Report on Internet Service Provider in Indonesia 2014

Report on Internet Service Provider in

Indonesia

June 2014

Date : 10th July 2014

Table of content

A. Research Background

B. Research Design

C. Respondent Profile

D. Key Findings

E. Detail Findings

– Brand awareness

– Usage and Attitude

– Importance Level

– Brand image

– Future Intention

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A. Research background

The number of Indonesian Internet users is increasing between 20% and 30% to 80 million people at the end 2013.

With Indonesia current population numbering about 240 million people, it means that Internet penetration will grow

to 33.3%. This development means that both Internet services providers and the Indonesian Government should

provide supportive condition to accommodate increased internet usage.

The survey is conducted with focus on the following points:

■Internet Service Provider Awareness

Know the Brand Awareness of Indonesian people about Internet Service Provider

Know what Internet Service Provider they currently used

Know Brand Leader of Internet Service Provider in Indonesia

■Important factor that affect internet usage

Understand what is the important factor to choose Internet Service Provider

Understand the reason for using current Internet Service Provider

■Internet performance condition in Indonesia

Identify what is the speed, price, access method that Indonesian people preferred

3

B. Research design

Research Method Online research

Fieldwork Period May 2014

Research Area Indonesia - Nationwide

Respondent Criteria Male & Female aged 17 and above

Sample Size 588 samples

Number of Questions 4 Screening questions and 15 Main Questions

Survey Content ScreeningGender, Age, Monthly Household Expenditure, Gadget Used for Internet.

Main Study

Gadget used to access internet, Top of Mind Internet Service Provider, Unaided BrandInternet Service Provider Awareness, Total Awareness Brand Internet Service Provider, EverUsed Internet Service Provider Brand, Currently Used Internet Service Provider Brand, AccessMethod to Connect Internet Service Provider, Tools to Connect Internet Service Provider,Average Speed Usage of Internet Service Provider, Important Factor ( Price, Quality,Recommendation From Friends/Family, Promotion, Brand, Advertising, Reach, Package,Access, Customer Service), Payment Method to Pay Internet Service Provider, Average PriceSpend For Internet Service Provider, Reasons Using Brand (Cheap Price, Stable Connection,Good for Streaming, Good for Download, Suitable for Work, Fast, Access Everywhere, Easy toRegister, Extensive Reach, Recommended, Reliable for Every Condition), Satisfaction Level(Connection, Package Price, Service, Speed, Reach, Customer Service), Future Plan ToChange Internet Service Provider, Future Intention Internet Service Provider Brand, Aspect forImprovement.

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C. Respondent profile

■Gender

■Monthly household income

■Age

■Gadget Used for Internet

5

58.5%

41.5%

MaleFemale

2.2%

10.5%

29.1%

49.7%

8.5%

50 years old and over

40 - 49 years old

30 - 39 years old

20 - 29 years old

Under 20 years old

33.5%

50.3%

16.20%

MHI : C

MHI : B

MHI : A

73.0%

71.3%49.1%

26.5%

25.3%

25.2%

2.4% 1.4%

Laptop

Smartphone

Desktop PC

Tablet PC

Featured phone

Netbook

Ipod

Othersn Sample : 588

D. Key findings

■Internet Service Provider Awareness

Indonesian brand awareness toward Internet Service Provider is already high, only AHA and Firstmedia still low on score

The most preferred brand by Indonesian consumer is Speedy 19.4%, Smartfren 17.7% and Telkomsel 13.9%.

Indonesian Top of Mind brand awareness brand for Internet Service Provider were Telkomsel 23.0%, Speedy 19.7% and Smartfren10.0%.

■Important factor that affect internet usage

Price, Access, Reach, Price and Package need a close and good relationship because this dimension is considered important and have a high influence

From this analysis we can conclude that Tri, Axis and Flexi in the same dimension and respondent using the provider because of the Price is cheap.

Therefore, Telkomsel is preferred by respondent because of its Extensive Reach

■Internet performance condition in Indonesia

Indonesia internet speed preferred by respondent were around 512kbps to above 1mbps.Respondent prefer to buy voucher monthly with same price package, it means the loyalty of consumer towards service is high.

Mainly 42.9% respondent spending for internet is Rp.50.001 – Rp.100.000 per month.

There is some few aspect for improvement such as connection, price, speed and reach. Because more than 50% of respondent choose need improvement for these aspects

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E. Detail findings

1. Brand awareness

2. Usage and Attitude

3. Importance Level

4. Brand Image

5. Future Intention

7

Telkomsel Speedy Smartfren Indosat XL Axiata Tri Firstmedia Axis AHA Others

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 588 23.0 19.7 10.0 8.3 7.1 6.6 4.4 2.2 1.2 17.3BD 01: GenderMale 344 23.3 19.5 10.8 8.1 8.7 7.0 2.6 1.7 1.5 16.9Female 244 22.5 20.1 9.0 8.6 4.9 6.1 7.0 2.9 0.8 18.0BD 02: Age GroupUnder 19 years old 50 20.0 14.0 8.0 2.0 8.0 12.0 4.0 6.0 0.0 26.020 - 29 years old 292 22.6 18.8 11.0 12.0 6.2 4.8 3.4 2.4 1.0 17.830 - 39 years old 171 27.5 21.6 7.6 6.4 9.9 7.0 4.1 1.8 1.2 12.940 - 49 years old 62 16.1 22.6 14.5 3.2 4.8 8.1 9.7 0.0 1.6 19.450 years old and over 13 15.4 23.1 7.7 0.0 0.0 15.4 7.7 0.0 7.7 23.1BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 20.8 16.8 12.7 9.6 8.6 7.1 0.5 2.5 0.0 21.3Rp. 2.500.001 - Rp. 6.500.000 254 26.8 17.3 11.0 6.7 7.5 7.1 2.4 3.1 1.6 16.5Rp. 6.500.001 and above 137 19.0 28.5 4.4 9.5 4.4 5.1 13.9 0.0 2.2 13.1BD 04: Currently Used BrandTelkomsel 82 50.0 9.8 4.9 6.1 4.9 8.5 2.4 1.2 0.0 12.2XL Axiata 64 17.2 17.2 6.3 4.7 21.9 3.1 3.1 4.7 0.0 21.9Indosat 53 11.3 13.2 5.7 30.2 5.7 3.8 3.8 1.9 0.0 24.53 79 24.1 13.9 3.8 7.6 3.8 15.2 2.5 0.0 1.3 27.8Axis 27 25.9 14.8 11.1 0.0 7.4 0.0 7.4 14.8 3.7 14.8Smartfren 104 17.3 19.2 28.8 10.6 2.9 3.8 2.9 1.0 1.0 12.5Flexi 9 44.4 33.3 0.0 0.0 0.0 11.1 0.0 0.0 0.0 11.1Speedy 114 18.4 38.6 3.5 3.5 7.9 6.1 5.3 2.6 0.9 13.2Firstmedia 32 6.3 25.0 12.5 9.4 3.1 6.3 21.9 0.0 0.0 15.6BizNet 2 0.0 0.0 0.0 0.0 0.0 50.0 0.0 0.0 0.0 50.0IM2 4 0.0 0.0 25.0 0.0 25.0 0.0 0.0 0.0 0.0 50.0Telkomnet Instan 3 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Bolt 5 20.0 0.0 20.0 20.0 40.0 0.0 0.0 0.0 0.0 0.0AHA 9 22.2 0.0 11.1 0.0 0.0 11.1 0.0 0.0 33.3 22.2Others 1 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

