Lovely 1

Professional
University

Topic:- Consumer perception and preference towards Internet

Service providers in Punjab.

M.B.A -III

TERM PAPER

2010-2011

MGT-531

Submitted by Guided by
Chandan Kumar singh Mr. Amit Dutt

Section-T-1902

Roll number –A-27

Regi no- 10903162

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DECLARATION
I hereby state that, this project report submitted by me in partial fulfillment of
requirements of the MBA is an original research work carried out by me under the
guidance and supervision of my faculty guide and this work or any part of it has
not been previously submitted for a degree of MBA.

Chandan Kumar Singh

MBA 3rd Sem.

ACKNOWLEDGEMENT
The project of such magnitude cannot be accomplished without the assistance and co-
operation of several people. Exchange of ideas generate a new object to work in a better
way. So, whenever a person is helped by others, his heart is bound to pay gratitude and it
is not merely formality but an expression of deep sense of gratitude and cumulative
appreciation.

I wish to express my deep sense of gratitude to my teacher and guide Mr . Amit Dutt ,
of LOVELY PROFESSIONAL UNIVERSITY, Jalandhar, whose support and guidance
along with timely advice has helped me to complete this project report.

[Name]

Chadnan Kumar Singh

Reg. No-10903162
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CONTENT

Page No.

Declaration……………………………….…02
Acknowledgement…………………….…….02
Introduction of the Industry………………04
Introduction of the study…………………..04
Objective of the Study…………………...…07
Review of Literature………………………..07
Need of the Study………………………..…10
Hypothesis Formulation…………………..10
Research Methodology……………………10
Data interpretation tools………………….11
Data Analysis………………………………12
Findings of the study……………………...22
Conclusion & Suggestions……………….23
Bibliography & Reference………………..24
Questionnaire………………………………25
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Introduction of the Industry.

INFORMATION technology has significant roles to play not only in businesses
but also in daily activities of individuals. User-friendly technology, for example the
Internet has changed the way people communicate, work and perform commercial
activities. The emergence of Internet technology, particularly the World Wide
Web, as an electronic medium of commerce offers new opportunities to industries
to adopt the Internet as their alternative marketing tools (or as the only marketing
channel).

Internet based services continue to grow in importance in ‘business-to-consumer’

and ‘business-to-business’ environments. For firms the increased importance of
Internet channels can be seen in its contribution to disseminating information,
enhancing consumer value, improving consumer satisfaction, loyalty and retention
as well as consumer perception which in turn leads to better profitability and
expanded market share. From the consumers’ perspective,

Internet-based services can significantly reduce the costs for searching, widen the
selection of vendors, deliver lower priced products/services, and increase
convenience, allowing greater control over products/service offered. This reduction
in cost has encouraged companies to expand electronic information services and
new competitors to enter existing market. It is vital for companies to understand
consumer adoption behavior, as their investment decisions in technology
infrastructure should be driven by consumer acceptance (adoption) and long-term
profitability.
Introduction to the Study
This study is based on the Topic “Consumer perception and preference towards
Internet Service providers in Punjab.” Consumer attitude measurements are
taken on either potential buries or existing client’s buries in order to identify their
characteristics. Why should the competent marketer conduct consumer research?
Consumer’s surveys’ can provide the researcher with a wealth of information,
valuable of the marketing function.

Detailed information regarding the customer in a market will provide the basic
platform for all marketing decisions. Marketing decision maker needs descriptive
information about the total potential unit and dollar sales in each segment. Perhaps
the most important one is that a seller needs to be aware of the relevant objective
and need of consumer and how their objectives might best be served by the
products.
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 CONSUMER
A consumer is an individual who purchase or has the capacity to purchase goods
and services offered for sale by marketing institutions in order to satisfy personal
or household needs, wants or desires. According to a statement made by Mahatma
Gandhi, ‘consumer refers to the following, “A consumer is the most important
visitor on our premises. He is not dependent on us. We are dependent on him. He is
not an outsider to our business. He is part of it. We are not doing him a favour by
serving him. He is doing us a favour by giving us an opportunity to do so”. So
consumer is like the blood of our business and also a satisfied customer is a word
of mouth advertisement of a product / services.

