A STUDY ON CONSUMER SATISFACTION

TOWARDS INTERNET SERVICE PROVIDERS WITH

SPECIAL REFERENCE TO WEST DELHI

Submitted in partial fulfillment of the requirements

for the award of the degree of

Bachelor of Business Administration (BBA)

To

GuruGobindSinghIndraprasthaUniversity, Delhi

Guide: Submitted by:

Ramneek Singh
Ms. Monica Kulshrestha Roll No.: 06790301717

Institute of Innovation in Technology & Management,

New Delhi – 110058
Batch (2017-2020)
 Certificate

I, Mr. Ramneek Singh, Roll No. 06790301717 certify that the Project Report/Dissertation
BBA-331 entitled “A STUDY ON CONSUMER SATISFACTION TOWARDS INTERNET
SERVICE PROVIDERS WITH SPECIAL REFERENCE TO WEST DELHI”is done by me
and it is an authentic work carried out by me at Institute of Innovation in Technology &
Management.The matter embodied in this project work has not been submitted earlier for the
award of any degree or diploma to the best of my knowledge and belief.

Signature of the Student

Date:

Certified that the Project Report/Dissertation (BBA-311) entitled “A STUDY ON

CONSUMER SATISFACTION TOWARDS INTERNET SERVICE PROVIDERS WITH
SPECIAL REFERENCE TO WEST DELHI” done by Mr. Ramneek Singh, Roll No.
06790301717, is completed under my guidance.

Signature of the Guide

Name of the Guide:

Designation:

Date:

Countersigned
(Director / Project Coordinator)
 ACKNOWLEDGEMENT

I take this opportunity to express my profound gratitude and deep regards to my guide and
supporter. Ms. MONICA KULSHRESTHA for her exemplary guidance, monitoring and
constant encouragement throughout the course of this thesis. The blessing, help and guidance
given by her time to time shall carry me a long way in the journey of life on which I am about
toembark.

I am obliged to the faculty members of Institute of Innovation in Technology &

Management, forthe valuable information provided by them in their respective fields. I am
grateful for theircooperation during the period of my assignment.

Lastly, I thank almighty, my parents, sisters and friends for their constant encouragement
withoutwhich this assignment would not be possible.
 CONTENTS

S No Topic Page No
1 Certificate (s) -
2 Acknowledgements -
3 Chapter-1: Introduction
4 Chapter-2: Research Methodology
5 Chapter-3: Data Presentation & Analysis
6 Chapter-4: Summary and Conclusions
7 References/Bibliography -
8 Appendices -

A study on consumer perception towards paytm with special reference to delhi and ncr
 Chapter-1: Introduction

An Internet service provider (ISP) is an organization that provides services for accessing,

using, or participating in the Internet. Internet service providers can be organized in various

forms, such as commercial, community-owned, non-profit, or otherwise privately owned.

Internet services typically provided by ISPs include Internet access, Internet transit, domain

name registration, web hosting, Usenet service, and colocation.

History

The Internet (originally ARPAnet) was developed as a network between government research

laboratories and participating departments of universities. Other companies and organizations

joined by direct connection to the backbone, or by arrangements through other connected

companies, sometimes using dialup tools such as UUCP. By the late 1980s, a process was set

in place towards public, commercial use of the Internet. The remaining restrictions were

removed by 1991, shortly after the introduction of the World Wide Web.

During the 1980s, online service providers such as CompuServe and America On Line (AOL)

began to offer limited capabilities to access the Internet, such as e-mail interchange, but full

access to the Internet was not readily available to the general public.

In 1989, the first Internet service providers, companies offering the public direct access to the

Internet for a monthly fee, were established in Australia[3] and the United States. In Brookline,

Massachusetts, The World became the first commercial ISP in the US. Its first customer was

served in November 1989. These companies generally offered dial-up connections, using the

public telephone network to provide last-mile connections to their customers. The barriers to

entry for dial-up ISPs were low and many providers emerged.

However, cable television companies and the telephone carriers already had wired connections

to their customers and could offer Internet connections at much higher speeds than dial-up

1
using broadband technology such as cable modems and digital subscriber line (DSL). As a

result, these companies often became the dominant ISPs in their service areas, and what was

once a highly competitive ISP market became effectively a monopoly or duopoly in countries

with a commercial telecommunications market, such as the United States

Classifications -

Access providers

Access provider ISPs provide Internet access, employing a range of technologies to connect

users to their network. Available technologies have ranged from computer modems

with acoustic couplers to telephone lines, to television cable (CATV), Wi-Fi, and fiber optics.

