Analyzing the Behavior and Reactions of Different Professional Regarding Services of Internet Service
Providers in a City of Bangladesh: A Study on Sylhet City.
Abstract
The user of internet is growing rapidly throughout the world. The Internet came late to Bangladesh with
connectivity in 1996. An Internet Service Provider (ISP) is a commercial organization that sells internet
connection to home and business. This paper analyzes the behavior and reactions of different
professional regarding services of Internet Service providers in Sylhet city of Bangladesh. We collected
data from 200 respondents through questionnaire as primary sources and used secondary sources of
broachers, journals, internet and newspapers etc.. The data is analyzed by using simple statistical
techniques of descriptive statistics like frequency distribution, cross tabulation and Chi-square analysis
by using SPSS 19 and Microsoft excels 2007. The researchers analyzed the users behavior in internet
use and their complain regarding not getting expected services from the providers on network,
continuous flow of service, cost, downloading speed, bonus and recharging problems.
The study
revealed the fact that users are using ISP service due to low cost and better network, most of their time is
used in downloading, and they are dissatisfied due to poor network and service disruption. So the
researchers recommend considering mostly the cost, network and smooth flow of service with
satisfactory customer service to solve the individualized problems. Better service can ensure better
business and block the road of new entrants in the market.
Keywords: Internet service Provider, Sylhet city, Professional, Behaviors of users
Introduction
Simply internet of simply the net is a giant network of worldwide networks, links may of the world’s
scientific, research, educational, commercial, entertainment and social networks.(Alamgir, 2009) World
is now connected by internet. People of different walks of life are using internet every moment. In
1
Bangladesh, around 10 million people are using internet every day (The Daily Star, March 29, 2014 )
and this is growing at a rate of around 500% (Islam, Ahmed 2011)
These people are connected to the internet by subscribing to an internet service provider. An Internet
service provider (ISP) is a commercial organization with a permanent connection to the internet that
sells temporary connections to retail subscribers (). There are many ISPs in Bangladesh like Banglalion
WiMax , Internet service providers association Bangladesh, Qubee WiMax, Access Telecom (BD) Ltd,
Bangladesh Online Ltd ,Bijoy, ISP in Bangladesh, Agni Systems Ltd. Dhaka com Limited, Information
Services Network – ISN, First online internet service provider in Bangladesh,
Dhaka Broadband
Limited, Grameen Cybernet Ltd. , Dhaka Telecom, Connect Bd Limited, Sylhet Communication
System, Sylhet Online, Chittagong Online Limited, Ektoo, Brac Network System , AB Network
Limited, One net Communications Ltd, Global Information Services Ltd, World Net Bangladesh, BTCL
Broadband, Bd Broadband, SKY bd, United Communications & Services, Optimaxbd.com Broadband
ISP, Bangladesh Submarine Cable Company Limited (BSCCL, BD tel Communication Ltd, U-Turn ISP,
X press, Earthlink IT Communications Ltd., SAM Online, Broad Band Telecom Services Ltd., DRUTI
Network Ltd. , GBtel - Internet Service Provider Dhaka Bangladesh, Business Technology Solutions
(www.marketresearch.com).
Sylhet is one of the most one of the seven divisional city of Bangladesh of total population of …..
which it remarkable for Hazrat Shajalal (RA) and 360 followers. A lot of educated people like students,
doctors, professors, and ministers’ needs internet for their future outcomes. In Sylhet region Banglalion
Wimax, Qubee, Citycell zoom, link 3, unique line, Sylhet communication system and mobile operators
are ISPs.
Satisfaction of users depends on benefits of the product or services and methods of delivering the
benefits by the consumers (Mia 1999). This is really the satisfaction or dissatisfaction come from the
experience of using the service (Parasuraman, Zeithamal & Berry, 1994). The internet users reactions
depends on the satisfaction from the services provided by the ISPs and this satisfaction depends on the
cost, speed, smoothness and problem solving mechanism of the service providers. To improve the
quality of service to provide satisfaction to users to acquire and restore the market, the using style and
purpose of the users is to be identified properly.
