1. FINDING THE REASONS FOR
DECREASE IN WATEEN’S SALES
BY,
WAHAB YUNUS 083115
UMAIR AHMED 061253
M.ASIM 083161
ABID HUSAIN CH. 083111
THE FUTURE IS WATEEN
RESEARCH PROJECT
PRESENTED IN PARTIAL FULFILLMENT OF THE
COURSE
MARKETING RESEARCH
1

2. ACKNOWLEDGEMENT
In order to accomplishment of this report we would like to thank those people who
help us a lot and make us possible to prepare this report. We would like to thank first
of all our teacher Professor Imran Sadiq who helps us a lot in creating this report
and help us a lot in every section of the report and due to his advises we become able
to submit the report. He is a vast knowledgeable and very hardworking teacher. He
cooperates with us very kindly and gives us a lot of knowledge of the subject with
reference to the current world situation. We all once again thanks to our teacher.
2

3. Table contents
Chapter 1........................................................................................................................5
Introduction....................................................................................................................5
INTRODUCTION..........................................................................................................6
1.1 The company:.......................................................................................................6
1.1.1ABOUT WATEEN:.......................................................................................6
1.1.2WIMAX:........................................................................................................6
1.2 Mission:................................................................................................................7
1.3Vision:...................................................................................................................7
PROBLEM DEFINITION ........................................................................................8
Broad statement .....................................................................................................8
1.4 Objectives of Research:........................................................................................9
Chapter 2......................................................................................................................10
Review of literature......................................................................................................10
2.1Network Expansion ........................................................................................11
2.1: Archor/David/Kumar....................................................................................11
2.2: Uma Sekaran (2008).....................................................................................12
2.3: Mark Sutton (2008).......................................................................................13
Motorola Provides WiMAX Services to Wateen Telecom..................................15
Wateen launches WiMAX network.....................................................................16
Wateen Telecom-Pakistan selects Motorola to manage newly-announced wi4
WiMAX network..........................................................................................................16
Coverage ..................................................................................................................17
Chapter 3......................................................................................................................18
Research Methodology.................................................................................................18
3.1 Specific:..........................................................................................................19
3.2: Nature of study:.............................................................................................19
3.3: Source of data:...............................................................................................19
3.4 Target Population:..........................................................................................19
3.5 Sample size:....................................................................................................19
3.6 Sampling procedure:......................................................................................20
3.7 Data collection Instruments:...........................................................................20
3.8 SWOT ANALAYSIS.........................................................................................20
Strength:...............................................................................................................20
Threats:.................................................................................................................20
3.9 Limitations:........................................................................................................21
Secondary Data:...................................................................................................21
Primary Data:.......................................................................................................21
Ch. 4.............................................................................................................................21
Research findings.........................................................................................................21
Which internet service you use?...............................................................................22
Response:.............................................................................................................23
If weekly 10 15 20 30 other.................................................................27
What is your family income?...................................................................................28
Speed 1 2 3 4 5..............................................................................33
3

4. Quality 1 2 3 4 5.............................................................................34
If you get better service, at the same price would you switch your current
connection?...............................................................................................................35
If yes then on which basis you want to switch your connection?............................36
CONCLUSION............................................................................................................37
RECOMMENDATIONS.............................................................................................38
Appendix......................................................................................................................40
4

