internet access in india

8/18/2019 Internet Access in India

1/38

INTRODUCTION

Awareness is the ability to perceive, to feel, or to be conscious of events, objects, thoughts,

emotions, or sensory patterns. People all over the world aware of the Internet and its uses .This become

aware soon after the introduction of Internet after a long period of time. Awareness is one basic ingredient

of building brand equity and high positive perception creates differences in response to brands. In

addition, awareness is also important in the adoption process. Consumers awareness of an innovation is

important in order for the consumers to adopt the innovation. The central concept of the study was

perception. Peoples reaction to a message depends mainly on their perception of it. In philosophy,

psychology, and cognitive science, perception is the process of attaining awareness or understanding of

sensory information. The word !perception! comes from the "atin words perceptio, percipio, and means

!receiving, collecting, action of ta#ing possession, apprehension with the mind or senses. Perception is the

procedures that a person choose, format and interpret stimulation, these stimulation are separated and

confirmed to become a persons view of the world. Two persons will never e$perience the same even to

the same thing which is displayed to the same environment. %very day, we are displayed to a millions

#inds of stimuli, smells, sound, tastes, sights and te$tures. &ut only a small amount of these stimuli are

ta#en in and processed by our brain. Perception is one of the oldest fields in psychology.

1.1 STATEMENT OF THE PROBLEM

The Internet has become an essential for large corporations and small businesses, government and

private organi'ations, educational institutions, consumers, and individuals. As users interact with a new

technology, they will learn theusefulness as well as the ris#s associated with the technology.In brief,

perceived ris# may influence the attitude and behaviour ofconsumers towards the Internet services.. India

is also faced with the problem of being able toprovide only limited access to internet services. The main

cause for this is the limitedinfrastructure currently available in terms of telephone access. (hile

phenomenalgrowth is e$pected I)Ps may face challenges in getting enough telephone lines inthe big

Indian cities. Past e$perience over the last three years has shown the requirement of access lines and their

quality to be the most significant limiting factor for the growth of Internet in India. It will need to be seen

how this will be overcome under the new liberalised scenario by merely increasing the number of I)Ps.

India has less than *+ million telephones and .- million Internet Access for million people while it

needs + to * million Telecom and Internet connections to meet the e$pected demand.There are

https://en.wikipedia.org/wiki/Conscioushttps://en.wikipedia.org/wiki/Object_(philosophy)http://en.wikipedia.org/wiki/Philosophyhttp://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Cognitive_sciencehttp://en.wikipedia.org/wiki/Awarenesshttp://en.wikipedia.org/wiki/Understandinghttp://en.wikipedia.org/wiki/Understandinghttp://en.wikipedia.org/wiki/Sensehttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Mindhttp://en.wikipedia.org/wiki/Sensehttps://en.wikipedia.org/wiki/Object_(philosophy)http://en.wikipedia.org/wiki/Philosophyhttp://en.wikipedia.org/wiki/Psychologyhttp://en.wikipedia.org/wiki/Cognitive_sciencehttp://en.wikipedia.org/wiki/Awarenesshttp://en.wikipedia.org/wiki/Understandinghttp://en.wikipedia.org/wiki/Sensehttp://en.wikipedia.org/wiki/Informationhttp://en.wikipedia.org/wiki/Mindhttp://en.wikipedia.org/wiki/Sensehttps://en.wikipedia.org/wiki/Conscious


2/38


3/38

competition for e$isting players in this sector. The result confirm the hypotheses that consumers are loyal

to their Internet )ervice Providers1I)Ps3.Authors concluded that pricing is not the sole factor for

subscribers to switches from one company to another..

?chenna @wane#e'ie and yoti Choudrie1*23 in their study 48eveloping a model of the

&ehavioural Intentions of


4/38

there is difference in satisfaction between male and female youngsters in respect of 2 variables .In this

paper he revealed that there are only three variables 1availability *2 hours customer care centre , set0up

charge and promotional offer of service provider 3 which there is difference in satisfaction between male

and female youngsters and they concluded that some of the customers want to change their present

internet service provider and some want to remain with present internet service provider.

Internet )ervice Providers0In the *st Century 1*3 describes the Internet )ervice Provider

industry is larger than it was in earlier ==-.The customer base will be a mi$ of business and residential

customers. (hile larger companies in the cable and telecommunications industry will dominate the less

profitable residential mar#et, the business mar#ets will be dominated by a more diverse mi$ of national

I)Ps and well0niched smaller players. Internet )ervice Providers will e$pand and diversify the products

offered to consumers to include a more complete range of telecommunications products and services

namely ;inding reveals that the essence of branding 1i.e., brand awareness and brand trust3 is the

forerunner of brand choice for I)P services. &esides, the relative impact of brand awareness and brand

trust on brand preference is also identified.

/esearch conducted in Iran 1 >arna' )aadat and 6ohammad )oltanifar *23 states that the role of

I)P companies in attracting and encouraging networ# users to use their internet services. It needed to

investigate the four I)P companies, that there was a significant difference among the four factors of

designing graphic logo and different parts of the website, ease of use of the website, interactivity and

intellectual and social capital. In general, it can be conclude that the websites of all of the four I)P

companies, having a significant relationship between the ease of use of websites and web users to visit the

websites to use its online.

8issertation titled 4%fficiency and Guality of )ervice of Internet )ervice Providers5 by


5/38

they also consider the influence of different networ# architectures and traffic engineering. It found that

traffic engineering should be clearly ta#en into account when planning capacity e$pansions.

According to Technical /eport of "aboratory for Computer )cience by 9ovinda )hrestha and

)aman Amarasinghe 1*3 and the purpose of this study is to e$amine I)P membersH perspectives on

different aspects related to the use of computers and the Internet in )ri "an#a. It attempts to describe thegeneral nature of IT use in terms of the availability, access, familiarity and general conditions associated

with using computers and the Internet in the country. Guestionnaires were e0mailed to =22 I)P members

in )ri "an#a, using e0mail addresses available to them at that time. Altogether, +J members completed

and returned questionnaires via e0mail to 6ITHs "aboratory for Computer )cience .It has been found that

majority of the respondents were positive about conditions in the wor#place, such as the number and

quality of opportunities for training and s#ill development, the quality of telecommunications facilities,

and the quality and reliability of Internet connections. An overwhelming majority of the respondents

indicated that I)P subscriber fees, computer hardware and software costs, and telecommunications charges

were generally high. It is crucially important to have faster access to information, increased

communication at low costs, online0education and training, and increased efficiency in business,

professional and organi'ational activities. 6atters of considerable concern include the low bandwidth, the

high telecommunications charges, the low quality of Internet services, and the lac# of organi'ed

information and databases. 9reatly needed is a raising of awareness, a change in the current regulatory

environment, an open government, and a set of local information resources to support commerce.

