Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)ISSN 2305-915XWireless Internet Service and CustomerSatisfaction: A Case Study on YoungGeneration in BangladeshPapri Shanchita RoyLecturer (Statistics), Department of Business Administration, Stamford University BANGLADESHABSTRACTAs a developing country, Bangladesh has done remarkably well in lastcouple of years in case of adopting internet technology. This studyexamines whether there is difference in satisfaction between male andfemale youngsters in respect of 14 variables. To achieve this objective total100 youngsters have been considered. The difference in satisfaction isdetermined by one-way ANOVA analysis. The findings reveal that thereare only three variables in which there is difference in satisfaction betweenmale and female youngsters.Key-words: Wireless internet, Customer satisfaction, Variables, Male,Female.1 INTRODUCTIONThere are two basic types of wireless Internet: a wireless Internet connection througha device called a router (this type of wireless Internet is called WiFi), and then thereis wireless Internet access through the cell phone network. Wireless routers are verycommon in homes, offices, and "wireless hotspots" is found at coffee shops, airports, andelsewhere. These are basically just small electronic "boxes" that hook up to Internetconnection so people can share the connection between several computers, or simply togive the freedom to place computer wherever people want, and not just next to the cableor phone outlet. The cell phone data network (wireless Internet through the cell phonenetwork in other words) of course is very widespread -- pretty much everywhere wherepeople can get a cell signal -- and can be used not only with a cell phone but also with agrowing number of computers. Now if people want to get really technical, these two typesof wireless Internet work differently. But in a general sense, if people simplify things andexplain them in a basic way that will make sense to the average person, they both workalong the same general lines. With a portable phone, something most of us have in ourhome, the phone has two parts: a handset and a cradle. The cradle gets plugged into thephone line -- the connection to the phone network -- and takes that connection andbroadcasts it via radio waves more or less in all directions. If the handset is within range ofthe signal, it picks up this signal and relays the telephone connection so you can make orreceive a call. Wireless Internet, whether its via a cell network or a wireless router, worksthe same basic way: people have a connection to the Internet, which is sent out wirelesslyCopyright 2012, Asian Business Consortium AJASEPage 96
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)ISSN 2305-915Xto a receiver of some sort, very much like a portable phone cradle sends out the telephoneconnection to the handset. The broadcast can come from a wireless router hooked up to acable or DSL Internet connection, or the broadcast can be from a cell phone tower hookedinto the cell phone network and relaying the Internet connection. On the other end peoplehave a "handset", which is a receiver in a computer, smart phone, or other device. Thiscould be a WiFi card in a laptop or desktop computer for the one type of wireless Internet,or a receiver in a cell phone or laptop using the cell data network.Researchers have focused on antecedents of customer satisfaction because customer‟ssatisfaction is generally assumed to be a significant determinant of repeat sales, positive„word-of-mouth‟, and consumer loyalty (Bearden and Teel, 1983). Although the subject ofsatisfaction has been discussed extensively in the literature of information systems, ecommerce and marketing (DeLone and McLean, 1992; Liu et al., 2008), the exploration ofantecedents to customer satisfaction with wireless internet service is still in its infancy.Unfortunately, there has been very little research on overall consumer‟s satisfaction of thewireless internet service market of Bangladesh. The purpose of this study is to explore thedifference in satisfaction between male and female youngsters about the wireless internetservice in Bangladesh.2 Review of the LiteratureServices have been studied extensively since 1980s. The idea of linking service value andcustomer‟s satisfaction has existed for a long time. Customer satisfaction has been studiedand recognized as an important factor in the management literature for the past fewdecades. Studies indicate that there are links among customer satisfaction, customerloyalty, and profitability. During recent years, there have been studies that haveestablished mechanisms that attempt to link customer‟s satisfaction and customer loyalty.Many studies additionally attempt to establish connections between service quality,customer satisfaction, customer