5. Chapter 1
Introduction
5

6. INTRODUCTION
1.1 The company:
The company we have chosen for our research is Wateen. we
have chosen this company because it’s a brand of very familiar ABU DABI
Group which has good image in the Pakistan market and also have a big
share in the broad band services. And the main purpose for choosing this
company is that the its provide us the maximum opportunity for conduct the
research to help us in our marketing research course.
1.1.1ABOUT WATEEN:
Wateen Telecom is the Abu Dhabi Group's latest venture in Pakistan. After
the successful launch of Warid Telecom in Pakistan, which has a subscriber base of
over 10 million customers in 145 cities, Wateen Telecom has been set up to become
the leading "Carrier's Carrier" providing services based on quality, reliability and
affordability in the communication and media sector. Wateen is committed to bring
Next Generation services to your doorstep... today
1.1.2WIMAX:
Wateen Telecom is the first company in the world to roll-out a WiMAX network at a
country-wide scale. WiMAX is a standards-based technology enabling the delivery of
last mile wireless broadband access as an alternative to wired broadband like cable
and DSL. With globally renowned partners such as Motorola, Cisco, and Intel, the
stage is set to revolutionize the way you use technology! With Wateen's WiMAX
network, you get access to:
• Broadband Internet with up to 2Mbps dedicated speeds
• Telephony with over 40 value added features, and
• Fully secure high-speed data networks
6

7. 1.2 Mission:
 To provide affordable communication services that meets and exceeds
customers' requirements
 To deliver high-quality, flexible and innovative solutions that are cost
effective and conducive
 To provide complete customer satisfaction on time, every time
Corporate Values
Simplicity Practical and easy-to-use
Satisfaction Customer satisfaction is foremost
Quality Premier services; no compromises
Innovation Always at par with the latest technology
Honesty Practice what we preach: integrity, ethics and open communication
1.3Vision:
To introduce Wateen Telecom in the European and North American markets
and provide the leading telecommunications international voice services
through a world-class cutting-edge network to deliver a broad range of
reliable, affordable and quality customer-centric services.
7

8. PROBLEM DEFINITION
Broad statement
DECREASE IN WATEEN’S SALES
Components
Due to connectivity Due to price Due to Quality Due to speed
8

9. 1.4 Objectives of Research:
• To study the existing sales strategies of WATEEN.
• To identify the factors affecting sales of WATEEN.
• To suggest the ways through which the sales can be increased.
• To find the insight of the customers.
• To determine overall customer satisfaction level of Wateen
• To determine their reason for switching to WiMAX ν How satisfied are the
customers with different features of Wateen WiMAX such as speed,
connectivity, price and customer service.
9

10. Chapter 2
Review of literature
10

11. 2. Review of literature
2.1Network Expansion
By admin
Posted on 08 Feb 2010 at 12:22pm
First time in history of WiMAX industry, Wateen’s RAN team has on-aired four
sites without involving its vendor, Motorola. Reportedly, due to delay in delivery
from vendor’s side, one of Wateen’s RAN team took the initiative and deployed 4
sites, which are as of now on-air and live in southern region. Lead by Tehseen
Ahmed, Syed Yasir Uddin is responsible for all the integration of equipment that they
had purchased from vendor, while deployment work was done by a sub-con.
Commenting on this, the RAN team lead Tehseen Ahmed said that this is the first
time in the history of Wateen, RAN team have deployed sites without involving the
vendor, all the installation and integration of these site are done by us. Yasir, while
speaking with Humayun.pk told that there are 134 sites planned in this phase, out of
which 66 are in Karachi. After successful installation of 4 sites, his team is planning
to roll out all remaining sites in chunks.It merits mentioning here that Yasir had
joined Wateen a year ago as a fresh graduate.Currently there is only one such
installation team in Wateen, however, we may see more such individuals mastering
the installation process.
2.1: Archor/David/Kumar
This case study is about a health maintenance organization (H.M.O). A project of 5
doctors at Fraser General Hospital. This data is of September 1996.John Akitt is the
originator of the program. The major problems he is facing is of budgeting problem
he needs 400000 $ to start the project. He also has to convince the trustee for the
budget and there is another H.M.O nearby.
John Akitt said that they should provide better services and hence they need a lot of
money. For this he started research and came to know there is a university 2miles
away. The university has overall 13000 students and faculty members. They said that
they will only take their H.M.O plan if their plan will be succeeded in early few
months. Akitt realized that they need to provide better services at lower rates and
provide extra ordinary services to attract people.
They targeted the people who don’t have any H.M.O plan before and those who are
dissatisfied with their current H.M.O plan and those who didn’t have any long
standing relationship with a family doctor.
11

