Customer Experience of using Wireless Internet: A Case Study of Evo-Ptcl (Telecommunication Giant of Pakistan)

Abstract

This studied surveyed Customer Experience of using wireless internet was case of EVO-PTCL, The research was conducted on the base of Karachi only, despite the fact that EVO can be used in all over Pakistan in more than 100 cities. The sample size was collected from Karachi only with total 300 respondents and questionnaire was filled by PTCL customers at OSS. The researcher analyzed the customer experience based on 6 variables which include Product, Process, People, Price, Place & Communication, customers of wireless internet users was conducted on above variables. The researcher analyzed each variable one by one and applied t-test on them, it was found that the products of PTCL in term of wireless internet EVO, the customers are of view that they are having good experience of using product and they are happy with it. It was further found that customer experience of going through different process, like complaint, buying, disconnectivity and it was shared by customers and they have shown negative experience in term of complaint process, and rating them either worst or bad. Customer experience with the people has been expressed highly negative by the respondents and they believe that staff behavior is very bad or worst with the customers but they have mentioned that staff knowledge of EVO is good. Wireless internet users of PTCL has mentioned that the prices of EVO devices which is one time cost is very expensive and they rated very bad and worst, whereas they said that price of services charges are acceptable and rated good by them.Their experience with the place means OSS and Franchisers & Distributors was much satisfactory and they believe that OSS experience of them was good and best as compare to Franchisers & Distributors. As far as communication is concern, customers are more interested to be kept well aware with the new packages and changes are made with EVO, they sometime experience print ad but they think, there is no existence of PTCL in electronic media. In short, the research analyzed and concluded that the customer experience of using wireless was found much better and as a whole they rated it very good and they are happy with the services, therefore, this report will be helping management to go through it and work on the weak areas so that the company can provide more superior services.

Keywords: Customer Experience, PTCL, EVO