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THE STATISTICAL REPORT OF DATAS ABOUT CUSTOMER SATISFACTION

OF SECOND YEAR MARKETING MANAGEMENT STUDENTS
REGARDING ON THEIR NETWORK PROVIDER

By.
Robin B. Alap-ap
Kristian Jeo T. Caravana
Joshua B. Caylar
Christian E. Espinosa
Nickerson S. Malana
Joey L. Mirabueno
S.Y. 2009-2010

UNIVERSITY OF CALOOCAN CITY

April 10, 2010
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THE STATISTICAL REPORT OF DATAS ABOUT CUSTOMER SATISFACTION

OF SECOND YEAR MARKETING MANAGEMENT STUDENTS
REGARDING ON THEIR NETWORK PROVIDER

A RESEARCH PAPER
Presented to
The College of Business And Accountancy
University of Caloocan City
Camarin, Caloocan City

In partial fulfillment of the requirements for the course

Basic Statistics, Bachelor of Science in Business Administration
Major in Marketing Management

By.
Robin B. Alap-ap
Kristian Jeo T. Caravana
Joshua B. Caylar
Christian E. Espinosa
Nickerson S. Malana
Joey L. Mirabueno

S.Y. 2009-2010
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DEDICATION

We would like to dedicate this research work, first, to our Almighty God

who gave us strength, knowledge, and wisdom we’ve needed. Second, to our family who gave

us financial needs and for being understanding in doing our research work. We will also like to

dedicate this research work to our dear professor in Statistics Mr. Gonzales. And lastly, to our

fellow and beloved classmates, friends, and schoolmates for having contribution in the success

of our research work.

-Researchers
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ACKNOWLEDGEMENT

We would like to thank the following individual and some Institution because of

the contribution and support to achieve the realization of this research work.

-First of all our Almighty God for giving the researchers the strength, patience,

knowledge, wisdom, and unity to accomplish our research work.

-Our professor in Statistics, Mr. Gonzales for giving this task for us to apply

our knowledge to future project.

- The students of marketing management 2A, 2B, 2C, and 2D by giving their time

to answer our survey questioner prepared.

- We would like to thank also our parent for being supportive, and understand on

doing research paper.

-Thank you also on the web-site of SMART, GLOBE, and SUN CELLULAR.

for giving and imposing information about their respective network.

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-Thank you to the website http//:www.scribd.com for their great help to accomplish this

research study.

TO GOD BE THE GLORY!!

-Researchers
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Chapter 1

INTRODUCTION
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THE BACKGROUND OF THE STUDY

This research paper aims to know what telecommunication network gives more

satisfaction to the second year students of marketing management and to fulfill the following

objectives:

1. To know what sim card is being used by many?

2. To know the satisfaction rate of our respondents?

3. To know if they encounter problems and how often does happen?

4. To share this particular research for future reference?

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STATEMENT OF THE PROBLEM

Our main purpose in this research was to know the customer satisfaction rating

of second year marketing management students.

Specifically, our research sought to answer the following problems:

1. What SIM are you using right now?

2. How often do you reload your SIM?

3. How long you are subscribe in this network?

4. Do you encounter problems with the network you are using now?

How often it happens?

5. Are you satisfied with the services that your network provides?
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SIGNIFICANCE OF THE STUDY

The researchers believed that this research is important.

It can be a source of reference for future use of other people. By the use of this

reference, you will be able to know the satisfaction of the respondents provided by their

network company.

This research also aims to know the weaknesses of the networks. This can be also

beneficial to those market researchers in doing their studies.

Retailers can be also benefit on this study for they now what network as most

preferred by their customers.

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DEFINITION OF TERMS
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Chapter 2

LITERATURE

THE LEADING TELECOMMUNICATION COMPANY IN THE PHILIPPINES

Sun Cellular

Raissa Anne S. Bola, former CEO of Sun Cellular. According to him. Before Sun

entered the market, the competing giants Globe and Smart had been running smoothly

and its competing for the same price of service, while the lowest-cost providers namely

Touch Mobile ( a wholly-owned brand of Globe) and Talk n’ Text ( a wholly-owned

brand of Smart) offers low prices on calls and services.