In his thesis titled 4Internet )ervice Provider @etwor# %volution in the Presence of Changing

%nvironmental Conditions5 by Aaron )anche' 1*3 results show that I)Ps can improve performance

either by building networ# infrastructure and it highlights the value of #nowing future customer demands.

In addition by minimi'e the cost of delivering traffic, such as minimi'ing networ# congestion, may also beimportant.

A study done by %mad 6asoud K Deba Awawde is opined Internet services providers should

focus on the dimensions of benefit and promotion factors in order to increase the level of customers

adoption of internet services as the results of the study found that these factors were the most influential in

the customers adoption of internet services. The study sample was 2 internet users, who have been

selected from the main 6alls in Amman city. >inally, internet service providers should continue to wor#

hard to improve the quality of internet services and continue the process of development and

moderni'ation, particularly in the field of educating customers in using the internet and encouraging them

to use the internet, and familiari'e them with the benefits of the internet because it was the most importantfactor affecting the adoption.

Favipriya and /engarajan in their study 4?sers level of satisfaction with mobile phone service

providers 0 with special reference to tiruppur district, tamil nadu stated that there are a number of mobile

service providers in the present mar#et and they are offering various services for mobile users. &ut users

prefer to avail services from their favourite service providers due to various reasons. >rom the study it is


6/38

cleared that the coverage area, billing system, plans offered and lower service charge and the mobile users

are considered as the #ey factors to decide the service provider. They conclude that Aircel is the dominant

leading mobile service provider in Tiruppur 8istrict and other service providershas to improve their

services among the mobile users. It was observed that they are satisfied with the e$isting services but they

still they want more services to be provided.

>rom the study concluded that the company has wider scope in the mar#et of cellular service by

e$tending its value added services, according to preference of the respondents. Dowever the changing of

tariff rates and low awareness level is ma#ing it difficult for the company to maintain a constant growth

rate. It has been also observed that Aircel can gain more number of customers by widening its area of

coverage18r./.Pra#ash&abu et al *3.

Ahmad )ya#ir &in unoh and 6ohd /afi &in Eaacob 1*3conducted in order to identify the

influencing factors of customers‟ )atisfaction towards &roadband )ervices in 6alaysia5 among the

different factors namely price ,speed and stability. The findings show that price, speed and stability haveno significant relationship with customer satisfaction level on broadband in 6alaysia. Dowever, there are

associations between education level and stability factors, monthly income level and price factors,

nationality and price factors, gender and acceptable price level, monthly income and internet broadband

usage period and gender and speed. This research may have implication for internet broadband service

providers in enhancing their pricing strategy and improving their service particularly in speed and

stability. Thus it will help 6alaysian 9overnment in encouraging and promoting the adoption and

utili'ation of internet broadband to boost the economy.

%lavarasi and )urulivel1*23 Points out that younger generation were using electronic ban#ing

services are more as compared to older generation 1above J3 because of new innovation in informationtechnology and their adoption level is high in e0ban#ing. >rom customer point of view that private ban#

provide better services as compared to public ban#s, &ut for secured transaction public ban#s will be

preferred by most of the respondents.)&I should try to maintain proper system of maintenance for internet

ban#ing and increase awareness among people. )&I should advertise and conduct special awareness

programs to ma#e %0&an#ing services more popular among customers.

)andhyaoshi et al1*) points out that quality of networ#, /esponsiveness and


7/38


8/38

)ince an Internet )ervice Provider is the gateway to the Internet it owns the point on the networ#

between a users and the Internet. This study aims to determined user perceptions regarding Internet

)ervice Providers assurance towards their online privacy. A vast amount of information, including basic

personal information of customers is, thus, #nown to Internet )ervices Providers. (ith this vast amount of

rich information, an Internet )ervice Provider may well be able to create customers patterns of thought,

profile of customers behaviour and even predict customers interests. This information, if unprotected,

could create a great threat to a customers privacy( Dayne Skolmen, Mariana Gerber 2013).

A cost model of Internet service providers is developed in this thesis says by "eida1==3 .The

model is used to gain insight into an I)Ps present costs and to quantify the impact on these costs of

Internet telephony.The model considers five cost categories of an I)P such as capital equipment, transport,

customer service, operations and other e$penses 1sales, mar#eting, general and administrative3. The results

show an increase in total I)P costs that is more than double the increase in revenue. The costs are still

relatively evenly distributed among the five cost categories, but transport costs become the highest costs.

%ach subscriber types cost increases differently, but transport and customer service costs have the largestimpact.

Chen and &arnes 1*-3 investigates on online trust as one of the #ey obstacles to vendors

succeeding on the internet medium. They declared that perceived usefulness, perceived security,

perceived privacy, perceived good reputation and willingness to customi'e are the important

antecedents to online initial trust. As per the research, both online initial trust and familiarity with online

purchasing have a positive impact on purchase intention.

The main results revealed that adopters perceive Internet services significantly more useful than

non0adopters. Dowever, there is no significant difference between perceptions of male and femaleadopters and the findings indicate that the perceived usefulness of using Internet services is similar for

both genders1 Chi &o and (ong *3.

Fr'ys'tof Fapera1**3 analy'ed the consumers perception of mobile commerce in Poland and

the article summari'ed the results of respondents of Cracow ?niversity of %conomics students. The

study confirmed that the Polish mobile commerce mar#et is still at an early stage of development. At

present, a small percentage of consumers use mobile phones to ma#e purchases of goods or services. The

main reasons for this state of affairs include lac# of awareness and #nowledge among consumers about

this form of shopping and their negative attitude.

A study has done on 45)witching &ehaviour in Cellular )ervice Provider5 which shows that call

rates play the most important role in switching over to the other service provider followed by networ#

coverage, value added service, Consumer care and advertisement which plays the least imp ortant

role. It is found that there is a relation between switching the service provider and the factors 1Customer

service, service problem, usage cost, etc.3. After analysing the findings of the study, they suggest that

cellular service providers concentrate more on increasing networ# stability and setting tariff rates


9/38

competitively. The findings also suggest that managers of these mobile operators should shift focus on

building corporate image and analyse more carefully the reason for consumers to switch brands in this

industry in order to increase loyalty among these consumers.