For users and small businesses, traditional options include copper wires to provide dial-up,

DSL, typically asymmetric digital subscriber line (ADSL), cable modem or Integrated

Services Digital Network (ISDN) (typically basic rate interface). Using fiber-optics to end

users is called Fiber To The Home or similar names.

For customers with more demanding requirements (such as medium-to-large businesses, or

other ISPs) can use higher-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).

Mailbox providers

2
A mailbox provider is an organization that provides services for hosting electronic mail

domains with access to storage for mail boxes. It provides email servers to send, receive,

accept, and store email for end users or other organizations.

Many mailbox providers are also access providers,[43] while others are not (e.g., Gmail, Yahoo!

Mail, Outlook.com, AOL Mail, Po box). The definition given in RFC 6650 covers email

hosting services, as well as the relevant department of companies, universities, organizations,

groups, and individuals that manage their mail servers themselves. The task is typically

accomplished by implementing Simple Mail Transfer Protocol (SMTP) and possibly providing

access to messages through Internet Message Access Protocol (IMAP), the Post Office

Protocol, Webmail, or a proprietary protocol.

Hosting ISPs

Internet hosting services provide email, web-hosting, or online storage services. Other services

include virtual server, cloud services, or physical server operation.

Transit ISPs

Just as their customers pay them for Internet access, ISPs themselves pay upstream ISPs for

Internet access. An upstream ISP usually has a larger network than the contracting ISP or is

able to provide the contracting ISP with access to parts of the Internet the contracting ISP by

itself has no access to.

In the simplest case, a single connection is established to an upstream ISP and is used to

transmit data to or from areas of the Internet beyond the home network; this mode of

interconnection is often cascaded multiple times until reaching a tier 1 carrier. In reality, the

situation is often more complex. ISPs with more than one point of presence (PoP) may have

separate connections to an upstream ISP at multiple PoPs, or they may be customers of

3
multiple upstream ISPs and may have connections to each one of them at one or more point of

presence.] Transit ISPs provide large amounts of bandwidth for connecting hosting ISPs and

access ISPs.

Virtual ISPs

A virtual ISP (VISP) is an operation that purchases services from another ISP, sometimes

called a wholesale ISP in this context, which allow the VISP's customers to access the Internet

using services and infrastructure owned and operated by the wholesale ISP. VISPs

resemble mobile virtual network operators and competitive local exchange carriers for voice

communications.

Free ISPs

Free ISPs are Internet service providers that provide service free of charge. Many free ISPs

display advertisements while the user is connected; like commercial television, in a sense they

are selling the user's attention to the advertiser. Other free ISPs, sometimes called freenets, are

run on a nonprofit basis, usually with volunteer staff.

Wireless ISP

A wireless Internet service provider (WISP) is an Internet service provider with a network

based on wireless networking. Technology may include commonplace Wi-Fi wireless mesh

networking, or proprietary equipment designed to operate over open 900 MHz, 2.4 GHz, 4.9,

5.2, 5.4, 5.7, and 5.8 GHz bands or licensed frequencies such as 2.5 GHz (EBS/BRS),

3.65 GHz (NN) and in the UHF band (including the MMDS frequency band) and LMDS.
4
History of Broadband

In India VSNL launched Internet services in August 1995 in India. Till November 1998,

VSNL was the monopoly provider of internet services in the India. The Government allowed

provisioning of internet services by private operators in 1998 and the Internet Service Provider

(ISP) licenses were issued with liberal conditions. There was no licenses fee and the policy

allowed unlimited number of players who could install their own international gateways and

decide their own tariff plans. The Government of India announced the Broadband policy

during 2005. Even though India continues to be one of the top growing telecom markets in the

world, the development of Broadband is not very impressive till now. There are around 180

operational Internet Service Provider (ISP) in the country as on date but a very little players

control the entire broadband market. It is predictable that 90% of the connections are with

10% of the ISP providers. The monthly broadband subscription starts from Rs 199 (US $ 4.50)

and the Government is also taking initiative to make computers available under Rs 10000 (US

$ 226). The low cost broadband has helped increase internet usage in the country. The growth

of e-commerce mobile banking increased demand for Internet usage domain registrations are

also other factors indicating the growth the internet usage in the country. The other initiative

which will further improve the growth is the development of local language fonts and

localization of content issues. According to an IAMAI 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.