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Top of Mind Internet Service ProviderQ. What are the Internet Service Provider that you know? [Free Answer] [First Answer]

8

23.019.7

10.0 8.3 7.1 6.6 4.4 2.2 1.2

17.3

Percentage of 10% higher than the Total

Indonesian Top of Mind brand awareness brand for Internet Service Provider were Telkomsel 23.0%, Speedy 19.7% and Smartfren10.0%.

Unaided Brand Internet Service Provider AwarenessQ. What are the Internet Service Provider that you know? [Free Answer] [Other Answer]

9

59.543.0 40.0 48.0 42.2

32.514.6 20.7

9.7

37.2




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Unaided awareness have a little difference with Top of Mind with Telkomsel 59.5%, Indosat 48.0% and Speedy 43.0% as their top three.

Firstmedia is favorite amongst higher household monthly expenditure.




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Total Awareness Internet Service Provider BrandQ. Among the list brands of internet provider, which one do you know (Including Unaided answer)? [Multiple Answer]

10


Mainly all the Internet Service Provider have a good score if aided with option to choose.

79.6 76.9 73.8 71.3 65.1 63.9

28.1

58.7

36.9

70.2

E. Detail findings

1. Brand awareness


3. Importance Level

4. Brand Image

5. Future Intention

11

Laptop Desktop PC Netbook Smartphone Tablet PC Ipod Featured phone Others

Per. Per. Per. Per. Per. Per. Per. Per.

Total 588 73.0 49.1 25.2 71.3 26.5 2.4 25.3 1.4BD 01: GenderMale 344 73.3 51.7 22.4 67.2 23.0 1.5 24.1 0.9Female 244 72.5 45.5 29.1 77.0 31.6 3.7 27.0 2.0BD 02: Age GroupUnder 19 years old 50 66.0 48.0 28.0 56.0 22.0 2.0 38.0 0.020 - 29 years old 292 74.7 49.0 27.7 74.7 23.3 3.1 31.8 2.130 - 39 years old 171 73.1 44.4 17.5 76.6 26.9 1.8 14.0 0.040 - 49 years old 62 66.1 61.3 30.6 58.1 45.2 1.6 16.1 1.650 years old and over 13 92.3 61.5 30.8 46.2 23.1 0.0 23.1 7.7BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 60.9 36.0 19.8 57.4 15.7 0.5 25.9 1.5Rp. 2.500.001 - Rp. 6.500.000 254 77.2 56.3 26.8 76.8 26.4 3.5 26.0 0.8Rp. 6.500.001 and above 137 82.5 54.7 29.9 81.0 42.3 2.9 23.4 2.2BD 04: Currently Used BrandTelkomsel 82 74.4 46.3 30.5 73.2 25.6 4.9 25.6 1.2XL Axiata 64 65.6 43.8 20.3 70.3 29.7 1.6 23.4 1.6Indosat 53 81.1 34.0 30.2 73.6 28.3 3.8 24.5 0.03 79 77.2 51.9 25.3 73.4 27.8 3.8 30.4 0.0Axis 27 74.1 44.4 29.6 59.3 22.2 0.0 18.5 0.0Smartfren 104 70.2 46.2 17.3 67.3 23.1 0.0 17.3 1.0Flexi 9 100.0 33.3 33.3 100.0 33.3 0.0 33.3 0.0Speedy 114 70.2 64.0 23.7 71.1 25.4 0.9 28.1 1.8Firstmedia 32 71.9 56.3 21.9 62.5 21.9 3.1 21.9 3.1BizNet 2 0.0 50.0 100.0 50.0 0.0 0.0 50.0 0.0IM2 4 75.0 25.0 50.0 50.0 50.0 0.0 50.0 25.0Telkomnet Instan 3 66.7 33.3 33.3 100.0 33.3 0.0 0.0 0.0Bolt 5 60.0 40.0 0.0 100.0 60.0 0.0 40.0 0.0AHA 9 88.9 44.4 55.6 100.0 33.3 22.2 55.6 11.1Others 1 100.0 100.0 100.0 100.0 100.0 0.0 100.0 0.0

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Gadget used to access internetQ. From list of media or gadget below, which are the most often you used for internet? [Single Answer]

12

73.0

49.1

25.2

71.3

26.5

2.4

25.3

1.4

User of Tablet PC were mainly from 40 – 49 years old age group with 45.2% and higher Household Monthly Expenditure Rp.6.500.001 and above with 42.3%.

Laptop and Smartphone is the main gadget used to access internet, 73.0% and 71.3% respectively.


Access Method to Connect Internet Service ProviderQ. How do you usually used to access internet? [Multiple Answer]

13

Dial Up Broadband ADSL Mobile Broadband Others Don't know

Per. Per. Per. Per. Per. Per.