Objectives:
2
To study the behavior and reaction of different professional regarding services of Internet Service
providers in Sylhet city of Bangladesh
Specific objectives:
1. To study the using pattern of internet by different professionals.
2. To study the problems faced by the professionals in using internet connected by different service
providers.
3. To recommend some imperatives to be followed by ISPs to provide satisfaction to the users and
acquire and retain expected market share.
Research methodology:
Research design: As the research is to study the different plans of ISPs and suggests ways to overcome
the limitations, so this is a research of Descriptive nature.
Sampling design: To get the opinion of different classes of people of the society, the study is planned to
use the stratified sampling design, As the users of ISPs are from students, teachers, professionals,
businessmen, unemployed youth, so the study is oriented to take the data from these classes.
Data collection: The primary data was collected from the students, teachers, businessmen, doctors,
engineers and others professions and the secondary data collected from the broachers, websites,
newspapers, journals etc
Data Analysis: The data is analysis by using simple statistical techniques of descriptive statistics,
namely frequency distribution, cross tabulation and chi-square analysis by using SPSS 19 and Microsoft
excel 2007. The following hypotheses are tested to interpret the data and come on the conclusion:
Hypothesis 1: There is no significant relationship between different professionals and uses of ISP.
Hypothesis 2: There is no significant difference in time spend in browsing by different professionals
Hypothesis 3: There is no significant difference between downloading time of different professionals.
Hypothesis 4: There is no significant difference between different professionals’ time spending
behavior on emailing.
3
Hypothesis 5: There is no significant relationship between professions and difference of
service disruption felt by them.
Hypothesis 6: There is no significant difference in trouble faced by different professionals due
to customer services.
Interpretation: Interpretations can be made by the output of statistics and judgment of the researchers.
Findings
i.
Users of different ISPs: Users choice the ISPs on the basis of their nature of work, the speed
required, the cost involved and quality of services. There may be difference among the
different professionals as their needs are different. Table 1 shows the selection of ISPs by
different profession in Sylhet city. After collecting the data and analyzing the table we see
that 40.3% of the students are using Banglalion Wimax among the available ISPs. Only 6.2%
are using others ISPs like link 3, Sylhet communication system, access telecom and other by
considering the cost factor.
A large proportion of businessmen, 47.1%, are using banglalion. They found that banglalion
have better speed and cost is low with high volume comparatively to others ISPs. Here,
qubee and zoom exists 8.8% each only.
35.3% teachers are using citycell zoom because they found better network and comfortable
with it. 17.6% are using internet through mobile operator because mobile can be easily carried
from one place to another.
35% of professionals like advocate, doctors and engineers are using banglalion because they
found many opportunities by using it like low cost and they supposed to think banglalion is the
market leader. 5% are using qubee and other ISPs each because they don’t find network in
every places.
4
Overall we see that 40% of total professionals use banglalion, 24.4% mobile operators, 15%
Qubee, 13% zoom and 7.5% other ISPs. The dominance of Banglalion Wimax is due to the early
arrival of the market, comparative low cost, better network and better service etc. Table 2
indicates whether there is any significant relationship between different professional and ISP
users exists or not. Here, Chi square implies the value of p –value is 0.034 so we reject null
hypothesis and accept alternative hypothesis. Hence, we can say that there is a significant
relationship between specific ISP and profession.
H0:
There is no significant relationship between different professionals and choice of
ISP.
H1:
ii.
There is significant relationship between different professionals and choice of ISP.
Time uses by different professionals in Browsing: Browsing is the essential internet activity
of every person. Everybody have to search his required information in internet. Persons who
need regularly various information have to browse more than the person who need specific
program, information. The findings of researchers in this regard are tabulated on Table 3.
Table 3 shows the different professionals of Sylhet city spending time in browsing. It is seen
that 2.3% of students are consuming 80-100% time in browsing as the students are not good
at studies and many of them don’t like to go out with friends. So they pass their time using
face book, what up and twitter at home. 40.3% of students are in browsing 40-60% of their
time. They are very interested to receive update news always and better communication with
friends and relatives. 5.9% of businessmen are consuming 81-100% time in browsing. They
work as a freelancer and others have cyber café. They use Skype for business purpose. 38.2%
of businessmen pass in 35.3% of teachers use 20% of their time in browsing. They pass their
spare time and receive information. 5.9% with profession teachers passing 81-100% of their
time in browsing. They communicate with their home and foreign friends. They receive
update news of the world and their related courses.30% of people with profession advocate,
doctors and engineers are consuming 81-100% time in browsing. They need various kinds of
update information related to their subjects. They read newspaper regularly.