5
2G NetWork

2G networks on the other hand, were based on narrow band digital networks. Signals were

transmitted in the digital format and this dramatically improved the quality of calls and also

reduced the complexity of data transmission. The other advantage of the 2G network came in

the form of Semi Global Roaming System, which enabled the connectivity all over the world.

3G Network

Third generation mobile telecommunications meets standards set by the International

Telecommunication Union for mobile communications. Specifically, 3G is a term that

encompasses a variety of services applied to cellphone networks and data plans, including the

3G hot spots that Kindle and iPhone users access, for example. The download speeds for 3G

will vary, much like the bars on a cellphone vary from one location to the next, although this is

only a problem for access while moving around. Generally, if you're sitting in one location

with decent signal strength, the connection is steady. Plans for 3G may be unlimited, such as

with unlimited data plans from cellphone providers, or limited, such as the 3G data plans for

iPad users. Rapid growth in Information Technology has made the world very little. The

impact of IT is felt by common man, like reservations of tickets, Internet banking facility,

Online trading, Home shopping etc, besides all these, the fast access of the information could

be possible due to the revolutionary changes in the IT.

4G Technology in India

Bharti Airtel launched India's first 4G service, using TD-LTE technology, in Kolkata on April

10, 2012. Fourteen months prior to the official launch in Kolkata, a group consisting of China

Mobile, Bharti Airtel and Softbank Mobile came together, called Global TD-LTE Initiative

6
(GTI) in Barcelona, Spain and they signed the commitment towards TD-LTE standards for the

Asian region. It must be noted that Airtel's 4G network does not support mainstream 4G

phones such as Apple iPhone 5, Samsung Galaxy S III, Nokia Lumia 920 and others. • Airtel

4G services are available in Kolkata, Bangalore, Pune ,Chandigarh, Mohali and Panchkula.

Airtel is currently launching 4G services in Delhi. • RIL is launching 4G services through its

subsidiary, Jio Infocomm. RIL 4G services are currently available only in Jamnagar, where it

is testing the new TD-LTE technology. RIL 4G rollout is planned to start in Delhi and

Mumbai, and expand to cover 700 cities, including 100 high-priority markets.

Some of the Internet Service Providers operating in West Delhi

Airtel-

Airtel India is the third largest provider of mobile telephony and second largest

provider of fixed telephony in India, and is also a provider of broadband and subscription

television services.[3] The brand is operated by several subsidiaries of Bharti Airtel, with Bharti

Hexacom and Bharti Telemedia providing broadband fixed line services and Bharti Infratel

providing telecom passive infrastructure service such as telecom equipment and telecom

towers. Bharti Airtel Limited is part of Bharti Enterprises and is headed by Sunil Bharti Mittal.

Jio-

Reliance Jio Infocomm Limited is an Indian telecommunications company and wholly

owned subsidiary of Reliance Industries, headquartered in Mumbai, Maharashtra, India. It

operates a national LTE network with coverage across all 22 telecom circles. It does not

offer 2G or 3G service, and instead uses only voice over LTE to provide voice service on its

4G network.

7
Jio soft launched on 27 December 2015 with a beta for partners and employees, and became

publicly available on 5 September 2016. As of 31 December 2019, it is the largest mobile

network operator in India and the third largest mobile network operator in the world with over

370.07 million subscribers. It is also the fourth largest provider of fixed telephony in Country.

In September 2019, Jio launched a fiber to the home service, offering home broadband,

television, and telephone services.

ACT Fibrenet-

Atria Convergence Technologies Limited., branded as ACT, is an

Indian telecommunications company headquartered in Bangalore, Karnataka. ACT offers fiber

to the home services under the brand name "ACT Fibernet" and digital television services

under the "ACT Digital" brand. The company provides services in Tamil

Nadu, Telangana,AndhraPradesh, Karnataka, Delhi, Gujarat, Rajasthan, Lucknow and Jaipur.

ACT was the seventh largest internet service provider in India as of June 2018.xxx As on 31

August 2018, ACT was the third largest wired broadband service provider in India with over

1.36 million subscribers.