Total 588 65.8 50.0 30.6 66.0 2.4 4.4BD 01: GenderMale 344 64.8 48.8 28.5 64.5 1.5 3.5Female 244 67.2 51.6 33.6 68.0 3.7 5.7BD 02: Age GroupUnder 19 years old 50 72.0 54.0 34.0 64.0 6.0 4.020 - 29 years old 292 67.1 48.3 30.5 67.8 2.7 3.830 - 39 years old 171 62.6 50.9 23.4 66.7 1.2 5.340 - 49 years old 62 67.7 56.5 40.3 58.1 1.6 6.550 years old and over 13 46.2 30.8 69.2 61.5 0.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 57.4 44.7 20.3 60.9 1.5 6.6Rp. 2.500.001 - Rp. 6.500.000 254 68.9 48.0 33.1 66.5 3.5 3.1Rp. 6.500.001 and above 137 72.3 61.3 40.9 72.3 1.5 3.6BD 04: Currently Used BrandTelkomsel 82 59.8 50.0 23.2 67.1 3.7 7.3XL Axiata 64 54.7 46.9 14.1 73.4 1.6 6.3Indosat 53 58.5 49.1 22.6 75.5 1.9 3.83 79 70.9 54.4 20.3 69.6 1.3 5.1Axis 27 59.3 44.4 25.9 81.5 3.7 7.4Smartfren 104 70.2 41.3 24.0 65.4 1.0 4.8Flexi 9 88.9 77.8 33.3 55.6 11.1 0.0Speedy 114 64.9 50.9 60.5 52.6 2.6 1.8Firstmedia 32 78.1 65.6 40.6 62.5 3.1 0.0BizNet 2 100.0 50.0 50.0 50.0 0.0 0.0IM2 4 75.0 50.0 25.0 75.0 0.0 0.0Telkomnet Instan 3 66.7 100.0 33.3 100.0 0.0 0.0Bolt 5 80.0 60.0 20.0 60.0 0.0 20.0AHA 9 88.9 33.3 22.2 66.7 0.0 0.0Others 1 100.0 100.0 100.0 0.0 100.0 0.0

Total

65.850.0

30.6

66.0

2.4 4.4


Broadband and ADSL is preferred amongst higher household income. Firstmedia user mainly used Dial-up and Broadband to connect to internet.

Ever Used Internet Service Provider BrandQ. Among the list brands of internet provider, which one do you ever used? [Multiple Answer]

14




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56.547.1 44.6 44.9 40.8 41.7

9.925.9

0.0

36.7

Basically under 19 years old group ever tried Xl Axiata as their Internet Service Provider.


Telkomsel XL Axiata Indosat 3 Axis Smartfren Flexi Speedy Firstmedia BizNet IM3 Telkomnet Instan Bolt Others AHA

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 588 13.9 10.9 9.0 13.4 4.6 17.7 1.5 19.4 5.4 0.3 0.7 0.5 0.9 0.2 1.5BD 01: GenderMale 344 15.1 11.0 8.4 13.1 3.2 19.5 1.5 20.1 4.9 0.6 0.0 0.9 0.6 0.0 1.2Female 244 12.3 10.7 9.8 13.9 6.6 15.2 1.6 18.4 6.1 0.0 1.6 0.0 1.2 0.4 2.0BD 02: Age GroupUnder 19 years old 50 28.0 10.0 4.0 8.0 4.0 24.0 0.0 16.0 4.0 0.0 0.0 0.0 0.0 0.0 2.020 - 29 years old 292 12.7 9.2 10.3 16.4 3.8 18.8 1.7 17.8 5.1 0.3 1.0 0.0 0.7 0.3 1.730 - 39 years old 171 14.6 15.2 8.8 11.7 6.4 15.8 1.8 17.5 4.1 0.0 0.0 1.8 1.2 0.0 1.240 - 49 years old 62 8.1 9.7 8.1 8.1 4.8 14.5 1.6 30.6 8.1 1.6 1.6 0.0 1.6 0.0 1.650 years old and over 13 7.7 0.0 7.7 15.4 0.0 7.7 0.0 38.5 23.1 0.0 0.0 0.0 0.0 0.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 15.2 9.6 9.1 16.8 4.6 22.8 0.0 16.2 3.0 0.5 0.5 0.0 0.5 0.0 1.0Rp. 2.500.001 - Rp. 6.500.000 254 13.4 9.4 9.1 13.4 5.5 16.1 2.4 20.5 5.1 0.4 1.2 0.8 1.2 0.0 1.6Rp. 6.500.001 and above 137 13.1 15.3 8.8 8.8 2.9 13.1 2.2 21.9 9.5 0.0 0.0 0.7 0.7 0.7 2.2BD 04: Currently Used BrandTelkomsel 82 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0XL Axiata 64 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Indosat 53 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.03 79 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Axis 27 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Smartfren 104 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Flexi 9 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Speedy 114 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Firstmedia 32 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0BizNet 2 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0IM2 4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0Telkomnet Instan 3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0Bolt 5 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0AHA 9 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0Others 1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0

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Currently Used Internet Service Provider BrandQ. Among the list brands of internet provider, which one do you currently used? [Single Answer]

15

13.9 10.9 9.013.4

4.6

17.7

1.5

19.4

5.40.3 0.7 0.5 0.9 0.2 1.5


The most preferred brand by Indonesian consumer is Speedy 19.4%, Smartfren 17.7% and Telkomsel 13.9%.

Tools to Connect Internet Service ProviderQ. What are the tools you used most frequently to connect with internet? [Single Answer]

16

Wireless / Wifi Modem Fixed Line Mobile / Tethering Fiber optic Others Don't know

Per. Per. Per. Per. Per. Per. Per.

Total 588 29.9 43.4 6.0 17.9 1.9 0.7 0.3BD 01: GenderMale 344 29.4 46.8 5.5 16.3 0.9 0.9 0.3Female 244 30.7 38.5 6.6 20.1 3.3 0.4 0.4BD 02: Age GroupUnder 19 years old 50 34.0 42.0 2.0 20.0 0.0 2.0 0.020 - 29 years old 292 29.1 45.5 6.2 16.1 2.4 0.7 0.030 - 39 years old 171 26.3 41.5 7.0 22.2 1.8 0.6 0.640 - 49 years old 62 35.5 41.9 4.8 14.5 1.6 0.0 1.650 years old and over 13 53.8 30.8 7.7 7.7 0.0 0.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 27.9 45.7 6.1 17.3 1.0 1.0 1.0Rp. 2.500.001 - Rp. 6.500.000 254 31.9 40.2 6.3 19.3 1.6 0.8 0.0Rp. 6.500.001 and above 137 29.2 46.0 5.1 16.1 3.6 0.0 0.0BD 04: Currently Used BrandTelkomsel 82 19.5 43.9 4.9 30.5 0.0 1.2 0.0XL Axiata 64 20.3 43.8 0.0 31.3 0.0 3.1 1.6Indosat 53 22.6 37.7 1.9 35.8 1.9 0.0 0.03 79 24.1 51.9 3.8 19.0 1.3 0.0 0.0Axis 27 18.5 37.0 3.7 37.0 3.7 0.0 0.0Smartfren 104 15.4 67.3 3.8 10.6 1.0 1.0 1.0Flexi 9 33.3 66.7 0.0 0.0 0.0 0.0 0.0Speedy 114 56.1 24.6 13.2 1.8 4.4 0.0 0.0Firstmedia 32 59.4 12.5 21.9 0.0 6.3 0.0 0.0BizNet 2 50.0 50.0 0.0 0.0 0.0 0.0 0.0IM2 4 75.0 0.0 0.0 25.0 0.0 0.0 0.0Telkomnet Instan 3 0.0 100.0 0.0 0.0 0.0 0.0 0.0Bolt 5 60.0 40.0 0.0 0.0 0.0 0.0 0.0AHA 9 11.1 66.7 0.0 22.2 0.0 0.0 0.0Others 1 100.0 0.0 0.0 0.0 0.0 0.0 0.0

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29.9

43.4

6.017.9

1.9 0.7 0.3

Telkomsel, XL Axiata and Indosat is the preferred provider for mobile phone user.