/amanathan, F.;. 1*3 research has resulted in the development of a reliable and valid

instrument for assessing customer perceived service quality, awareness level, and satisfaction level of customers towards life insurance industry. Dere, service quality needs to be measured using a si$

dimensional hierarchal structure consisting of assurance, competence, personali'ed financial planning,

corporate image, tangibles and technology dimensions.

)iew0Phai# "o#e etal 1*3 in their article titled 4)ervice Guality and Customer )atisfaction in a

Telecommunication )ervice Provider5 6ore than * current users of a 9)6 provider were surveyed and

results indicated that reliability, responsiveness, assurance and empathy significantly positively influenced

customer attitudes in terms of satisfaction and loyalty.

%ddie 6ombera in his paper titled 4A case of Internet )ervice Providers in 6alawi5. The objective

was to analyse the tariffs charged by different isps and to measure the speed of internet at various

locations at specific times using the same equipment against the specifications claimed by the providers. It

has been found that there are thirteen internet service providers in 6alawi. )ome of these companies are

6alawi telecommunications limited 16T"3, airtel, access communications limited 1AC"3 and tele#om

networ#s malawi 1T@63 started as telephone services companies but are now offering internet

services./espondents were came to #now the price of their current isp and they could not ma#e any

comparison on internet connectivity costs.

Asemi 1*+3 has done a study titled 4A )tudy on Information searching habits of Internet users in6edical )ciences ?niversity of Isfahan, Iran5. The study revealed that all respondents were using the

Internet frequently because all faculties were provided connection to the Internet. It was revealed that the

researchers of the university were getting quality information through the Internet. >ifty five percent of the

respondents searched for scientific information through the internet because the university library had

provided access to various databases and on0line journals for all students and staff.-

%ngel et al, 1==+3 Price has always been one of the most important valuation criteria. The choice

of product and service depending on the price is a criterion that has been heavily evaluated. (ithin the

Telecommunication business studies have shown that customers are sensitive to the price, and often they

get tempted by lower prices from the competitors. The temptation might occur while being e$posed tomar#eting campaigns.

The study Perpusta#aan >a#ultas %#onomi 1 * 3 aimed to determine the effect of brand equity

on purchase decisions. A sample of respondents too# part in this study. Dere the independent variable

consists of the variable &rand Awareness, &rand Association of variables, variable quality of Perception,

&rand "oyalty and variables influencing buying decision variables as the dependent variable.


10/38


11/38

9ustavo Guiroga )ou#i et al1*3 performed a study on4 Perceived quality, satisfaction and

customer loyaltyB an empirical study5 with the objective of e$amining perceived quality, satisfaction, and

customer loyalty in regard to mobile phone service providers. A survey was conducted with 22 customers

in &ra'il. They found that perceived quality could be evaluated based on the quality of the product, quality

of the connection and networ# coverage followed by customer service.It was concluded that most of the

consumer prefer unlimited plan. &y providing more technological upgradation and lowering tariff plans

are the remedial measures for the betterment of users.

The study underta#en by Chandan Fumar )ingh 1*+3 4Consumer Preference and Preception

towards Internet )ervice Provider in Punjab5 .It was concluded that most of the consumer prefer unlimited

plan. &y providing more technological upgradation and lowering tariff plans are the remedial measures for

the betterment of users.

Dei##i Almay1*3 in his article, dealt with the 4Pricing in the Internet5and aimed to analyse the

pricing schemes for Internet connection and Internet access. rom the results of the study variable values and beliefs act perceptions of satisfaction with the

I)P directly and signiNcantly. As for the e$pectations variables have a negative impact on customer

satisfaction.

(or#ing paper of the >ederal Communications Commissions 1 * 34&roadband satisfaction5

and investigates to understand the users attitudes towards broadband service. The survey found that

broadband users report higher levels of satisfaction with the speed and reliability of their service than with

the cost of their service. Dowever, when as#ed about the clarity of information on their bill about speed,

restrictions on service, or fees for terminating service, few users find this information is very clear.

/ecently through internet access in )outh African homes analysis (Irwin &rown3 found that control

beliefs relating to costs of access, and support and service were #ey influences on consumer choice of

Internet access option in )outh African homes.

The present study aims to measure customers perception towards life insurance service quality

sandhu1*3.from the study it was found that proficiency, physical and ethical e$cellenceM and

functionality have significant impact on the overall service quality of life insurance corporation of india.

;ijit Chaturvedi analysed the awareness of internet ban#ing. The article concluded that people

#now about the services but still many people are unaware and many of them are non O users so the ban#

http://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Gustavo%20Quiroga%20Soukihttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Gustavo%20Quiroga%20Souki


12/38

should ta#e promotional activities and try to retain the customers. &an#s should loo# forward to have

some tie O ups with other financial institutions to increase the service base are the remedial measures.

@ormalini 6d Fassim and T. /amayah in their study concentrate to identify the ris# factors which

influence the intention to continue using Internet ban#ing in 6alaysia. The results show that social ris#,

time loss ris#, opportunity cost ris# and perceived usefulness are significant factors influencing attitude

towards intention to continue using Internet ban#ing which enhance the services in the most effective and

efficient way to increase ban# business in the long run and encourage their ban# customers to continue

using Internet ban#ing.

@aser 6ohammadoghli1*3 e$amined more than 2 internet users and the main aims of the

study is to determine contributing factors to customer loyalty towards I)P 1internetservice provider3 .In

addition this study concluded that the relationship between switching cost, trust, corporate image and

perceived service quality along with customer loyalty.

6illennium communication authority conducted a mar#et survey on 4Consumer PerceptionO

&roadband Internet. /eliability is the highest determining factor when choosing between Internet service

providers followed by Pricing is the second highest consideration.

@ila /enchal 1*3 conducted an empirical analysis of customer perception towards Dealth

Insurance .It was found that because of low awareness and lac# of financial tools are the major reasons for

not purchasing health insurance policy.

&eulah jeha#umari and suganthi undertoo# a study entitled, 4%0service quality in internet ba#ing5

and the result indicates that the interrelationship between customer satisfaction and customer loyaltywhich result through the measures of perceived e0quality.

