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Wateen Telecom is the first company in the world to roll-out a WiMAX network at a country-wide scale. WiMAX is a standards-based technology enabling the delivery of last mile wireless broadband access as an alternative to wired broadband like cable and DSL. With globally renowned partners such as Motorola, Cisco, and Intel, the stage is set to revolutionize the way you use technology! With Wateen's WiMAX network, you get access to:

• Broadband Internet with up to 2Mbps dedicated speeds • Telephony with over 40 value added features, and
• Fully secure high-speed data networks

Subscribers can use advanced telephony, surf the Internet at super-fast speeds, make video calls, and watch IP-TV through the comfort and ease afforded by a single connection.

1.1 Packages:

Package A

Free CPE with 512Kbps Internet and ‘EverGreen Unlimited Telephony • Option 1
Pay once: Rs. 17,999
• Option 2
Upfront payment: Rs. 2,999 plus 1st monthly charge. Submit 11 post-dated cheques of Rs. 1,350 each

Package B

Free CPE choose your own Internet & Telephony tariff
• Option 1
Upfront payment: Rs. 8,499 plus 1st monthly charge. Submit 11 post-dated cheques for monthly charges • Option 2
Upfront payment: Rs. 2,999 plus 1st monthly charge. Submit 11 post-dated cheques of Rs. 499 plus monthly charges 1.2 Research Objectives:

• To determine overall customer satisfaction level of Wateen Wimax

• Determine the customer profile of Wateen Wimax users and the values they seek while choosing an internet connection

• To determine their reason for switching to Wimax

• How satisfied are the customers with different features of Wateen Wimax such as speed, connectivity, price and customer service

1.3 Research Design

The Research was based on a questionnaire that consisted of questions designed to achieve the desired research objectives. The questionnaire consisted of nineteen questions with a mix of open ended, close ended and scaled responses. The chosen sample was fifty people who are users of Wateen telecom so that we can find out what they feel about its services. These fifty interviews included field surveys and telephonic interviews.


As far as the profile of wateen Wimax users is concerned it can only be afforded by socio economic classes A and B because the initial and monthly charges are fairly high. Wateen Wimax users that we interviewed belong to different segments, use it for different purposes, they are using the service from different time periods and they are also using variable packages. These all dimensions of selected users are explained in detail as follows.

2.1 User Profession:
According to our research findings based on interviews from 50 respondents 19 of the users are employees of different organizations, 17 users have their own businesses, 11 are students, 2 are housewives and 1 is a doctor. Findings are also shown in fig. 1.1 in which jobs people, business men and students are three big sectors respectively.


2.2 User type:
Out of 50 users that we interviewed 20 are using WiMax in their offices while 30 are home users. This is also shown in figure 1.2 as 60% of users are home users while 40% are office users.

2.3 Usage Period:

The users we interviewed have been using the WiMax service for different periods as shown in figure 1.3. Out of 50 respondents 10 users are such who are using the service since the launch of WiMax in Pakistan. 18 users are using the service for last 3 months, 17 for 2 months and 5 for 1 month.


2.4 Package:

Wateen Wimax provides different packages with different speeds and download volumes. If we compare the use of packages on the base of different speeds most of the users use the package with speed of 512 kbps. According to our findings 39 of 50 users use 512kbps package while 7 respondents use 256kbps package, 3 respondents use 1MB and only...
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