65 Kbps 128 Kbps 256 Kbps 512 Kbps 1 Mbps Above 1 Mbps Others Don't know

Per. Per. Per. Per. Per. Per. Per. Per.

Total 588 3.7 7.3 8.2 23.8 14.5 32.0 1.0 9.5BD 01: GenderMale 344 4.4 7.8 8.1 25.6 14.5 32.8 0.3 6.4Female 244 2.9 6.6 8.2 21.3 14.3 30.7 2.0 13.9BD 02: Age Group 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Under 19 years old 50 2.0 10.0 16.0 18.0 16.0 30.0 4.0 4.020 - 29 years old 292 3.4 6.5 6.5 24.7 15.1 32.5 1.4 9.930 - 39 years old 171 3.5 8.8 9.4 21.1 13.5 33.3 0.0 10.540 - 49 years old 62 4.8 4.8 6.5 32.3 12.9 29.0 0.0 9.750 years old and over 13 15.4 7.7 7.7 23.1 15.4 23.1 0.0 7.7BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 4.1 8.6 12.2 23.4 13.2 29.4 1.0 8.1Rp. 2.500.001 - Rp. 6.500.000 254 3.5 6.3 5.5 23.2 13.8 33.9 1.6 12.2Rp. 6.500.001 and above 137 3.6 7.3 7.3 25.5 17.5 32.1 0.0 6.6BD 04: Currently Used BrandTelkomsel 82 4.9 6.1 6.1 22.0 13.4 32.9 0.0 14.6XL Axiata 64 4.7 3.1 6.3 15.6 20.3 35.9 1.6 12.5Indosat 53 11.3 11.3 5.7 18.9 18.9 26.4 1.9 5.73 79 5.1 5.1 8.9 25.3 10.1 35.4 1.3 8.9Axis 27 3.7 7.4 14.8 7.4 14.8 33.3 3.7 14.8Smartfren 104 1.9 11.5 9.6 27.9 12.5 26.9 1.0 8.7Flexi 9 0.0 33.3 0.0 22.2 0.0 11.1 11.1 22.2Speedy 114 0.9 7.0 10.5 33.3 17.5 26.3 0.0 4.4Firstmedia 32 3.1 0.0 3.1 18.8 12.5 53.1 0.0 9.4BizNet 2 0.0 0.0 0.0 50.0 0.0 50.0 0.0 0.0IM2 4 0.0 0.0 0.0 0.0 0.0 75.0 0.0 25.0Telkomnet Instan 3 0.0 0.0 33.3 33.3 0.0 33.3 0.0 0.0Bolt 5 0.0 0.0 0.0 20.0 0.0 60.0 0.0 20.0AHA 9 0.0 11.1 11.1 22.2 22.2 22.2 0.0 11.1Others 1 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0

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Average Speed Usage of Internet Service ProviderQ. What is the speed of the most frequent Internet Brand you used today? [Single Answer]

17

3.77.3 8.2

23.8

14.5

32.0

1.0

9.5


Indonesia internet speed preferred by respondent were around 512kbps to above 1mbps. Most of the respondent with internet speed above 1 Mbps mainly used Firstmedia as their internet service provider.

Payment Method to Pay Internet Service ProviderQ. What method do you used most often to pay Internet Service Provider you use today? [Single Answer]

18

Buy voucher

monthly w ith

same price

package

Buy voucher

monthly

according to

usage

Buy voucher w ith

specif ic range of

time

(w eekly/daily)

Buy voucher w ith

specif ic time

range (10hours

package, 25hours

package, etc.)

Buy voucher w ith

quota limit (File

size- Gigabyte,

Megabyte)

Others


Total 588 62.6 5.8 10.5 3.1 17.2 0.9BD 01: GenderMale 344 61.0 6.1 12.2 2.9 16.6 1.2Female 244 64.8 5.3 8.2 3.3 18.0 0.4BD 02: Age GroupUnder 19 years old 50 42.0 8.0 20.0 0.0 28.0 2.020 - 29 years old 292 59.6 7.9 11.3 3.4 16.8 1.030 - 39 years old 171 67.8 3.5 8.2 3.5 16.4 0.640 - 49 years old 62 72.6 1.6 8.1 1.6 16.1 0.050 years old and over 13 92.3 0.0 0.0 7.7 0.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 56.9 4.6 9.1 4.6 22.3 2.5Rp. 2.500.001 - Rp. 6.500.000 254 62.6 7.1 12.6 1.6 16.1 0.0Rp. 6.500.001 and above 137 70.8 5.1 8.8 3.6 11.7 0.0BD 04: Currently Used BrandTelkomsel 82 46.3 6.1 14.6 6.1 24.4 2.4XL Axiata 64 57.8 3.1 17.2 0.0 20.3 1.6Indosat 53 73.6 0.0 3.8 1.9 20.8 0.03 79 34.2 7.6 13.9 7.6 35.4 1.3Axis 27 66.7 0.0 7.4 7.4 18.5 0.0Smartfren 104 67.3 5.8 10.6 1.0 14.4 1.0Flexi 9 33.3 0.0 44.4 11.1 11.1 0.0Speedy 114 83.3 7.9 4.4 1.8 2.6 0.0Firstmedia 32 84.4 12.5 0.0 0.0 3.1 0.0BizNet 2 100.0 0.0 0.0 0.0 0.0 0.0IM2 4 50.0 25.0 25.0 0.0 0.0 0.0Telkomnet Instan 3 33.3 0.0 33.3 0.0 33.3 0.0Bolt 5 40.0 0.0 40.0 0.0 20.0 0.0AHA 9 66.7 11.1 0.0 0.0 22.2 0.0Others 1 100.0 0.0 0.0 0.0 0.0 0.0

62.6

5.8 10.53.1

17.2

0.9


Respondent prefer to buy voucher monthly with same price package, it means the loyalty of consumer towards service is high. 28.0% Younger generation prefer to buy voucher with quota to adjust with their usage.