(isanan ouparamai in his thesis investigates the factors that influence customers intention to

select and stay with a particular high0speed internet providers in Thailand. )tudy shows that the first three

major factors that influence on customers selection namely corporate image, type of information sought,

and perceived ris#s in terms of wasted time and money and there were four main factors which

influenced customer satisfaction. Those factors were networ# quality, empathy, reliability, and assurance,

correspondingly and last five factors that influence customer loyalty 1customer satisfaction, perceived

value, corporate image, trust, and switching costs for un#nown service standards, respectively3. It

concluded that high0speed internet providers should ta#e into consideration of these three main areas

which are capable of assisting high0speed internet providers to acquire new customers and to retain their

e$isting ones.The findings of this research provide direction for high0speed internet providers to determine

which attribute to focus on in order to enhance overall customer satisfaction and retention.

In a study of 4Consumer preferences for wireless internet access networ#s and their affecting

factorsB a conjoint analysis5 1Changi @am et al *J3 and this paper compares service characteristics and

http://gbr.sagepub.com/search?author1=Normalini+Md+Kassim&sortspec=date&submit=Submithttp://gbr.sagepub.com/search?author1=T.+Ramayah&sortspec=date&submit=Submithttp://gbr.sagepub.com/search?author1=T.+Ramayah&sortspec=date&submit=Submithttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Changi%20Namhttp://gbr.sagepub.com/search?author1=Normalini+Md+Kassim&sortspec=date&submit=Submithttp://gbr.sagepub.com/search?author1=T.+Ramayah&sortspec=date&submit=Submithttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Changi%20Nam


13/38

analyses consumer preferences between the two current wireless internet access alternatives namely 9

cellular networ#s and public wireless "ocal Area @etwor# 1"A@3. A conjoint analysis was employed to

find significant service attributes behind consumersH preferences .urthermore, they

can also shed light on the decision0ma#ing regarding the commercial introduction of the mobile

broadband wireless services in the near future.

9ustavo Guiroga )ou#i and Cid 9oncalves >ilho1*3 in their article, dealt with the objective of

e$amining perceived quality, satisfaction, and customer loyalty in regard to mobile phone service

providers. A survey was done involving 22 customers in &ra'il. It was highlighted that perceived quality

could be evaluated based on the quality of the product, quality of the connection, shops, coverage areas

and customer service. The result shows that a low level of loyalty was observed and, when the customersH

perceived quality increases, they will be more satisfied, more li#ely to remain with the service provider, to

recommend their current provider to others, and to e$press a lesser desire to switch providers.

/amanathan, F.;. 1*3 research has resulted in the development of a reliable and valid

instrument for assessing customer perceived service quality, awareness level, and satisfaction level of

customers towards life insurance industry. Dere, service quality needs to be measured using a si$

dimensional hierarchal structure consisting of assurance, competence, personali'ed financial planning,

corporate image, tangibles and technology dimensions.

/aman and 9ayatri 1*23 have observed the customers awareness towards new insurance

companies. They found that +L of the respondents belong to the age group below , *2L to the age

group 02, *L belong to the age group of 20+ and the rest of the respondents belong to the group of above +. They also observed that a large percentage of the insured respondents 1*L3 are professional,

and +JL of the respondents are married. It is also found that +*L of the respondents have ta#en a policy

to cover ris# and 22L of them to avoid ta$ and the remaining to invest their surplus amount.

udy )haw0%r (ang ChiangQ and Chun0Dsiung "iao1*+3 in their thesis 4/esidential 8emand

for Internet Access and I)Ps5 The present study discussed subscribers demand in Taiwan for Internet

access and the factors influencing their choice of Internet )ervice Providers. &y means of a questionnaire

preference data were collected that revealed subscribers choice behavior regarding Internet access and

I)P. The model indicates greater variety of digital content, wider bandwidth, and higher service quality

increase the demand for Internet subscription.

&y using the )%/;G?A" model, this study1 Anantha /aj et al *3 attempts to e$amine the

impact of service quality dimensions on customer satisfaction. A sample of **+ current users of a 9)6

provider participated in this study. 9ap Analysis was used to determine the perceived and e$pected

satisfaction level on each of the service quality dimensions and regression analysis was conducted to test

the relationship between the )%/;G?A" dimensions and customer satisfaction. /esults indicated that all

http://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Gustavo%20Quiroga%20Soukihttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=%20Cid%20Goncalves%20Filhohttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=Gustavo%20Quiroga%20Soukihttp://www.inderscience.com/dev/search/index.php?action=basic&wf=author&year1=1992&year2=2012&o=2&q=%20Cid%20Goncalves%20Filho


14/38


15/38

)eongil lee and oo eun cho in the paper titled 4%ntertainment on 6obile Internet )ervicesB >rom

the Forean Consumer Perspectives and this paper investigated young consumers preferences and attitudes

towards mobile entertainment services .the speed of services was never met to consumer e$pectation in

mobile entertainment services, while they never really cared about contents aspects such as volumes and

update rate of mobile internet services.

)inggih )antoso and ?mi 6urtini1*23in the paper titled 4?sage and /is# Perception of Internet

&an#ingB Case )tudy in Eogya#arta special region, Indonesia. >or study, opinion of 2 respondents were

collected and aim to measure consumer awareness, usage , and ris# perceptions towards internet ban#ing

which based on information technology and communications. the result shows internet ban#ing awareness

is low, lac# of internet #nowledge, and high administration cost are the main reason for not using internet

ban#ing. In terms of ris# perception, younger age groups of 0*2 years old have the courage to ta#e

higher ris# than upper age groups.

&ill 8oolin et al 1*+3 investigated the importance of perceived consumer ris# and the Internet

shopping e$perience in the online purchasing behaviour of Internet users. &oth perceived consumer ris#

and loss of social interaction in Internet shopping were found to be negatively associated with the amount

of online purchases made. The results of the study suggest that electronic retailing (eb sites could

usefully include features that reduce perceived consumer ris# and enhance online customer service.

/atna /oosti#a wrote an article !Customers Perspectives on 6obile Internet Adoption5.


16/38

Chen Rhang and anet et al 1*=3 carried out a study on 4An empirical study of Cyber )ecurity

Perceptions, Awareness and Practice5 e$amined the perceptions, #nowledge, and e$perience of security

practices of users. 8ue to the fact that most users are not familiar with the venues of such security threats

and therefore cannot fully understand the roles of different defense strategies and defense utilities in

enhancing cyber security.