Overall we see that 34.5% of the professionals spend 40-60% of their time in browsin in
internet, 26% of them spend 21-40%, and 6% spend 80-100% time on it.
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In table 4 we see the relationship between professionals and browsing. Chi Square suggests
that p value is 0.00 therefore null hypotheses is rejected and alternative is accepted. From the
p value we can say that there is significant relationship between profession and browsing.
H0: There is no significant difference in time spend in browsing by different
professionals
H1: There is a significant difference in time spend in browsing by different
professionals
iii.
Time spends on downloading: Downloading is more important for academicians and
entertainment seekers and also for the professionals of IT. To analysis the behavior of IT
users it is also important to know the time spend by different professionals in downloading.
Table 5 we measures the proportion of time professionals’ use in downloading. We see that
41.1% of students are passing 21-40% of their time. They need documents to download,
install update software, and download music and images. 6.2% of students utilize 61-80%
time in downloading because those students like games and latest movies. They download
videos from you tube and others websites. 32.4% of businessmen are passing 0-20% and 2140% of the two ranges time in downloading. They need music and videos to download and
earn money. 8.8% of the businessmen are utilizing 60-80% of the time through downloading
music, videos, software, documents. 64% of the teachers are consuming 0-20% of their time
in downloading documents and songs where only 5.9% are utilizing 41-60% of their time in
downloading documents and you tube videos. 35.7% with profession advocates, engineers
and doctors spend 21-40% of their time in downloading documents and videos and 14.3% are
spending 81-100% time downloading documents, videos, and movies. Overall we see that
37.1% with professions students, business, teachers, advocate, engineers consume 21-40% of
their time in downloading, 36.6% within profession consume 0-20% and 1% profession
spend 81-100% in downloading.
Table 6 shows Chi Square test, indicates whether there is a relationship between professional
and downloading time or not. Here p value is 0.000 therefore null hypothesis is rejected and
alternative is accepted. From the p value we can say that there is a significant relationship
between profession and downloading time of them.
H0: There is no significant difference between downloading time of different
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professionals.
H1: There is a significant difference between downloading time of different
professionals.
iv.
Time spend on emailing: Email is replacing the process of information exchange through
letters, parcels of documents and applications etc.. Professionals are using email to get the
advantage of exchanging with the recipients in no time. So they have to spend their time in
checking the mail and sending the mail to required persons. Table 7 shows the proportion of
time Professionals use in Email. We see that 89.1% of the students spend 0-20% of the time
in emailing. They have low communication with their teachers. They are not active students.
Each 1.6% students emails 41-60% and 61-80%of their time as they are intelligent and
always communicate with their teachers regarding studies. 85.3% of businessmen spend 020% of their time in emailing. For the purpose of business they have to email to the
customers for promotional activities. 14.7% pass 21-40% of the time to communicate with
customers and make business deal with other members. 55.6% of the teachers email 41-60%
of their time to communicate with their mate, relatives and give task to the students where
44.4% of the teachers spend 21-40% in emailing for professional task and in emergency case.
Overall we see that 83.7% within profession pass 0-20% of their time in emailing, 11% use
21-40% and 1.2 % passes 61-80% time on it.
Table 8 shows Chi Square test, indicating whether there is a relationship between
professional and email exists or not. Here p value is 0.00 therefore null hypotheses is rejected
and alternative is accepted. So we can say that there is a relation between professional and
email.
H0: There is no significant difference between different professionals’ time spending
behavior on emailing
H1: There is no significant difference between different professionals’ time spending
behavior on emailing
v.