Average Price Spend For Internet Service ProviderQ. How much in average do you spend monthly for using internet? [Single Answer]

19

Under Rp. 50,000Rp. 50,001 - Rp

100,000

Rp. 100,001 - Rp.

200,000

Rp. 200,001 - Rp.

300,000

Rp. 300,001 - Rp.

400,000

Rp. 400,001 - Rp.

500,000

Rp. 500,001 - Rp.

600,000

Rp. 600,001 - Rp.

600,000

Rp. 700,001 - Rp.

800,000

Rp. 800,001 - Rp.

900,000

Rp. 900,001 - Rp.

1,000,000

Above Rp.

1,000,000

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 588 16.0 42.9 19.2 11.6 4.6 1.7 1.0 0.2 0.3 0.9 0.5 1.2BD 01: GenderMale 344 16.6 44.5 18.3 11.0 4.4 1.5 0.9 0.0 0.6 0.6 0.3 1.5Female 244 15.2 40.6 20.5 12.3 4.9 2.0 1.2 0.4 0.0 1.2 0.8 0.8BD 02: Age GroupUnder 19 years old 50 28.0 46.0 12.0 8.0 0.0 2.0 2.0 0.0 0.0 0.0 0.0 2.020 - 29 years old 292 16.4 44.2 18.2 11.0 5.8 0.0 1.0 0.0 0.7 0.3 1.0 1.430 - 39 years old 171 14.0 43.9 22.2 9.4 2.9 3.5 1.2 0.0 0.0 1.8 0.0 1.240 - 49 years old 62 12.9 33.9 22.6 19.4 6.5 1.6 0.0 1.6 0.0 1.6 0.0 0.050 years old and over 13 0.0 30.8 15.4 30.8 7.7 15.4 0.0 0.0 0.0 0.0 0.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 22.3 51.8 12.2 6.1 3.0 1.0 0.5 0.0 0.0 0.0 1.0 2.0Rp. 2.500.001 - Rp. 6.500.000 254 14.6 38.6 23.6 10.2 6.7 1.2 0.8 0.4 0.8 1.6 0.4 1.2Rp. 6.500.001 and above 137 9.5 38.0 21.2 21.9 2.9 3.6 2.2 0.0 0.0 0.7 0.0 0.0BD 04: Currently Used BrandTelkomsel 82 14.6 48.8 25.6 4.9 3.7 0.0 0.0 0.0 0.0 1.2 0.0 1.2XL Axiata 64 37.5 42.2 12.5 3.1 1.6 1.6 1.6 0.0 0.0 0.0 0.0 0.0Indosat 53 24.5 50.9 18.9 1.9 0.0 0.0 0.0 0.0 0.0 0.0 1.9 1.93 79 26.6 54.4 11.4 7.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Axis 27 22.2 59.3 14.8 3.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Smartfren 104 10.6 68.3 13.5 5.8 0.0 1.0 0.0 0.0 0.0 0.0 0.0 1.0Flexi 9 33.3 33.3 33.3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Speedy 114 2.6 11.4 26.3 32.5 14.0 1.8 2.6 0.0 1.8 2.6 1.8 2.6Firstmedia 32 0.0 9.4 18.8 25.0 18.8 15.6 6.3 0.0 0.0 3.1 0.0 3.1BizNet 2 0.0 50.0 0.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0IM2 4 25.0 0.0 25.0 25.0 0.0 0.0 0.0 25.0 0.0 0.0 0.0 0.0Telkomnet Instan 3 0.0 33.3 66.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Bolt 5 0.0 40.0 40.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 0.0 0.0AHA 9 0.0 55.6 33.3 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Others 1 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

16.0

42.9

19.211.6

4.6 1.7 1.0 0.2 0.3 0.9 0.5 1.2


Mainly 42.9% respondent spending for internet is Rp.50.001 – Rp.100.000 per month. Younger generation 28.0% spending to used internet were only Under Rp.50.000, otherwise higher household monthly expenditure

spend more than any other group with 21.9% spend Rp.200.001 – Rp. 300.000.

E. Detail findings

1. Brand awareness


3. Importance Level

4. Brand Image

5. Future Intention

20

Total

Very not

important

Somew hat not

importantNeutral

Somew hat

importantVery important

Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – PriceQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

21


Price is one of the important factor because 83.7% of the respondent agree that price is important and only 4.6% respondent who choose that price were not important.

3.41.2 11.7 29.6 54.1

Very not importantSomewhat not importantNeutralSomewhat importantVery important

Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – QualityQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

22


Quality is same with Price, 94.2% of the respondent agree that quality is important and only 3.9% of respondent who choose that price were not important.

3.60.31.9 20.7 73.5


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – Recommendation from FamilyQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

23


Recommendation from family considered neutral for respondent although 42.3% said it was important but 41.3% of respondent said neutral.

4.1 12.4 41.2 31.8 10.5


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – PromotionQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

24


Promotion is slightly important factor for choosing internet service provider with 51.4%.

3.7 11.9 33.0 33.0 18.4


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – BrandQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

25


Opinion about brand name is varied between older generation and younger generation, with 30.6% older generation said it is important but 42.0% younger generation said it is not important.

However, the opinion about brand is mainly neutral 51.0%.

5.3 25.9 51.0 13.3 4.6


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – AdvertisingQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

26


Important factor for advertising consider neutral 41.5%, however younger generation consider it is not important.

7.0 18.7 41.5 23.3 9.5


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – ReachQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

27


Respondent choose that reach is very important factor for internet service provider with 91.2% agree that it is an important factor.

3.9 4.8 19.7 71.4


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – PackageQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

28


Internet package is important, interesting package could drive consumer to used its product. Based on survey respondent agree 85.4% it is important.

3.9 9.5 34.4 51.0


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – AccessQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

29


Access everywhere is another important factor with 93.0% respondent choose important.

3.72.6 23.0 70.1


Total

Very not

important

Somew hat not

importantNeutral

Somew hat


Very not

important +

Somew hat not

important

(Code 1 ~ 2)

Somew hat

important + Very

important

(Code 4 ~ 5)



Important Factor – Customer ServiceQ. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

30


Amongst Firstmedia user customer service is very important because 90% of them said its important.