In this study, 4Internet &an#ing )ecurity )trategyB )ecuring Customer Trust 1>rimpong Twum and

Fwa#u Ahen#ora **35 they found that customer perception of internet ban#ing security is significantly

related to usage and is significantly affected by trust of the system and trust of the provider. It concludes

that customer perception of internet ban#ing security is influenced by customers trust of the ban# and the

internet system and this subsequently influences usage intentions.

@ina &hatti and Anna &ouch et al 1*3 in study titled, 4Integrating ?ser Perceived Guality into

(eb )erver 8esign5 The study was carried out to investigate users requirements for Internet Go). >rom

the findings it has been able to show that users requirements can be integrated into server design. Throughthis integration it is possible to achieve the customer satisfaction that will play a #ey role in the success of

any commercial system.

In0depth )tudy on the Influence of Internet Perceived /is# on the %0(


17/38

customer base on one hand and reduce the costs on attracting the customers on the other hand. )o, the

online companies must focus on the )G aspect, especially on Cancellation and /efund Policy to benefit

from word0of0mouth than spending vigorously on advertisements.

6ustapha Chibo# et al1*3 e$amined the consumer perceptions and usage of mobile

telecommunication in 6aiduguri Township, in @igeria. A sample si'e of + was selected using purposive

sampling technique for the study. The demographic variables were important especially age and

educational bac#ground of consumer on #nowledge about brand of mobile telecommunication have an

influence on choice of brands.


18/38

/eji#umar and )udharani /avindran1**3 this paper e$amines the factors influencing the

continuance decisions of the early adopters of m0ban#ing services in Ferala, India. The perceived service

quality emerged as the strongest predictor of satisfaction in this study. Perceptions about the ris#s involved

in m0ban#ing had adverse impact on service quality and satisfaction. Continuance intentions were found

solely dependent on satisfaction in the m0ban#ing conte$t in Ferala.

>ahad 1*=3 has done a survey titled 4A )tudentsH Attitudes and Perceptions towards the

%ffectiveness of 6obile "earning in Fing )aud ?niversity, )audi Arabia5 and investigates the studentsH

attitudes and perceptions towards effectiveness of mobile learning in their studies. urther it is concluded that there is no significant difference among

the education groups, monthly income in the average awareness score on Phone : 6obile ban#ing usage.

Dence the Dypothesis is accepted in all these cases according to Eesodha 8evi et al1*3.

Iacob CStoiu and 8aniel Adrian 9rdan 1*3 in their research highlight the main aspects

concerning consumer perception towards mobile mar#eting campaigns. /esults shows the perception of

the /omanian consumers towards specific mobile mar#eting techniques is influenced primarily by

perceptions towards mobile services in general, and there are still no brand images being associate with

this new advertising channel. Eet there is consumersH willingness to use new communication channels if

the messages are highly personali'ed and with a great e$tent of addressability depending on user characteristics.

A )tudy conducted by Abdul A'eem and Ria ul Daq 1**3 revealed that paper has provided

thorough information on the impact of various factors on internet advertising and the distinction of

internet advertising effectiveness among three demographically different variables. This study was also

able to give the insight of the various dimensions and their e$tent of influence on internet advertising.


19/38

The study done by &indu et al1*3 is aimed to investigates the perception of tourists towards

Ferala as a preferred alternate health tourism destination. )tudy reveals that the most favourable factors

for Ferala as health tourism destination are its authenticity, rich ayurvedic heritage with multifaceted

attractions. The unique advantage of Ferala ought to be leveraged by the health resorts.

A cost model of Internet service providers is developed in this thesis says by "eida1==3 .The

model is used to gain insight into an I)Ps present costs and to quantify the impact on these costs of

Internet telephony.The model considers five cost categories of an I)P such as capital equipment, transport,

customer service, operations and other e$penses 1sales, mar#eting, general and administrative3. The results

show an increase in total I)P costs that is more than double the increase in revenue. The costs are still

relatively evenly distributed among the five cost categories, but transport costs become the highest costs.

%ach subscriber types cost increases differently, but transport and customer service costs have the largest

impact.

Paramaporn Thaichon et al 1*346ar#eting CommunicationsB >actors Influencing &rand

"oyalty


20/38

the overall customer satisfaction on si$ factors O customer service, reliability, billing, brand image, cost of

service, and offers K promotions.

Fashif >arhat 1*23 undertoo# a research to determine the components that form brand equity

amongst I)P subscribers in Pa#istan. >or this, the Aa#ers brand equity model was selected. a

questionnaire was served to *+ respondents . >rom the results, its concluded that brand loyalty, brand

awareness and perceived quality were found to have a positive significant impact on building brand

equity. Its recommended that mar#eters and brand managers allocate ma$imum resources to brand loyalty

and brand awareness to gain higher brand equity of I)Ps brands.

According to 8avid @. &eede 1*23 the report e$amines both fi$ed and mobile I)Ps and it finds

that broadband competition across the ?.). varies by speed, with lower speeds seeing multiple providers

but a dwindling in available I)Ps with higher speeds.

6any universities and other non0 profit organi'ations started internet access as a value0addedservice to their respective communities. &y implementation and maintenance of these services become

more a nontrivial tas#, requiring large annual budgets to #eep these systems running. These papers

propose a busiest0minute planning model 1&6P63 for the non0profit I)Ps to effectively solve the issues.

/esults suggest that &6P6 model is more effective in solving pricing and capacity e$pansion decisions

of non0 profit internet service providers1 cheng et al 1*J3 .

A Code for Internet )ervice Providers providing %mail )ervices and it see#s to establish industry

wide practices and procedures relating to %lectronic 6essages, as defined by the ?nsolicited %lectronic

6essages Act *-.%mail are enormously beneficial to @ew Realand businesses and %nd ?sers as a low

cost and rapid communications medium. Access to email remains a primary reason for many @ewRealanders going online. As well as )pam which contain illegal or malicious viruses and codes which is

offensive. This Code recogni'es that action must be ta#en by )ervice Providers to minimise )pam and its

negative effects without unduly impeding legitimate business activities conducted over the Internet

reported by @ew Realand 6ar#eting Association Telecommunications Carriers >orum 1*-3

6aran et al. 1*23 studied the consumer perceptions about fi$ed telephone lines in Chennai. The

objectives of the study was to find out the most influencing factor in selection of service provider, and to

measure customer perception and satisfaction as regards the service provided. The study on a sample of

++ telephone users indicated that some problems e$ist that deserve the attention of the company. The

company needs to bridge the gap between the services promised and services offered. And to conclude,

48elivering service without measuring the impact on the customer is li#e driving a car without a

windshield5

1.4 OBECTIVES OF STUD!


21/38

The overall objective of the present study is to e$amine the awareness and perception of users

towards internet services providers in 6adurai district. This study will focus on the following specific

objectives

3 To study the present scenario of the services offered by the internet service providers in India

particularly in Tamilnadu .