Time spending behavior on downloading movies, videos, games etc.: Professionals uses their
in downloading videos, movies, music, images and programs for their entertainment and also
for learning. Such viewing or downloading takes more times and more spaces as these files
7
are comparatively bigger. Table 9 shows how much time professionals utilize in
downloading movies and videos. Here, 87.5% of the students consume 0-20% of their time in
downloading movies and videos where 1.7% students are utilizing 41-60% of their time on it.
Other professionals have not mentioned their behavior in this respect. Table 10 shows the
time spend downloading games by students. Here, 93.3% are consuming 0-20% of their time
downloading games, 5% of the students utilizing 21-40% and 1.7% of the students spend 4160%.
vi.
Problems of service disruption: The professionals reported that there are many forms of
service disruption of ISPs. The researchers is classified the disruption as high, medium and
low to know the intensity of such disruption. In table 11, we see the problems facing by
different profession due to service disruption. Here, 29.5% of the students are facing medium
trouble, 10.9% very high trouble and 17.8% high trouble. 26.5% businessmen medium
trouble, 11.8% very high trouble, 20.6% insignificant trouble. 29.4% teacher Medium n
insignificant trouble, 5.9% very high trouble, 17.6% low trouble and high trouble each 30%
Advocate, Doctor &Engineer low trouble, 10% very high trouble, 20% insignificant trouble.
Overall we see that 10.5% within profession facing very high trouble, 17.5% facing high
trouble, 28.5% facing medium trouble, 18% face very low trouble and 25% facing
insignificant trouble.
Table 12 shows whether there is a relationship between profession and disruption exist or
not. Chi square test implies to accept null hypothesis and reject alternative as p value is 0.985
so we can say that there is no relation between profession and service disruption.
H0: There is no significant relationship between professions and difference of
service disruption felt by them
H1: There is a significant relationship between professions and difference of
service disruption felt by them
vii.
Problem of Poor Customer Services: Better customer services are needed to meet the
hardware and software problems of internet facilities needed by professionals. The
professionals are asked to rank the trouble due to poor customer service of different
companies. Table 13 illustrates the problems facing by different profession due to poor
8
customer service. 41.1% of the student are facing insignificant trouble, 13.2% low trouble,
and 5.4% very high trouble, 41.2 % of the businessmen are facing insignificant trouble,
17.6% medium trouble and 8.8% high trouble, 41.2 % of the teachers are facing insignificant
trouble, 11.8% very high trouble, 17.6% low trouble, 45% with profession Advocate, Doctor
& Engineer have insignificant trouble, low and medium 25% each, and 5% high trouble.
Overall we see that 5.5% of profession face very high trouble, 10% high trouble, 27.5%
medium and 41.5% face insignificant trouble. Table 14 shows whether there is a relationship
between professional and customer service exists or not. The table indicates accepting the
null hypothesis and rejecting alternative as p value is 0.719 so we can say that there is no
relation between profession and poor customer service.
H0: There is no significant difference in trouble faced by different professionals due
to customer services.
H1: There is a significant difference in trouble faced by different professionals due to
customer services.
viii.
Problems of refilling: To avoid disconnection, refilling is necessary. Some companies have
better refilling facilities than other. Professionals need convenience in refilling to get the
services. But the companies may not able to provide so. Due to refilling problem, user may
face disconnection. In table 15, the researchers measure the problem facing by different
Profession due to refilling 58.9% of the students are facing insignificant trouble in refilling
1.6% very high trouble because there is no refill shop near their home. 14.7% are facing low
trouble. 85.3% of the businessmen are facing insignificant trouble, 8.8% low trouble, 1%
medium and very high trouble each. 58.8% of the teachers are facing insignificant trouble,
23.5% medium trouble, 11.8% low trouble, very high troubles. 75% with profession
advocate, engineers and doctors have insignificant trouble in refilling, 15% Overall we see
that 65% within profession facing insignificant trouble, 17% medium and 1.5% very high
trouble. Table 16 indicates whether there is any relation between Profession and Refilling
exists or not. Chi square test indicates to accept null hypothesis and reject alternative. P value
is 0.370 indicates there is no significant relation between profession and refill trouble.
H0: There is no significant difference in trouble faced by difference professionals in
refilling the packages of service providers
H1: There is a significant difference in trouble faced by difference professionals in
9
refilling the packages of service providers
ix.
