisfaction and Quality

    The concepts of satisfaction and quality are often used together, and sometimesinterchangeably. Few researchers have identified the particular relationship between the twoconcepts, however a number of general statements have been made. According to Oliver (1981)"...satisfaction is the emotional reaction following a disconfirmation experience which actson the base attitude level and is consumption-specific" (p. 42). Perceived quality, on the other hand, is defined and contrasted to satisfaction by Berry, Zeithaml, and Parasuraman (1994) as"...a global judgment, or attitude, relating to the superiority of the service, whereassatisfaction is related to a specific transaction"

    Consumer Satisfaction

    Oliver's (1980) lead, consumer satisfaction studies have centered on the relationship betweenexpectations and expectancy disconfirmation (See, for example, Churchill, Jr. andSurprenant, 1982; Spreng, MacKenzie, and Olshavsky, 1996; Bearden and Teel,1983).Expectations are thought to create a frame of reference around which to judge

    performance. The difference between one's expectations and actual results creates thedisconfirmation, which affects satisfaction, depending on the direction of results. Oliver's(1980) model of consumer satisfaction led to the conclusion that expectations impact attitude,which affects intentions, which lead to disconfirmation of expectations, resulting insatisfaction level, which impacts attitude, which in turn, impacts purchase intentions.The beginning analyses of consumer satisfaction focused on satisfaction with products, incontrast to focusing on services. It became clear that the same theory applied to theevaluation of product performance was not applicable to service encounters. The nature of aservice encounter sets it apart from product performance.

    Service Quality

    Berry, Zeithaml, and Parasuraman (1985) draw some conclusions regarding service quality that aresimilar to satisfaction judgements. First, they state that perceptions of quality are related tocomparison of consumers' expectations with experiences. Second, the process of services is equallyimportant as the outcome when quality is concerned, just as the process of the service is importantwhen satisfaction with the service as a whole is in question.

    Study Goals

    In an effort to explore customer service issues and rate consumer satisfaction, we wanted toanswer some of the following questions:

    Who are the cellular consumers and what their cellular phone usage background is?

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    What features drive customer selection of service providers and whether customer service is critical to the selection?In a growth service-based industry, what are post-purchase customer servicesatisfaction levels among consumers?How do satisfaction levels for different service providers compare to one another?

    What is the model of actual customer behavior?What are consumers? Actual experience with customer service like?How would they act upon their perceived notions of customer service?

    We also wanted to find out

    Are there contradictions between customer behavior and perception?What indicators, if any, can predict customer satisfaction within a growth serviceindustry?What is the underlying assumption for each indicator?

    We designed a two-part exploratory study to attempt to answer these questions and gainsome insights for a potentially larger market-based study on customer service satisfactionwith cellular phone service providers?

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    II. Methodology Study DesignThe study design consisted of a broad online survey and a small interaction experiment withcustomer service representatives.

    Online SurveyTo better understand users perceptions of consumer satisfaction with cell phone providerscustomer service, we designed a quantitative survey of service, issues, and customer satisfaction. The survey aimed to reveal consumer attitudes towards cellular service providersand specifically focused on post-signup customer service experience. The topics include:

    Frequency of customer service interactionOverall satisfaction with customer serviceReasons for contacting customer serviceCustomer service interaction preferenceSatisfaction with specific areas of customer serviceRecommendation to friends and family

    Potential confounding variables included participants varied experience with cell phone

    usage and service provider. To better understand our participants as cell phone consumers,we measured cell phone demographics. This includes:

    Current provider Length of usageCost of planMonthly minutes spent on the phoneReasons for choosing provider

    Interaction Experiment

    To gauge actual interaction with customer service representatives on a standardized level, asmall experiment modeled after usability task testing was designed. The experiment aimed todiscover:

    Events leading up to interaction with live customer service representativesOverall customer service reaction to a standardized battery of questions

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    Determining how well representatives can react to questions that involve their suggestions, rather than just factsChecking consistency of specific answers by representatives of the same company

    Participants were to complete the tasks of contacting their respective customer service andobtaining responses to the standard set of questions. While trying to get in touch with acustomer service representative, participants were asked to document number of events theyencountered, and where possible, the sequence of these events. Possible events include:

    Selecting from menu optionsEntering account informationBeing put on holdBeing transferred to various departments/linesReaching a customer service representativeBeing put on hold/transferred by the representative to another representative

    To gauge standardized responses, respondents were given a script to follow which exploreddifferent areas of service including:

    Charges for current customer service callInternational calling charges, specifically exploring the cost of calling SouthAfricaReviewing previous monthly service usage and providing a recommendation of

    plan if current plan is not effective

    The total time to complete the experiment in one call session was recorded. After completinga call, participants were also asked to fill out a post-experiment questionnaire to measuretheir satisfaction with customer service based on the experience.

