A system study on an internet service provider

• Main Author: Dy, Michael Lyndon K.
• Format: text
• Language: English
• Published: Animo Repository 1998
• Online Access: https://animorepository.dlsu.edu.ph/etd_bachelors/1642
• Institution: De La Salle University

Company A, established in 1993, plays a significant role in fulfilling one of the aims set forth by its mother company: the provision of quality and timely access to information. The Internet Service Provider (ISP), goldrush in the early 90's made the ISP industry a cutthroat industry where the competition is fierce and the mightiest survive. Co. A, being a service company, has also adjusted to the competition by having its own service design based on what they think the customer wants. However, what the customer wants and what the company thinks the customer wants are two different things. Based on the survey findings of the proponents, the present service design of Co. A does satisfy customer requirements. Subscribers of Co. A thinks that accessibility (29%) or the case of connection, and performance (28%) or ability to provide fast and dependable Internet connection, are the core service categories. Based on the rank correlation analysis, bandwidth size and ease of connection have the most significant correlation to the overall image of the company. This means that improving these two service variables would improve the overall image of the company most. On the other hand, access speed has the largest gap (1.8) between importance and satisfaction among the subscribers of Co. A. The proponents therefore used these factors to design the seven alternative solutions. After simulating the seven alternative solutions and comparing it with the present system, four out of seven of the solutions performs better than the present system. Cost and benefit analyses were performed on these four alternatives to come up with the proposed solution. The proposed solution was to acquire a tiered T3 (6 Mbps) dedicated line access together with the installation of 56 kbps modems and additional 180 phone lines. This proposed solution will enable Co. A to meet customer requirements. The cost of the proposed solution is Php 6,702,283.059 against the expected gain of Php 11,582,090.09. This gives the company a profit of PHP 4,879807.031. Quality benefits includes the increased throughout speed, shorter time to download the same file, and lastly it would attract more customers. Implementation of the proposed solution could be done in a month with the first two weeks committed to the ordering of telephone lines and bandwidth and the last 2 weeks reserved for trial run and announcement/advertisement of the availability of the 56K modem service. The company should also continuously have a survey to determine if they are meeting and taking into considerations the customer requirements.