Establishing A Predictive Model On Internet Service Provider Preference Of Work-From-Home (WFH) Employees Based On Customer Satisfaction On The Leading Internet Service Providers.

According to the Department of Information and Communications Technology, the internet in the Philippines needs continuous improvement. The Statista research department labeled the Philippines as one of the worst internet speeds with high costs in the Asia Pacific. The COVID-19 pandemic forced businesses to implement a work-from-home (WFH) setup where high-performance broadband services are required. Therefore, findings of this study will be beneficial to them since the aim of the study is to assess the satisfaction of WFH employees with their current Internet Service Provider (ISP) through the five factors - speed, cost, accessibility, reliability, and customer service. Multinomial Logistic Regression was used to predict which ISP (ISP X, ISP Y, and ISP Z) is most likely used by WFH employees based on the satisfaction of the respondents. The results of the study showed that speed and cost are the only significant factors. A WFH employee who uses an ISP with higher speed and cost is most likely to be a ISP Y user. These results imply that there is a high demand for fast and affordable internet in the Philippines. The researchers recommend using a wider sample of internet users and ISPs, and utilizing different statistical tools for future studies. [ABSTRACT FROM AUTHOR]