loyalty, and profitability (Grönroos, 1978, Grönroos, 1980,Grönroos, 1982, Parasuraman et al., 1985, Reichheld and Sasser, 1990, Sewell and Brown,1990, Jones and Sasser, 1995, Heskett, 1997, Anderson and Mittal, 2000).Customer satisfaction generally means customer reaction to the state of fulfillment, andcustomer judgment of the fulfilled state (Oliver, 1996). In this paper, we borrow thisdefinition of customer satisfaction. There are many benefits for a company from a highcustomer‟s satisfaction level. It heightens customer loyalty and prevents customer churn,lowers customers‟ price sensitivity, reduces the costs of failed marketing and of newcustomer creation, reduces operating costs due to customer number increases, improvesthe effectiveness of advertising, and enhances business reputation (Fornell, 1992). Themain factor determining customer satisfaction is the customers‟ own perceptions of servicequality (Zeithamal & Bitner, 1996). In this study, we shall define service quality as thecustomers‟ satisfaction or dissatisfaction formed by their experience of purchase and useof the service (Parasuraman, Zeithamal, & Berry, 1994).As a general rule, customer satisfaction and customer loyalty are very closely related.Customer‟s satisfaction functions as an antecedent of customer loyalty. It preventscustomer churn and consolidates retention, thereby constituting an important cause ofcustomer loyalty (Fornell, 1992; Reichheld, 1996). Further, while affected by marketstructure, customer type and customers‟ individual ways of solving problems, theconnection between customer satisfaction and customer loyalty is not always a linearrelation, although it constitutes a positive relation-ship (Fornell, 1992; Soderlund, 1998).Copyright 2012, Asian Business Consortium AJASEPage 97
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)ISSN 2305-915XAnd when customers switch the service provider, they tend to perceive the burden of riskswhich becomes the switching barrier that influences customer loyalty.3 Objectives of the StudyThe objective of the study is to determine whether there is difference in satisfaction ofmale and female youngsters in Bangladesh regarding wireless internet service in respect of14 variables.4 Methodology of the StudyThe data has been collected from 100 students (50 female and 50 male) of differentuniversities in Dhaka on random basis using a structured survey questionnaire. The studyperiod is limited to August-October, 2012. The data has been analyzed through one-wayANOVA technique. The secondary sources are different articles, websites and books.5 Empirical Data AnalysisIn this study, at first the authors tried to find out from which wireless internet serviceprovider, the customers were taking service previous and are using at present.Table-1: Previous Internet Service ProviderInternet service providerFrequencyCumulative 13100.0Total100Table-2: Current Internet Service ProviderInternet service providerFrequency Cumulative 0.0Total100By comparing table-1 and table-2, we find that the number of users of GP, Banglalink andCitycell has decreased whereas the number of customers of Robi, Airtel,Qubee andBanglalion has increased. It is worth mentioning here that the frequency of Teletalk was 1in previous and at present none is its customer and Ollo is the new addition now.Copyright 2012, Asian Business Consortium AJASEPage 98
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)ISSN 2305-915XTable-3: Duration of wireless internet usingDuration of useFrequencyCumulative frequencyLess that 6 months2727.06-12 months2552.013-24 months2274.0Above 2 years26100.0Total100This table shows that the different duration of using wireless internet is more or less same.Type of wirelessPostpaidPrepaidTotalTable-4: Type of wirelessFrequency Cumulative frequency2222.078100.0100This table illustrates that most of the customers use prepaid option between two options.Table-5: Device for internet useType of wirelessFrequency Cumulative al100This table demonstrates that still now most of the customers are using internet throughdesktop followed by laptop and mobile.To determine whether there is difference in satisfaction of male and female youngsters inBangladesh regarding wireless internet service in respect of 14 variables, the authors set 14hypotheses which are as given below:HA1 HA2 HA3 HA4 HA5 HA6 HA7 There are differences in satisfaction level of network coverage between male andfemale.There are differences in satisfaction level of upload/download speed betweenmale and female.There are differences in satisfaction level of dropping network between male andfemale.There are differences in satisfaction level of availability of physical customer carecentre between male and female.There are differences in satisfaction level of 24 hours customer care supportbetween male and female.There are differences in satisfaction level of response of stuffs to complaints ofcustomers between male and female.There are differences in satisfaction level of home service facility between maleand female.Copyright 2012, Asian Business Consortium AJASEPage 99