Problem of Networking: professionals need smooth and undisturbed strong network to do
their work. If the service providers failed in serving their customers, the users fell tin trouble.
In the table 17 we measure the relation between ISP and poor network. 23.8% of banglalion
wimax users are facing high trouble because of poor network. 18.8% of users facing very
high trouble, and low and insignificant trouble as the same where 20% are facing medium
trouble. 33.3% of qubee users are facing medium trouble due to poor network, 30% high
trouble, 23.3% very high trouble and 6.7% of the users facing low and insignificant
trouble.38.5% of zoom users facing very high trouble, 23.1% low trouble, 15.4%
insignificant trouble, and 11.5% medium and high trouble each. 38.8% of mobile operators
are facing very high trouble, 28.6% high trouble, 16.3% medium trouble, 12.2% insignificant
trouble and 4.1% low trouble. Others ISPs users are facing 33.3% very high, high and
insignificant trouble each. Overall we see that 28% within ISP are in very high trouble in
respect of poor network, 25% are in high trouble, 18.5% medium trouble and 16%
insignificant trouble. Table 18 shows Chi square test indicating whether there is relation
between ISP and poor network exists or not. Table mention p value is .011 which makes me
null hypothesis rejected and alternative accepted. So we can say that there is a significant
relation between ISP and poor network coverage.
H0: There is no significant different between the trouble faced by the professionals
due to network problem of different service providers.
H1: There is no significant different between the trouble faced by the
professionals due to network problem of different service providers.
It is found that cost and network are the main concern of professionals in selecting their ISP enterprise.
Majority of them use BanglaLion for that reason. So the companies should consider those factors most
in taking their strategic marketing decisions. In such consideration users behavior should be considered
properly as it is found that around 35% of the respondents use their 40-60% of time in browsing, 2040% in downloading, 84% professionals use 0-20% of time in emailing, entertaining elements are used
mostly by students 87% of them use 0-20% of the time in downloading/viewing movies, video and
games etc.. Service disruption problem was reported by highest 28.5% who feel moderate trouble, 41%
10
feel insignificant trouble in poor customer service, 65% in refilling but highest 28% feel very high
trouble due to network problem. So the companies should take sufficient measures in solving their
networking problem and other customized and specific measures specially customer care for the other
minor problem of service disruption, refilling, poor customer service. The technical solution of service
disruption problem must be searched and implemented to provide satisfaction in using the service of
ISPs in Sylhet.
Conclusion:
As the internet users are increasing day by day, ISPs must analyze the behavior and complains of users
in deciding about their marketing strategies. There is a market leader in Sylhet region with a significant
difference with their competitors but user can easily swift to other companies if they are not satisfaction
with the service provided by them. The competitors should consider these with special care to make a
strong hold in the market. Specially, better network, zero level of disruption inn services and satisfactory
customer services must be provided to get a good share in the present market and create new market
increasingly by the word of mouth campaign of easy solving problem mechanism of internet. The
dissatisfied customer may pave the road of easy access of new competitors in the market.
References:
1. Alamgir Mohammed (2009),Introduction to Computer, 4th print, Adhunik Prakashan, Dhaka,
Bangladesh.
2. http://www.marketresearch.com/First-Research-Inc-v3470/Internet-Service-Providers-8095694/
11
3. Islam S.M. Monirul, Ahamed Bulbul ( 2011), Customers’ Attitude towards Wireless Internet
Services in Bangladesh: An Empirical Study Comparing WIMAX Based and EDGE/EVDO
Based Internet Service, Journal of Business & Technology, Volume–VI, Number-01, NU
4. Mia Md. Addul Hunnan (1999). “Measurement of Brand Attitudes of Brands Loyal of Detergent
Powders and their Advertising Implication”. Dhaka University Journal of Business Studies, Vol.
20 No.2, pp. 265 – 292.
5. Parasuraman A., Zeithamal Valerie A. and Berry, Leonard L. 1994, ‘Reassessment of
expectation as a comparison standard in measuring service quality: implication in future
Research”, journal of Marketing, Vol. 58, Issue 1, 111-124.