Hathway-

Hathway Cable & Datacom Ltd (NSE: HATHWAY), initially known as BITV Cable

Networks (BSE: 533162), is a cable television service operator in India based in Mumbai. It

was acquired by Hathway Investments Pvt Ltd in 1999. In June 1993 Business India

Television (BITV) Cable Networks Pvt Ltd acquired and operated cable networks

in Mumbai, Delhi, Chennai, Kolkata, Ahmedabad, Indore, Pune, Bangalore and Hyderabad un

der the leadership of Pheroza Billimoria and Roopesh Rao. It has large operations in many

cities, including Hyderabad, Mumbai, Pune, Bangalore, Indore and in Kolkata. It has

8
diversified into providing Internet access via cable and was one of the first to do so in Chennai

in 1999–2000. In India, it was the first company to provide Internet using the CATV network.

Hathway Broadband Internet was the first cable ISP in India. The company has a 51 percent

stake in bhupendran Bhasker Multinet and in Gujarat Telelinks P L. This gives it a strong

position in Gujarat CATV. In 2006, Hathway was the first cable operator to launch a digital

platform in India.

Objectives of the Study

 To know satisfaction level of ISPs

 Comparative analysis of various Internet Service Providers

 To know customer perception towards ISPs

 To suggest various measures to ISPs as a whole

9
 Chapter 2: Theoritical Framework and Research Methodology

2.1 Theoritical Framework

Kotler (2000) defined satisfaction as: “a person’s feelings of pleasure or disappointment

resulting from comparing a product’s perceived performance (or outcome) in relation to his or

her expectations”. According to Hansemark and Albinsson (2004), “satisfaction is an overall

customer attitude towards a service provider, or an emotional reaction to the difference

between what customers anticipate and what they receive, regarding the fulfillment of some

need, goal or desire”.

Hoyer and MacInnis (2001) said that satisfaction can be associated with feelings of

acceptance, happiness, relief, excitement, and delight. There are many factors that affect

customer satisfaction. According to Hokanson (1995), these factors include friendly

employees, courteous employees, knowledgeable employees, helpful employees, accuracy of

billing, billing timeliness, competitive pricing, service quality, good value, billing clarity and

quick service. 

In order to achieve customer satisfaction, organisations must be able to satisfy their customers’

needs and wants (La Barbera and Mazursky, 1983). Customers’ needs state the felt deprivation

of a customer (Kotler, 2000). Whereas customers’ wants, according to Kotler (2000) refer to

“the form taken by human needs as they are shaped by culture and individual personality”.

10
 2.1.1 Effect of Customer Satisfaction on profitability

Customer satisfaction does have a positive effect on an organisation’s profitability. According

to Hoyer and MacInnis (2001), satisfied customers form the foundation of any successful

business as customer satisfaction leads to repeat purchase, brand loyalty, and positive word of

mouth. Coldwell (2001): “Growth Strategies International (GSI) performed a statistical

analysis of Customer Satisfaction data encompassing the findings of over 20,000 customer

surveys conducted in 40 countries by InfoQuest. The conclusion of the study was:

 A totally satisfied customer contributes 2.6 times as much revenue to a company as a

somewhat satisfied customer.

 A totally satisfied customer contributes 17 times as much revenue as a somewhat

dissatisfied customer.

 A totally dissatisfied customer decreases revenue at a rate equal to 1.8 times what a

totally satisfied customer contributes to a business”.

Zairi (2000): “There are numerous studies that have looked at the impact of customer

satisfaction on repeat purchase, loyalty and retention. They all convey a similar message in

that:

 Satisfied customers are most likely to share their experiences with other people to the

order of perhaps five or six people. Equally well, dissatisfied customers are more likely to tell

another ten people of their unfortunate experience.

 Furthermore, it is important to realize that many customers will not complain and this

will differ from one industry sector to another.

11
 Lastly, if people believe that dealing with customer satisfaction/complaint is costly,

they need to realize that it costs as much as 25 percent more to recruit new customers”.

The strategic dimension for an organization includes becoming more competitive through

customer satisfaction/brand loyalty, product/service quality, brand/firm associations, relative

cost, new product activity, and manager/employee capability and performance.

2.1.2 Consequences of customer Satisfaction and Dissatisfaction

The consequences of not satisfying customers can be severe. According to Hoyer and

MacInnis (2001), dissatisfied consumers can decide to:

 Discontinue purchasing the good or service

 Complain to the company or to a third party and perhaps return the item

 Engage in negative word-of-mouth communication.

Customer satisfaction is important because, according to La Barbera and Mazursky (1983),

“satisfaction influences repurchase intentions whereas dissatisfaction has been seen as a

primary reason for customer defection or discontinuation of purchase”.