12. They collected data from both primary and secondary sources.
Primary: They surveyed university and interviewed the people from their sample.
Secondary: they interviewed 4 members of competitive H.M.O and discovered
objective, purpose and background of their H.M.O
They followed 4 procedures of data collection:
1. Telephonic contact to get dates for questionnaire.
2. Placed questionnaire.
3. They did reminder phone calls.
4. If the questionnaire was not filled arguments were made for second pick up
time.
Their plan was awesome before data collection, they made themselves aware that they
must collect the accurate data .they wanted to reduce the cost so they were very
careful about their plan.
Their objectives were to make their H.M.O successful. The demand for the proposed
H.M.O should be increased and for this purpose they had to give extra ordinary
facilities to their customers. On the other hand they have to reduce their cost . Medical
services should be good in order to retain their customers.
According to me John Akitt did the right thing for conducting the research and finding
the ways through which he can get more customers and retain them by offering
attractive packages. Secondly his main aim was to save the cost of research ands the
way he chose to do research fulfilled his purpose so it was a successful research for
him.
2.2: Uma Sekaran (2008)
This data is collected in 1999.Anisha Sekar started the work of handcrafts in India .
She made jewellery, handbags, articrafts and home furnishings. Later she started to
export these to U.S.A. Tom was. Her husband, he handled all the matters regarding to
the export of her product. Their work was going very well in 1999. her motive was to
export her products worldwide for this she needed capital to explore her company.
12

13. Anisha was creative and this helped her husband a lot. Her exports started increasing
in 1999 for first 5 years Tom handled and later she decided to hire a local manager.
The major problems she was facing were:
Return of their sales from U.S.A , artisans she hired in India delivered the products
late, Indian customers ordered them in bulk but due to late delivery of shipment
returned the order, breaking of goods on their way, fungus problems with the goods
and customs officer inspect each and every product resulting in the delay of their
shipment.
For solution of the problem she hired David and his team. They started the research.
The major problem David was facing of language barrier but he soon overcomes that.
He visited where Anisha’s products were sold. He collected and read all the relevant
material that he could obtain from Indian customers and shipping procedures.
He also surveyed in U.S.A and asked for the reasons of return in their product. The
major reason for this was delayed delivery and fungus problem with the products.
For the solution David applied a chemical to the products which avoid fungus. He
also offered bonuses to the artisans in the form of cash prizes for making the product
ready before time. He also advised Anisha to make a good friendly relationship with
the custom officer so that he clears the shipment in time.
According to my opinion research of David was very good.
It was a scientific research.
It fulfilled the purpose of Anisha.
The research was purposive.
All the problems were solved through this research.
2.3: Mark Sutton (2008)
Researcher has found an article about Wateen at the website
arabianbusiness.com/wateen according to this article………………
This article is written by Mark Sutton on 13th October 2008. According to him Wateen
is expanding its WiMAX network. Pakistan’s Wateen Telecom is set to double the
capacity of its WiMAX network though a new deal with Motorola.
13

