Attitude of Customers Towards Services Rendered by ISP: A. Prathiba (18221271012005)

Annals of R.S.C.B., ISSN: 1583-6258, Vol. 25, Issue 4, 2021, Pages.
20824-20840
Received 05 March 2021; Accepted 01 April 2021
Attitude Of Customers Towards Services Rendered By ISP

A. Prathiba (18221271012005 )
Research Scholar
Research Supervisor
Palayamkottai
( Affiliated to Manonmaniam Sundaranar University)
Dr. D. Janis Bibiyana

M. Com,M.Phil, MBA, PGDCA,
SET, PhD,
St. Johns College
Abstract
The telecommunications industry within the sector of information and communication technology is
made up of all Telecommunications/telephone companies and internet service providers and plays the
crucial role in the evolution of mobile communications and the information society. The main
objective of the study is to make an analysis of customers decision making process towards ISP. The
study focuses on identifying the different factors influencing the choice of ISP. The major finding of
the study is that there is no significant impact of demographic profile and internet profile on the
Perception of customers on the factors affecting the decision making on ISP. From this study it can
also be observed that there are some variables where customers are more satisfied with their current
ISP. Results of the study shows that Airtel is a more economical choice, customer are satisfied with
the schemes and offered by Airtel, customers are also satisfied with the local call cost per minute
offered by the company, on the contrary there are some variables like better network coverage where
BSNL enjoys higher level of customer satisfaction than Airtel.
Keywords: Customer Attitude, Decision making, Telecommunication , Service Providers,
1. INTRODUCTION
In today scenario, internet plays a vital role in all the enterprise services and operation
by the way of providing information, performing customer service, facilitating financial
transactions, decision making to manager, communication facility and so on. The Internet is
changing the style and nature of work, socialize, create and share information along with
organize the flow of people, ideas, and things around the world. The Telecom Sector can be
broadly classified into fixed line Telephony and Mobile Tele phony. The public and the
private players share the fixed line and the mobile segments. Access provider ISPs
provide Internet access, employing a range of technologies to connect users to their network.
High-speed DSL (such as single-pair high-speed digital subscriber
line), Ethernet, metropolitan Ethernet, gigabit Ethernet, Frame Relay, ISDN Primary Rate
Interface, ATM (Asynchronous Transfer Mode) and synchronous optical
networking (SONET) are used. Wireless access is another option,
including cellular and satellite Internet access..It is an irrefutable fact that todays young
generation especially college students has been relying on internet and information
technology.
Customer attitude is all about measuring and quantifying the level to which a
customer is in tact with a service, product or experience gained from a provider. Quality
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http://annalsofrscb.ro
Annals of R.S.C.B., ISSN: 1583-6258, Vol. 25, Issue 4, 2021, Pages. 20824-20840
standards now include requirements relating to the enhancement of customer satisfaction. An

excellent predictor of business performance is supported by well-chosen statistics on
customer wants and attitudes. An organization is greatly improved and become successful
because of happy and satisfied customers. In a study about customers attitude, it was found
out that the overall impression includes influential predictors such as the impression of the
quality of the connectivity and the good quality and accessibility of IT facilities.
Along this line, perception of core customers in internet facilities must be measured
and further examined. Internet service providers connect your personal or business computer,
laptop, mobile device etc to the internet. ISPs may be commercial, non-profit, privately
owned or community owned companies.
Most providers offer the same types of internet services to customers, including:
 internet access
 email access
 domain name registration
 web hosting
 co-location (or data centre services)
 Some ISPs also provide services such as website design or development of e-
commerce facilities.
The type of internet service you have makes a major impact on the quality and
speed of your internet. There are mainly two types of internet. The age -old dial-up
internet connection, which has become almost irrelevant today, and
broadband. Broadband covers all the different types of internet connection types
that we will be discussing and includes DSL, Cable, Fiber Optic, and Satellite.
Internet penetration gained acceleration in the year of 2005 onwards, starting off with only
PCs as the Points of Presence, and later moving on to mobile devices.
The main ISP players are BSNL, Airtel, Reliance Jio, Vodafone. All towering
2G, 3G,4G. It is a clear sign the company is undertaking different methods to tackle their
problems, and the objectives, performance issue of the company is repositioning themselves
day by day in the market history. The booming domestic telecom market boasts enormous
amounts of investment which will accelerate the entry of new customers in the launch of new
services, and the telecommunication sector attracted Foreign Direct Investment, and the
company has witnessed merger and acquisition deals that generated huge profits.
2. STATEMENT OF THE PROBLEM