2.2 Methods for measuring customer satisfaction

Measuring customer satisfaction plays a major role in an organization’s decision making and

overall growth. It shows how well their product Is actually doing in the market and

accordingly the can make changes depending on the feedback of the customers and whether

they are satisfied or not.

12
1. Customer Satisfaction Score (CSAT)

This is the most standard customer satisfaction metric, asking your customer to rate her

satisfaction with your business, product, or service. Your CSAT score is then the average

rating of your customer responses.

The scale typically ranges between 1 – 3, 1 – 5, or 1 – 10. A larger range is not always better,

due to cultural differences in how people rate their satisfaction.

Simpler scales are more robust to cultural differences and more suited for capturing service

quality. This is why the US government uses a simple emoji-based CSAT question for its

feedback, and why the live chat survey example above uses a 5-star rating.

The charm of the CSAT metric comes from its directness. The downside, however, is that

satisfaction is hard to estimate, even for the customer. It’s directed at a sentiment, which is

fleeting and mood dependent.

2. Net Promoter Score (NPS)

 The Net Promoter Score (NPS) measures the likeliness of a customer referring you to

someone, and it’s probably the most popular way of measuring customer loyalty .

Customer are asked how likely they are to recommend you on a scale from 1 to 10.

 The strength from NPS is that it's not about an emotion of satisfaction, but about your

intention of referring – which is easier to answer. It cuts down to the question of

whether the product is good enough to put your own reputation on the line.

 Calculating your NPS score is quite easy. Take the percentage of respondents who fall

within the ‘promoter’ category (10 - 9) and subtract the percentage of ‘detractors’ (0 -

6).

 NPS data is easily gathered through in-app or email survey

13
 Some tools for measuring NPS work with email questionnaires. Examples

are Trustfuel NPS (free) and Promoter.io (paid). Others work with in-app surveys,

like Wootric (freemium). The Net Promoter Network offers a a benchmark report to

give you insight about how you compare in your industry.

 One added benefit of NPS is that it directs your customers’ attention towards referring,

an option they might not have thought about before.

3. Social Media Monitoring

Social media has had an immense impact on the relationship between business and

customer. Where before, a great or poor service experience would maybe be shared

with the closest family and friends, social media offered an outlet and reach to

potentially millions of people.

2.3 Why consumer satisfaction matters in ISPs

Internet Service Providers are the portals to a fast paced internet connection which

people require for various purposes. Satisfaction matters a lot as many people are

dependent on the internet these days like for work, streaming and gaming. Some jobs

also require the use of a internet. What is an internet connection if it doesn’t provide

with the required speeds and seamlessness.

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2.4 Research Methodology

A research methodology is a systematic plan for conducting research and it consists of two

type of researches namely Qualitative research and Quantitative research.

Quantitative method aim to classify features, count them and create statistical model to test

hypothesis and explain observations.

Qualitative method aim to get a complete detailed description of observation including context

of events and circumstances.

In order to get data, I made 50 questionnaire and gave it to various customers of ISPs. The

main aim was to get the information regarding what is the satisfaction level towards the ISPs

as a brand and what kind of changes that they wanted to see in the future. I created various

questions in a digital format known as Google Forms explaining to them meaning of each

question very clearly so that I was able to get correct response from them. The data collected

based on this questionnaire was then translated into a required format that enabled correct

assessment of consumer satisfaction towards Internet Service Providers with reference to West

Delhi.

The questionnaire consists of 15 questions and then the respondent has to tick the options

which he thinks to be correct. Each question has 3 to 4 options which covers what type of

information is needed. Then the whole information is converted into pie charts in order to

portray the results which we get from the study.

DATA COLLECTION

Primary Data : It is a system in which the data is collected first hand or by collects

himself/herself through interview, door to door survey. This is called primary data.

15
Secondary Data: The data which is collected second hand through already existing piece of

information. It means the information that we take from the internet, newspaper, news journal

etc. This is called secondary data.

The data which I have collected is the primary data by doing a door to door survey with

questionnaire and all the information is based on what is likes and preferences of the

respondents.

PRIMARY DATA COLLECTION SOURCES

(b) Secondary Data Collection Sources:

Secondary sources The primary data is collected by forming a questionnaire which is a

structured and systematic data for conducting experiments. The nature of the questionnaire is

very inductive and fundamental. It has been kept in a proper framework to make it clear to the

retailers.

Primary data can be collected in five main ways:

i) Observation

ii) Focus groups

iii) Surveys

iv) Behavioural data

v) Experiments

Among these, ‘survey method’ was selected to collect the primary data. 50 user were visited &

collected the required data relevant to this project.