Sun Cellular is one of today’s biggest wireless telecommunication providers in

the Philippines that first introduced the UNLIMITED Call and TEXT in the market. This

strategy boosted the company into its success today. But this wasn’t the case back on its

beginnings, the Cellular Mobile Philippine Phone, Sun isn’t even in the middle of its

success today.
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When Sun Cellular entered the scene the two giants did not feel threatened by

the newcomer. Sun was left behind and needed of a plan to lure more subscribers to

their network. This became the origin of the UNLIMITED pricing scheme. Sun used

this strategy to lure customer, and sure enough, the population grew each week. Globe

and Smart, who was caught unaware with this powerful strategy, were forced to follow.

Suns, today is providing the best offers and services for it’s subscribers, Sun Cellular is

branded as the fastest growing network in the Philippines.

Smart

Smart has built a reputation for innovation, having introduced world-first wireless

data services, including mobile commerce services such as Smart Money, Smart load and

Smart padala. Smart also offers 3G and HSPA services. It’s Smart Link service provides

communications to the global maritime industry. Smart Broadband Inc., a wholly-owned

subsidiary , offers a wireless broadband service, Smart BRO. Smart is a wholly-owned

subsidiary of the Philippines leading telecommunication carrier, the Philippines Long

Distance Company.
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Globe

Is a leading telecommunications company in the Philippines, our mission is to

transform and enriched lives through communications by way of our vision of making

great things possible.

Through our renewed commitment to “ enriching lives through east and

relevance”, our goal is to enrich everyday communications by simplifying and removing

obstacle in communication technology so that we bring our customers closer to what

matters to them most.

RELATED STUDIES
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SYNTHESIS OF RELATED STUDIES

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INPUT PROCESS OUTPUT

Respondents
Asking the students satisfaction Plan of action for
 nd
31 2 year A
regarding their network provider continuous
Marketing
Management  2nd year Marketing improvement of their
students Management students
 20 2nd year B network provider.
 Students Attitude
Marketing  Tabular Method
Management
 Statistical Treatment of
students
data
 28 2nd year C
 Analysis of Data
Marketing
Management
students
 33 2nd year D
Marketing
Management
students
 Questionnaire
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Fig. 1 The Research Paradigm

Frame one of the model shows the students respondent who are taking

Marketing Management. These second year students of Marketing Management

are involved of plan of action for continuous improvement of their network

provider. It also include questionnaire – graph that will help the researcher elicit

the necessary information from the respondents.

Frame two consists of asking the students satisfaction regarding their

network provider, basically on the areas of second year Marketing Management

students. The availability of second year marketing Management students

including students attitude, the statistical treatment, tabular data, and analysis

of gathered data.

Frame three consists of the action plan for continuous improvement of

their network provider as a whole to ensure the benefits, not only on the

Marketing Management students needs but more also in other people.

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Chapter 3

METHODOLOGY

This chapter describes the research design, research environment, respondents of

the study, data gathering procedure, instrument and statistical treatment of data.

Research Design

This research made use of Tabular Method to know what is popular being use by

the students of the University of Caloocan City. The research is also made by using a

questionnaire that best fit to our research . This design was used because it involves a set

of student has been using different SIM Cards.

Research Environment

Course of Bachelor of Science in Business Administration Major in Marketing

Management in second year level has four sections namely 2A, 2B, 2C, and 2D. This

course is based on the following criteria:

 This course is easy to gathered the data.

Respondents of the Study

The respondents of the study were Second Year students of Bachelor of Science
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in Business Administration major in Marketing Management from different sections.

`Majority of the respondents were female belonging to age bracket of 18 – 20 y/o.

Instrumentation

The researchers made use of questionnaire sheet as our main data gathering

instrument. Before its administration this went through a developmental procedure

through assistance of people in authority to give comment and suggestions for the

improvement of the questionnaire.

Questionnaire

a) Personal data sheet. This was accomplished by all second year Marketing

Management students. This helped the researcher to know the profile of the respondents.

b) There were also 5 sets of checklist accomplished by the second year

Marketing Management students , they were asked to check their answers on the space

provided.

Checklist 1. The respondents were asked what SIM are they using right now.

Checklist 2. The respondents were asked how often they reload their SIM.

4 Choices were given:

4 – always 3 – sometimes 2 – seldom 1 – never

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Checklist 3. The respondents were asked how long they are subscribed in their

respective network.

3 Choices were given:

__1 – 6 mos. __7 – 11 mos. __1year and up

Checklist 4. The respondents were asked if do they encounter problems with the

network they are using, two choices were given: YES or NO, if the respondents answer

YES they will be asked again, how often it happens. Four choices were given to that

question:

4 - always 3 - sometimes 2 - seldom 1 - never

Checklist 5. The respondents were asked if they were satisfied with the services

that their network provides. Five choices were given:

5 - Very Satisfied 4 - Satisfied 3 - Moderate

2 - Unsatisfied 1 - Very unsatisfied

Data Gathering Procedure

The data was collected by face-to-face interaction with the respondents.

