Perception of Metronians on their Preferred Mobile Phone Service Subscription (Research Study)

PERCEPTION OF METRONIANS ON THEIR

PREFFERED MOBILE PHONE SERVICE SUBSCRIPTION

ADEM, Angel Grace A. ABULENCIA, Josephine C.

MORALES, Princess S. PASCUAL, Reena Tessa S.

SALVADORA, Levi C.

November 5, 2015

THE PROBLEM AND ITS BACKGROUND

“Quality in a service or product is not what you put into it. It is what the client or customer gets out of it”

– Peter Drucker

Quality in Service need to be seen and defined from the eyes of customers. According to Joshi, Customers must be able to experience the value and the quality of the certain service and then define its worthiness. As customers, they wanted to received the right value for their money and seeks a service that is worthy for their trust.


• Today, with two billion messages sent every day, Philippines generates the largest SMS volume in the world.

• It accounted for more than 10% of global SMS at one stage.


Hence, several services emerge in the market offering services related to telecom industry.Two of the most popular and major commutation service provider in the country were:

Globe Telecom Inc. and Smart Communications Inc.

These two offers the same service but he difference lies on the quality and satisfaction that customers received


Subscribers get confused with plans and services offered by various service providers. They are frustrated with lack of clarity in tariff and hidden charges offered by service providers. They are also confused on what is the best service subscription that will fit to their lifestyle.

Hence, this study is set to find out the perception of telecommunication subscribers and their viewpoints on the service quality of their preferred phone service providers.


RESEARCH DESIGNDescriptive Method is utilized;

according to Dr. Y.P. Aggarwal (2008) descriptive method is devoted to the gathering of information about prevailing conditions or situations for the purpose of description and interpretation

RESPONDENTSThe respondents of this study

are 95 mobile phone users out of 2,083 total population of Metro Manila College, taken from Slovin’s Formula with 10 percent margin of errors.

SAMPLING TECHNIQUEResearchers utilized Simple

Random Sampling for they consider it as the best way of selecting respondents from the given population since every member is given an equal chance of being selected.

STATEMENT OF THE PROBLEM

This study aims to determine the points of views and perception of mobile phone owners on the services offered by their chosen telecommunication service providers.

Specifically, this seeks to answer the following questions:

1. How may the respondents be described in terms of

1.1 age1.2 gender1.3 civil status1.4 educational background


1.5 current occupation1.6 monthly income1.7 telecom service provider1.8 service subscription

2. What is the prevailing perception of mobile phone owners on the services offered by their respective preferred telecommunication service providers anent the following and up to what extent?2.1 Post-paid subscription2.1 Prepaid subscription


3. To what degree of satisfaction and loyalty do the phone subscribers have in line with their telecommunication service subscription?

4. What problems have been encountered by mobile phone owners while being provided with services by their telecommunication subscription and how those issues were given solutions?

5. Why should the management of telecom service providers keep on improving their services to subscribers?

6. How may the findings be utilized to guide the mobile phone owners in choosing prepaid or post-paid subscription and improving the services of telecom providers?


SUMMARY OF FINDINGSBased on the gathered data the

researchers had summed up the following findings:1. Profile of the Respondents

1.1 Forty- three (43) or 44 percent of the respondents are between the age group of 16 – 20 years old.1.2 Fifty-four (54) or 57 percent of the respondents are female and forty-one (41) or 43 percent are female.1.3 Eighty-one (81) or 85 percent of the respondents are single.

2. Both Prepaid and Post-paid users perceived that their service provider “Understand their needs”, “Easy to Contact the right people and respond promptly”, and “Useful and Easy to use”. Prepaid Users also believes that “Services centers are accessible”, while Post-paid users believe that “Services are convenient”.

SUMMARY OF FINDINGS

SUMMARY OF FINDINGS3. Prepaid users are highly satisfied

towards the services offered by their service provider in line with their service subscription, while Post-paid users are satisfied on their service subscription.

SUMMARY OF FINDINGS4. The Prepaid users’ problem in connection with

their subscription are: “Unable to Connect to the network”, having “Limited Text”, “Unexpected Charges”, “Failed Text Messages”, and “Hard to contact with Reloading Operator”. To solve these problems, the possible solutions are “Mobile service providers must put up additional cell towers”, “Subscribe in a promo that suits to your needs”, “Monitor your usage and spent amount”, “Contact your service provider and see if the problem is in their end”, and “Check the signal of phone”.

SUMMARY OF FINDINGSPost-paid users, they encounter these problems in their subscription: "No network coverage at some areas in the country”, “Limited Internet Browsing”, “Unexpected Charges”, “Failed Text Messages”, and “Hard to Contact Customer Operator”. The possible solutions to these problems are: “Mobile service providers must put up additional cell towers”, to “Monitor how much have you already consumed”, “Monitor your usage and spent amount”, “Change your service provider which has a better connection”, and “Check the signal of the phone”.

RECOMMENDATIONFor Mobile Phone Owners• Should be certain of their needs on their lifestyle with regards to their service subscription.• Should know their financial capability to maximize its value.• Should be aware of the services offered by different service providers.

For Telecom Service Providers• Should improve and enhance

their services to satisfy the needs of their customers.

• Should be prompt in attending to the problems of their services that their customers encounter.

RECOMMENDATION

For Service-Oriented Business• Should be updated on the

changing demand of their customers.

• Should understand the needs and wants of customers to be able to meet their expectations.

RECOMMENDATION

For Application Providers• Should provide new applications

that suit on the lifestyle of the majority to attract customers.

RECOMMENDATION

For Application Providers• Should provide new applications

that suit on the lifestyle of the majority to attract customers.

RECOMMENDATION

For Future Researchers• In relation to the perception of

mobile phone owners on their service subscription, the result of this study can be a guide for their further research.

RECOMMENDATION

Thank You !GOD SPEED

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Perception of Metronians on their Preferred Mobile Phone Service Subscription (Research Study)