14. Wateen has a potential market of 30million people and is working in 22 major cities
of Pakistan.
The largest private telecoms company in Pakistan, Wateen, which is owned by the
Abu Dhabi Group, launched its WiMAX service last year, and offers a range of voice
and data services for business and home users.Tariq Malik, CEO of Wateen said:
“Wateen Telecom was the first company in the world to roll out an 802.16e WiMAX
network on a nationwide scale. Today’s announcement confirms our commitment to
WiMAX and continued investment in our network to ensure our customers receive the
most advanced services using the latest OFDM-based WiMAX solutions. Working
with a global leader such as Motorola, we are revolutionizing broadband
communications and enriching the lives of consumers in Pakistan.”
Ali Amer, vice president Sales, Middle East, Africa and Pakistan, Motorola Home &
Networks Mobility said: “Together Motorola and Wateen have pioneered the
deployment of WiMAX. We’re proud to have created one of the world’s largest and
most advanced wireless broadband networks and excited to be expanding its reach
Wateen telecom is Pakistani Telecom Company based in Lahore. Lahore is the capital
of Pakistani subdivision and is the 2nd largest metropolitan city of Pakistan after
Karachi.
2.4Geographic Location:
Pakistan, officially the Islamic Republic of Pakistan, is a country located in South Asia
and borders Central Asia and the Middle East. It has a 1,046 kilometer coastline along the
Arabian Sea and Gulf of Oman in the south, and is bordered by Afghanistan and Iran in the
west, India in the east and People's Republic of China in the...
and is a sister concern of Warid Telecom
Wateen telecom is the Abu Dhabi group’s latest communication network in
Pakistan .its current goals are to set the leading career with collaboration of Motorola,
they are planning on developing WiMAX country wide network across Pakistan .
In this article strength of Wateen’s telecom product is discussed by the writer of this
article. According to the writer the best strength of Wateen is that: it is providing
14

15. point to multiple points’ links to its customers. Based on its strength Wateen has got
power in the market.
December 28, 2009
Motorola Provides WiMAX Services to Wateen Telecom
By Raju Shanbhag, TMCnet Contributor
As the demand for WiMAX services increases, companies have been deploying
improved WiMAX facilities to attract more customers. Recently, Motorola announced
that Wateen Telecom has accelerated its rollout of WiMAX services with the help of
Motorola’s Home & Networks Mobility business. Motorola is Wateen’s exclusive
WiMAX CPE and infrastructure supplier.
Wateen said it chose Motorola’s WiMAX USB 100 as part of its latest CPE order.
USB 100 will be made available to consumers and businesses for the first time in
Pakistan, as will the outdoor WiMAX CPE 450. Motorola will also provide newly
introduced WiMAX CPEi 775 and CPEi 750 for indoor use within a home or office
environment.
Motorola’s wi4 WiMAX USBw 100 adaptor lets end users connect to mobile
WiMAX broadband on their laptops using the convenient USB format. The device
can plug into any USB port to provide flexible, high-speed connectivity for mobile or
nomadic wireless broadband access. This allows the end users to experience the same
easy, reliable access to broadband speeds on the go – indoors and outdoors.
“Wateen Telecom’s ambitious expansion plans allow the company to reach a wider
customer base and address popular demand,” said Ali Amer, vice president, Middle
East, Africa and Pakistan, Motorola Home & Networks Mobility. “It is a testament to
the strength and breadth of our WiMAX CPE portfolio that Wateen continues to offer
only Motorola devices to its customers across Pakistan.”
Wateen Telecom said it believes that the CPE units will provide a larger number of
subscribers in Pakistan with unprecedented access to flexible and affordable wireless
data and voice services. The facilities provided include basic telephony and fast
Internet access to secure data connectivity, IBM stated.
Recently, the home and networks mobility unit of Motorola has reiterated its
commitment to both WiMAX and LTE as the leading technologies for the next
generation. Both WiMAX and LTE allow for the media experiences that people want,
and deliver the lowest cost per bit for operators. Both technologies serve distinct
markets, according to Motorola.
December 16, 2007
15