    Pilot Study of InstrumentsThe survey instrument and experiment kit were designed separately in several iterations.Team members drafted the initial survey and developed the experiment using personalexperience, other search-related survey instruments and past research results as sources. Thesurvey was initially piloted with 2 participants, on paper with a team member at hand toobserve and answer questions. Subsequent iterations tested both the online survey andexperiment with at least one team member present. 3 participants assisted at this stage andallowed us to fine-tune the survey instrument and experiment procedures and forms, as wellas test the web-based survey for technical problems. Pilot participants were not participantsin the full deployment, to avoid the possibility of introducing bias in the results.

    Incentives for participants

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    In order to attract responses, all participants who completed the survey and experimentreceived a $5 gift certificate. The remaining certificates were awarded based on a randomdrawing of online survey participants who provided email addresses for contact. In recruitingemails, the certificates and method of award was also advertised.

    No other compensation or disclosure agreements were associated with participation in thesurvey and the experiment, and participants were assured of anonymity.

    ImplementationThe survey was designed to take approximately 10 minutes for the respondents to complete.It primarily consisted of multi-choice or check box answers instead of open-ended or fill-inanswers. Initial pilots were performed on paper, while the final iteration and ultimatedevelopment used Cold Fusion forms connected to an Access database as our web-basedmethod.

    An experiment kit was prepared for each participant. At least one team member was presentto facilitate the session and observe and take notes on the process. The experiment kit for each participant consisted of:

    Informed consent formInstructions to the participantsList of questions to ask as well as space for responseOne page for recording the details related to the call, including a chart listingevents and space for marking frequency, sequence and extra notes on eventoccurrenceA short 2 page post-experiment questionnaire

    The ParticipationThe online survey of current cellular service targets consumers who had contacted customer service at least once in the past 12 months. Respondents were invited to participate by a shortemail introducing the survey and our intentions, with a link to the web-based survey. Theywere directed to follow the link and fill in their responses electronically. Upon deployment,the survey instrument was posted for 10 days before being closed to participants. The known total sample size is approximately 200. 78 participants responded successfully tothe online survey ( 40% response rate ). The web-based survey was "hit" approximately 100times, and completed successfully 78 times. For the purposes of this analysis, we assume

    each participant completed the survey only once. The final number of survey responses usedfor analysis is 63 , after ruling out those who have had no experience contacting customer service. A small subset of online survey participants also completed the short experiment? 11

    participants completed the experiment successfully? Having filled out the online survey before completing the interaction experiment can affect participants Post-experiment

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    responses. One early intention of the design was to see if there are significant changes tosatisfaction ratings before and after the interaction experiment.

    THEORETICAL FRAMEWORK

    VARIABLE:A variable is a thing that can take on differencing or varying values.

    DEPENDANT VARIABLE:A dependent variable is that variable that lends itself for investigation as a valuable factor.

    INDEPENDANT VARIABLE :An independent variable is one that influences the dependent Variable in either a positive or a negative manner.

    INTERVENING VARIABLE:An intervening variable is one that surfaces between the times the independent variable startoperating to influence the dependent variable and the time their impact is felt upon it.

    Independent Variable

    o Call performance and reliabilityo Customer serviceo Cost of serviceo Billing procedures

    Dependent Variable

    o Customer Satisfaction

    Moderating Variable

    o Organizational Efficiency and effectiveness

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    Intervening Variable

    o Brand Loyalty

    THEORETICAL DIAGRAM

    Call performanceand reliability

    Cost of Services

    Billing procedures

    Customer satisfactionleadership

    Customer Service

    OrganizationalEfficiencyandeffectiveness

    BrandLoyalty

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    Research Hypothesis

    Hypotheses statements

    H 1 Higher levels of service quality are associated with higher levels of customer satisfaction

    a. Higher levels of call quality are associated with higher levels of customer satisfaction b. Higher levels of pricing structure are associated with higher levels of customer

    satisfactionc. Higher levels of convenience in procedures are associated with higher levels of

    customer satisfaction

    H 2 Higher levels of each switching cost are associated with higher levels of the switching barrier

    a. Higher levels of loss cost are associated with higher levels of the switching barrier b. Higher levels of adaptation cost are associated with higher levels of the switching

    barrier

    H 3 Higher levels of customer satisfaction are associated with higher levels of customer loyalty