 CONSUMER BEHAVIOUR 
Consumer behaviour is the study of when, why, how, and where people do or do
not buy product. It blends elements form psychology, sociology, social
anthropology and economics. It attempts to understand the buyer decision making
process, both individually and in groups. It studies characteristics of individual
consumers such as demographics and behavioural variables in an attempt to
understand people's wants. It also tries to assess influences on the consumer from
groups such as family, friends, reference groups, and society in general.

 CONSUMER PREFERENCE
All marketing starts with the consumer. So consumer is a very important person to
a marketer. Consumer decides what to purchase, for whom to purchase, why to
purchase, from where to purchase, and how much to purchase. In order to become
a successful marketer, he must know the liking or disliking of the customers. He
must also know the time and the quantity of goods and services, a consumer may
purchase, so that he may store the goods or provide the services according to the
likings of the consumers. Now the whole concept of consumer’s sovereignty
prevails. The manufacturers produce and the sellers sell whatever the consumer
likes. In this sense, “consumer is the supreme in the market”.

As consumers, we play a very vital role in the health of the economy local, national
or international. The decision we make concerning our consumption behavior
affect the demand for the basic raw materials, for the transportation, for the
banking, for the production; they affect the employment of workers and
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deployment of resources and success of some industries and failures of others.

Thus marketer must understand this.
Preference (or "taste") is a concept, used in the social sciences, particularly
economics. It assumes a real or imagined "choice" between alternatives and the
possibility of rank ordering of these alternatives, based on happiness, satisfaction,
gratification, enjoyment, utility they provide. More generally, it can be seen as a
source of motivation. In cognitive sciences, individual preferences enable choice
of objectives/goals.
The study of the consumer preference not only focuses on how and why consumers
make buying decision, but also focuses on how and why consumers make choice
of the goods they buy and their evaluation of these goods after use. So for success
of any company or product promotion it is very necessary to depart its
concentration towards consumer preference.

 CONSUMER PERCEPTION
The process by which an individual selects, organizes, and interprets stimuli into a
meaningful and coherent picture of the world.

Perception is our sensory experience of the world around us and involves both the
recognition of environmental stimuli and actions in response to these stimuli.
Through the perceptual process, we gain information about properties and elements
of the environment that are critical to our survival. Perception not only creates our
experience of the world around us, it allows us to act within our environment.
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OBJECTIVES OF STUDY

 To know the consumer perception towards various Internet Service

Providers.
 To know the consumer Preference while selecting the Internet Service.

Review of Literature
Selwyn Neil, (2004) This paper aims to empirically explore the extent to which
actual use intensity of mobile internet (MI) access is influenced by factual use
conditions and evaluative perceptions of MI adopters. Furthermore, it analyzes
relationships between this usage behavior and mobile voice call as well as SMS
activity quantities at the individual customer level.
Factual MI use conditions (MI tariff type and appliance class, fixed broadband
internet home access) were significant predictors of MI use intensity, whereas MI-
related evaluative perceptions (e.g. MI value assessment) were not. Distributions of
MI, voice telephony, and SMS use intensities were highly skewed. A small group
of users disproportionately contributed to the total MI traffic generated by the
sample. Most customers use MI only to a limited extent after the initial adoption.
MI use intensity was not significantly correlated with mobile voice communication
or SMS activity levels. Kasper Hans ,(2010) The purpose of this paper is to
provide insight into how consumers cope with confusion caused by overload in
information and/or choice. The paper investigates whether consumers who face
different degrees of confusion use different coping strategies depending upon their
decision-making styles. The paper finds that consumers of mobile phones can be
characterized by combinations of decision-making styles and find three clusters
based on decision-making styles: “price conscious and cautious” consumers,
“brand-loyal and quality-driven” consumers, and “functionalist” consumers.
Results show significant main effects of the degree of confusion and the decision-
making styles on the use of coping strategies as well as a significant interaction
effect of these two. Higher levels of consumer confusion lead to an increased use
of seven coping strategies: downsizing the consideration set; keeping status quo;
reduced information search; search deferral; buying what others have bought;
disengagement from decision; and decision delegation. “Price conscious and
cautious” consumers engage less in downsizing the consideration set than the two
other clusters, and are less inclined to keep the status quo as compared to
“functionalist” consumers. Petruzzellis Luca , (2010) The main research question
 8