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)HA8 HA9 HA10 HA11 HA12 HA13 HA14 ISSN 2305-915XThere are differences in satisfaction level of set-up charge between male andfemale.There are differences in satisfaction level of bill of prepaid or post-paid betweenmale and female.There are differences in satisfaction level availability of prepaid card betweenmale and female.There are differences in satisfaction level of promotional offer between male andfemale.There are differences in satisfaction level of updated website between male andfemale.There are differences in satisfaction level of different program arrangementbetween male and female.There are differences in satisfaction level of brand image between male andfemale.Table-6: ANOVASatisfaction withnetwork coverageBetween GroupsWithin GroupsTotalUpload/downloadBetween GroupsspeedWithin GroupsTotalFrequency ofBetween Groupsdropping networkWithin GroupsTotalAvailability ofBetween Groupscustomer care centre Within GroupsTotalAvailability of 24Between Groupshours customersWithin Groupssupport centreTotalCustomer care stuffBetween Groupsresponse of yourWithin GroupscomplaintsTotalHome serviceBetween GroupsfacilityWithin GroupsTotalSetup chargeBetween GroupsWithin GroupsTotalcharge of prepaidBetween Groups/postpaid billWithin GroupsTotalavailability of prepaid Between Groupscard/bill paymentWithin Groupssystem of postpaidTotalSum 056.1601.00061.96062.960Copyright 2012, Asian Business Consortium 9919899MeanSquare F.090 .0621.461Sig.805.010.683.015.904.000.566.000 1.000.250.730.342.5604.410 6.422 .013.687.160.776.206.651.810.6421.262 .2642.250 3.769 .055.597.040.573.070.7921.000 1.582 .212.632Page 100
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)promotional offerof service providerdeveloped/updatedwebsiteDifferent programmearrangementBrand imageISSN 2305-915XBetween GroupsWithin GroupsTotalBetween Groups1.96066.04068.0001.4401989911.960 2.909 .091.674Within 098991989919899.724TotalBetween GroupsWithin GroupsTotalBetween GroupsWithin GroupsTotal1.440 1.988 .162.810.7751.045 .3091.690 2.179 .143.776This table reveals that there are differences in satisfaction level of availability 24 hourscustomer care centre at 95% level of confidence, set-up charge and promotional at 90%level of confidence between male and female youngsters.From their experience (satisfaction level) some of the customers want to change theirpresent internet service provider and some want to remain with present internet serviceprovider. The outcome is as follows:Table-7: Choice for Future internet service providerInternet service providerFrequency Cumulative 493.0Ollo7100.0Total100This table states that most of the customers want to use Banglalion and Qubee. Their nextchoice is GP and the choice for other internet service providers is insignificant numbers.6 ConclusionThe present study examines the issues of customer‟s satisfaction of wireless internetservices in Bangladesh. In conducting this research, the researchers have perceived thechallenges of evaluating the customer‟s satisfaction of wireless internet services inBangladesh because there are not many studies have been conducted in Bangladesh. Theresults of this study should not be generalized extensively since this study is based on thestudent of different universities of Dhaka who have higher education level and previousknowledge on internet technology which make data collection more convenient. Futureresearch could be conducted in order to identify the influence factors of customer‟sCopyright 2012, Asian Business Consortium AJASEPage 101
Asian Journal of Applied Science and Engineering, Volume 2, No 2 (2013)ISSN 2305-915Xsatisfaction on wireless internet services in Bangladesh. Although it seems to be areasonable conclusion to say that the results of this study serve to provide a considerablymore thorough understanding of the current wireless internet service market Anderson, Eugene W. and Mittal, Vikas. 2000. “Strengthening the Satisfaction-ProfitChain”, Journal of Service Research, Nov, 2000, Vol. 3, No. 2, 107-120.Fornell, Claes. 1992. "A National Customer Satisfaction Barometer: The SwedishExperience", Journal of Marketing, Jan, 1992, Vol. 56, No. 1, 6-21.Grönroos, Christian. 1978. "The Nature of Service Marketing", Working Papers, No. 11,1978, Swedish School of Economics and Business Administration, Helsinki, Finland.Grönroos, Christian. 1980. "An Applied Service Marketing Theory", Working Papers, No.57, 1980, Swedish School of Economics and Business Administration, Helsinki, Finland.Grönroos, Christian. 