Convergence between information, communication and entertainment has added a
new dimension to the telecommunications sector. Technology and competition have literally
overtaken policy and regulatory initiatives required to steer the course of development in this
sector in a smooth manner. This is why examining the attitude of customers,towards the
quality of Wi-Fi internet services should essentially and methodically be examined.
Favorable behavioral intentions are connected with a service providers’ ability to make the
20825
students spend more with the organization and pay price premiums point out that unfavorable
behavioral intentions include customer switching behavior and grievance behavior.
Therefore, in this context, the researcher has undertaken to analyze Attitude of Customers
towards Service rendered by ISP
3. OBJECTIVES
 To measure customers usage of internet service
 To understand the decision making in selecting ISP .
4. Review of literature
Hong and John (2018) also states that higher level of brand recognition and awareness
eventuates in greater brand trust, especially when it comes to point of sale purchase and the
decision making process. Therefore, the ISP which creates high brand awareness tends to
have a higher level of brand trust and clearer perception of its brand, which eventually leads
to customer expectations.
Siddharth Karli and Jayesh Chauhan (2019) study, Indian customers use internet for e-mail
and instant messages (98%) job search (51%) banking (32%) bill payment (18%) stock
trading (15%) and matrimonial search (15%). Broadband is the new oxygen. It opens up a
large box of information with a single click of a button. Get ready to surf the world in the
WWW with a high speed connection. Access mails faster, download music, share multimedia
instantly, video chat with friends and play games with someone at the other end of the globe.
When broadband was first introduced as a method to connect to the web, many companies
confidently expected it to capture the majority of the market share, and with good reason.
Dr. Dimpy Sachar (2019) The study identifies the five factors which influences the
satisfaction level of mobile service users. These factors are named as Information, Quality
Service, Tariff Plans, Internet, International Call Rates. Analysis of the study reveals that
there are many variables where Jio is better than Airtel and customers are more satisfied with
Jio than compared to Airtel. Jio is more popular than Airtel asJio have better internet speed,
have better calling rates, have better tariff plans, have better downloading speed, economical
than Airtel whereas, Airtel is enjoying better network coverage. Although, promotional
activities undertaken by Jio is more influential than Airtel.One major finding which comes
under noticed that Airtel users are more satisfied than Jio users. It is advisable that mobile
service providers should have more economical call rates with better network coverage in
remote areas and internet speed, should try to introduce new improved offers and schemes so
that they can retain their customers and capture more market share. Improvement in the
customer care services will enrich their CRM practices and help them in gaining competitive
edge over their customers.
Shebin Mohammed Ali and Dr. Kavitha(2020) discusses customers expectation is one of
the important aspect of customer satisfaction .Understanding the requirements of customer
has been an important task for the mobile operators due to various facility provided by
mobile operators as per the telecom authority every customer has the right to move to the
mobile operator he desires. So if any customer is not satisfied with the current operator he
can switch easily . From this study it was understood that customers of ernakulam district of
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kerala are satisfied with the present offering / service of Jio. But to continue the the same
satisfaction level company should come up with more offerings as customers desire is to
receive more benefits so that customers become satisfied.
5. HYPOTHESES
H0: There is no association between demographic profile and customers’ internet
usage profile.
H0: There is no significant impact of demographic profile and internet profile on the
Perception of customers on the factors affecting the decision making on ISP.
6. STATISTICAL TOOLS APPLIED FOR THE STUDY