16. Wateen launches WiMAX network
KARACHI (WiMAX Day). The CEO of Wateen Telecom, Mr Tariq Malik, sent a
congratulatory note to staff and customers as he announced the lanuch of their
mobile WiMAX network in Pakistan. “We are proud to be the largest and the first
in the world to roll-out WiMAX 802.16e network nationwide in 22 cities,” said
Malik. Earlier this year Wateen awarded a contract to Motorola to deploy its
WiMAX network, and both companies have been working fast and furious ever
since. The Wateen network is a major milestone for Motorola as some say it is the
largest such mobile WiMAX network in existence today. Wateen Telecom is owned
by Abu Dhabi Group, which also owns Warid Telecom, a GSM operator in Pakistan
with over 4 million customers.
Wateen Telecom launches massive WiMAX network in Pakistan
By Darren Murph posted Dec 17th 2007 3:49PM
Good news for those in Pakistan hungry for another link to the 'net: Wateen Telecom
has officially launched its WiMAX / HFC services for the consumer market.
Reportedly, Motorola played a huge role in deploying the "first 802.16e commercial
WiMAX network in Pakistan," and according to Wateen, it's the largest WiMAX
network "ever installed." In case you hadn't already guessed, Wateen Telecom is
indeed an Abu Dhabi venture, and the service will initially be made available in 22
cities
Wateen Telecom-Pakistan selects Motorola to manage
newly-announced wi4 WiMAX network
Enabling Wateen to focus critical resources, the Motorola managed services contract
will also empower the service provider to increase efficiencies and keep up with
rapidly advancing technologies.
Wateen Telecom-Pakistan is part of Warid Telecom International LLC, an Abu Dhabi
Group company led by His Highness Sheikh Nahayan Mabarak Al Nahayan. HH
Sheikh Nahayan formally signed the new contract with senior Motorola executives,
including Eric Pradier, Vice President Network Services, Europe, Middle East, Africa
(EMEA) and Latin America Caribbean, (LAC), Motorola Networks & Enterprise.
Under the managed services contract, Motorola will take responsibility for the
operations and maintenance of the wi4WiMAX/IMS network according to an
established set of key performance indicators. The services included in the contract
will ensure that Wateen's evolving WiMAX infrastructure stays current and
responsive to business demand.
"The Wateen network is a multi-faceted project that combines a number of new
technologies. This managed services agreement with Motorola will enable the
16

17. combined team to realize Wateen's vision of 'Broadband Pakistan' quickly and
efficiently,"
said HH Sheikh Nahayan Mabarak Al Nahayan.
"This managed services agreement allows Wateen to leverage Motorola's standards-
compliant infrastructure, skilled staff, clear operational processes and demonstrated
ability to manage a network of this complexity and diverse emerging technologies,"
said HH Sheikh Nahayan.
One of the key elements in Wateen Telecom-Pakistan's decision to opt for a managed
services agreement was time to market. "Often in these wide-ranging nationwide
infrastructure roll-outs, the operator has to devote large portions of their internal team
to managing the day-to-day operational requirements of the network," said Eric
Pradier.
"Wateen's management had the vision and clarity to opt for a single point of contact
that integrates the response to all service requirements, freeing the operator to focus
on running its business and serving customers across the country," continued Pradier.
The announcement of the managed services agreement between Wateen and Motorola
comes just weeks after the two companies signed an agreement for the planning,
design and deployment of a nationwide wireless broadband voice and data network in
Pakistan. From a technology perspective, the announcement heralded the world's
largest nationwide commercial WiMAX 802.16e contract and leveraged Motorola's
IMS solution.
The 802.16e-based wi4™ WiMAX access network and subscriber units will enable
Wateen Telecom-Pakistan to offer broadband data services covering residential
Internet access and voice services, corporate hosted VoiP and virtual private networks
(VPN) and public hotspots. The solution will provide the access network, subscriber
units, IP Multimedia Subsystem (IMS) core and services to quickly and cost-
effectively connect the unconnected.
A portion of purchase price will be financed by Motorola.
http://www.ameinfo.com/89263.html
Coverage
Wateen has launched its product in 22 major cities of Pakistan.
Wateen is currently providing mainly outdoor and limited coverage in the following
cities:
Abbottabad ,Jhelum ,R.Y. Khan ,Bahawalpur , Karachi ,Sahiwal , D.I. Khan Lahore,
Sargodha , Faisalabad , Multan , Sheikhupura , Gujranwala , Okara , Sialkot ,Gujrat,
Peshawar ,Sukhur ,Hyderabad ,Quetta ,Islamabad, Rawalpindi
17