of the paper is to determine whether technology nowadays is overcome by

customer preferences and needs. In particular, the role of the brand is to be
analysed with respect to its influence in shifting customer preferences from the
technical performances (tangible elements) to the emotional/symbolic ones
(intangible elements). The findings show various dimensions that are relevant in
consumer minds when considering decisions regarding technological products.
Brand attitudes do relate positively to consumer intention to use (purchase) specific
mobile phones over others. Vlachos Pavlos A. ,(2008) The purpose of this paper
is to investigate the theoretical and empirical meaningfulness of a composite model
of behavioral intentions in a pure mobile internet services context. The study finds
that content quality, contextual quality, device quality, connection quality and
privacy concerns have a strong positive influence on service quality perceptions.
Overall, service quality, value and satisfaction have a simultaneous direct effect on
behavioral intentions. Hand Chris ,(2009) This paper seeks to understand the
triggers which influence the adoption (and the discontinuation) of online grocery
shopping. Specifically, the research aims to establish the role of situational factors
in the process of adoption. Both qualitative and quantitative results establish the
importance of situational factors, such as having a baby or developing health
problems, as triggers for starting to buy groceries online. Many shoppers are found
to discontinue online grocery shopping once the initial trigger has disappeared or
they have experienced a problem with the service. Mattila Anna S,(2004) , This
paper seeks to Despite its managerial importance, channel choice has received
scant attention in scholarly research. To close that gap, this paper incorporated
channel choice into Day and Landon's taxonomy of consumer responses to
dissatisfaction. A study using a 4 (channel choice: two interactive channels of face-
to-face and phone, and two remote channels of letter and e-mail) × 2 (motivation to
complain: redress seeking and venting) experimental design was conducted. Shame
proneness was examined using a quasi-experimental design. Our findings suggest
that consumers with a redress seeking goal opt for interactive rather than remote
channels. Consumers looking for tangible compensation might perceive face-to-
face or phone channels to be more effective due to the real-time interaction with
the service provider. Conversely, when customers wanted to vent their frustration,
they leaned more towards remote channels such as a written letters or e-mail. The
impact of shame proneness was particularly salient in a venting context. Gerpott
Torsten J.,(2010), This paper aims to empirically explore the extent to which
actual use intensity of mobile internet (MI) access is influenced by factual use
conditions and evaluative perceptions of MI adopters. Furthermore, it analyzes
relationships between this usage behavior and mobile voice call as well as SMS
activity quantities at the individual customer level. Factual MI use conditions (MI
tariff type and appliance class, fixed broadband internet home access) were
 9

significant predictors of MI use intensity, whereas MI-related evaluative

perceptions (e.g. MI value assessment) were not. Distributions of MI, voice
telephony, and SMS use intensities were highly skewed. A small group of users
disproportionately contributed to the total MI traffic generated by the sample. Most
customers use MI only to a limited extent after the initial adoption. MI use
intensity was not significantly correlated with mobile voice communication or
SMS activity levels. Hsu Huei-Chen, (2007) The major objective of this study is
to explore factors effect in purchasing preferences for foreign brands versus private
label brands (PLB) in urban China on the internet. Using the data collected in
GuangZhou, Shenzhen, Wuhan, Shanghai and Nanjing cities, it is found that both
their direct and indirect effects. Interesting to find, that Chinese consumers'
exposure to online products is relatively new, it appears that searching and
experience online in reducing their perceived risk of quality concern, and it affects
their choice of PLB. Price consciousness is very important to choose domestic PLB
across all purchase situations, whereas the other types of factors have differential
impact. It seems that Chinese respondents get used to surf on the internet, that is,
their perceived risk is not low, which is different from other literatures studied.
Vlachos Pavlos A.,(2008) The purpose of this paper is to investigate the
theoretical and empirical meaningfulness of a composite model of behavioral
intentions in a pure mobile internet services context. The study finds that content
quality, contextual quality, device quality, connection quality and privacy concerns
have a strong positive influence on service quality perceptions. Overall, service
quality, value and satisfaction have a simultaneous direct effect on behavioral
intentions. Choudary  Yanamandala Lokeswara , (2006) The study entitled “A
Study on the consumer preference on various mobile connections and buyer
behavior” was conducted in Chennai with special reference to RELIANCE
INFOCOMM. The study was undertaken to know the preference level of
consumers towards various mobile connections. The study covers various brands
like Airtel, Aircel, BSNL, Tata Indicom, and RIM in relation to various aspects.
The survey was conducted by collection from various consumers (Mobile
Users). The main objective of the study were to analyse the position of Reliance
India Mobile and other competitor brands ( Airtel , Aircel , Hutch , BSNL ) in the
consumers mind, to know the reason for preferring the particular brand over the
other brands and finally to receive the suggestions for the further improvement.
The type of research undertaken for the study was Descriptive Research and the
sampling design was judgmental sampling. Both primary and secondary data was
collected by interview method and referring the company manual and website of
the company. The statistical tool used in the study was percentage analysis,
weighted average Method, chi square test, one sample run test. The limitation of
the study was that the data provided by the respondents may be false at times and it
 10