The process of data analysis involves processing the gathered information related to
the topic on thesis by using statistical tools to explore the thesis into a great depth and draw
conclusions from it. Once data analysis is completed, data interpretation is done. Data
interpretation involves reviewing the analysis done and summarizing the results in descriptive
form. It helps to develop informed decisions rather than predictions. The interpreted data is
useful for individuals, businesses and researchers. Further after this through analysis the
Service Quality of Internet Service Providers is identified using SERVQUAL model. The
factors that influence the attitude of college students towards the quality of service provided
by Internet Service Providers of Thoothukudi district is the main attraction of this study.
To perform this well-effective research, convenience sampling method was used to
collect the data through a questionnaire from 800 college student internet users in
Thoothukudi district. The total sample size of the study came up to 715 respondents.
Perception and expectation of customers on the factors affecting the decision making on
Internet Service Providers is analysed to access the service quality of ISP. The data were
analyzed by using statistical tools like Inferential Statistics, Chi-Square Test, Simple Ranking
and Multiple Regression. The SERVQUAL model was also used to find out the customers’
expectation and their perception about the Attitude of College Students on Internet Service
Providers in Thoothukudi District.
6.1 DEMOGRAPHIC PROFILE OF THE CUSTOMERS

6.1 A. AGE OF THE RESPONDENTS
In this study, age has been studied into four categories viz., up to 20 years, 21 to 40
years, 41 to 60 years and above 60 years. The results are displayed in the following Table 4.1.
Table 6.1 A.
Age of the respondents
Age No. of respondents Percentage
Up to 18 years 44 6.2
19 years to 35 years 367 51.3
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Above 65 years 28 3.9
Total 715 100.0

Source: Primary data
Table 6.1 A shows the age of the respondents. Out of 715 respondents, 51.3 percent
belong to the age group of 19 years to 35 years, 29.8 percent belong to the age group of 36
years to 50 years, 8.8 percent belong to the age group of 51 years to 65 years, 6.2 percent
belong to the age group of up to 18 years and only 3.9 percent of the respondents are above
65 years. Therefore, majority (51.3 percent) of the respondents belong to the age group of 19
years to 35 years.
Figure 6.1 A
Age of the respondents
Age of Respondents
60
50
40 Up to 18 years
30 19 years to 35 years
36 years to 50 years
20
51 years to 65 years
10
Above 65 years
0
Up to 18 19 years 36 years 51 years Above
years to 35 to 50 to 65 65 years
years years years

6.1 B. EDUCATIONAL QUALIFICATION OF THE RESPONDENTS
Educational qualification is classified into five categories viz., illiterates, school level,
graduates, post graduates and professionals. The details related to education of the customers
are furnished in the following Table 6.1 B.
Table 6.1 B
Educational qualification of the respondents
Educational Qualification No. of respondents Percentage
Illiterate 59 8.3
School level 233 32.6
Graduate 220 30.8
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Postgraduate 186 26.0
Doctorate 17 2.4
Total 715 100.0

Table 6.1B shows the educational qualification of the respondents. Out of
715 respondents, 32.6 percent belong to the school level, 30.8 percent are graduate, 26.0
percent are postgraduates, 8.3 percent are illiterate and only 2.4 percent of the respondents
are doctorate. Therefore, majority (32.6 percent) of the respondents belong to the school
level.
Figure 6.1B
Educational qualification of the respondents
35
30
25
Percentage
20
Illiterate
15
School level
10
Graduate
5 Postgraduate
0 Doctorate
Education

6.1 C. OCCUPATIONAL STATUS OF THE RESPONDENTS
Occupational status has been studied into six categories in this study viz., student,
professional, entrepreneur, private employee, agriculture and fisherman. Table 4.3 shows the
classification of respondents on the basis of their occupation.
Table 6.1 C.
Occupational status of the respondents
Occupation No. of respondents Percentage
Student 236 33.0
Professional 128 17.9
Entrepreneur 29 4.1
Private Job 154 21.5
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Agriculture 99 13.8
Fisherman 69 9.7
Total 715 100.0