Information was collected from secondary sources such as customer survey, newspapers

advertisements, newsletters, etc.

16
Beside these the use of Internet was also made in collecting relevant information. The data

collected from the above mentioned sources has been adequately structured and used at

appropriate places in the report. The information gathered included:

• Their annual reports.

• Pamphlets.
• Newsletters.
• Pictures.
• Exchange schemes.

2.5 SAMPLING TECHNIQUE

The sampling technique used here is convenience sampling method. It is a type of non-

probability sampling that involves the sample being drawn from part of the population that is

close to hand which means that which can be easily reached out.

For example at a mall or grocery store would be an example of convenience sample. This type

of sampling is also known as grab sampling or availability sampling. There is no other criteria

to the sampling method except that people be available and willing to participate without any

hesitation. In addition this type of sampling method does not require that a simple random

sample is generated since the only criteria is whether the participant is willing to participate or

not.

Few of its advantages are we can easily reach to the respondent and the data can also be

well explained as the person goes to each and every respondent to get the information. Easy

availability of data is also there and it is also very cost effective.

TOOLS USED FOR DATA ANALYSIS

 Pie-chart (Circular chart divided in to sectors, illustrating relative magnitudes or

frequencies)

17
 Chapter 3: Data Presentation & Analysis

DATA ANALYSIS

1.Which is your current broadband ISP?

Particulars No. of Respondents Percentage

Airtel 16 32%
Excitel 10 20%
ACT Fibernet 7 14%
Hathway 11 22%
Other 6 12%

Interpretation: This pie chart shows that 32% of the respondents have an Airtel broadband
connection. Hathway is also popular among the respondents similarly Excitel is also popular
at 20%.

18
2. Since how long have you been using the ISP?

Particulars No. of Respondents Percentage

1 year 12 24%
1-3 years 19 38%
More then 3 years 19 38%

Interpretation: Majority of the respondents have been using an ISP since 3 years. This
shows an internet connection is avidly present since a long time in various households.

19
3. What is your main purpose of an ISP connection?

Particulars No. of Respondents Percentage

Download 16 32%
Streaming 13 26%
Work 15 30%
Gaming 6 12%

Interpretation: 32% of the respondents’ main purpose is downloading meanwhile 30% of

the respondents use for work purpuses. Other purposes include streaming and gaming.

4. What is your current plan of broadband connection?

Particulars No. of Respondents Percentage

20mbps or less 8 16%
20mbps - 50mbps 18 36%

20
 50mbps - 100mbps 16 32%
More then 100mbps 8 16%

Interpretation:The pie chart shows that various respondents i.e. 36% have above average
broadband connection of 20mbps-50mbps and 32% have a pretty fast connection of 50mbps-
100mbps. 16% is 20mbps or less and above 100mbps each.

5. How much do you pay for your ISP connection?

Particulars No. of Respondents Percentage

Less then Rs. 500 8 16%
Rs.500 - Rs.1000 28 56%
More then Rs.1000 14 28%
21
Interpretation: 56% of the respondents have are paying Rs.500-Rs.1000 per month which
means for that price they have a above average internet speeds. On the other hand, 28%
demand more speeds therefore paying more then Rs.1000.

6. Have you ever contacted your broadband ISP for technical support?

Particulars No. of Respondents Percentage

Yes 37 74%
No 13 26%

22
Interpretation: 74% of the respondents have contacted the technical support which means
that one or the other issues regarding the ISP have been faced by them. 26% might not have
any issues therefore have not contacted or the connection installed is recent so issues have
not started to show up.

7. How would you describe your connection stability most of the time?

Particulars No. of Respondents No. Percentage

of Respondents
The connection is very stable 24 48%
with no single disconnection
The connection sometimes 22 44%
23
 disconnects itself
The connection is very 4 8%
unstable and disconnects itself
frequently

Interpretation: 48% of the respondents have a very stable connection, 44% of respondents
face disconnections sometimes and finally 8% of the respondents face very unstable
connections.

8. Do you prefer a wired broadband or a wireless broadband?

Particulars No. of Respondents Percenatge

Wired broadband 11 22%
Wireless broadband 39 78%

24
Interpretation: 78% of the respondents prefer wireless broadband over wired and 22% of
respondents prefer wired broadband over wireless broadband.

