A Framework for Improving Home Wi-Fi Experience: A Case Study of Unifi Subscribers

Consumers in Malaysia are increasingly connected to digital world to fulfill their lifestyle and workstyle. This study focuses on improvement of home Wi-Fi experience for Unifi subscribers in Johor. Three objectives outlined for this study include to investigate current customer experience while using home Wi-Fi services, to identify and implement the appropriate interventions and to evaluate the effectiveness of the interventions to customers' satisfaction level and improve the customer experience. In this study, we propose to utilize a cross-sectional case study design with both qualitative and quantitative methods. Two online surveys involving respondents among Unifi subscribers in Johor will be conducted to gather the subscribers' feedback before and after implementation of the interventions. The collected data will be analyzed to understand the satisfaction level during pre-implementation and post-implementation of the interventions. Complementing the data gathered from subscribers, this study will also involve interviews with industry experts within the service provider organization. Intervention stage will see the implementation of the strategies and will be carefully observed and monitored. This study will benefit the ISP in establishing better understanding on factors leading to low satisfaction level of home Wi-Fi services' subscribers and assist the ISP to identify suitable ways to improve customer experience. The outcome from the study can also be utilized by ISP as input parameters to be considered in future design and development of product and service that will help in offering better customer experience.