is confined to 200 consumers only and conducted in Chennai only. Dirk C.

Moosmayer,(2010) By replicating two seminal studies on cause-related marketing
(CRM) campaigns, this paper aims to investigate the influence of gender and of
donation size on consumer perception of firm behavior, consumer attitude to
product, consumer goodwill toward the CRM campaign, consumer perception of
the benefit to the NPO, and consumer attitude toward CRM. Consumer perception
of firm behavior, consumer goodwill toward the CRM campaign, and consumer
attitude to product vary significantly by gender. Donation size has a significant
influence on consumer goodwill toward the CRM campaign and on consumer
perception of the benefit to the NPO. The impact of donation size is rooted in
external perceptions, and partly moderated by gender.

NEED FOR THE STUDY

 To determine the customer perception towards Internet service provider.
 To determine the customer preference towards Internet service provider.
 To determine the effectiveness of the service provided by the various company.

HYPOTHESIS FORMULATION
It is basically a presumption which Researcher uses when they do research.

 Null: - There is a significant effect on the difference between the perception

and preference of different service provider.
 Alternative:- There is no significant effect on the difference between the
perception and preference of different service provider.

RESEARCH METHODOLOGY
Before examining types of research designs it is important to be clear about the
role and purpose of research design. We need to understand what research design
is and what it is not. We need to know where design into the whole research
process from framing a question to finally analyzing and reporting data.

 Research design
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The purpose of the study to know “The Consumer perception and preference
towards Internet Service providers in Punjab.” Hence descriptive research
design used for this study. A survey was conducted through which an analysis was
drowned.
 Sample size
A sample of “50” sample was taken for the purpose of study and analysis.

 Sampling unit:
Sampling unit consisted of all users of internet services.
 Sample element:
Every user are the sample element.
 Sampling technique
Convenience sampling technique (non probability sampling) was used for the
survey. Quesnaire filled by the selected users.
 Data collection: data was collected through primary and secondary
sources.
(1) Primary data: primary data was collected with the help of
structured questionnaire and personal interview with dealers.

(2) Secondary data: Source of secondary data were collected with

help of published reports, magazines, newspapers and the websites.

DATA INTERPETATION TOOLS

The most often tools used to Examine are

 Mean.
 Standard Deviation.
 Coefficient of Co-Relation.
 Regression.
 Chi square test
 Factor analysis
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Data Analysis.
 Sex of the Respondent.

 ANALYSIS: The most of the respondent are male. 90% of male and only
10% are female.

 Age of the Respondent

 ANALYSIS: When we study the consumer preference and perception

towards the internet service provider. The most of the respondent are belong
to the age group 20 to 25. Because most of the respondent are student.
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 Occupation of the Respondent.

 ANALYSIS: 58% respondents are the student and around 20% of

respondent are business man and the Professional.
 Educational Qualification of the Respondents.

 ANALYSIS: when we talk about the educatuon qualification of the

respondent. Most of the respondent are professional and rest atleast passed
Up to Hs.
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 Income of the Respondents.

 ANALYSIS: 45% people income is between 5000 to 10000. 28% people

income is above 15000.

 ANALYSIS: The above data show the type of connection which is used
by the customer. We see that out of 50, 35 costomer prefer unlimited service
it show the unlimited plan is more prefabrabel then limited plans.
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 ANALYSIS: The above figure show the persentage of the customer of

every service. The higest percentage of customer is Airtel 36%, and BSNL
22%, after these Reliance is with 14%.

