13th Annual International Conference on Industrial Engineering and Operations Management

Establishing A Predictive Model On Internet Service Provider Preference Of Work-From-Home (WFH) Employees Based On Customer Satisfaction On The Leading Internet Service Providers

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Track: Undergraduate Student Paper Competition

According to the Department of Information and Communications Technology, the internet in the Philippines still needs continuous improvement. According to the Statista research department, the Philippines has one of the worst internet speeds in the Asia Pacific. The Philippines was also ranked as the 199th country with the highest internet cost among ASEAN countries. The COVID-19 pandemic has forced businesses to decrease the number of workers in the workplace and implement a work-from-home (WFH)  setup. Since WFH employees rely on the internet, high-performance broadband services for their home offices are required. Therefore, findings of this study will be beneficial to work-from-home employees for they will be aware and more knowledgeable on the factors considered in choosing internet service providers (ISPs) that will match their preferences. This study aims to assess the satisfaction of WFH employees with their current ISPs through the five factors specifically speed, cost, accessibility, reliability, and customer service/support. Multinomial Logistic Regression was used to predict which ISP (ISP X, Y, and Z) is most likely used by work-from-home employees based on the satisfaction of the respondents. After data collection, outliers were removed from the data in order to satisfy the assumptions in using the statistical tool. The results of the study showed that speed and cost are the only factors that have a significant difference among the ISPs. A WFH employee who uses an ISP with a higher speed and cost is most likely to be an ISP Y user. These results imply that there is a high demand for a fast and affordable internet in the Philippines. ISPs or the government must focus on developing solutions such as investing in infrastructures and services in order to improve the speed and cost of the internet in the country. The researchers recommend using a wider sample of internet users and ISPs, utilizing different statistical tools, and forming a more detailed questionnaire as surveys for future studies.

Published in: 13th Annual International Conference on Industrial Engineering and Operations Management, Manila, Philipines

Publisher: IEOM Society International
Date of Conference: March 7-9, 2023

ISBN: 979-8-3507-0543-0
ISSN/E-ISSN: 2169-8767