6. The daily star, March 29, 2014 available at http://www.thedailystar.net/
Appendix:
Table 1: Selection of ISP by different professionals:
Profession * ISP Cross tabulation
ISP
Mobile
Banglalion Qubee Zoom Operators
Profession Student
Count
52
23
12
34
% within Profession 40.3%
17.8% 9.3% 26.4%
Business
Count
16
3
3
6
% within Profession 47.1%
8.8% 8.8% 17.6%
Teacher
Count
5
3
6
3
% within Profession 29.4%
17.6% 35.3% 17.6%
Advocate, Count
7
1
5
6
Doctor & % within Profession 35.0%
5.0% 25.0% 30.0%
Engineer
Total
Count
80
30
26
49
% within Profession 40.0%
15.0% 13.0% 24.5%
Other
8
6.2%
6
17.6%
0
.0%
1
5.0%
Total
129
100.0%
34
100.0%
17
100.0%
20
100.0%
15
7.5%
200
100.0%
Table 2: Chi-Square Tests: Relationship between different professional and ISP users.
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
22.327
12
.034
Likelihood Ratio
20.676
12
.055
Linear-by-Linear Association
.426
1
.514
N of Valid Cases
200
a. 10 cells (50.0%) have expected count less than 5. The minimum expected count is 1.28.
12
Table 3: Proportion of time Professionals use in Browsing:
Profession * Browsing Pro Cross tabulation
Profession Student
Total
Count
% within Profession
Business
Count
% within Profession
Teacher
Count
% within Profession
Advocate,Doctor Count
&Engineer
% within Profession
Count
% within Profession
BrowsingPro
210-20% 40%
22
37
17.1% 28.7%
3
10
8.8% 29.4%
6
3
35.3% 17.6%
5
2
25.0% 10.0%
36
52
18.0% 26.0%
4160%
52
40.3%
13
38.2%
0
.0%
4
20.0%
69
34.5%
6180%
15
11.6%
6
17.6%
7
41.2%
3
15.0%
31
15.5%
81100%
3
2.3%
2
5.9%
1
5.9%
6
30.0%
12
6.0%
Total
129
100.0%
34
100.0%
17
100.0%
20
100.0%
200
100.0%
Table 4: Chi-Square Tests; Relationship between professionals and browsing
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
47.129
12
.000
Likelihood Ratio
42.718
12
.000
Linear-by-Linear Association
4.895
1
.027
N of Valid Cases
200
Table 5: Proportion of time Professionals use in Downloading:
Profession * DownloadingPro Crosstabulation
Profession Student
Total
Count
% within Profession
Business Count
% within Profession
Teacher
Count
% within Profession
Advocate, Count
Doctor
% within Profession
&Engineer
Count
% within Profession
DownloadingPro
21410-20% 40%
60%
49
53
19
38.0% 41.1% 14.7%
11
11
9
32.4% 32.4% 26.5%
11
3
1
64.7% 17.6% 5.9%
0
5
3
.0%
35.7% 21.4%
6180%
8
6.2%
3
8.8%
2
11.8%
4
28.6%
71
72
32
17
36.6% 37.1% 16.5% 8.8%
81100%
0
.0%
0
.0%
0
.0%
2
14.3%
Total
129
100.0%
34
100.0%
17
100.0%
14
100.0%
2
1.0%
194
100.0%
Table 6: Chi-Square Tests: Relationship between professional and downloading time
13
Value
Df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
48.314
12
.000
Likelihood Ratio
35.758
12
.000
Linear-by-Linear Association
11.101
1
.001
N of Valid Cases
194
a. 9 cells (45.0%) have expected count less than 5. The minimum expected count is .14.
