Research on Broadband Satisfaction and Loyalty

Study Title: Increasing Promoters in the Residential Broadband Service Industry: Relationship between Customer Satisfaction and Loyalty Using Ordinal Logistic RegressionResearcher's Name: Franklin LarteyEmail and Phone: [email protected]– (872) 221-0719Research Supervisor:Dr. Kathleen HargissEmail Address: [email protected] are invited to be part of a research study. The researcher is a doctoral learner at Capella University in the School of Business and Technology (SoBT). The information in this form is provided to help you decide if you want to participate. The form describes what you will do during the study and the risks and benefits of the study.If you have any questions or do not understand something in this form, you should ask the researcher. Do not participate in the study unless the researcher has answered your questions and you decide that you want to be part of this study.WHAT IS THIS STUDY ABOUT?The researcher wants to find out what people think about the services they receive from broadband service providers. These services include Internet, telephone lines, and television programs.The researcher also wants to find out if people are willing to recommend their broadband providers to their friends and family members.HOW MANY PEOPLEWILL BE IN THIS STUDY?About 250 participants will be in this study.WHY AM I BEING ASKED TO BE IN THE STUDY?You are invited to be in the study because you are:- Living in the Midwestern region of the United States, which encompasses the states of North Dakota, South Dakota, Nebraska, Kansas, Missouri, Iowa, Minnesota, Indiana, Illinois, Michigan, Ohio, and Wisconsin as defined by the US Census Bureau.- You are a current customer of broadband services from providers such as AT&T, Charter, Comcast, Cox, Direct TV, Time Warner, Verizon, or any other provider.- You are18 years of age or older.If you do not meet the description above, you are not able to be in the study.WHO IS PAYING FOR THIS STUDY?The researcher is not receiving funds to conduct this study.WILL IT COST ANYTHING TO BE IN THIS STUDY?You do not have to pay to be in the study. HOW LONG WILL I BE IN THE STUDY?If you decide to be in this study, your participation will last about 30 minutes.WHAT WILL HAPPEN DURING THIS STUDY?If you decide to be in this study and if you sign this form, you will do the following things:Complete a survey about your satisfaction with the services received from your broadband service providerIndicate your likelihood of recommending your service provider to friends and family members. Give personal and demographic information about yourself, such as gender, age group, ethnicity, religious affiliation, education level, income bracket, home ownership, home value, broadband services received, broadband service delivery medium, broadband provider, and number of broadband providers in your area.WILL BEING IN THIS STUDY HELP ME?Being in this study will not help you. Information from this study might help researchers and companies help others in the future.
ARE THERE RISKS TO ME IF I AM IN THIS STUDY?No study is completely risk-free. However, we don’t anticipate that you will be harmed or distressed during this study. You may stop being in the study at any time if you become uncomfortable. You should be aware, however, that there is a small possibility that responses could be viewed by unauthorized parties (e.g. computer hackers because your responses are being entered and stored on a web server)WILL I GET PAID?The researcher will not pay you for being in the study.DO I HAVE TO BE IN THIS STUDY?Your participation in this study is voluntary. You can decide not to be in the study and you can change your mind about being in the study at any time. There will be no penalty to you. If you want to stop being in the study, tell the researcher. WHO WILL USE AND SHARE INFORMATION ABOUT MY BEING IN THIS STUDY?This study will not collect any information that can identify you. Nevertheless, all information collected such as your gender, age bracket, or other personal information will be kept confidential. The researcher is using a secured internet connection for this study and the information will be kept on secured servers requiring user authentication to access the data. In any written reports or publications, no one will be able to identify you. Besides the secured servers, the researcher will export the information you provide on an encrypted and password protected computer for analysis, and only the researcher, researcher’s supervisor, and dissertation committee will have access to the study data. Additionally, Capella University’s IRB, the Research Compliance Committee (RCC), or its designees may review the research records.WHO CAN I TALK TO ABOUT THIS STUDY?You can ask questions about the study at any time. You can call the researcher at any time if you have any concerns or complaints. You should call the researcher at the phone number listed on page 1 of this form if you have questions about the study procedures, study costs (if any), study payment (if any), or if you get hurt or sick during the study.Capella University’s Institutional Review Board (IRB) has been established to protect the rights and welfare of human research participants. Please contact us at 1-888-227-3552, extension 6313, for any of the following reasons:- You have questions about your rights as a research participant.- You wish to discuss problems or concerns.- You have suggestions to improve the participant experience.- You do not feel comfortable talking with the researcher.You may contact the IRB without giving us your name. We may need to reveal information you provide in order to follow up if you report a problem or concern.DO YOU WANT TO BE IN THIS STUDY?By clicking the link below you agree to the following statement:- I have read this form, and I have been able to ask questions about this study. I voluntarily agree to be in this study. I agree to allow the use and sharing of my study-related records as described above.- I have not given up any of my legal rights as a research participant. I will print a copy of this consent information for my records.

I Agree