 ANALYSIS: This question show the percentage of customer. 52% people

using the Broad Band and 28% are using the Wireless, only 20% people
using the both services. As per the data, it can be analyzed that in spite of
tough competitions between these three Broad Band is more preferable than
others two technology.
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 ANALYSIS: The above question is about the period of the time using the
connection. The 36 % people is using the service is more then 6 to 12
month. 48% people are using the service is more then 2 years . it is show
that the customer is satisfied with the service. So we say that the customer is
satisfied with the service provider.

 ANALYSIS: This question is show the cost of the customer which is

incured in a month. We saw that 60% people spend only 500 per month. It is
happen because my target population is internet users. Only 24% people
spend the more then 500 but below in 1000. So we say that money is more
impact on customer satisfaction. If the company provide the chief cost
service then the people using more service.
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 ANALYSIS: This question is the most important because the customer tell
about who influenced while selcection of a service provider. When we
analysis the data we found that 42% people said that Friends influnce more
than others. 24% people said that advertisement influenced. And 20% people
said that Dealer influenced which selection a particular services.

 ANALYSIS: It is only to know the customer prefrence towards the service

provider. We know that customer only prefer something when they required
such type of services and it is very important for the customer satisfaction.
Many of the respondents are student so they only prefer internet service for
study. Professionals prefer for entertenment.
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 Factor analysis

Total Variance Explained

Initial Eigenvalues Rotation Sums of Squared Loadings
Compon
ent Total % of Variance Cumulative % Total % of Variance Cumulative %

1 1.649 20.613 20.613 1.538 19.224 19.224

2 1.432 17.896 38.509 1.398 17.471 36.695

3 1.305 16.313 54.821 1.318 16.470 53.165

4 1.104 13.800 68.621 1.237 15.456 68.621

5 .882 11.026 79.647

6 .741 9.264 88.912

7 .517 6.458 95.370

8 .370 4.630 100.000

Rotated Component Matrixa

Component

1 2 3 4

Good Service -.042 -.014 .851 -.066

Speed .007 -.816 -.251 .016

Price .015 .841 -.252 .065

Schemes -.139 -.045 .290 -.694

Availaiblity .789 -.096 -.122 -.160

Downloding charges .749 .070 .063 .056

Service charges .542 .084 .543 .362

Customer Care -.197 -.003 .263 .766

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ANALYSIS: When we calculate the factor analysis we reduce the data and
search the best factor which is effect the consumer. In the above data we see that
there are ten factors. And the consumer judged which is better for the customer.

In the above we see that the consumer chose the main three factors which is Speed,
Price, and Availability which is good for the customer and the customer wants to
these services.

When we analysis the component matrix in first rescaled components we took the
Good service, and Schemes is most important factors for the customer and we say
that better service if most important for the customer we say that reliability. In the
second component we say that Price, Downloading Charge and Customer Care are
also important for the customer. In the third availability and service charge is also
important for the customer.

The output of the factor analysis is obtained by requesting principal component

analysis and specifying the rotation. There are three stage of factor analysis. Stage
one being the factor extraction process, other is these factor extraction process in
shown in “screed plot”, wherein the objective is to identify how many factors are
to be extracted from the data. The most popular computation of an Eigen value, to
how many factors to extract. The higher the Eigen value of the factor, the higher is
the amount of variance explained by the factor.
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 Factor analysis

Total Variance Explained

Initial Eigenvalues Rotation Sums of Squared Loadings
Compon
ent Total % of Variance Cumulative % Total % of Variance Cumulative %

1 1.734 21.671 21.671 1.522 19.021 19.021

2 1.352 16.904 38.575 1.303 16.288 35.309

3 1.239 15.489 54.064 1.292 16.148 51.457

4 1.051 13.133 67.197 1.259 15.740 67.197

5 .826 10.319 77.517

6 .768 9.596 87.113

7 .625 7.815 94.928

8 .406 5.072 100.000

Rotated Component Matrixa

Component

1 2 3 4

Provide Good Service .740 -.183 .246 -.105

They have more plans -.136 .753 -.002 .091

Affordable rental charge .156 .151 .700 .073

Good Network Coverage .873 .128 -.102 .132

Better Billing System .114 .807 .062 -.058

Credit Facility for Connection -.057 -.086 .842 .079

Easy to Asses Service .336 .068 .122 .742

Less Complaint -.202 -.019 .054 .811

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ANALYSIS: The first step in interpreting the output is to look at the factor
extracted The last column of table of total variance shows that the four factor
extracted together account for 68% of total variance this is good deal because with
only four factor we have lost only about32% of the information content while
80.75% is retain by the two factors extracted out of the ten original variable our
null hypothesis is rejected because all factor have different importance on the
consumer preference and perception towards internet service provider.