*3 To ascertain the brand awareness of different service providers.

3 To identify the factors that influences the user preference of internet services.

23 To analyse user perception about the quality of service offered by the service providers.

+3 To scrutini'e the level of perceived ris# among various internet services providers.J3 To offer valuable suggestions based on findings.

1." NEED FOR THE STUD!It has gained importance because user group gets improvised services and fair competition among

the competitors. This study also ma#es an attempt to evaluate the users awareness and perception in

various dimensions li#e brand awareness, perceived quality, perceived ris#, trust and other proprietary

services provided by the service providers.

1.# SCOPE OF STUD!

In todays scenario, communication has become much faster and unavoidable. Telecom services

are growing at an appro$imate rate around + percent per year in terms of revenue and mere percent in

terms of subscriber base in the last five years. The present study highlights the consumer awareness and

perception towards the internet service providers. This study helps other researchers to measure the

awareness, perceived quality and ris# perceived by the users towards internet service providers.

1.$ H!POTHESIS

D. &rand awareness significantly influences purpose of using internet

D*.There is no significant relationship between price and customer loyalty

DB There is no significant relationship between customer trust and customer loyalty

D 2% The corporate image of the service provider positively influences customers selection of that

provider as their high speed internet service.


22/38

DTangibility positively influences customer satisfaction.

H "% /eliability positively influences customer satisfaction.

H #% /esponsiveness positively influences customer satisfaction.

H$% Assurance positively influences customer satisfaction.

H&% %mpathy positively influences customer satisfaction.

H 1'% Trust positively influences customer loyalty.

H% )witching costs positively influence customer loyalty.

1.& RESEARCH METHODOLO!

This chapter discusses in detail the methodology adopted by the researcher to study the factors

influencing the Customer awareness and perception of user s towards internet service providers. This part

discusses the pilot study, research design, sampling selected for the study, the variables used for the study,

and also the tools used for analysis.

1.&.1 RESEARCH DESIN

A research design is the arrangement of conditions for collection and analysis in a manner that

aims to combine relevance to the research purpose with economy in procedure.

The research design is the conceptual structure within which research is conductedM It constitutes

the blueprint for the collection, measurement and analysis of data. )ince the research problem is well

defined and an attempt is made to describe the e$isting phenomena relating to the measurement of brand

equity, this research fits well into the empirical research design.

E*+,+-a ,/0/a,-h is a way of gaining #nowledge by means of direct and indirect observation or

e$perience. %mpirical evidence 1the record of oneHs direct observations or e$periences3 can be analy'ed

quantitatively or qualitatively. Through quantifying the evidence or ma#ing sense of it in qualitative form,

a researcher can answer empirical questions, which should be clearly defined and answerable with the

evidence collected 1usually called data3. The /esearch design also varies by field and by the questions

being investigated.

1.&.2 DATA COLLECTION

The study is based on the survey of the respondent. The data required for the research purpose have been

obtained from both primary and secondary sources.


23/38

1.&.1.2 THE PRIMAR! SOURCES

The primary data are collected from the sample si'e of 2 /espondents living in 6adurai north,

6adurai south, Tirumangalam, Peraiyur, ?silampatti, ;adipatti, and 6elur of 6adurai 8istrict. The

questionnaires were left with the respondents and given sufficient time to fill up.

The opinion of the respondents is the major source of information. This was collected by using0

)tructured questionnaire prepared for each category of the respondents and information 1data3 was

collected. Guestionnaire comprises of both demographic and functional variables related to the study. The

appropriate scaling technique was applied in this instrument, which is the only source that decides the

reliability and validity. The "i#ert five point scales were applied to get the response from the respondents.1.&.1 .THE SECONDAR! SOURCES

Information related to service providers, history of 6adurai district, /evenue Talu#s in madurai

district, operational definitions and profile of each talu#s, "iteratures related to the statistical techniques

were collected from various )econdary sources. The various sources of information are0

• @ewspapers and 6aga'ines

• Company "iteratures

•

/eports and Publications of @ational and International organisations.

• /eports of T/AI.

• ;arious /esearch ournals K Periodicals.

• ;arious web sites on Internet.

• % journals and reports available on Internet.

1. PILOT STUD!

The Pilot study report provides information about the trail survey. The Pilot study is used to test

the reliability and validity of the instrument, confirming the instrument for conducting research,

determining the sample si'e required for the research study and finally to confirm the research model

proposed to use for further research.


24/38

1. M/a03,+n ,/+a5++67 89, a:a,/n/00 and */,-/*6+9n 98 30/,0 69:a,d0 +n6/,n/6 0/,;+-/

*,9;+d/,0 5/89,/ ;a,+a5/ d//6+9n

C,9n5a-h


25/38

>0test is used to test the internal ability of the instrument and is valid for measuring the variables.

The P value of the >0test is below the .+. It infers that variables have a significant association for

measuring awareness and perception of internet service providers among the /espondents. 6ean value

1*.=3 infers to the moderate value gained by the overall constructs of this study.

. M/a03,+n ,/+a5++67 89, a:a,/n/00 and */,-/*6+9n 98 30/,0 69:a,d0 +n6/,n/6 0/,;+-/

*,9;+d/,0 a86/, ;a,+a5/ d//6+9n

C,9n5a-h


26/38

S3 98

S=3a,/0 d8

M/an

S=3a,/ F S+

&etween People 2.* 2= **.-

(ithin People &etween Items .J- -= *.JJ- =.* .

/esidual +*.= - .-+ Total J*2.+ =+ .J

Total -2.-- === .J

9rand 6ean V *.=-



measuring awareness and perception of internet service providers among the /espondents. 6ean value

1*.=-3 infers to the moderate value gained by the overall constructs of this study.

". M/a03,+n ,/+a5++67 89, B,and A:a,/n/00

C,9n5a-h0test is used to test the internal ability of the instrument and is valid for measuring the variables.