Table 6.1 C shows the occupation of the college students or their parents. Out of 715
respondents, 33.0 percent are students doing part time job, 21.5 percent are in private job,
17.9 percent are professionals, 13.8 percent do agriculture, 9.7 percent are fisherman and only
4.1 percent are entrepreneurs. Therefore, (33.0 percent) of the respondents belong to the
student.
Figure 6.1 C
Occupational status of the respondents
35
30
25
Percentage
20 Student
15 Professional
10 Entrepreneur
5 Private Job
0 Agriculture
Fisherman
Occupation

6.1 D MONTHLY FAMILY INCOME OF THE RESPONDENTS
Monthly income of the customers is categorized into four categories viz., up to Rs.
10,000, Rs. 10,001 to Rs. 20,000, Rs. 20,001 to Rs. 30,000 and above Rs. 30,000. The details
are furnished in the following Table 3.6.
Table 6. 1 D
Monthly income of the respondents
Monthly income No. of respondents Percentage
UptoRs. 15,000 280 39.2
Rs.15,001 - Rs. 30,000 131 18.3
Rs. 30,001 - Rs. 45,000 191 26.7
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Rs. 45,001 - Rs. 60,000 84 11.7
Above Rs. 60,000 29 4.1
Total 715 100.0

Table 6.1 D shows the monthly income of the respondents. Out of 715 respondents,
39.2 percent earn a monthly income upto Rs.15,000, 26.7 percent belong to the monthly
income group Rs.30,001 to Rs.45,000, 18.3 percent belong to the monthly income
Rs.15,0001 to Rs.30,000, 11.7 percent belong to the monthly income Rs.45,001 to Rs.60,000
and 4.1 percent of the respondents are above Rs.60,000. Therefore, majority (39.2 percent)
belong to the monthly income up to Rs.15,000.
Figure 6.1 D
Monthly income of the respondents
45
40
35
Percentage
30
25
20
15 Upto Rs. 15,000
10 Rs.15,001 - Rs. 30,000
5
0 Rs. 30,001 - Rs. 45,000
Rs. 45,001 - Rs. 60,000
Above Rs. 60,000
Monthly income
6.1 E CUSTOMERS’ LEVEL OF UTILITY ON SERVICES OFFERED BY ISP

This section relates to the aspects related to the customers’ usage of all the services
offered by ISP.
6.1 E CURRENT ISP
Table 6. 1 E
Current ISP
Current ISP No. of respondents Percentage
BSNL 198 27.7
Airtel 308 43.1
Jio 173 24.2
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Vodafone 36 5.0
Total 715 100.0

Table 6.1 E shows internet service providers with four categories representing BSNL,
Airtel, Jio and Vodafone. 43.1 percent of the respondents use Airtel, 27.7 percent of the
respondents use BSNL, 24.2 percent of the respondents use Jio and 5.0 percent of the
respondents use Vodafone. The majority of respondents (43.1 percent) are using Airtel.
Figure 6.1 E
Current ISP
5%
28%
24%
BSNL
Airtel
Jio
Vodafone
43%
6.1 F TYPE OF SERVICE SUBSCRIBED

Table 6.1 F
Type of service subscribed
Service subscribed No. of respondents Percentage
Prepaid 549 76.8
Postpaid 166 23.2
Total 715 100.0

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Figure 6.1 F
Type of service subscribed
Prepaid
Postpaid
6. 1 G PERIOD OF CURRENT ISP USAGE

Table 6.1 G
Period of current ISP usage
Period of usage No. of respondents Percentage
Less than 1 year 205 28.7
1 year to 3 years 235 32.9
More than 5 years 235 32.9
Total 715 100.0

Table 6.1 G shows period of usage with their current service provider. Out of 715
respondents, 32.9 percent of the respondents use their current service provider for 1 year to 3
years and more than 5 years, 28.7 percent of the respondents use their current service
provider for less than 1 year and 5.6 percent of the respondents use their current service
provider for 3 years to 5 years. The majority of respondents (32.9 percent) had use their
current service provider 1 year to 3 years and more than 5 years.
Figure 6.1 G
Period of current ISP usage
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35
30
25
Percentage
20
Less than 1 year
15 1 year to 3 years
10 3 years to 5 years
More than 5 years
5
0
Less than 1 1 year to 3 3 years to 5 More than 5
year years years years
Period

