Assessment on the Services of Internet Provider in Camarin, Caloocan City: towards Customer Satisfaction

Vol.3, No.1A

Abstract

The internet has become necessary, and looking at the current situation worldwide, including in the Philippines, where Filipinos are known as ever-curious minds about different technologies. Since the pandemic began in the year 2020, the demand for the internet has gone through the roof, with work-from-home and online class arrangements becoming the norm since people wanted to have internet in their homes and the internet connection became slower since the internet provider gained more subscribers, especially during this pandemic (Camus, 2020). The problem arose because the subscribers from Camarin, Caloocan City, have been experiencing the same problem, such as slow internet connection and delayed responses to inquiries and complaints (Internet Provider, Caloocan North, 2018). The researchers came up with this study to attain customer satisfaction by assessing the services of internet providers. This study utilized a descriptive research method of design with the subscribers of the internet provider in Camarin, Caloocan City. The sample of fifty (50) internet subscribers is the participants of this study using a purposive sampling technique. To answer the research problem, the instrument used is a questionnaire through an online survey (Google form) with statistical tools such as frequency and percentage, weighted mean, and rankings. Based on the analysis and interpretation made in the results, the following conclusions were drawn: the majority of the respondents were students who are residents of Barangay 178 of Camarin, Caloocan City, subscribed to the Fiber X 1500 plan, and use social media as their complaint platform. However, the subscribers rated the services as “satisfied” regarding installation, upgrading plans, customer support, and maintenance. In addition, most of the frequent complaints are about slow or unstable internet connections. The data could help improve their services to attain their subscribers’ satisfaction by considering the recommendations; these include that customer service agents need the mental flexibility to respond quickly on whatever complaint platform the subscriber prefers, and the company must provide 24/7 live chat support for every subscriber. It must provide first-class training to its customer service representatives to be more flexible, well-trained, and knowledgeable in attaining customer satisfaction.