Table 7: Proportion of time Professionals use in Email:
Profession * Emailing pro Cross tabulation
Emailing pro
0-20%
21-40%
Profess Student Count
115
10
ion
% within Profession
89.1%
7.8%
Business Count
29
5
% within Profession
85.3%
14.7%
Teacher Count
0
4
% within Profession
.0%
44.4%
Total
Count
144
19
% within Profession
83.7%
11.0%
41-60%
2
1.6%
0
.0%
5
55.6%
7
4.1%
61-80%
2
1.6%
0
.0%
0
.0%
2
1.2%
Total
129
100.0%
34
100.0%
9
100.0%
172
100.0%
Table 8
Table 8: Chi-Square Tests: relationship between professional and emails
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
81.449 6
.000
Likelihood Ratio
45.867 6
.000
Linear-by-Linear
25.236 1
.000
Association
N of Valid Cases
172
Table 9: Profession * MovieVideoPro Crosstabulation
MovieVideoPro
0-20%
21-40%
Profession Student Count
105
13
%
within 87.5%
10.8%
Profession
Total
Count
105
13
%
within 87.5%
10.8%
Profession
41-60%
2
1.7%
Total
120
100.0%
2
1.7%
120
100.0%
14
Table 10
Profession * Game Crosstabulation
Game
0-20%
56
within 93.3%
Profession Student Count
%
Profession
Total
Count
56
%
within 93.3%
Profession
21-40%
3
5.0%
41-60%
1
1.7%
Total
60
100.0%
3
5.0%
1
1.7%
60
100.0%
Medium
Trouble
38
29.5%
HighTro
uble
23
17.8%
VeryHigh
Trouble
Total
14
129
10.9%
100.0%
9
26.5%
6
17.6%
4
11.8%
34
100.0%
5
29.4%
3
17.6%
1
5.9%
17
100.0%
5
25.0%
3
15.0%
2
10.0%
20
100.0%
57
28.5%
35
17.5%
21
10.5%
200
100.0%
Table 11
Profession * Service Disruption Cross tabulation
Service Disruption
Insignifi
cantTro LowTrou
uble
ble
Professi Student Count
34
20
on
%
within 26.4% 15.5%
Profession
Business Count
7
8
%
within 20.6% 23.5%
Profession
Teacher Count
5
3
%
within 29.4% 17.6%
Profession
Advocat Count
4
6
e,Doctor %
within 20.0% 30.0%
&Engine Profession
er
Total
Count
50
37
%
within 25.0% 18.5%
Profession
Table 12: Chi-Square Tests: relationship between profession and disruption
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
3.898
12
.985
Likelihood Ratio
3.764
12
.987
Linear-by-Linear Association
.128
1
.720
N of Valid Cases
200
a. 9 cells (45.0%) have expected count less than 5. The minimum expected count is 1.79.
15
Table 13
Profession * Poor Customer Service Crosstabulation
PoorCustomerService
Insignific
antTroub LowTrou Medium
le
ble
Trouble
Pro Student
Count
53
17
38
fes
% within Profession
41.1%
13.2%
29.5%
sio Business
Count
14
7
6
n
% within Profession
41.2%
20.6%
17.6%
Teacher
Count
7
3
5
% within Profession
41.2%
17.6%
29.4%
Advocate, Count
9
5
5
Doctor
% within Profession
45.0%
25.0%
25.0%
&Engineer
Total
Count
83
32
54
% within Profession
41.5%
16.0%
27.0%
VeryHi
HighTr ghTrou
ouble ble
14
7
10.9% 5.4%
3
4
8.8% 11.8%
2
0
11.8% .0%
1
0
5.0% .0%
Total
129
100.0%
34
100.0%
17
100.0%
20
100.0%
20
11
10.0% 5.5%
200
100.0%
Table 14: Chi-Square Tests: relationship between professional and customer service
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
8.809
12
.719
Likelihood Ratio
10.349
12
.585
Linear-by-Linear
1.320
1
.251
Association
N of Valid Cases
200
a. 9 cells (45.0%) have expected count less than 5. The minimum expected count is .94.