NO. OF ISP CONNECTIONS
Table 6.1 H
No. of ISP connections
No. of ISP connections No. of respondents Percentage
1 407 56.9
2 235 32.9
More than 2 73 10.2
Total 715 100.0

Table 6.1 H shows the number of ISP connections of the respondents. Out of 715
respondents, 56.9 percent of the respondents have one connection of ISP, 32.9 percent of the
respondents have two connection of ISP and 10.2 percent of the respondents have more than 2
connection of ISP. Therefore, most of the respondents (56.9 percent) have one connection of
ISP.
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Figure 6.1 H
60
50
40
Percentage
30 1
2
20
More than 2
10
0
1 2 More than 2

6.1 I INFLUENCERS OF ISP PURCHASE
Table 6.1 I
Influencers of ISP purchase
Influencers No. of respondents Percentage
Friends 212 29.7
Relatives 98 13.7
Family 210 29.4
Colleagues 142 19.9
Advertisement 20 2.8
Salesperson 33 4.6
Total 715 100.0

Table 4.9 shows the source of information. Out of 715 respondents, 29.7 percent
belong to the friends, 29.4 percent belong to the family, 19.9 percent belong to the
Colleagues, 13.7 percent belong to the relatives, 4.6 percent belong to salesperson and 2.8
percent belong to the advertisement. Therefore, majority (29.7 percent) of the respondents are
influenced by their friends.
Figure 6.1 I
Influencers of ISP purchase
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60
50
40
Percentage
30 1
2
20
More than 2
10
0
1 2 More than 2

6.2 PURPOSE OF USING ISP
Table 6.2
Customers’ purpose on using ISP – Simple ranking
S.No. Factors Always Often Sometimes Rarely Never Total Mean Rank
39 13 31 0 632 715
1. Blogging 1.36 X
(5.5) (1.8) (4.3) (0.0) (88.4) (100.0)
Downloading 468 117 26 8 96 715
2. 4.19 II
data (65.5) (16.4) (3.6) (1.1) (13.4) (100.0)
Social 618 68 9 5 15 715
3. 4.77 I
networking (86.4) (9.5) (1.3) (0.7) (2.1) (100.0)
Playing 46 52 147 19 451 715
4. 1.91 VIII
online games (6.4) (7.3) (20.6) (2.7) (63.1) (100.0)
334 130 45 25 181 715
5. Entertainment 3.57 III
(46.7) (18.2) (6.3) (3.5) (25.3) (100.0)
Reading
60 51 124 106 374 715
6. topics of 2.04 VI
(8.4) (7.1) (17.3) (14.8) (52.3) (100.0)
interests
95 45 62 14 499 715
7. Work 1.91 IX
(13.3) (6.3) (8.7) (2.0) (69.8) (100.0)
138 44 154 84 295 715
8. Studying 2.50 V
(19.3) (6.2) (21.5) (11.7) (41.3) (100.0)
Video 342 62 74 30 207 715
9. 3.42 IV
conferencing (47.8) (8.7) (10.3) (4.2) (29.0) (100.0)
68 52 115 84 396 715
10. Research 2.04 VII
(9.5) (7.3) (16.1) (11.7) (55.4) (100.0)
20836
Table 6.2 shows the main purpose of using Internet by the customers. The important purpose
for using Internet by majority of the customers is ‘Social networking’ with a mean value of 4.77.
It is followed by the second and third purposes ‘Downloading data’ and ‘Entertainment’ with
mean values of 4.19 and 3.57 respectively. The other purposes of Internet usage by the
customers in the order of superiority is as follows ‘Video conferencing’, ‘Studying’, ‘Reading’,
‘Research’, ‘Playing online games’, ‘Work’ and ‘Blogging’. It can be concluded, from the
above simple ranking that, people mostly use the Internet for using the social media sites such as
Facebook, Twitter, Instagram and the like.
Table 6.3
Demographic profile and customers’ internet usage profile
– Chi-square test
H0: There is no association between demographic profile and customers’ internet
usage profile.
Type of Kind of Time Place of
Current Period No. of ISP Monthly
Factors service Internet spent on Internet
ISP of usage connections payment
subscribed service Internet usage
Educational
138.181* 26.617* 185.480* 201.380* 269.804* 195.201* 2.463 136.451
qualification
Occupation 206.189* 79.712* 277.815* 124.795* 345.037* 559.037* 166.251* 276.299*
Monthly
112.119* 85.647* 219.611* 127.572* 196.364* 167.545* 43.698* 97.383*
income
*Significant at 5% level
Table 6.3 shows the association between demographic profile and customers’ internet
usage profile. The effect of demographic variables educational qualification, occupation and
monthly income are studied.
Regarding the occupation and monthly income of the customers, the null hypothesis
is rejected for all the variables of internet usage profile. Further, for educational qualification,
the null hypothesis is accepted for place of internet usage and monthly payment whereas it is
rejected for Current ISP, Type of service subscribed, Period of usage, No. of ISP connections,
Kind of Internet service and Time spent on Internet. It is concluded that, there is a strong
relationship between the demographic variables of the customers and their level of using
Internet services provided by the ISP.
Table 6.4
Impact of customers’ demographic factors on perceived service quality ISP – Multiple
regression
H0: There is no significant impact of demographic profile and internet profile on the
Perception of customers on the factors affecting the decision making on ISP.
Standardiz
Unstandardized
ed Sig.
Factors Coefficients
Coefficients t value value
B Std. Error Beta
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(Constant) 119.152 9.538 12.492 0.001*
Educational qualification 8.501 1.320 0.284 6.440 0.001*
Occupation -0.926 0.805 -0.055 -1.150 0.251
Monthly income 4.500 0.928 0.182 4.848 0.001*
Current ISP -6.026 1.577 -0.172 -3.821 0.001*
Type of service 1.932 3.305 0.028 0.585 0.559
Kind of Internet service 5.796 0.990 0.271 5.856 0.001*