3.23.7 25.2 37.4 30.4


Purchase Motives on Important Level

31

PROTECT

This group will require special initiative to

protect their interests

LOW PRIORITY

May have some involvement, but

relatively in lower priority

GOOD RELATION

A close and good working relationship must be established with this

group

MONITOR

This group may be source of risks, and will require careful monitoring and

management

INFLUENCE

IMP

OR

TAN

TH

igh

Low

Low HighINFLUENCE

IMP

OR

TAN

TH

igh

Low

Low High

Q. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

PROTECT

LOW PRIORITY

GOOD RELATION

MONITOR

1

2

3

4

5

6

7

8

9

10

Purchase Motives on Important Level

32

INFLUENCE

IMP

OR

TAN

TH

igh

Low

Low High

Weight : 0.500

Mean Score of Industry : 72.33

Attributes:1. Price2. Quality3. Recommendation from family/friend4. Promotion5. Brand6. Advertising7. Reach8. Package9. Access10. Customer Service

From the analysis, Price, Access, Reach, Price and Package need a close and good relationship because this dimension is considered important and have a high influence

Q. How important are the following factor when you choose your internet provider? [Matrix Single Answer]

E. Detail findings

1. Brand awareness


3. Importance Level

4. Brand strength and weakness

5. Future Intention

33

Reasons Using Brand – Cheap PriceQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

34




7.513.3

7.7

21.9

7.1

18.2

1.9

11.63.4

0.0 1.0 0.7 0.9 0.24.8


3 is the leader brand when talking about cheap price which account 21.9%.

Reasons Using Brand – Stable ConnectionQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

35




22.8

9.2 6.1 7.12.2

10.2

0.5

21.6

5.30.3 0.9 1.2 0.7 0.2

11.7


Telkomsel and Speedy have a incremental difference when talking about stable connection, but they both have highest vote with 22.8% and 21.6% respectively.

Reasons Using Brand – Good for StreamingQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

36




15.310.7

6.3 9.22.2

11.7

0.5

23.5

6.30.7 0.7 0.5 0.5 0.2

11.7


Speedy occur to be the internet provider that good to use for streaming with collectively get 23.5%.

Reasons Using Brand – Good for DownloadQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

37




12.6 10.9 8.011.9

3.2

13.4

0.7

24.7

6.60.3 0.9 0.9 0.7 0.2

5.1


Same like good for streaming, Speedy also better than other competitor in good for download function with 24.7%. 34.0% younger generation choose speedy as a provider that good to use for downloading.

Reasons Using Brand – Suitable to WorkQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

38




15.39.4 6.5 10.0

2.7

14.3

0.7

24.0

5.60.3 0.9 0.9 0.9

8.5


Speedy is suitable to used for work 24.0% with Telkomsel and 3 sitting in second and third place with 15.3% and 10.0%.

Reasons Using Brand – FastQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

39




16.510.9

6.6 9.52.9

12.1

0.5

24.1

7.00.3 1.0 0.7 0.9 0.2

6.8


Speedy again the most preferred brand when it comes to fast browsing, with 24.1% respondent agree.

Reasons Using Brand – Access EverywhereQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

40



Total 588 34.9 11.7 11.2 7.3 2.2 10.7 0.3 8.7 1.4 0.0 1.4 1.7 0.9 0.0 7.7BD 01: GenderMale 344 13.7 9.9 6.4 2.0 12.5 0.6 7.6 1.2 0.0 0.6 2.6 0.9 0.0 7.6 0.0Female 244 9.0 13.1 8.6 2.5 8.2 0.0 10.2 1.6 0.0 2.5 0.4 0.8 0.0 7.8 0.0BD 02: Age Group 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Under 19 years old 50 16.0 8.0 4.0 2.0 6.0 0.0 10.0 2.0 0.0 2.0 0.0 0.0 0.0 14.0 0.020 - 29 years old 292 9.6 12.7 10.6 1.7 11.6 0.0 7.5 1.7 0.0 1.7 0.7 1.0 0.0 7.2 0.030 - 39 years old 171 15.2 7.6 5.3 3.5 11.1 0.6 7.0 1.2 0.0 0.0 4.7 0.6 0.0 7.0 0.040 - 49 years old 62 11.3 17.7 1.6 1.6 11.3 1.6 14.5 0.0 0.0 3.2 0.0 1.6 0.0 6.5 0.050 years old and over 13 0.0 7.7 0.0 0.0 0.0 0.0 23.1 0.0 0.0 0.0 0.0 0.0 0.0 7.7 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 9.1 10.2 9.1 2.0 14.7 0.0 7.6 1.5 0.0 1.5 2.0 0.5 0.0 11.2 0.0Rp. 2.500.001 - Rp. 6.500.000 254 11.4 11.0 7.9 2.8 9.8 0.4 9.4 0.4 0.0 1.6 2.0 1.2 0.0 6.3 0.0Rp. 6.500.001 and above 137 16.1 13.1 3.6 1.5 6.6 0.7 8.8 2.9 0.0 0.7 0.7 0.7 0.0 5.1 0.0BD 04: Currently Used BrandTelkomsel 82 2.4 1.2 2.4 0.0 1.2 0.0 1.2 1.2 0.0 0.0 0.0 0.0 0.0 4.9 0.0XL Axiata 64 60.9 4.7 0.0 1.6 0.0 0.0 0.0 0.0 0.0 0.0 1.6 0.0 0.0 4.7 0.0Indosat 53 0.0 75.5 1.9 1.9 1.9 0.0 1.9 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.03 79 5.1 3.8 40.5 0.0 1.3 0.0 5.1 0.0 0.0 1.3 0.0 1.3 0.0 10.1 0.0Axis 27 3.7 11.1 0.0 37.0 3.7 0.0 7.4 0.0 0.0 3.7 0.0 0.0 0.0 7.4 0.0Smartfren 104 9.6 3.8 1.9 0.0 45.2 0.0 3.8 0.0 0.0 1.0 3.8 0.0 0.0 8.7 0.0Flexi 9 11.1 0.0 0.0 0.0 11.1 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Speedy 114 9.6 6.1 3.5 0.9 5.3 0.9 29.8 0.0 0.0 1.8 1.8 0.0 0.0 9.6 0.0Firstmedia 32 3.1 9.4 6.3 0.0 15.6 0.0 9.4 21.9 0.0 0.0 0.0 3.1 0.0 9.4 0.0BizNet 2 0.0 50.0 0.0 0.0 0.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0IM2 4 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 75.0 0.0 0.0 0.0 25.0 0.0Telkomnet Instan 3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0 0.0 0.0 0.0 0.0Bolt 5 0.0 0.0 0.0 0.0 0.0 0.0 20.0 0.0 0.0 0.0 0.0 60.0 0.0 0.0 0.0AHA 9 0.0 11.1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 44.4 0.0Others 1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

34.9

11.7 11.27.3

2.2

10.7

0.3

8.71.4 0.0 1.4 1.7 0.9

7.7


Telkomsel leading in terms of Access everywhere, telkomsel reach 34.9% preference from respondent.