18. Chapter 3
Research Methodology
18

19. 3. Research Methodology
3.1 Specific:
The researcher specific study is to find the reasons for decrease in wateen’s franchise
sales.
3.2: Nature of study:
The nature of this research is descriptive.
3.3: Source of data:
The data will be collected from both primary and secondary sources. The secondary
sources will be review of literature, case studies and articles. The primary sources will
be face to face interviews with walk in customers and by distributing questionnaire.
3.4 Target Population:
The target population is the users of Internet who frequently use the internet service
which include Dial up, DSL and WIMAX etc
3.5 Sample size:
The researcher has selected sample size of 80 users.
19

20. 3.6 Sampling procedure:
The sampling procedure that will be used is random sampling under the head of
probability sampling.
The researcher will make list of 80 users by their forms.
3.7 Data collection Instruments:
Data collection instruments would include questionnaire copy enclosed in Appendix ,
face to face interviews with users and other secondary instruments.
3.8 SWOT ANALAYSIS
Strength:
 Company Image:
 Quality Conscious:
 Good Relation with Govt
 Large No. of diversity businesses:
 Sponsorships:
 Effective advertisement campaigns
 Qualified employees
 Advance Technology used
 Changing lifestyle
Weakness:
 Weak Distribution: They lack behind in targeting the rural areas and just
concentrating in the urban areas
 Due to high rate of taxes our price are higher
 Lots of competitors in the market.
 High cost of production
Opportunities:
 Increase Population:
 Changing social trend:
 Expansion of distribution net work
 Introduction of new products
 Capturing of rural areas
Threats:
 Government Regulation: They face problem if government employ taxes
on them which force them to raise the price of their product.
 Competitors
 Less awareness of the product
20

21. 3.9 Limitations:
Secondary Data:
The data available is outdated, not in detail, inaccurate and was very less.
Primary Data:
some difficulties were faced while collecting data both from users and researchers
respective like less time, refusal in response and biasness.
Ch. 4
Research findings
21

22. Which internet service you use?
a) PTCL
b) Cyber net
c) LinkDotNet
d) World Call
e) Other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the different companies. And you can
easily compare them with the help of the percentages.
100%
80%
PTCL
60%
50% Syber Net
40% 32% Link Dot Net
20% World call
6% 5% 7.50%
0% Other
PTCL Syber Net Link Dot World call Other
Net
22

23. Which type of internet service you use?
a) Dial up
b) DSL
c) WiMAX
d) No service
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the different types of internet services
like DAILUP, DSL, and WIMAX ETC. And you can easily compare them with the
help of the percentages.
100%
90%
80%
70% 65%
60% Dialup
50% DSL
40% WiMax
30% No service
20% 16% 13%
10% 6%
0%
Dialup DSL WiMax No service
23

24. Which DSL speed you use?
a) 64 KBPS
b) 128 KBPS
c) 256 KBPS
d) 512 KBPS
e) Other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the different types of internet SPEED
of DSL. And you can easily compare them with the help of the percentages.
100%
90%
80%
70% 64KBPS
60%
128KBPS
50%
256KBPS
40%
32% 512KBPS
30% 25%
1MB
20% 13% 16%
10% 6%
0%
64KBPS 128KBPS 256KBPS 512KBPS 1MB
24

25. How often do you use Internet?
a) Daily
b) Weekly
c) Occasionally
d) Other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the different times of usage like Daily,
Weekly, Occasionally etc. And you can easily compare them with the help of the
percentages
100%
90%
80% 73%
70%
60% Daily
50% Weekly
40% Occasionally
30% Other
20% 16%
10% 7% 4%
0%
Daily Weekly Occasionally Other
25

26. How many hours you use Internet?
Hours
a) Daily 1 2 3 4 5 other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the usage Of different hours by daily users of internet
services. And you can easily compare them with the help of the percentages
100%
80%
1Hr
60% 2Hr
3Hr
40% 4Hr
31%
25% 23% 5Hr
20% Other
9% 6%
4%
0%
1Hr 2Hr 3Hr 4Hr 5Hr Other
26