*Significant at 5% level
Dependent Variable : Perception of customers on the factors affecting the
decision making on ISP
Independent Variables : Kind of service, Occupation, Monthly income, Current
ISP, Education, Age, Service subscribed
R value : 0.386
R square value : 0.149
Adjusted R square value : 0.141
F statistics (7,707) : 17.703
Sig. value of ANOVA : 0.001
Table 6.4 reveals the multiple linear regression coefficient of perception of customers
on the factors affecting the decision making on ISP and it is found to be a statistically good fit
as R2 value is 0.149. It shows that independent variables contribute about 14 percent of the
variation in the attitudeis felt by the selected sample respondents and this is statistically
significant at 1 percent level and 5 percent level respectively. Therefore, it is clear that the
remaining 86 percent is by some other unknown variable and the problem is not taken into
account.
Adjusted R square indicates whether there is an insignificant factor. It should always
be less than or equal to R square. Hence, R square (0.149) and adjusted R square (0.141) are
very close to each other, which indicates a good model. The value of F (7,707) = 17.703 and
p = 0.001 (p< 0.05) also indicates that the model as a whole is significant.
The table indicates that the coefficient of education, monthly income and kind of
Internet service are positively associated with the level of perception on Internet services. On
the other hand, the coefficient of current ISP is negatively associated. Further, it is indicated
that the contribution of education, monthly income, current ISP and kind of Internet service
are statistically significant implying that their influence on the factors affecting the decision
making on ISP is stronger than the other variables.
FINDINGS
 Majority of the respondents belong to the age group of 19 years to 35 years, with an
monthly income of Rs. 15000.
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 Students are the vital users of internet especially Airtel which has been influenced by
their friends.
 It can be concluded, from the above simple ranking that, people mostly use the
Internet for using the social media sites such as Facebook, Twitter, Instagram and the
like.
 It is concluded that, there is a strong relationship between the demographic variables
of the customers and their level of using Internet services provided by the ISP.
 It is indicated that the contribution of education, monthly income, current ISP and
kind of Internet service are statistically significant implying that their influence on the
factors affecting the decision making on ISP is stronger than the other variables.
CONCLUSION
All reflections about the study “Attitude of College Students towards Internet Service
Providers” potrays that students have a positive attitude towards their current internet
Service Provider. They are more conscious and aware about their performance. There is a
consensus that all internet service providers provide huge alternatives with its advantages
but also it includes different dimensions as a shortcoming. The study also reveals that the
customers are satisfied with the services offered by their current ISP. Sometimes, they face
problems of poor network and slow downloading, but overall they are satisfied with the
services offered to them.
The customers are also satisfied with the tariffs, network coverage and periodical offers
except those offered by Jio, Airtel and BSNL. As the usage rate of internet increases day by
day, Service providers need to know which more important factors to concentrate the major
are. Though the internet service providers with their enormous development and
innovativeness, overall provides average quality to customers. Lastly, the leading service
provider according to has been voted to Airtel followed by BSNL.
References
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Special Reference To Dharmapuri District”, ISSN: 2395-1664 (ONLINE), ICTACT Journal On
Management Studies, August 2017, Volume: 03, Issue: 03.
2. Nadim Ahmad, “ Towards a Framework for Measuring the Digital Economy” Paper prepared for the
16th Conference of IAOS OECD Headquarters, Paris, France September 2018.
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International Journal of Scientific and Research Publications, Volume 2, Issue 4, April 2012 ISSN 2250
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4. Dr. Md. Hasebur Rahman, “Factors Affecting Customer Satisfaction in Mobile Telecommunication
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6. Fairuz Ahmed, “Reaching Remote Women Through Inclusive Technology” IPS News Agency
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https://www.techwalla.com
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Annals of R.S.C.B., ISSN: 1583-6258, Vol. 25, Issue 4, 2021, Pages.