Sample Size

Size : 154

Focusing on second year Marketing Management students.

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Sampling Type

Sampling Type : Area Sampling

Data Analysis

Univariate tabulation percentage, graphs and arithmetic mean were used for data

analysis.

Statistical Treatment

Upon the retrieval of the instrument, the response were properly encoded, tallied,

and subjected to statistical treatment as follows:

The Graph 1,2,4, and 5; the researcher used frequency count percentage to

determine the profile of the respondents.

The Graph 3,6, and 7 will be analyzed through the tabular method to determine the

satisfaction of the respondents .

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Chapter 4

Presentation, Analysis, and Interpretation of Data

This Chapter presents analysis, interpretation of data gathered in this study.

Graph 1

Distribution of Respondets to Gender

female male

38%

62%

INTERPRETATION:

This graph shows the percentage number of the respondent involve in making this survey.

It shows that 62% or 69 is female respondents and 38% are male respondents.

As you can see in the data above it shows that there is dominant number of female
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respondents than male respondents. In this data, we separate the male and female respondents

to show the number of respondents that willing to answer our survey questionnaire.

Graph 2

The SIM CARD that Used by our Respondents

INTRODUCTION: This graph represents the percentage of the SIM CARD that used by our

respondents.

Female Male
60 70

50 60

50
40
40
30
30
20 20

10 10

0
0
ile

ile
e

xt

n
ar
ob

Su
Te

ob

ob
Sm
Gl

N'

M
lk

h
uc
Re
Ta

To

INTERPRETATION:

The data show that most the student of Marketing Management preferred Talk N’ Text
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SIM. But as you can see in graph 2, the male has a large number of percentage that are

Using Talk N’ Text SIM Card, and has a big differences between Smart of 6 or 34.79%. In the

female aspects, they also choose. Talk N’ Text SIM but the difference between has a small

number of percentage of 9 or 11.39%.

You can also notice in graph 2 that the girls do not use Touch Mobile but one of our

respondents in the boys is using Touch Mobile SIM CARD and has a percentage of 2.17% or 1.

You can also observe that the girl has a large number of percentages than boys in terms of

using Sun Cellular SIM. Their difference is 1.07% or 3.

As the data reveals, both gender preferred Talk N’ Text SIM CARD because they are

satisfied in their network provider.

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Graph 3

TIMES OF RELOADING THE RESPONDENT’S SIM

INTRODUCTION: This graph shows in how often do the respondents reload their SIM.

Female Male

Always Always

Sometimes Sometimes

Seldom Seldom

Never Never

0% 10% 20% 30% 40% 50% 60% 70% 0% 10%20%30%40%50%60%70%80%

INTERPRETATION:

As you can see in the first graph for female, 44 or 63.77% of them said they reload their

SIM Sometimes; 24 or 34.78% said they Always reload their SIM; 1 or 1.45% said they

reload their SIM Seldom and 0 or 0% said they Never reload their SIM.

If you go the second graph for male, 31 or 73.81% said they reload their SIM Sometimes;
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6 or 14.29% said they Seldom reload their SIM; 5 or 11.90% said they Always reload their SIM

and 0 or 0% said they Never reload their SIM.

And as a conclusion, we can say now that majority of both male and female respondents

reload their SIM Sometimes.

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Graph 4

LENGTH OF TIME OF SUBSCRIPTION

INTODUCTION: This graph shows the length of time of subscription of respondents.

Female Male
1 year and up 7-11 months 1-6 months 1 year and up 7-11 months 1-6 months

9% 12% 7%
16%

75% 81%

INTERPRETATION:

If you can see the graph for female respondents, it shows that 52 of them or 75.36% are

using their SIM for 1 year and up. Next to them are 11 or 15.94% - using their SIM for 7-11

months. And the last is 6 or 8.70% - using their SIM for 1-6 months.
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If we go on to the graph for male respondents, 34 of them or 80.95% are using the for 1

year and up, 15 of them or 11.91% are using their SIM for 7-11 months and 3 of them or

17.14% are using their SIM for 1-6 months.

We can say now that both male and female respondents are using their SIM for more

than 1 year.

Graph 5

NETWORK PROBLEMS ENCOUNTERED BY THE RESPONDENTS

INTRODUCTION: Graph 5 represents the respondents assessment if they encounter problems

on their network provider.

