A comparative study between Globe and Pldt

based on consumer perception

Hanz Wu, Bryent Gaw, Wayne Tan,

Mark Hung, Angelica Yap
Introduction
 Statement of the problem
• What are the key aspects in choosing a service provider,
based from Pldt and Globe?
• In Choosing an Internet service provider, how
respondents view each variable:
• In terms of:
1.) Quality
2.) Service
3.) Cost
 Research Objectives:
• Aims to give insight to the public about which among the
two internet telecommunication networks is the most
preferred amongst the Filipino Community.
• To monitor the competition between internet
telecommunication companies in the Philippines.
• To identify the important factors that influence
coconsumer's perception on choosing an internet service
provider.
Conceptual Framework
Methodology
 Research Design
The Researchers chose quantitative method as research
design because the researchers want to know the quality of
service of PLDT and Globe based from consumer's
perception though statistical analysis.
 Sampling Method
• The minimum number of participants for this research are
50 respondents to ensure consistency when it comes to
interpreting the data. The target respondents that
researchers will be conducting their survey will be people
who has experience in using either PLDT or Globe.
 Instruments
• The Instrument that we've conducted is online survey.
 Sampling Procedure
• The Researchers chose simple random sampling
because this is very basic type of sampling method. The
key advantage of this sampling method is that every
sample has the same probability of being chosen.
 Stastical Treatment
• The formula that the
researchers are going to
use for this is the relative
frequency formula.
N P 
N
( 100 )

P
W

(100)
W
• P= Percentage
• N= No. of respondents
• W= Total no. of
respondents
 Conclusion
• Globe
Based on the findings, the researchers conclude the
following:
Quality
• Most of the subscribers of Globe are satisfied with the
quality of service Globe Provide in terms of consistency
and efficiency of speed. As mentioned in figure 4.10,
Globe customers enjoyed fast Internet speed connection
in terms of upload factor. With this factor in mind, majority
will still use globe products but hopes for globe to fix their
issues in terms of the efficiency in the quality of their
internet.
 Service
• Majority answered that they are satisfied with the services
that Globe provide. In terms of technician support, based
on figure 4.12, many long time globe subscribers are very
satisfied in terms of the efficiency of the technicians when
it comes to fixing maintainance problems. Futhermore, in
terms of customer support is. As a result, the researchers
concluded that Globe's major advantage amongst the
competition is their services.
 Cost
• Most of the subscribers are satisfied with the price that
Globe provide to their subscribers. As said in figure 4.15,
36.84% of the respondents were satisfied and expressed
that they are getting more than how much they are paying
for in terms of quality and service from Globe. Because of
this, consumers might think of Globe’s services to be a
better alternative compare to other ISPs.
 PLDT
• Based on the findings, the researchers conclude the
following:
• Quality
• Most of the subscribers of PLDT said that the quality
PLDT offer are as good but not to the point of being
satisfied. Based from the results, most responses were
neutral. For this reason, many of PLDT subscribers might
stick around but might consider other options to satisfy
their needs.
Service
Most of the subscribers said that they are unsatisfied with
the services PLDT provide in terms of customer support. As
said in figure 4.24, majority were either neutral or
unsatisfied in terms of how PLDT controls their customer
support. Without proper customer support services, this
leads most subscribers cancelling out their plans and
switching to another alternative.
• Price
• Most of the subscribers are unsatisfied with the price
PLDT offer. As said in figures 4.28 and 4.29, 29.41% of
the subscribers were not satisfied and considers in
changing to other alternatives if they have the opportunity
to do so. As a result, subscribers should find a cheaper
yet better alternative that balances both cost and quality
of their services.
 Implications
• For Globe,
The researchers survey results can help Globe know where
to focus or improve based from the comments of globe
users. For quality, globe can use the results to develop on
the efficiency of their network. Secondly, for service, the
results affect Globe in that they can use it to further
strengthen their advantage in terms of customer
service.Lastly, in terms of cost, globe can use these results
to explore and create plans that will satisfy customer
expectations and turn them into customer delight.
• For PLDT,
Based on the results, the survey can help the PLDT know
that they should be focus on the current plan that they
provide because there were a lot of consumers who disliked
the current plan that PLDT provided.
In terms of service, PLDT should use these results to
analyze and careful plan out how to make more efficient
customer support system for their consumers to gain back
customer satisfaction and loyalty.
• Lastly, for the quality, PLDT should further improve their
internet speed and consistency. Thus, doing this would
affect PLDT in the long run in terms of customer growth
and profit.
• For Consumers,
The survey results of the researchers can help consumers
to know about the consumers’ perception when it comes to
the quality, service, and cost of ISPs. Moreover, it can also
help them to decide if they will stay with Globe or change to
the other Internet Service Provider.
• For Future Researchers,
The results in survey can help the future researchers to
know which factor of the ISPs should be further developed
upon in the future. Furthermore, the results can help
researchers gather data easier and can help decide which
internet service provider is better based on consumer’s
perception.
 Globe Recommendation
• further built upon its services
• edge over the competition
• Quality = develop methods and standards
• Cost= explore in the variety of their plans
 Pldt Reccomendation
• Improve their quality
• Vast ISPs in the Philipppines
• Service = dial up system
• Cost = balances both cost and quality