Attitude Of Customers Towards Services Rendered By ISP

Dr. D. Janis Bibiyana

Keywords: Customer Attitude, Decision making, Telecommunication , Service Providers,

standards now include requirements relating to the enhancement of customer satisfaction. An

2. STATEMENT OF THE PROBLEM

6. STATISTICAL TOOLS APPLIED FOR THE STUDY

6.1 DEMOGRAPHIC PROFILE OF THE CUSTOMERS

19 years to 35 years 367 51.3

36 years to 50 years 213 29.8

51 years to 65 years 63 8.8

Above 65 years 28 3.9

Total 715 100.0

Source: Primary data

School level 233 32.6

Graduate 220 30.8

Postgraduate 186 26.0

Total 715 100.0

Source: Primary data

Student 236 33.0

Professional 128 17.9

Private Job 154 21.5

Total 715 100.0

Source: Primary data

UptoRs. 15,000 280 39.2

Rs.15,001 - Rs. 30,000 131 18.3

Rs. 30,001 - Rs. 45,000 191 26.7

Rs. 45,001 - Rs. 60,000 84 11.7

Above Rs. 60,000 29 4.1

Total 715 100.0

Source: Primary data

6.1 E CUSTOMERS’ LEVEL OF UTILITY ON SERVICES OFFERED BY ISP

BSNL 198 27.7

Airtel 308 43.1

Jio 173 24.2

Total 715 100.0

Source: Primary data

6.1 F TYPE OF SERVICE SUBSCRIBED

Prepaid 549 76.8

Postpaid 166 23.2

Total 715 100.0

Source: Primary data

6. 1 G PERIOD OF CURRENT ISP USAGE

Less than 1 year 205 28.7

1 year to 3 years 235 32.9

3 years to 5 years 40 5.6

More than 5 years 235 32.9

Total 715 100.0

Source: Primary data

More than 2 73 10.2

Total 715 100.0

Source: Primary data

Friends 212 29.7

Family 210 29.4

Colleagues 142 19.9

Total 715 100.0

Source: Primary data

Source: Primary data

(Constant) 119.152 9.538 12.492 0.001*

Educational qualification 8.501 1.320 0.284 6.440 0.001*

Occupation -0.926 0.805 -0.055 -1.150 0.251

Monthly income 4.500 0.928 0.182 4.848 0.001*