A study comparing the call quality of operator E with that of other CMTS operators from a user's perspective

Date of Publication

1995

Document Type

Bachelor's Thesis

Degree Name

Bachelor of Science in Commerce Major in Marketing Management

College

Ramon V. Del Rosario College of Business

Department/Unit

Marketing and Advertising

Abstract/Summary

This study is entitled A Study Comparing the Call Quality of Operator E with that of other CMS operators from a User's Perspective. The study is conceptualized after obtaining the initial feedback of the Operator E subscribers from the customer survey conducted after the commercial launch of Operator E. The results showed that Operator E was seen better when it comes to product features but worse in terms of call quality and coverage.

The main problem of the study concern... How Operator E fare with other CMTS operators in terms of call success rate, drop calls rate, probability of degraded call (weak signal, choppiness, noise/static, interference/crossed lines, echo and one-way deafness) through call quality testing? The purpose of which is to determine the performance of Operator E vis-a-vis other cellular phones.

The research study was exploratory in nature relying on judgment samples, simple experiments and objective evaluation of data. Judgment approach was employed to measure the level of accuracy and reliability. Total accuracy and reliability of the study was guaranteed since errors such as unknown biases arising from the fieldworkers were rather impossible because they were properly trained and supervised in their work.

For the data collection method, the study was more of an experimental research with a focus on field experiments. Data gathering was done in actual places or areas where the researchers can go, make observations and conduct experiments--call quality testing.

The gathered data were then measured using a Semanthic Differential Scale/evaluation form where the fieldworkers were required to rate the call quality on a 3 point scale with 1 as unbearable, 2 as bearable and 3 as clear or with total absence of disturbance.

Nonprobability sampling technique, specifically judgment sampling technique was utilized for the study. The test sites were selected based on the presence of high traffic and with the highest incidence of customer complaints. The total calls made for this study was pegged at 1,345 calls.

The call quality study was conducted in ten (10) areas in Metro Manila where all types of subscriber complaints were high. The areas included were: Makati, Manila, Pasay, Las Piñas/Alabang, Mandaluyong/San Juan, Pasig, Parañaque, Marikina, Quezon City and Caloocan City. Each area was divided into an average of four (4) sectors where a total of five (5) call scenarios: A-PSTN, B-PSTN, C-PSTN, D-PSTN, and E-PSTN-were made per sector. Each call scenario lasted for a at least two (2) minutes. For the purpose of the study, all calls were made in a stationary manner.

Each test call was recorder in a survey form, designed to extract major complaints aired by the subscribers. The study covered a period of seven (7) weeks which started on June 26, 1995 and ended on July 21, 1995.

Percentage, Straight Average and Weighted Average were the methods utilized for analyzing the data gathered for the entire study.

The findings of the study show that for the over-all call quality rating, Operator B outshines the rest with a weighted average of 2.33. This is followed by an average of 2.68 by Operator D and an average of 2.8 by Operator E, earning the third spot. Operator A places last with a 3.73 weighted average while Operator C the fourth spot with an average of 3.48.

As for the recommendation, the group finds it advisable for the company to continue the call quality tests. It will be advantageous for them in the sense that 1) It will help the company to be more sensitive to customer complaints 2) Let the company be aware of existing product strengths and weaknesses in terms of its quality 3) It will aid engineers in detecting the blind spots.

Abstract Format

html

Language

English

Format

Print

Accession Number

TU09863

Shelf Location

Archives, The Learning Commons, 12F, Henry Sy Sr. Hall

Physical Description

66 numb. leaves

This document is currently not available here.

Share

COinS