    H 4 Higher levels of the switching barrier are associated with higher levels of customer loyalty

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    The study in which the researcher wants to delineate the cause of one or more problems is called casual study.

    2 - Correlation studyWhen the researcher is interested in important variables associated with the problem,the study is called correlation study.

    STUDY SETTING 1 - Contrived Setting

    Casual studies are usually done in contrived lab settings .i-e artificial setting.

    2- Non Contrived Setting Correlation studies are invariably conducted in non contrived settings.

    UNIT OF ANALYSIS

    IndividualsDyadsGroupsOrganizationsCulture

    Time Horizon

    1 Cross-sectional A study in which data are gathered just once, perhaps over period of days or weeks or months, in order to answer a research question.

    2 - Longitudinal studies

    In some cases researcher might want to study people and phenomenon at more thanone point in time.

    RESERCHERS INTERFERENCE

    1- Minimal interference2- Moderate interference3- Excessive interference

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    Our Study is

    Purpose of study:

    Descriptive Study

    Type of investigation :

    It is a correlational study on the basis that we intended to correlate thevariables (features) of a customer satisfaction in telecommunication industry to a dependentvariable of customer satisfaction leadership.

    Study Setting:

    It is a non contrived study because it is a correlational study.

    Unit of analysis:

    Our unit of analysis is individual because we administered the questionnaireson individuals.

    Time Horizon:

    Our time horizon was cross-sectional because the data collected was just once.

    Researchers Interference:

    Minimal

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    The connection you are using = Mobilink

    N Mean MedianValid Missing

    It is being assumed that cellularphones are becoming priority for

    every age group.

    10 0 3.6 3.5

    Your level of satisfaction towardsyour cellular provider is High.

    10 0 3.4 3

    The quality of National/Internationalcalls (incoming/out going) is

    excellent.

    10 0 3.6 3.5

    The National/Internationalmessaging service is excellent.

    10 0 3.2 3

    The accessibility to the location of customer service centers is

    convenient.

    10 0 2.7 3

    Your cellular service providerprovides the service as promised 10 0 3.6 3.5

    A prompt response is given towardsyour complaints and suggestions

    10 0 2.9 3

    The way CSRs handle yourqueries/questions is up to your

    expectations

    10 0 2.7 3

    Do you think your cellular serviceprovider is providing better services

    as compare to other mobileconnections

    10 0 3.6 4

    National/International call chargesare appropriate

    10 0 2.9 3

    National/International messagingcharges are reasonably priced.

    10 0 2.6 2.5

    Package prices offered by yourcellular service provider are fair

    10 0 3.9 4

    The availability of cards or post paidbilling methods is convenient

    10 0 3.6 3

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    Frequency Tables & Pie Charts

    It is being assumed that cellular phones are becoming priority for every age group

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 5 50.0 50.0 50.0

    agree 4 40.0 40.0 90.0disagree 1 10.0 10.0 100.0

    Total 10 100.0 100.0

    disagreeagreeneutral

    it is being assumed that cellular phones are becoming priority for every agegroup

    Your level of satisfaction towards your cellular provider is high

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 6 60.0 60.0 60.0

    agree 4 40.0 40.0 100.0Total 10 100.0 100.0

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    agreeneutral

    your level of satisfaction towards your cellular provider is high

    The quality of national/international (incoming/outgoing) is excellent

    Frequency Percent Valid Percent CumulativePercentValid Neutral 5 50.0 50.0 50.0

    Agree 4 40.0 40.0 90.0Strongly agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    strongly agreeagreeneutral

    the quanlity of national/international (incoming/outgoing) is excellent

    The national/international messaging service is excellent

    Frequency Percent Valid Percent Cumulative PercentValid disagree 1 10.0 10.0 10.0

    Neutral 6 60.0 60.0 70.0Agree 3 30.0 30.0 100.0Total 10 100.0 100.0

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    agreeneutraldisagree

    the national/international messaging service is excellent

    The accessibility to the location of customer service centers is convenient

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 4 40.0 40.0 40.0

    neutral 5 50.0 50.0 90.0agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    agreeneutraldisagree

    the accessibility to the location of customer service centres is convenient

    Your cellular service provider provides the service as promised.