9. Are you interested in other ISPs connection?

Particulars No. of Respondents Percentage

Yes 16 32%
No 21 42%
Maybe 13 26%

25
Interpretation: 42% respondents are not interested in other ISP connections. This shows that
majority of the the respondents are satisfied with their current ISP connection. On the other
hand 32% might not be satisfied with their current ISPs and are therefore interested in other
ISPs.

10. Are you using WiFi calling which has been recently launched by various ISPs (Wi-Fi
Calling is a High Definition (HD) voice service that uses a High Speed Internet connection
to let you make and receive calls over a Wi-Fi network)?

Particulars No. of Respondents Percentage

Yes 23 46%
No 27 54%

26
Interpretation: 54% of the respondents are using WiFi calling feature and others are not. This
might be because their SIM carrier doesn’t this feature as of yet.

11. The internet connection is stable over all the ISPs in your opinion?

Particulars No. of Respondents Percentage

Strongly agree 13 26%
Agree 13 26%
Neutral 15 30%
Disagree 6 12%
Strongly disagree 3 6%

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Interpretation: 52% of the respondents believe that the internet connection is stable over
most of the ISPs. Rest do not agree with this statement. This means that they do not believe
and might not have a stable connection itself.

12. You get the recharge done easily

Particulars No. of Respondents Percentage

Yes 43 86%
No 7 14%

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Interpretation: Almost all of the respondents have recharge done seamlessly and are satisfied
with the recharge portals. Rest of the 14% respondents do not get recharge done easily and
face issues.

13. Rain affects the performance and connections of the broadband

Particulars No. of Respondents Percentage

Strongly agree 11 22%
Agree 10 20%
Neutral 12 24%
Disagree 11 22%
Strongly disagree 6 12%

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Interpretation: 24% feel that sometimes the broadband connection performance is affected
by the rain. 22% are highly affected by the rain and the other 22% disagree with the same.

14. Your broadband always performs better then mobile data

Particulars No. of Respondents Percentage

Strongly agree 16 32%
Agree 14 28%
Neutral 11 22%
Disagree 5 10%
Strongly disagree 4 8%

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Interpretation: 32% of the respondents strongly feel that the broadband connection always
outperforms the mobile data and are satisfied with it. Whereas, 18% of the respondents feel
that the broadband doesn’t outperform the broadband.

15. What would you recommend your ISP to add?

Particulars No. of Respondents Percentage

They should improve their 23 46%
customer care services
They should introduce new 19 38%
schemes to attract customers
They should improve the 15 30%
quality of services
Till now everything perfect 1 2%
None 1 2%

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Interpretation: 46% of the respondents feel that ISP companies need to improve their customer
care services. 38% feel that they should introduce new schemes to attract customers. 30% feel
that the should improve of the quality of services. Some of the respondents don’t have any
issues and for them everything is perfect as of yet.

Chapter-4: Summary and Conclusions

Findings of the Study-

1. The data shows that 32% of the respondents are availing the services of Airtel which is

the most used ISP in the sample size. We can say that Airtel has a major part of the

customer base.

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2. Major part of the sample size has been using ISPs for more then 3 years already. This

shows that people constantly want a fast pace internet connection.

3. Downloading is the most used purpose of the ISP connection which means that people

are into downloading of movies, videos etc. Secondly, work is given the priority

4. Most respondents prefer 20mbps-50mbps internet connection for their broadband

which is neither too high nor too low. This shows that people are satisfied with above

average internet speeds.

5. Most respondents pay Rs.500 – Rs.1000 per month for their ISP connection which

shows that the above average speeds are less then Rs. 1000. This shows that this cannot

be considered a major expense considering a family is using it and not just a single

person.

6. 74% of the respondents have never yet contacted technical support for any issues. This

shows that they are satisfied by the quality of services provided. Meanwhile, the other

7. 48% of the respondents feel that their connection is very stable and can use the internet

seamlessly. This shows that ISPs are providing good services whereas 44% of the

respondents are not satisfied with the connection.

8. Many people prefer wireless broadband connections

9. Though many are not interested to change to other ISPs but at the same time there are

many respondents at 32% which are interested in other ISPs. These might be the ones

who often experience disconnects and look forward to port to other ISPs

10. 54% of the respondents use WiFi caliing, this means that in that area the mobile

networks are not properly working thus the calls are made through the ISPs. Airtel and

Jio has released this feature on their networks respectively and most of the respondents

use Airtel ISP anyway. The other 46% might not have yet enabled the WiFi calling

feature yet.

