Bayantel Service Quality and Customer Care
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 1 INTRODUCTION Rationale of the Study The Research Problem Hypothesis of the Study Theoretical and Conceptual Framework Significance of the Study Definition of Terms
Chapter 2 REVIEW OF RELATED LITERATURE
Chapter 3 METHOD Research Design Research Respondents Instrument Sale of Instrument Data Gathering Procedure Statistical Tools
Chapter 4 DATA PRESENTATION, ANALYSIS And INTERPRETATION
Chapter 5 SUMMARY 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
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 1 INTRODUCTION Rationale of the Study The Research Problem Hypothesis of the Study Theoretical and Conceptual Framework Significance of the Study Definition of Terms
Chapter 2 REVIEW OF RELATED LITERATURE
Chapter 3 METHOD Research Design Research Respondents Instrument Sale of Instrument Data Gathering Procedure Statistical Tools
Chapter 4 DATA PRESENTATION, ANALYSIS And INTERPRETATION
Chapter 5 SUMMARY 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