    Frequency Percent Valid PercentCumulative

    PercentValid strongly disagree 1 10.0 10.0 10.0

    Neutral 4 40.0 40.0 50.0Agree 2 20.0 20.0 70.0strongly agree 3 30.0 30.0 100.0Total 10 100.0 100.0

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    strongly agreeagreeneutralstrongly disagree

    Your cellular service provider provides the service as promised.

    A prompt response is given towards your complaints and suggestions.

    Frequency Percent Valid PercentCumulative

    PercentValid strongly disagree 1 10.0 10.0 10.0

    Neutral 8 80.0 80.0 90.0Agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    agreeneutralstrongly disagree

    A prompt response is given towards your complaints and suggestions.

    The way CSRs (the customer services representative) handle your queries/questions is up to your expectations

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 3 30.0 30.0 30.0

    neutral 7 70.0 70.0 100.0Total 10 100.0 100.0

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    neutraldisagree

    The way CSRs (the customer services representative) handle your queries/questions is up to your expectations

    Do you think your cellular service provider is providing better services as compare to other mobile

    connections.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 4 40.0 40.0 40.0

    agree 6 60.0 60.0 100.0Total 10 100.0 100.0

    agreeneutral

    Do you think your cellular service provider is providing better services ascompare to other mobile connections.

    National/International call charges are appropriate.

    Frequency Percent Valid PercentCumulative

    PercentValid strongly disagree 1 10.0 10.0 10.0

    Disagree 1 10.0 10.0 20.0Neutral 6 60.0 60.0 80.0Agree 2 20.0 20.0 100.0Total 10 100.0 100.0

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    agreeneutraldisagreestrongly disagree

    National/International call charges are appropriate.

    National/International messaging charges are reasonably priced.

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 5 50.0 50.0 50.0

    neutral 4 40.0 40.0 90.0agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    agreeneutraldisagree

    National/International messaging charges are reasonably priced.

    Package prices offered by your cellular service provider are fair.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 2 20.0 20.0 20.0

    agree 7 70.0 70.0 90.0strongly agree 1 10.0 10.0 100.0Total 10 100.0 100.0

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    stronglyagreeagreeneutral

    Package prices offered by your cellular service provider ar e fair.

    The availability of cards or post paid billing methods is convenient.

    Frequency Percent Valid PercentCumulative

    PercentValid Neutral 6 60.0 60.0 60.0

    Agree 2 20.0 20.0 80.0strongly agree 2 20.0 20.0 100.0Total 10 100.0 100.0

    strongly agreeagreeneutral

    The availability of cards or post paid billing methods is convenient.

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    The connection you are using = TelenorN Mean Median

    Valid MissingIt is being assumed that cellular

    phones are becoming priority forevery age group.

    10 0 3.4 3

    Your level of satisfaction towardsyour cellular provider is High.

    10 0 2.7 3

    The quality of National/Internationalcalls (incoming/out going) is

    excellent.

    10 0 2.9 3

    The National/Internationalmessaging service is excellent.

    10 0 3.1 3

    The accessibility to the location of customer service centers is

    convenient.

    10 0 2.5 2.5

    Your cellular service providerprovides the service as promised

    10 0 2.3 2

    A prompt response is given towardsyour complaints and suggestions

    10 0 2.3 2

    The way CSRs handle yourqueries/questions is up to your

    expectations

    10 0 2 2

    Do you think your cellular serviceprovider is providing better services

    as compare to other mobileconnections

    10 0 2.1 2

    National/International call chargesare appropriate

    10 0 1.9 2

    National/International messagingcharges are reasonably priced.

    10 0 2.5 2.5

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    Package prices offered by yourcellular service provider are fair

    10 0 2.6 3

    The availability of cards or post paidbilling methods is convenient

    10 0 3.1 3

    Frequency Tables & Pie Charts

    It is being assumed that cellular phones are becoming priority for every age group.