27/38

measuring brand awareness among the /espondents. 6ean value 1.J*3 infers that respondents are aware

about the services and various promotional aspects of the service providers.

$. M/a03,+n ,/+a5++67 89, *,+9,+67 98 30+n +n6/,n/6

C,9n5a-h0test is used to test the internal ability of the instrument and is valid for measuring the variables.


measuring priority of using internet among the /espondents. 6ean value 1*.JJ3 infers to the moderatevalue gained by the overall constructs of this study.

. M/a03,+n ,/+a5++67 89, */,-/+;/d =3a+67


28/38

C,9n5a-h


29/38

12. M/a03,+n +n6/,na ;a+d+67 89, */,-/+;/d ,+0>

S3 98

S=3a,/0 D8

M/an

S=3a,/ F S+

&etween People .= 2= J.+

(ithin People &etween Items *.=J2 *.=J *.+* .

/esidual 2==.= 2= .=

Total +*.*- + .2-

Total 2*.2 +2= .+2

9rand 6ean V *.++



measuring perceived ris# of internet service providers among the /espondents. 6ean value 1*.J3 infers

to the moderate value gained by the overall constructs of this study.

1. M/a03,+n ,/+a5++67 89, 6,306:9,6h+n/00

C,9n5a-h


30/38

9rand 6ean V .



measuring trustworthiness of internet service providers among the /espondents. 6ean value 1.3 infers

to the moderate value gained by the overall constructs of this study.

1.1' SAMPLIN DESIN

)ampling design is a design, or a wor#ing plan, that specifies the population frame,sample si'e, sample

selection, and estimation method in detail.


31/38

F3n-6+9na Va,+a5/0 M/an

Purchasing %lectronic goods *.*

Purchasing home appliances *.J

Purchasing new vehicles *.*

Purchasing Pre0owned goods .+

)elling Pre0owned vehicles .J2)elling Pre0owned goods .=

Internet ban#ing *.=J

Account opening *.2*

)hare trading .=2

Playing games .*

Charting .+J

)ocial networ#ing .JJ

)ending K receiving mails .JJ

Cyber storage *.=

6y service provider gives compactable device .2The service providerHs employees are well dressed and appear neat. .

6y internet connection is fast .+

The service providerHs physical facilities are visually appealing. .22

6aterial and information associated with the service 1e.g. promotional brochure3 arevisually appealing at the customer service counter. .*

The visual design of websites has good quality *.=

The pages load quic#ly than other service providers .

(hen the service provider promises to do something by a certain time, services aredelivered as promise or it does so. *.+*

The service provider staff #eeps the transaction records accurately. .J

The service providers perform the service right the first time. .*2

(hen I have a problem, the service provider shows a sincere interest in solving it. *.-*

ItHs easy to interaction with customer service personnel *.J

"ow error0free connection with the service providers. .

I get quic# communication from the service providers if any #ind of changes inservice1e,g promotional offers3. .J

)ervice provider understands my specific needs *.=

This service provider Xhas customersH best interests at heart. .*

(hen you have a problem, this service provider shows sincere interest in resolving any problems .*

The service provider staff tells me e$actly when services will be performed. .2Inquiries are answered promptly. *.-J

)ervice provider staff is always willing to help me at anytime. *.-J

)ervices providers has given me individual attention *.

The service providers offers me value added services based on my preferences.1eg.e$trainformation and services3 *.+

After sale service with these service providers is e$cellent. *.=2

I can trust employees of this service provider. *.J


32/38

F3n-6+9na Va,+a5/0 M/an

%mployees are consistently well0mannered with customers. *.-*

The customer support representative was courteous with me. *.J2

I feel safe in transactions with this service provider. *.+

%mployees have the #nowledge to answer your questions. *.=*

Customer service staff seems to have received adequate supports from the service provider to do their job well. *.=

)ervice providers does not share usersH information with others. *.-

The service provider gives customers individual attention. *.*

The service provider has operating hours and locations which are convenient to itscustomers. *.2J

%mployees give their personal attention to customers. *.*

%mployees understand customersH specific needs. *.J2

Fnowing that ris#s associated with the internet use. *.

I am afraid of disclosing my ban# account details on the Internet *.2

I thin# that privacy is not guarnted while using internet services *.-;irus other malicious programs could harm my devices *.+

I am very concerned that my internet service provider trac#ing my location .2

I may have to waste a lot of time and effort getting the service adjusted:repaired. .J

I am concerned about providing my credit card number to the websites while purchasing

online. *.J2

There may be some technical failure *.+*

It is difficult to try and evaluate the service due to its intangibility. *.+2

I fear that while I am paying a bill online, I might ma#e mista#es since the correctness of

the inputted information is difficult to chec# from the screen. *.*

I have more confidence with current services providers .

This service provider is #nown to be concerned about customersH interest. .2I feel safe with the networ# environment .+J

I believe service provider is trustworthy .*

I have complete trust in doing business with this service provider. *.=2

I believe my information is #ept confidential. .

I feel that I can trust this service provider they have adequate security features. .

In my opinion, it is difficult to ascertain the quality and other characteristic of the

products on internet .J

)tandard deviation .+

Total number of valid response from the respondents 0+

Total functional variables selected for this study0

)tandard deviation of this study is .+

)ampling error can be controlled by selecting adequate si'e. /esearcher has specified the precision in

respect of estimation concerning the population parameter. In this case the researchers desired precision is


33/38

Y + i.e. The true values mean should not be less than =+L. /esearcher accepts that the acceptable rate of

error 1e3 is equal to +L.

/esearcher uses the following formula for deciding the required sample si'e for this study.

nV '* 7 Z* p :e*Dere,nV si'e of the sample

'V the value of standard variate at a given confidence level. Dere the confidence level is =+L and assumed

to be a normal distribution. )o, the table value under normal curve is .=J.

eV acceptable error

Z pV )tandard deviation of the population calculated by ta#ing functional variables of the respondents as

the #ey source for deciding sample si'e.

Dence, the sample si'e required for this study is

nV 1.=J3*7 1.+3* : 1.+3*M nV .2 7 .*+ : .*+ V .J*

Dence, .J* respondents are required for this present study. >inally, researcher decided to ta#e over the

lower limit of sample si'e as 4'' 0a*/0.