Table 15
Profession * RefillingTrouble Crosstabulation
RefillingTrouble
Insignifi
cantTrou LowTro
ble
uble
Professi Student Count
76
19
on
%
within 58.9%
14.7%
Profession
Business Count
29
3
MediumTr
ouble
26
20.2%
HighTro
uble
6
4.7%
VeryHigh
Trouble Total
2
129
1.6%
100.0%
1
0
1
34
16
Total
%
within
Profession
Teacher Count
%
within
Profession
Advocat Count
e,Doctor %
within
&Engine Profession
er
Count
%
within
Profession
85.3%
8.8%
2.9%
.0%
2.9%
100.0%
10
58.8%
2
11.8%
4
23.5%
1
5.9%
0
.0%
17
100.0%
15
75.0%
1
5.0%
3
15.0%
1
5.0%
0
.0%
20
100.0%
130
65.0%
25
12.5%
34
17.0%
8
4.0%
3
1.5%
200
100.0%
Table 16: Chi-Square Tests : relationship between Profession and Refilling Trouble
Value
df
Asymp. Sig. (2-sided)
ISP * Poor network Cross tabulation
a
Pearson Chi-Square
12.991
12
.370
Poor network
Likelihood Ratio
16.884
12
InsignificantTr LowTro Medium HighTrou .154
VeryHig
Linear-by-Linear Association ouble
1.551
1
.213
uble
Trouble
ble
hTrouble Total
N
of
Valid
Cases
200
IS Banglali Count
15
15
16
19
15
80
a. 12 on
cells (60.0%)
have expected
count less than
5. The minimum
is .26. 100.0%
P
% within
ISP 18.8%
18.8%
20.0% expected
23.8% count18.8%
Qubee Count
2
2
10
9
7
30
% within ISP 6.7%
6.7%
33.3%
30.0%
23.3%
100.0%
Zoom
Count
4
6
3
3
10
26
% within ISP 15.4%
23.1%
11.5%
11.5%
38.5%
100.0%
Mobile Count
6
2
8
14
19
49
Operato % within ISP 12.2%
4.1%
16.3%
28.6%
38.8%
100.0%
rs
Other
Count
5
0
0
5
5
15
% within ISP 33.3%
.0%
.0%
33.3%
33.3%
100.0%
Total
Count
32
25
37
50
56
200
% within ISP 16.0%
12.5%
18.5%
25.0%
28.0%
100.0%
Table 17
17
Table 18: Chi-Square Tests : relationship between ISP and poor network
Value
df
Asymp. Sig. (2-sided)
a
Pearson Chi-Square
31.589
16
.011
Likelihood Ratio
36.232
16
.003
Linear-by-Linear Association
5.046
1
.025
of Valid Cases
200
a. 10 cells (40.0%) have expected count less than 5. The minimum expected count is 1.88.
Research topic:
Comparative analysis of Suitability in using Banglalion Wimax, Qubee, Citycell Zoom, Link 3,
BDCOM, Grameenphone, Airtel, Robi, and Teletalk in Sylhet region. A study on Internet Service
Provider (ISP).
Name of the respondent:
Profession:
Age:
User’s location:
Name of ISP:
a. Banglalion Wi-max prepaid
d. Qubee Postpaid
b. Banglalion Wi-max postpaid
e. Citycell Zoom Ultra Prepaid
c. Qubee prepaid
f. Citycell Zoom Ultra
Postpaid
18
g. Grameenphone.
h. Others.
Name of plan used by you:
a. ………………… Speed………………. Highest data.…….. Unlimited
a.
Cost
(monthly)……………..
b.
.…………………Speed………………...Highest
data
………Unlimited
b.
Cost
(monthly)…….……….
c, .…………………Speed……………..….Highest data: ……. Unlimited
c. Cost (monthly)
…….………
Time of using:
a. 6 am-12pm
b. 12pm-5pm
c. 5pm-1am
d.1 am- 6am
% of time uses in:
a. Browsing:
b. Downloading:
c. Emailing:
d. Viewing the video, movie:
e. Playing games:
% of download option and the speed you are getting:
Item
%
of
involved
time Speed
Not
getting(High/medium/Low)
aware
about
speed
Documents
Images
Movie, Videos
Games
Music (audio)
Rank the trouble you are facing in using your ISPs:( 5= very high, 4=high, 3=average, 2=low, 1=very
low)
Trouble
Banglalion Qubee
Citycell
Other
Zoom
ISPs……
19
Service disruption
Slow downloading
Poor customer care
Trouble in refilling
Insufficient warning before cutting
the connection
Poor Bonus scheme (comparatively)
Poor network converges
Comparative high charges
20