Every consumer want to the better service so here the most four factors which is
influence the consumer is follows:

 Good Network Coverage

 Better Billing System
 Credit Facility
 Less Complaint

Most of the Consumer use service is more than the 1 or 2 years. It show that the
consumers are satisfied with the services. And the service provide the good
services.
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Findings of the study

When we study the consumer preference and perception toward the various
internet service provider in Punjab. we know that it is very important for the
industry to know the consumer preference and perception. Because if the
industry not know the preference than they not provide the better services. In
this study I find the various things which are important for the consumer in
related to internet service. Findings of the study is follow.

 The most of the respondent are male.

 The most of the respondent are belong to the age group 20 to 25.
 58% respondents are the student.
 Most of the respondent are professional.
 45% people income is between 5000 to 10000.
 Most of the consumer prefer the unlimited plans.
 The higest percentage of customer is Airtel 36%.
 52% people using the Broad Band. So Broad Band is more preferable than
others.
 The 36 % people is using the service is more then 6 to 12 month. It show
that the consumer are satisfied with the services.
 When we analysis the data we found that 42% people said that Friends
influnce more than others. 24% people said that advertisement influenced.
 In the above we see that the consumer chose the mainly three factors which
are Speed, Price, and Availability which are the main factors of consumer
preference while selecting internet services.
 Every consumer want to the better service so here the most four factors
which is influence the consumer is follows:
 Good Network Coverage
 Better Billing System
 Credit Facility
 Less Complaint
 23

Conclusion & Suggestions.

Recommendations:-

As mentioned in the future of Indian Internet and on the basis of the primary
research and secondary research, the following recommendations can be
concluded:

 Lowering the tariff plans of service providers will increase more competition.
 In order to allow technological upgradation, segment policies should be
technology-neutral, and not specifically prescriptive.
 Bringing more upgradation for the betterment of the users.
 Improvement of network infrastructure in both the urban and the rural Areas.

Conclusion:-

When we will discuss the Consumer preference and perception towards the
internet service provider in Punjab. We found that the customer is satisfied with
his service. We know that the switching cost is very low in this sector. So every
provider wants to attract the most of the existing and new customer.

India has one of the big opportunities for the Information Technology Sectors.
In just few years, the number of internet subscribers has gone up from just about
one million to 12 million, a subscriber base that only four other countries China,
the US, Japan and Russia can boast of. None can doubt the correlation between this
explosive growth in numbers and the steep decline in the cost of the internet
service and of its usage. Effective plans have reach of people even below the
middle-class.

The Indian governments also focus on the IT services. Today IT is the most Fast
Growing Sector in India. Every person wants to learn about the internet service.
So it the big opportunity for internet service provider to capture the whole market.
We know that Punjab is one of the most develop state in India. And the literacy
Rate is also High compare to some other states. So if the company focused in the
right manner than it is helpful for the company. The number portability issues will
solve many problems and will help the end users, which will change the whole
scenario of competition and will make the game tougher for the service providers.
 24

Bibliography & Reference.