Sa*+n *an

Ta3>

T96a

P9*3a6+

9n

L+6/,a6/0

Ma/ Sa*/ F/a/ Sa*/

T96a

L+6/,a6/0

T96a

Sa*/

6elur *==+ *-2* * --- J *+* J6adurai @orth 2= *+*2 - -== * J2 J=

;adipatti *2+ =J*2 J -222 J++ *=

?sillampatti =+*J -+= +J*J ** *

Peraiyur *+== *J* + 22= -2=

Tirumangalam **+2 =2J J -+ J2=*2 *=

6adurai )outh =-= +=*+J + +J2J =+ *=2 *

2 =2J ** +2 **2-2= 2

S93,-/% Ta+nad3 -/n030 2'11

(h66*%@@:::.-/n030.6n.n+-.+n@-/n0302'11da6a@PPT6a3>da6a8+na.*d8)

1.11 SAMPLIN TECHNIUE

The researcher has adopted proportionate Area sampling, which is a probability sampling

technique. Area sampling in which the clusters that are selected from maps rather than listings of


34/38

individuals, groups, institutions or whatever. )ometimes a further sub0sample is ta#en in which case the

phrase multi0stage sampling is used.

This technique allows researchers to classify the 6adurai district into various talu#s. )ub0 classification

has been done with different literacy and gender wise.

The researcher decided to distribute desired samples of the population of each geographical

location on the basis of its population. This method of proportion is applied in the current sampling

technique.

1.11 M/6h9d 98 Ana70+0%

Analysis 98 Va,+an-/%


35/38

caution when Xalpha has been computed from items that systematically violate its assumptions.[specify\

>urthermore, the appropriate degree of reliability depends upon the use of the instrument. >or e$ample, an

instrument designed to be used as part of a battery of tests may be intentionally designed to be as short as

possible, and therefore somewhat less reliable.

L/;/n/


36/38

sufficient to demonstrate the presence of such a causal relationship 1i.e., correlation does not imply

causation3.

>ormally, dependence refers to any situation in which random variables do not satisfy a mathematical

condition of probabilistic independence. In loose usage, correlation can refer to any departure of two or

more random variables from independence, but technically it refers to any of several more speciali'ed

types of relationship between mean values. There are several correlation coefficients, often denoted ^ or r,

measuring the degree of correlation. The most common of these is the Pearson correlation coefficient,

which is sensitive only to a linear relationship between two variables 1which may e$ist even if one is a

nonlinear function of the other3. or the geometric mean, see weighted geometric mean. >or the harmonic

mean, see weighted harmonic mean. The weighted mean is similar to an arithmetic mean 1the most

common type of average3, where instead of each of the data points contributing equally to the final

average, some data points contribute more than others. The notion of weighted mean plays a role in

descriptive statistics and also occurs in a more general form in several other areas of mathematics.

If all the weights are equal, then the weighted mean is the same as the arithmetic mean. (hile weighted

means generally behave in a similar fashion to arithmetic means, they do have a few counterintuitive

properties, as captured for instance in )impsonHs parado$.

R/,/00+9n ana70+0 AMOS (Ana70+0 98 M9;//n6 98 S6,3-63,/)

/egression analysis was used to formulate a model for predicting Customer &ased &rand %quity of

&an#ing Industry. (ithin the framewor# of Consumer self0confidence measured used to evaluate the

brand equity dimensions in &an#ing industry dimensions are have number of variables which are scope

studying its causational effect on the sustainability of &an#ing industry.

?sing the regression model it was proposed to construct a model. The general regression model

1 linear3 is of the typeB

Y= a + b1 X 1+ b2 X 2+………..+ b15 X 15,


37/38

(here y is the dependent variable and X 1, X 2,…. X 15 are the independent variables e$pected to be related to

y and e$pected to e$plain or predict y . b1, b2, b3……. b15 are the coefficients of the respective independent

variables, which will be determined from the input data.

1.12 LIMITATIONS

/espondents lac# of understanding of language stood in the way of providing correct response.

"ac# of awareness of internet services in people of rural areas are one of the limitations.

)ome respondents were reluctant to divulge personal information which can affect the validity of

all responses.

The limitation of this study is that the sample was restricted to a single geographic area. >irstly,

this study was carried out mainly in 6adurai district thereforeM the results obtained may not be pertinent to

the country as a whole

)ince the population of this analysis is very huge, the data were not easily available and it wastough to have access to information that could help in contacting internet users because of solitude and

safe#eeping issues.

6ost of IndiaHs major internet service providers different Internet broadband service providers are

&)@" Airtel Aircel /eliance TATA ;odafone that can respond to the questionnaire rightly. &ecause now

there are J companies offering internet services in the 6adurai district which already mentioned above.

This finding is based on the results gathered from users on the awareness of internet service

providers and the results of this study are based on customersH perceptions of service quality only, future

the researches should investigate the comparison between users and service providersH perceptions of service qualityhave their presence in Tamil @adu. In addition, the researcher selects the user from J brand

of internet services providers

CHAPTER SCHEME

/esearch report of this study will organised and presented in the following chapters.

Cha*6/, 9n/ includes the Introduction, )tatement of the Problem, review of literature,


38/38

Cha*6/, F+;/ deals with user perception about the quality of service provided by the service providers.

Cha*6/, S+ deals with level of perceived ris# among various internet services providers.

Cha*6/, S/;/n includes summary of findings, suggestions and conclusion.

.

LIMITATIONS

/espondents lac# of understanding of language stood in the way of providing correct response.

"ac# of awareness of internet services in people of rural areas are one of the limitations.

)ome respondents were reluctant to divulge personal information which can affect the validity of all

responses.

The limitation of this study is that the sample was restricted to a single geographic area. >irstly, this study

was carried out mainly in 6adurai district thereforeM the results obtained may not be pertinent to the

country as a whole.

)ince the population of this analysis is very huge, the data were not easily available and it was tough tohave access to information that could help in contacting internet users because of solitude and safe#eeping

issues.

6ost of IndiaHs major internet service providers different Internet broadband service providers are &)@"

Airtel Aircel /eliance TATA ;odafone that can respond to the questionnaire rightly. &ecause now there

are J companies offering internet services in the 6adurai district which already mentioned above.

This finding is based on the results gathered from users on the awareness of internet service providers and

the results of this study are based on customersH perceptions of service quality only, future the researches

should investigate the comparison between users and service providersH perceptions of service quality

have their presence in Tamil @adu. In addition, the researcher selects the user from J brand of

internet access in india

Documents