    Frequency Percent Valid PercentCumulative

    PercentValid Neutral 6 60.0 60.0 60.0

    agree 4 40.0 40.0 100.0Total 10 100.0 100.0

    agree

    Neutral

    It is being assumed that cellular phones are becoming priority for every agegroup.

    Your level of satisfaction towards your cellular provider is high.

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 3 30.0 30.0 30.0

    neutral 7 70.0 70.0 100.0Total 10 100.0 100.0

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    neutraldisagree

    Your level of satisfaction towards your cellular provider is high.

    The quality of National/International calls (incoming/out going) is excellent.

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 4 40.0 40.0 40.0

    neutral 3 30.0 30.0 70.0agree 3 30.0 30.0 100.0Total 10 100.0 100.0

    agreeneutraldisagree

    The quality of National/International calls (incoming/out going) is excellent.

    The National/International messaging service is excellent.

    Frequency Percent Valid PercentCumulative

    PercentValid disagree 3 30.0 30.0 30.0

    neutral 3 30.0 30.0 60.0agree 4 40.0 40.0 100.0Total 10 100.0 100.0

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    agreeneutraldisagree

    The National/International messaging service is excellent.

    The accessibility to the location of customer service centres is convenient.

    Frequency Percent Valid PercentCumulative

    PercentValid Disagree 5 50.0 50.0 50.0

    Neutral 5 50.0 50.0 100.0Total 10 100.0 100.0

    NeutralDisagree

    The accessibility to the location of customer service centres is convenient.

    Your cellular service provider provides the service as promised.

    Frequency Percent Valid PercentCumulative

    PercentValid Disagree 7 70.0 70.0 70.0

    Neutral 3 30.0 30.0 100.0Total 10 100.0 100.0

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    NeutralDisagree

    Your cellular service provider provides the service as promised.

    A prompt response is given towards your complaints and suggestions.

    Frequency Percent Valid PercentCumulative

    PercentValid Disagree 7 70.0 70.0 70.0

    Neutral 3 30.0 30.0 100.0Total 10 100.0 100.0

    NeutralDisagree

    A prompt response is given towards your complaints and suggestions.

    The way CSRs (the customer services representative) handle your queries/questions is up to your expectations

    Frequency Percent Valid PercentCumulative

    PercentValid Strongly Disagree 2 20.0 20.0 20.0

    Disagree 6 60.0 60.0 80.0Neutral 2 20.0 20.0 100.0Total 10 100.0 100.0

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    NeutralDisagreeStrongly Disagree

    The way CSRs (the customer services representative) handle your queries/questions is up to your expectations

    Do you think your cellular service provider is providing better services as compare to other mobileconnections.

    Frequency Percent Valid PercentCumulative

    PercentValid Strongly Disagree 1 10.0 10.0 10.0

    Disagree 7 70.0 70.0 80.0Neutral 2 20.0 20.0 100.0Total 10 100.0 100.0

    NeutralDisagree

    Strongly Disagree

    Do you think your cellular service provider is providing better services ascompare to other mobile connections.

    National/International call charges are appropriate.

    Frequency Percent Valid PercentCumulative

    PercentValid Strongly Disagree 3 30.0 30.0 30.0

    Disagree 5 50.0 50.0 80.0Neutral 2 20.0 20.0 100.0

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    Total 10 100.0 100.0

    NeutralDisagreeStrongly Disagree

    National/International call charges are appropriate.

    National/International messaging charges are reasonably priced.

    Frequency Percent Valid PercentCumulative

    PercentValid Strongly Disagree 1 10.0 10.0 10.0

    Disagree 4 40.0 40.0 50.0Neutral 4 40.0 40.0 90.0Agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    AgreeNeutralDisagreeStrongly Disagree

    National/International messaging charges are reasonably priced.

    Package prices offered by your cellular service provider are fair.

    Frequency Percent Valid PercentCumulative

    PercentValid Strongly Disagree 1 10.0 10.0 10.0

    Disagree 3 30.0 30.0 40.0neutral 5 50.0 50.0 90.0

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    Agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    AgreeneutralDisagreeStrongly Disagree

    Package prices offered by your cellular service provider are fair.

    The availability of cards or post paid billing methods is convenient.