27. If weekly 10 15 20 30 other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the usage Of different hours by weekly users of internet
services.. And you can easily compare them with the help of the percentages
100%
80%
60% 10Hrs
45% 15Hrs
40% 20Hrs
30%
Other
20% 15%
10%
0%
10Hrs 15Hrs 20Hrs Other
27

28. What is your family income?
a) Less than 15000
b) 15000-20000
c) 20000-30000
d) 30000-above
Response:
According to our survey the response of that question is shown in below chart.
In this chart you can see the different income levels of the internet users, And you can
easily compare them with the help of the percentages
6%
20%
Less than 15000
15000-20000
20000-30000
9% 30000-above
65%
28

29. What are your monthly average expenses on internet?
a) 500
b) 800
c) 1200
d) other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference in the expenses by different users on internet,
And you can easily compare them with the help of the percentages
28% 13%
500Rs
800Rs
1200Rs
34% Other
25%
29

30. Why do you prefer your internet connection?
a) Due to speed
b) Due to connectivity
c) Due to price
d) Other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the preferences of the users to the different factors which are
mentions in the questions. And you can easily compare them with the help of the
percentages
8%
17%
Due to Speed
Due to Connect
Due to Price
11% Other
65%
30

31. Using internet what are the things you looking for please rate them
1 --- 5?
a) Connectivity 1 2 3 4 5
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the rating of connectivity by different
users, and you can easily compare them with the help of the percentages
Least Pref 1 13%
Little Bit Pref 2 8% Least Pref 1
Little Bit Pref 2
Avg Pref 3 8% Avg Pref 3
Pref 4
Pref 4 24% Most Pref 5
Most Pref 5 47%
0% 50% 100%
31

32. Price 1 2 3 4 5
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the rating of price by different users,
and you can easily compare them with the help of the percentages
32%
Most Pref 5
f5
re
28% pref 4
tP
os
Avg Pref 3
4
M
ef
pr
16% Little Bit Pref 2
LeastPref 1
3
ef
Pr
8%
vg
f2
A
re
16%
tP
Bi
f1
e
re
ttl
0% 50% 100%
tP
Li
as
Le
32

33. Speed 1 2 3 4 5
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the rating of speed by different users,
and you can easily compare them with the help of the percentages
71%
Most Pref 5
f5
re
28% pref 4
tP
os
Avg Pref 3
4
M
ef
pr
13% Little Bit Pref 2
LeastPref 1
3
ef
Pr
4%
vg
f2
A
re
12%
tP
Bi
f1
e
re
ttl
0% 50% 100%
tP
Li
as
Le
33

34. Quality 1 2 3 4 5
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can see the difference between the rating of quality by different
users, and you can easily compare them with the help of the percentages
40%
Most Pref 5
f5
re
40% pref 4
tP
os
Avg Pref 3
4
M
ef
pr
8% Little Bit Pref 2
LeastPref 1
3
ef
Pr
8%
vg
f2
A
re
12%
tP
Bi
f1
e
re
ttl
0% 50% 100%
tP
Li
as
Le
34

35. If you get better service, at the same price would you switch
your current connection?
Response:
According to our survey the response of that question is shown in below chat.
You can easily compare the users who want to change their connection with those
who are not willing to change their connection.
a) YES
b) NO
42%
Yes
NO
62%
35

36. If yes then on which basis you want to switch your
connection?
a) price
b) connectivity
c) speed
d) other
Response:
According to our survey the response of that question is shown in below chat.
In this chat you can analyze the basis on which user want to change their connection,
and you can easily compare them with the help of the percentages
100%
80%
60% 60% Price
Conectivity
40% Speed
Other
20% 16%
7% 6%
0%
Price Conectivity Speed Other
36