www.scribd.com
www.proquest.com
www.ethesis.com
www.emerald.com

 Chris Hand,et al, (2009) "Online grocery shopping: the influence of situational factors",
European Journal of Marketing, Vol. 43 Iss: 9/10, pp.1205 – 1219
 Pavlos A. Vlachos,et al, (2008) "Determinants of behavioral intentions in the mobile
internet services market", Journal of Services Marketing, Vol. 22 Iss: 4, pp.280 – 291
 Luca Petruzzellis, (2010) "Mobile phone choice: technology versus marketing. The
brand effect in the Italian market", European Journal of Marketing, Vol. 44 Iss: 5,
pp.610 – 634
 Hans Kasper,et al, (2010) "Coping with confusion: The case of the Dutch mobile phone
market", Managing Service Quality, Vol. 20 Iss: 2, pp.140 – 160
 Anna S. Mattila, et al, (2004) "Consumer complaining to firms: the determinants of
channel choice", Journal of Services Marketing, Vol. 18 Iss: 2, pp.147 – 155
 Neil Selwyn, (2004) "Exploring the role of children in adults' adoption and use of
computers", Information Technology & People, Vol. 17 Iss: 1, pp.53 – 70
 Torsten J. Gerpott, (2010) "Communication behaviors and perceptions of mobile
internet adopters, Journal of Marketing", info, Vol. 12 Iss: 4, pp.54 – 73
 Hsu Huei-Chen, (2007) "A study of factors affecting the success of private label brands
in Chinese e-market", Journal of Technology Management in China, Vol. 2 Iss: 1, pp.38
– 53
 Pavlos A. Vlachos,et al, (2008) "Determinants of behavioral intentions in the mobile
internet services market", Journal of Services Marketing, Vol. 22 Iss: 4, pp.280 – 291
 Yanamandala Lokeswara Choudary , (2006) " Consumer Preference on Mobile
Connections and Buyer Behaviour Towards Relience Mobile in Chennai City", Journal
of Consumer Marketing, Vol. 23 Iss: 6, pp.314 – 326
 Dirk C. Moosmayer, (2010) "Consumer perceptions of cause related marketing
campaigns", Journal of Consumer Marketing, Vol. 27 Iss: 6, pp.543 – 549

Questionnaire for Customer

 25

I am the student of L.P.U is conducting a study on the Consumer perception and preference
towards Internet Service providers in Punjab. Please fill in the following questionnaire to help us
in our Survey.
Objective of the Study:
 To know the consumer Perception towards various Internet Service Providers.
 To know the consumer Preference while selecting the Internet Service.
Name: -………………………………………………………………………………
Sex:-…………………………………………………………………………………
Age:-…………………………………………………………………………………
Occupation
(a) Business (b) Home maker (c) Professional

(d) Student (d) Employee (e) Others………

Educational Qualification
(a)Up to Hs (b) Graduation
(c) Professional (d) Others………….

Income (P/m)
(a) Less than Rs.5, 000/- (b) Rs. 5,000/- to 10,000/

(c) Rs. 10,000/- to 15,000/ (d) Above Rs. 15, 000/

Q1 Which type of connection do you prefer?
(a) Limited (b) Unlimited
Q2 Which service are you using now?
(a) BSNL (b) Reliance (c) Airtel (d) Idea
(e) Connect (f) Tata (g) Others……………….
Q3 Which technology do you Prefer?
(a)Wireless (b) USB Device (c) Broad Band
Q4 How long have you been using this connection of your service provider?
(a)Less than 6 Month (b) 6-12 Month
(c) 1-2 Years (d)More than 2 years
Q5 How much do you spend per month on you Internet Connection?
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(a)Up to 500 (b)501-1000

(c)1001-1500 (d)More then 2000
(6) Who influenced you to buy the particular Internet service provider?
(a) Family Member (b) Neighbours (c) Dealers
(d) Friends (e) Advertisement (f) Others
(7)Why do you prefer internet service?

(a) For Study (b) For Business (c) For Entertainment

(d) Downloading (e) Games (f) Others
(8) Following factors influenced while selecting Internet connection? Rank the following
factors according to your preference. (Strong Agree-1, Agree-2, Somewhat Agree-3, and
Disagree-4)

S No. Factors Strongly Agree Somewhat Disagree

Agree Agree
1 Good Service
2 Speed
3 Price
4 Schemes
5 Availability
6 Downloading charges
7 Service Charge
8 Customer Care

Q 9 Rank the following factors according to your satisfaction for the services provided by
your internet service provider. (1 Being lowest and 5 Being highest)

S No. Factors 1 2 3 4 5
1 Provide Good Service
2 They have more plans
3 Affordable rental charge
4 Good Network Coverage
5 Better Billing System
6 Credit Facility for Connection
7 Easy to Asses Service
8 Less Complaint

(10)What is your valuable suggestion / opinion about your Internet service

provider?...........................................................................................................................................
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