Bayantel Service Quality and Customer Care

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BAYAN TELECMMUNICATION SERVICE QUALITY AND CUSTOMER CARE

A Marketing Research Presented to the
FACULTY OF THE COLLEGE OF BUSINESS ADMINISTRATION
University of Mindanao
Davao City

Submitted by

Nicolle Shane P. Catabay
Rachel Jay B. Adlaon
Odessa M. Eding
Pip D. Coñate

August 2011

TABLE OF CONTENTS

Pages

Title Page i
Approval Sheet ii
Acceptance Sheet iii
Table of Contents iv
List of Tables vi
List of Figures vii
Acknowledgment viii
Abstract ix

Chapter 1INTRODUCTION
Rationale of the Study
The Research Problem
Hypothesis of the Study
Theoretical and Conceptual Framework
Significance of the Study
Definition of Terms
Chapter 2REVIEW OF RELATED LITERATURE
Chapter 3METHOD
Research Design
Research Respondents
Instrument
Sale of Instrument
Data Gathering Procedure
Statistical Tools

Chapter 4DATA PRESENTATION, ANALYSIS
And INTERPRETATION

Chapter 5SUMMARY of FINDINGS, CONCLUSIONS,
and RECOMMENDATIONS

References

Appendices

Appendix A – Survey Questionnaire
Appendix B – Permission to Conduct Study
Appendix C – Statistician Certificate
Appendix D – Grammarian Certification

Curriculum Vitae

CHAPTER 1

Introduction

This chapter discusses the company background highlighting the operational review of the company to include its company ownership and rates after year round of successful operation. Bayan Telecommunications, Inc. (BayanTel) is a telecommunications company serving areas in Metro Manila, Bicol and local exchange service areas in the Visayas and Mindanao regions combined cover a population of over 25 million, nearly 33% of the population of the Philippines. Its operating units in the provincial fronts are the following: BayanTel - Bicol for Bicol region; BayanTel - Eastern Visayas for Samar & Leyte provinces; and BayanTel - South Mindanao for Davao del Sur and South Cotabato particularly Davao City and General Santos City, and BayanTel - Agusan for North Mindanao areas particularly Butuan City and Agusan Towns; respectively. BayanTel is also a provider of data and communications services such as dedicated domestic and international leased lines, frame relay services, Internet access, and other managed data services like Digital Subscriber Lines. BayanTel, was the operating arm of BTHC and formerly known as International Communications Corporation, it was incorporated on April 18, 1961. BayanTel is duly enfranchised to provide the following major telecommunications services: Local Exchange Carrier service, International Gateway Facility service; Leased Line service, domestic and international, Public Trunk Radio service, Public Calling Office service, BayanTel's existing nationwide network is composed of satellite, terrestrial and land/submarine based cable facilities. The network includes capacities in the National Digital Transmission Network, a joint project of six Philippine telecommunications carriers. BayanTel has 83% capacity interest in the project. The National Digital Transmission Network is the only major alternative telecommunications backbone in the Philippines, while the other being was operated by Philippine Long Distance Telephone. The network also includes RCPI's existing Synchronous Digital Hierarchy microwave network with spur links that also extends from Luzon to Mindanao. Both BayanTel and RCPI's networks are linked together to form a seamless and redundant system. Ownership, structure and affiliates BTHC is 85.4 owned by the Lopez Group and Benpres, a publicly-listed holding company owning the Lopez Group’s investments in communications, power, infrastructure and real estate, among others. BTHC’s other main shareholder is the AIF. AIF is advised by AIFML which...
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