37. CONCLUSION
After talking about the corporate structure of the company, and defining the
problem and its specific components, and conduction research, now it is the time
to conclude our report. In the report we see that 50 % customers of PTCL and they
used almost 65 % DSL service. Almost 70% customers use internet on daily bases
and they prefer more speed like 1 MB. According to our survey there are 65 %
peoples who have income level above 30,000. The switching behavior of the
customers is 62 %. And they want to change their internet connection on the basis
of high speed and better connectivity with quality services.
Wateen still behaves as a monopoly so it has to change its attitude. ν Wateen
needs to invest in infrastructure (more routers etc) to solve connectivity problems.
ν Needs to train its customer service representatives. ν At a minimum, avoiding
billing errors and providing competent and courteous service to its customers is
essential if Wateen wants to show that it is transforming itself to a competitive
company which cares for its customers
37

38. RECOMMENDATIONS
• They should provide connection with proper device which have no problem of
disconnectivity.
• They should continually remain in touch with customers.
• They should set the price keeping in view the income level of their customers.
• They should provide different packages for different users like for students on
discount rates.
• They should provide more speed as much possible because almost 50%
customers want to change their connection to get better speed.
• Wateen needs innovative service offerings — currently it doesn’t even offer
bundles or server which provides entertainment channels.
• As Wateen is using Warid towers so due to load of cellular services the the
signals of Wateen got weak. So they need to separate there towers so improve
there performance.
• The router provided by Wateen should be of good quality, or more than one
router should be given by them so the signal problem should be resolved.
• People are not satisfied with the call centers and the customer service. The
response from call centres should be positive and valid which results in
satisfied customers. For its success Wateen will have to do more than just
depend upon its wireless connectivity feature
38

39. BIBLIOGRAPHY
1. WRITER Aarker david Kumar’s case study Health Maintainnance
Organization (HMO) from the book ‘Marketing Research” data of the
year 1996………
2. Uma Sekaran’s case study Indian handicrafts from the book research
methods for business 4th edition(this edition is published in 2002)
published by John Wiley & sons, Inc. .this case study has a Data of
the year 1999……
3. Mr. Mubashar (Manager Wateen Telecom Franchise Gulshan block
Allama Iqbal Town Lahore)
ON THE WEB :
1. http://www.wateen.com (company profile & Introduction)
2. http://www. arabianbusiness.com/wateen
3. http://www.billingworld.com/worl/news/wateen
4. http://www.absoluteastronomy.com
39

40. Appendix
Questionnaire
NAME_________ Occupation_________
QUALIFICATION_________
AGE________ CELL#____________
Which internet service you use?
f) PTCL
g) Cyber net
h) LinkDotNet
i) World Call
j) Other
Which type of internet service you use?
e) Dial up
f) DSL
g) WiMax
h) No service
Which DSL speed you use?
f) 64 KBPS
g) 128 KBPS
h) 256 KBPS
i) 512 KBPS
j) Other
How often do you use Internet?
e) Daily
f) Weekly
g) Occasionally
h) Other
How many hours you use Internet?
Hours
b) Daily 1 2 3 4 5 other
c) If weekly 10 15 20 30 other
d) If occasionally _________________
40

41. What is your family income?
e) Less than 15000
f) 15000-20000
g) 20000-30000
h) 30000-above
What is your monthly average expenses on internet?
e) 500
f) 800
g) 1200
h) other
Why do you prefer your internet connection?
e) Due to speed
f) Due to connectivity
g) Due to price
h) Other
Using internet what are the things you looking for please rate them
1 --- 5?
b) Connectivity 1 2 3 4 5
c) Price 1 2 3 4 5
d) Speed 1 2 3 4 5
e) Quality 1 2 3 4 5
If you get better service, at the same price would you switch your
current connection?
c) YES
d) NO
If yes then on which basis you want to switch your connection?
e) price
f) connectivity
g) speed
h) other
THANKS FOR UR COOPERATION
41

42. 42