Reasons Using Brand – Easy to RegisterQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

41




16.713.1

10.713.4

5.1

17.2

1.2

12.2

3.70.0 0.5 0.7 0.5

4.9


On easy to register function, there is two group brand have an equal opinion from respondent which is “Telkomsel, XL Axiata, Indosat, 3, Smartfren and Speedy” have a good score, otherwise “Axis, Flexi, Firstmedia, Biznet, M2, Telkomnet Instan, Bolt, AHA and Other” receive a low score.

Reasons Using Brand – Extensive ReachQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

42




38.4

9.9 9.24.3 1.5

8.50.5

16.7

2.4 0.2 1.0 1.2 0.36.0


Same like access everywhere, Telkomsel also leading in terms of extensive reach with 38.4% preference from respondent.

Reasons Using Brand – RecommendedQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

43




18.0

11.4

5.4

12.4

2.9

14.3

0.7

18.9

4.80.2 0.5 0.3 1.0 0.2

9.0


Respondent will recommend all brand that they were using, so the score is average for this function.

Reasons Using Brand – Reliable in Every ConditionQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

44




23.1

8.7 6.6 5.11.7

9.7

0.2

19.6

4.80.2 0.9 1.2 0.9 0.2

17.3


Telkomsel is the most reliable brand to used with 23.1% respondent agree, also Speedy and AHA is following with 19.6% and 17.3% respectively.

Brand Image for Each Internet Service ProviderQ. From the following brand, which brand you think suits to this condition? [Matrix Single Answer]

45

1

2

3

456

7

89

10

11

Telkomsel

XL Axiata

Indosat

3/ Tri

Axis

Smartfren

Flexi

Speedy

Firstmedia

BizNet

IM2Telkomnet Instan

Bolt

AHA

Reason:1. Cheap Price

2. Stable Connection

3. Good for Streaming

4. Good for Download

5. Suitable to Work

6. Fast

7. Access Everywhere

8. Easy to Register

9. Extensive Reach

10. Recommended11. Reliable in Every Condition

From this analysis we can conclude that Tri, Axis and Flexi in the same dimension and respondent using the provider because of the Price is cheap.

Therefore, Telkomsel is preferred by respondent because of its Extensive Reach

Total Very not satisfied

Somew hat not

satisfiedNeutral

Somew hat

satisfiedVery satisfied

Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – ConnectionQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

46


Current respondent is satisfied with connection of the brand they were using with 55.6%, neutral 26.0% and around 18.4% respondent still not satisfied.

Speedy user think that they were very satisfied with connection service that Speedy offer to them.

3.7 14.6 26.0 43.2 12.4

Very importantSomewhat importantNeutralSomewhat not importantVery not important


Somew hat not

satisfiedNeutral

Somew hat


Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – Package PriceQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

47

24.7% of 40 – 49 years old group choose neutral in terms of package price, but overall respondent is satisfied with package price.


2.0 7.8 24.7 49.8 15.6



Somew hat not

satisfiedNeutral

Somew hat


Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – ServiceQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

48

Current respondent is satisfied with connection of the brand they were using with 55.6%, neutral 26.0% and around 18.4% respondent still not satisfied.

Firstmedia user somewhat satisfied with the current service they offered.


1.95.4 38.1 46.4 8.2



Somew hat not

satisfiedNeutral

Somew hat


Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – SpeedQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

49

32.0% Younger generation is very satisfied with the speed of the current internet service provider.


2.9 10.0 19.0 49.8 18.2



Somew hat not

satisfiedNeutral

Somew hat


Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – ReachQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

50

Satisfaction level for reach is already satisfied its user by 68.9%, interesting fact is Speedy and Firstmedia user have a very good score with 82.5% and 81.3% respectively.


2.0 9.5 19.6 55.1 13.8



Somew hat not

satisfiedNeutral

Somew hat


Very not satisfied

+ Somew hat not

satisfied

(Code 1 ~ 2)

Somew hat

satisfied + Very

satisfied

(Code 4 ~ 5)



Satisfaction Level – Customer ServiceQ. Please indicate your overall satisfaction level towards internet service provider that you used most often? [Matrix Single Answer]

51

Satisfaction level towards customer service is neutral 45.9%, or respondent did not say they not satisfied 7.5% but they rather satisfied 46.6%.


1.75.8 45.9 37.9 8.7


E. Detail findings

1. Brand awareness


3. Importance Level

4. Brand strength and weakness

5. Future Intention

52

Planning to

change my

internet service

provider

I feel comfortable

w ith my internet

service provider

right now

I don’t trust other

internet service

provider

Still unsure

Per. Per. Per. Per.

Total 588 12.1 72.8 8.8 6.3BD 01: GenderMale 344 11.3 75.0 7.6 6.1Female 244 13.1 69.7 10.7 6.6BD 02: Age GroupUnder 19 years old 50 8.0 66.0 12.0 14.020 - 29 years old 292 10.3 76.4 8.6 4.830 - 39 years old 171 12.3 70.8 10.5 6.440 - 49 years old 62 19.4 69.4 3.2 8.150 years old and over 13 30.8 61.5 7.7 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 9.1 76.1 7.6 7.1Rp. 2.500.001 - Rp. 6.500.000 254 12.6 72.0 9.4 5.9Rp. 6.500.001 and above 137 15.3 69.3 9.5 5.8BD 04: Currently Used BrandTelkomsel 82 7.3 72.0 11.0 9.8XL Axiata 64 7.8 79.7 10.9 1.6Indosat 53 13.2 73.6 7.5 5.73 79 10.1 75.9 10.1 3.8Axis 27 3.7 63.0 18.5 14.8Smartfren 104 21.2 68.3 3.8 6.7Flexi 9 33.3 55.6 0.0 11.1Speedy 114 8.8 74.6 11.4 5.3Firstmedia 32 9.4 84.4 3.1 3.1BizNet 2 0.0 50.0 0.0 50.0IM2 4 25.0 75.0 0.0 0.0Telkomnet Instan 3 33.3 66.7 0.0 0.0Bolt 5 40.0 60.0 0.0 0.0AHA 9 22.2 55.6 11.1 11.1Others 1 0.0 0.0 0.0 100.0

Future Plan To Change Internet Service ProviderQ. Do you planning to change your current internet service provider? [Single Answer]

53


72.8% of Internet service provider user is comfortable and doesn’t have any intention to switch to other internet service provider, mostly Firstmedia user is comfortable with its internet service provider.

12.1% planning to change internet service provider.