    Frequency Percent Valid PercentCumulative

    PercentValid Disagree 3 30.0 30.0 30.0

    NEUTRAL 4 40.0 40.0 70.0agree 2 20.0 20.0 90.0Strongly agree 1 10.0 10.0 100.0Total 10 100.0 100.0

    Strongly agree

    agreeNEUTRALDisagree

    The availability of cards or post paid billing methods is convenient.

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    The connection you are using = Ufone

    N Mean MedianValid Missing

    It is being assumed that cellularphones are becoming priority for

    every age group.

    10 0 3.5 3.5

    Your level of satisfaction towardsyour cellular provider is High.

    10 0 3.7 4

    The quality of National/Internationalcalls (incoming/out going) is

    excellent.

    10 0 3.5 3.5

    The National/Internationalmessaging service is excellent.

    10 0 3.5 3.5

    The accessibility to the location of customer service centers is

    convenient.

    10 0 3.5 3.5

    Your cellular service providerprovides the service as promised

    10 0 3.7 4

    A prompt response is given towardsyour complaints and suggestions

    10 0 3.5 4

    The way CSRs handle yourqueries/questions is up to your

    expectations

    10 0 3.5 3.5

    Do you think your cellular serviceprovider is providing better services

    as compare to other mobileconnections

    10 0 4.3 4.5

    National/International call chargesare appropriate

    10 0 4.5 5

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    National/International messagingcharges are reasonably priced.

    10 0 4.5 5

    Package prices offered by yourcellular service provider are fair

    10 0 4.5 5

    The availability of cards or post paidbilling methods is convenient

    10 0 4.3 4.5

    Frequency Tables & Pie Charts

    It is being assumed that cellular phones are becoming priority for every age group.

    Frequency Percent Valid PercentCumulative

    PercentValid NEUTRAL 5 50.0 50.0 50.0

    Agree 5 50.0 50.0 100.0

    Total 10 100.0 100.0

    Your level of satisfaction towards your cellular provider is high.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 3 30.0 30.0 30.0

    agree 7 70.0 70.0 100.0Total 10 100.0 100.0

    The quality of National/International calls (incoming/out going) is excellent.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 5 50.0 50.0 50.0

    agree 5 50.0 50.0 100.0Total 10 100.0 100.0

    The National/International messaging service is excellent.

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    Frequency Percent Valid PercentCumulative

    PercentValid neutral 5 50.0 50.0 50.0

    agree 5 50.0 50.0 100.0Total 10 100.0 100.0

    The accessibility to the location of customer service centers is convenient.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 5 50.0 50.0 50.0

    agree 5 50.0 50.0 100.0Total 10 100.0 100.0

    Your cellular service provider provides the service as promised.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 3 30.0 30.0 30.0

    agree 7 70.0 70.0 100.0Total 10 100.0 100.0

    A prompt response is given towards your complaints and suggestions.

    Frequency Percent Valid PercentCumulative

    PercentValid Disagree 1 10.0 10.0 10.0

    neutral 3 30.0 30.0 40.0agree 6 60.0 60.0 100.0

    Total 10 100.0 100.0

    The way CSRs (the customer services representative) handle your queries/questions is up to your expectations

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 5 50.0 50.0 50.0

    agree 5 50.0 50.0 100.0Total 10 100.0 100.0

    Do you think your cellular service provider is providing better services as compare to other mobile

    connections.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 2 20.0 20.0 20.0

    agree 3 30.0 30.0 50.0strongly agree 5 50.0 50.0 100.0Total 10 100.0 100.0

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    National/International call charges are appropriate.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 1 10.0 10.0 10.0

    agree 3 30.0 30.0 40.0

    strongly agree 6 60.0 60.0 100.0Total 10 100.0 100.0

    National/International messaging charges are reasonably priced.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 1 10.0 10.0 10.0

    agree 3 30.0 30.0 40.0strongly agree 6 60.0 60.0 100.0Total 10 100.0 100.0

    Package prices offered by your cellular service provider are fair.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 1 10.0 10.0 10.0

    agree 3 30.0 30.0 40.0strongly agree 6 60.0 60.0 100.0Total 10 100.0 100.0

    The availability of cards or post paid billing methods is convenient.

    Frequency Percent Valid PercentCumulative

    PercentValid neutral 2 20.0 20.0 20.0

    agree 3 30.0 30.0 50.0strongly agree 5 50.0 50.0 100.0Total 10 100.0 100.0