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Marketing research
on
Consumer satisfaction towards Internet Service
Providers

Submitted to
Prof. Priyadarshan Patil

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A key managerial challenge, of interest to academics and practitioners alike, is the assessment
and management of customer satisfaction. In this paper, we examine the underlying processes
involving consumer satisfaction and switching patterns among ISPs using different satisfaction
models, including the expectations-disconfirmation model, the attribution model, and an
affective model. Consumers attribute their dissatisfaction to ISP indifference and believe that
managing dissatisfaction is within the control of the ISP. Moreover, ³affective´ factors play an
important role in satisfaction processes and switching behavior. Customer service including
technical support and responsiveness of service staff is an important ³determinant´ factor in ISP
selection.

 
 
   




 
  

Marketing research is the systematic gathering, recording, and analysis of data about issues
relating to marketing products and services.

The goal of marketing research is to identify and assess how changing elements of the marketing
mix impacts customer behavior.


 

Over the years, internet provides numerous advantages in the lives of people. An example of that
is, it gives better accessibility to communicate with our family and friends living in other country
like through email, chat or call which makes it instant and a cheapest form of communication
compared when a person calls by phone or sending a snail mail that will take a week to receive
by the recipient.

As usual an internet provides educative materials to the people especially to those like to find out
references.
However, an internet plays at a great role to provide past and current information in all three
spheres of human being life, which are social, political and economic.

The assessment and management of customer satisfaction is the important aspect of Internet
service providers (ISPs). Our research is based on the consumer satisfaction towards internet
services providers. We made a questionnaire for getting the exact information about the
satisfaction and dissatisfaction of the target consumer i.e. Domestic Consumers.



    
      
[ Scale type question,
[ Descriptive type of question,
[ Short question,
[ panking question,
[ Check list,
[ Multiple choice question,
[ Closed ended questions,

We have been used our different sources for the first hand data for our research. !

 
 has been used for our research because the research has been done
on the domestic customer " #   
!   has been used for this research.

    


   

[ Thane District,
[ Mumbai,
[ mavi Mumbai.



 
The research includes descriptive method and Data collection Method .

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Descriptive research, also known as statistical research, describes data and characteristics about
the population or phenomenon being studied. Descriptive research answers the questions who,
what, where, when and how...


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Data collection is a term used to describe a process of preparing and collecting data - for
example as part of a process improvement or similar project.

The purpose of data collection is to obtain information to keep on record, to make decisions
about important issues, to pass information on to others.
[ !
 

The Survey method is the technique of gathering data by asking questions to people who are
thought to have desired information. A formal list of questionnaire is prepared. Generally a non
disguised approach is used. The respondents are asked questions on their demographic interest
opinion.

 

     
 
 
[ Student
[ àmployed
[ Others

During the survey we have used our different sources for getting right information, for that we
have visited to shops, building, Coaching Classes, Platforms of particular areas, Homes etc.
The following are some technical data of the Satisfied Customers toward Internet Service
Providers at area wise:-


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Local Cable met 100% 87.% Speed Should Good Service
83%
be maximized providing with
Tata 80% 100% minimum cost
88%
& maximize
Hathway 66% 84.% speed.
96%
Idea mil 66% Services should
85% be available in
peliance mil 75% down side area
83%
BSmL / MTmL 83% 85%
81%
Others 41% 53%
75%
We have analysis on the basis of above data that dissatisfied consumer towards IPSs has
following reasons

[ The speed of ISPs is low because of insufficient network in particular area

[ The Strategy and target consumer is different so down area consumer unable to get
sufficient service.

[ The local cable met have already tie up with different builders so for other IPSs in this
particular area difficult to make position in consumers mind.




[ Speed should be improve
[ Minimum Cost
[ Good metwork 
[ Customer Care Service Should be improve

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We suggest that as the ISP market matures, service providers that pay attention to affective
factors and to building ³relationships´ with their customers will have a competitive advantage in
the marketplace of the future.

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