1982. "Strategic Management and Marketing in the Service Sector",ResearchReports, No. 8, 1992, Swedish School of Economics and BusinessAdministration, Helsinki, Finland.Heskett, James L., Sasser, W. Earl and Schlesinger, Leonard A. 1997. "The Service ProfitChain", The Free Press, New York, USA.Jones, Thomas O. and Sasser, W. Earl Jr. 1995. "Why Satisfied Customers Defect", HarvardBusiness Review, Jul-Aug, 1995, Vol. 73, No. 6, 88-99.Oliver, Richard L. 1996. "Satisfaction: a behavioral perspective on the consumer",Irwin/McGraw-Hill, Boston, Massachusetts, USA.Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. 1985. "A Conceptual Modelof Service Quality and Its Implications for Future Research", Journal of Marketing, Fall,1985, Vol. 49, Iss. 4, 41-50.Parasuraman, A., Zeithaml, Valarie A. and Berry, Leonard L. 1994. "Reassessment ofExpectations as a Comparison Standard in Measuring Service Quality: Implications forFuture Research", Journal of Marketing, Jan, 1994, Vol. 58, Iss. 1, 111-124.Reichheld, Frederick F and Sasser, W. Earl Jr. 1990. "Zero Defections: Quality Comes toServices", Harvard Business Review, Sep-Oct, 1990, Vol. 68, No. 5, 105-111.Reichheld, Frederick F. 1996. "Learning from Customer Defections", Harvard BusinessReview, Mar-Apr, 1996, Vol. 74, No. 2, 56-69.Sewell, Carl and Brown, Paul B. 1990. "Customer for Life: How to Turn That OnetimeBuyer into a Lifetime Customer", Pocket Books, New York, USA.Soderlund, M. 1998. Customer satisfaction and its consequences on customer behaviorrevisited.International Journal of Services Industries Management, 9(2), 169–188.Zeithamal, V. A., & Bitner, M. J. 1996.Services marketing. New York: McGraw-Hill.UPCOMINGABC JOURNAL OF ADVANCED RESEARCHABC Journal of Advanced Research is a blind peer-reviewed international multi- disciplinaryresearch journal which deals with applied as well as theoretical issues.Paper submissions should be electronically in MS-Word form. Www.Abcjournals.NetCopyright 2012, Asian Business Consortium AJASEPage 102
As a general rule, customer satisfaction and customer loyalty are very closely related. Customer‟s satisfaction functions as an antecedent of customer loyalty. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer
Open Intel PROSet/Wireless Click to start Intel PROSet/Wireless when Intel PROSet/Wireless is your wireless manager. If you select Use Windows to manage Wi-Fi from the Taskbar menu, the menu option changes to Open Wireless Zero Configuration and Microsoft Windows XP Wireless Zero Configuration Service is used as your wireless manager. When
TRENDnet’s AC1750 Dual Band Wireless Router, model TEW-812DRU, produces the ultimate wireless experience with gigabit wireless speeds. Manage two wireless networks—the 1300 Mbps Wireless AC band for the fastest wireless available and the 450 Mbps Wireless N ba
Wireless AC3200 Tri Band Gigabit Cloud Router Wireless AC3150 Ultra-WiFi Gigabit Cloud Router Wireless AC1900 Gigabit Cloud Router Wireless AC1750 Gigabit Cloud Router Wireless AC1750 High-Power Gigabit Router Wireless AC1200 Gigabit Cloud Router Wireless Technology Tri Band Wireless AC (5300
Wireless# Guide to Wireless Communications Chapter 1 Introduction to Wireless Communications . Wireless Local Area Network (WLAN) - Extension of a wired LAN Connecting to it through a device called a wireless . network Each computer on the WLAN has a wireless network interface card (NIC) - With an antenna built into it .
1992 -First UHF wireless intercom System 800. 2003 -PRO850 Synthesized UHF Wireless Intercom. 2004 -DX200 2.4 GHz Digital Wireless Intercom. 2005 -DX100 Portable Digital Wireless Intercom. 2006 -WH200 All-in-One Wireless Headset. 2007 -DX300 Two Channel Wireless Intercom System. 2008 -WS200 Wireless Speaker Station. HME CUSTOMER DRIVEN SOLUTIONS
Configuring Wireless Service(s) To access wireless service . 1. Login to ASDS by typing https://ads.honeywell.com in your browser. 2. On the ASDS Dashboard page, click . Wireless Service Management. The . Manage Wireless Gateway. page appears. Accessing Wireless Service Downloading Configuration File . 1 . 1 . Contents
Customer satisfaction has identified as an important influencer on customer loyalty. Further, customer trust impacted by customer satisfaction which proved that customer satisfaction is an antecedent of customer trust. Moreover, an indirect relationship between customer satisfaction and loyalty through customer trust was observed.
TARGET Questions & Answers 1 Mark Salient Features : Prepared as per the New Textbook for the year 2018. Complete 1 mark questions for all chapters. In-text, S, HOT Board Expected Questions (BEQ) & Answers. Useful for Public Exam 2019. SURA PUBLICATIONS Chennai HIGHER SECONDARY FIRST YEAR Sigaram Thoduvom ECONOMICS This material only for sample firstname.lastname@example.org For More Details 9600175757 .