Female Male
Yes No Yes No

14% 14%

86% 86%
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INTERPRETATION:

Based on the data, we’ve gathered, 59 female or 85.51% said that they’ve

encounter problems with their network provider, while 10 female or 14.49% said they have not

encounter problems.

In the male section, we’ve found out that 36 of them or 85.71% said they’ve

encounter problems on their network provider, while the remaining 6 or 14.29% said that they’ve

not encounter problems.

If we compare the two data, we will see that they are almost the same in

result, majority of both females and males encounter problems.

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Graph 6

FREQUENCY PROBLEM ENCOUNTERED BY OUR RESPONDENTS

INTRODUCTION: This graph show how often they encounter problems.

Female Male
60.00% 60.00%

50.00% 50.00%

40.00% 40.00%

30.00% 30.00%

20.00% 20.00%

10.00% 10.00%

0.00% 0.00%
ys es om ve
r
om
es
ys

r
wa
ve
m ld Ne
m
wa

l ti
Ne
ld

e e
eti

A S
Al

Se

m
m

So
So

INTERPRETATION:

As the data reveals in graph 6, majority of our female respondent answered

Sometimes, and has a large number of respondent with a percentage of 59.70% or 40

respondents. Next is Seldom with a percentage of 29.85% or 21 female respondents. While in

never in got a percentage of 8.96% or 6, while in Always got a percentage of 1.49% or 1. The

last two has a difference of 7 or 7.47%. You can notice that “Sometime” and “Seldom” has a

large difference of 29.85% or 20.

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They are almost the same answer but there difference in the number of

percentage, because male respondents is less than female. Most of the boys answered

Sometimes, 21 or 51.22%, secondly is Seldom, got 18 or 43.90%, they almost near to each

other with the difference of 3 or 7.32%. Then last, Always and Never has the same number

of percentage of 1 or 2.44%.

Now we can conclude both of our respondents are encountered at

“Sometimes”, so they are not very satisfied.

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Graph 7

THE SATISFACTION OF THE RESPONDENT

INTRODUCTION: This graph presentation the satisfaction of our respondents in their network
provider.

Female Male

Very Satisfied Very Satisfied

Satisfied Satisfied

Moderate Moderate

Unsatisfied Unsatisfied

Ver y Unsatisfied Very Unsatisfied

0.00% 50.00% 100.00% 0% 20% 40% 60% 80%

INTERPRETATION:

If you notice in this upper left portion female of our presentation, many of

our respondents said that they are satisfied in their SIM CARD with a percentage of 85.72% or

59 and the other said they are moderate satisfied has a percentage of 5.72% or 4.
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In the male upper right portion of our data said that they are satisfied on
their SIM CARD using with a percentage of 64.29% or 27 and other said that they Moderate

satisfied and has a percentage of 33.33% or 14.

We use this tabular method to show the satisfaction of our respondents on

their SIM CARD using.

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Chapter 5

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

This chapter presents the summary, conclusions, and recommendations of the study.

Summary

The study was conducted to make a statistical report of data about customer

satisfaction of second year Marketing Management students regarding on their network

provider.

Specifically, this study attempted to answer the following questions :

1. What SIM are they currently using.

2. How often are they reloading their SIM.

3. How long is their subscription to their network provider.

4. How often they encounter problems with their network provider.

5. If they’re satisfied to their network.

The study made use of descriptive method of research using a questionnaire –

checklist as the mean of instrument in gathering data needed for this research work.
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This study involved 154 students form Bachelor of Science in Business

Administration major in Marketing Management second year students of University of

Caloocan City – Camarin Annex.

The gathered data were properly tallied, tabulated and statistically treated using

frequency count, percentage, weighted mean, rank and analysis of variance.

Conclusion

From the data gathered, the following conclusions can be drawn:

1. Second year students from BSBA – Marketing Management mostly preferred to

use

Talk N’ Text SIM card for some reasons:

 Affordability

 Convenience of reloading outlets.

 Offers more promos

2. Most of the respondents have a duration of 1 year and up of using their SIM.

3. Majority of the respondents were not fully satisfied with the services provide by their

network .
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Recommendations

Based on the conclusions, the recommendations are hereby given.

For the network providers, exert more effort to :

1. Have new product line.

2. Give more attention to their advertisements.

3. Inform the customers.

4. Build more message centers to attain excellence in terms of signal proficiency.

5. Compress their product and have a more affordable price.