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 11. 52% of the respondents which includes strongly agree and agree ones feel that the

stability of connection is same over various other ISP. This is because they might have

used and have experience with other ISPs. The others do not feel the same.

12. People get the recharge done easily which means that there is no issue with the

payment portals.

13. Rain plays a major roll in causing the problems in connections and 42% of the

respondents feel the same. This shows that the infrastructure is not strong enough to

not cause any problems in rainy situations. On the other hand its neutral for some.

14. Broadband connections can achieve the speeds which mobile data cannot. This can be

the reason of installing broadband connection for many. The ones who do not achieve

speeds better then mobile data have either low data plans or not upto the mark speeds

as specified.

Limitations-

Every scientific study has certain limitations and the present study is no more exception. These

are:

1. All the secondary data are required were not available.

2. Respondents were found hesitant in revealing opinion about supervisors and

management.

3. Shortage of time factor was one of the biggest constraints.

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 4. More stress was faced during collection of primary data through questionnaires and

also to collect secondary data from the organization in terms of organizational profile,

product and price profile.

5. All the observation and recommendation will be made on the feedback obtained from

survey.

Scope of the Study and Suggestions

The scope of the study is restricted to certain geographical areas i.e. West Delhi and the data

may vary when extending the area of study to other regions.

The Internet Service Providers play a major role in the accomplishment of certain tasks related

to the internet. For some people their work is even full dependent on the internet and a fast

paced and stable internet connection should be provided for the same.

References/ Bibliography

1. IJSTM - http://www.ijstm.com/images

2. Sulekha.com - https://www.sulekha.com/internet-service-providers/delhi

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3. Wikipedia.com/internet-service-provider- https://en.wikipedia.org/wiki/internet-service-

provider

4. ResearchGate-

https://www.researchgate.net/publication/226527931_Consumer_Satisfaction_for_Internet

_Service_Providers_An_Analysis_of_Underlying_Processes

Appendices

1. WhichisyourcurrentbroadbandISP? *

36
 Markonlyoneoval.

Airtel

Excitel

ACTFibernet

Hathway

Other:

2. Sincehow longhave youbeen usingthe ISP? *

Markonlyoneoval.

1year

1-3years

Morethen 3years

3. Whatisyourmainpurposeofan ISPconnection?*

Markonlyoneoval.

Download

Streaming

Work

Gaming

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4. What is your current plan of broadband connection?

20mbps orless

20mbps -50mbps

50mbps -100mbps

Morethen 100mbps

5. How muchdo youpayfor yourISPconnection?*

Markonlyoneoval.

Lessthen Rs.500

Rs.500-Rs.1000

Morethen Rs.1000

6. Have you evercontactedyourbroadbandISPfor technicalsupport?*

Markonlyoneoval.

Yes

No

7. How wouldyoudescribe yourconnectionstabilitymostofthetime?*

Markonlyoneoval.

Theconnectionisverystablewithnosingledisconnection

Theconnectionsometimesdisconnectsitself

Theconnectionisveryunstableanddisconnectsitselffrequently

38
8. Do you prefer a wired broadband or a wireless broadband?

Wiredbroadband

Wirelessbroadband

9. Are youinterestedinother ISPsconnection?*

Markonlyoneoval.

Yes

No

Maybe

10. Are youusingWiFicallingwhichhas been recentlylaunchedby variousISPs(Wi- FiCallingisa

HighDefinition(HD)voiceservicethat usesa HighSpeedInternet
connectiontoletyoumakeandreceivecallsoveraWi-Fi network)?*

Markonlyoneoval.

Yes

No

11. The internetconnectionisstableoverallthe ISPsinyouropinion?*

Markonlyoneoval.

Stronglyagree

Agree

Neutral

Disagree

Stronglydisagree

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12. Do you prefer a wired broadband or a wireless broadband?

Agree

Disagree

13. Rainaffectsthe performanceandconnectionsofthebroadband*

Markonlyoneoval.

Stronglyagree

Agree

Neutral

Disagree

Stronglydisagree

14. Yourbroadbandalwaysperformsbetterthenmobiledata*

Markonlyoneoval.

Stronglyagree

Agree

Neutral

Disagree

Stronglydisagree

15. WhatwouldyourecommendyourISPtoadd?*

Checkallthatapply.

Theyshouldimprove theircustomercare services

Theyshouldintroducenewschemes toattract customers
Theyshouldimprove thequalityofservices
Other:

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