12.1

72.8

8.8 6.3

Future Intention Internet Service Provider BrandQ. What brand will you consider to used in the future? [Single Answer]

54


From 13.4% respondent who planning to change internet service provider, they prefer to switch to Bolt 18.3%. Eventhough 12.7% want to switch into Fastnet and another 14.1% also want to switch into Speedy.

11.3 11.38.5

5.62.8

7.0

1.4

14.1 12.7

4.20.0

2.8

18.3

Telkomsel XL Axiata Indosat 3 Axis Smartfren Flexi SpeedyFastNet /

FirstmediaMax3 / BizNet IM2 Telkomnet Instan Bolt

Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per. Per.

Total 79 11.3 11.3 8.5 5.6 2.8 7.0 1.4 14.1 12.7 4.2 0.0 2.8 18.3BD 01: GenderMale 43 15.4 12.8 5.1 7.7 2.6 10.3 2.6 2.6 15.4 2.6 0.0 0.0 23.1Female 36 6.3 9.4 12.5 3.1 3.1 3.1 0.0 28.1 9.4 6.3 0.0 6.3 12.5BD 02: Age GroupUnder 19 years old 4 0.0 50.0 0.0 0.0 0.0 0.0 0.0 25.0 0.0 0.0 0.0 0.0 25.020 - 29 years old 34 6.7 10.0 10.0 6.7 0.0 10.0 3.3 10.0 16.7 3.3 0.0 3.3 20.030 - 39 years old 23 9.5 4.8 14.3 4.8 4.8 4.8 0.0 23.8 9.5 0.0 0.0 0.0 23.840 - 49 years old 14 16.7 8.3 0.0 8.3 8.3 8.3 0.0 8.3 16.7 16.7 0.0 0.0 8.350 years old and over 4 50.0 25.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 25.0 0.0BD 03: Household monthly expenditureUnder Rp. 2.500.000 23 11.1 11.1 5.6 16.7 0.0 0.0 5.6 11.1 16.7 0.0 0.0 5.6 16.7Rp. 2.500.001 - Rp. 6.500.000 33 12.5 6.3 9.4 0.0 3.1 15.6 0.0 15.6 6.3 6.3 0.0 0.0 25.0Rp. 6.500.001 and above 23 9.5 19.0 9.5 4.8 4.8 0.0 0.0 14.3 19.0 4.8 0.0 4.8 9.5BD 04: Currently Used BrandTelkomsel 9 0.0 16.7 33.3 16.7 0.0 0.0 0.0 0.0 16.7 0.0 0.0 16.7 0.0XL Axiata 5 0.0 0.0 20.0 40.0 20.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 20.0Indosat 9 28.6 0.0 0.0 0.0 0.0 28.6 0.0 14.3 0.0 14.3 0.0 0.0 14.33 8 12.5 12.5 12.5 0.0 12.5 0.0 12.5 12.5 12.5 0.0 0.0 0.0 12.5Axis 1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0Smartfren 23 9.1 18.2 0.0 4.5 0.0 0.0 0.0 22.7 13.6 9.1 0.0 4.5 18.2Flexi 3 0.0 33.3 0.0 0.0 0.0 66.7 0.0 0.0 0.0 0.0 0.0 0.0 0.0Speedy 11 10.0 10.0 0.0 0.0 0.0 10.0 0.0 0.0 40.0 0.0 0.0 0.0 30.0Firstmedia 3 0.0 0.0 0.0 0.0 0.0 0.0 0.0 66.7 0.0 0.0 0.0 0.0 33.3IM2 1 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 100.0Telkomnet Instan 1 0.0 0.0 100.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0Bolt 2 50.0 0.0 0.0 0.0 0.0 0.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0AHA 3 50.0 0.0 50.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0

Connection Price Service Speed Reach Customer Service


Total 588 53.1 52.0 18.2 56.5 54.3 14.8BD 01: GenderMale 344 53.5 53.2 19.2 61.6 55.5 14.5Female 244 52.5 50.4 16.8 49.2 52.5 15.2BD 02: Age GroupUnder 19 years old 50 62.0 54.0 14.0 60.0 60.0 8.020 - 29 years old 292 52.4 50.7 18.8 56.2 53.8 15.430 - 39 years old 171 48.0 53.2 17.5 55.0 53.2 12.340 - 49 years old 62 61.3 51.6 22.6 62.9 59.7 24.250 years old and over 13 61.5 61.5 7.7 38.5 30.8 15.4BD 03: Household monthly expenditureUnder Rp. 2.500.000 197 54.8 46.2 17.3 53.8 52.3 13.7Rp. 2.500.001 - Rp. 6.500.000 254 50.0 56.7 17.3 60.2 55.5 13.4Rp. 6.500.001 and above 137 56.2 51.8 21.2 53.3 54.7 19.0BD 04: Currently Used BrandTelkomsel 82 51.2 59.8 8.5 54.9 47.6 9.8XL Axiata 64 43.8 56.3 15.6 42.2 54.7 14.1Indosat 53 64.2 62.3 17.0 66.0 67.9 18.93 79 55.7 44.3 17.7 58.2 68.4 16.5Axis 27 59.3 40.7 18.5 55.6 77.8 11.1Smartfren 104 51.9 47.1 14.4 64.4 57.7 11.5Flexi 9 77.8 33.3 0.0 77.8 77.8 11.1Speedy 49.1 51.8 31.6 56.1 35.1 19.3Firstmedia 114 46.9 50.0 21.9 31.3 40.6 21.9BizNet 32 50.0 50.0 0.0 100.0 0.0 0.0IM2 75.0 50.0 0.0 50.0 100.0 0.0Telkomnet Instan 2 66.7 66.7 0.0 66.7 66.7 0.0Bolt 4 60.0 40.0 20.0 60.0 80.0 0.0AHA 3 66.7 77.8 22.2 66.7 33.3 11.1Others 5 100.0 100.0 100.0 100.0 100.0 100.0

Aspect for ImprovementQ. What aspect do you think, your current internet provider need to improve? [Multiple Answer]

55

53.1 52.0

18.2

56.5 54.3

14.8


There is some few aspect for improvement, only service and customer service does not need to improve. In terms of connection 64.2% Indosat user want to have an improvement, also Indosat and 3 user want to have an improvement on

Reach aspect with 67.9% and 68.4%.

W&S Joint Stock Company is a 100% Japanese investment. Our main professions are ‘Online market research’, ‘Web creative’and ‘Web marketing’. Online research is conducted based on Nusaresearch – our actively managed over 110,000 memberspanel with various segmentations across Indonesia.

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Report on Internet Service Provider in Indonesia 2014

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Transcript of Report on Internet Service Provider in Indonesia 2014