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Στις μέρες μας η ευρυζωνικότητα έχει σπουδαίο ρόλο στη ζωή μας. Πιο αναλυτικά η ευρυζωνικότητα μας προσφέρει υπηρεσίες και πολλά οφέλη στην καθημερινή μας ζωή. Για παράδειγμα το internet, μας προσφέρει πολλές υπηρεσίες όπως email, τηλεσύνδεση και αλλά πολλά καθώς και μεταφορά μεγάλου όγκου πληροφοριών. Οι βασικές προϋποθέσεις για την ανάπτυξη της ευρυζωνικότητας είναι η ανάπτυξη υποδομών, η ανάπτυξη υπηρεσιών και η μείωση του «ψηφιακού χάσματος». Όλα τα παραπάνω είναι συνδεδεμένα με τις τεχνολογίες που θα υλοποιήσουν αυτές τις προδιαγραφές. Αυτές δεν είναι άλλες από τις ενσύρματες (ADSL, BPL συστήματα και οπτικές ίνες) και ασύρματες τεχνολογίες (wifi, wimax, δορυφορικές επικοινωνίες) καθώς και συνδυασμό αυτών τον δύο. Δηλαδή αυτές οι τεχνολογίες είναι υπεύθυνες για την παροχή ευρυζωνικών υπηρεσιών στον πελάτη. Σκοπός της παρούσας διπλωματικής είναι να μπορέσει να δώσει στον αναγνώστη μια σφαιρική άποψη για κάθε τεχνολογία παροχής ευρυζωνικών υπηρεσιών και να μπορέσει να εξοικειωθεί με αυτές τις τεχνολογίες. Ο αναγνώστης πληροφορείται ποιες τεχνολογίες θα του προσφέρουν υψηλότερες ταχύτητες μετάδοσης δεδομένων καθώς και τα πλεονεκτήματα και μειονεκτήματα της κάθε τεχνολογίας. Επίσης σκοπός της διπλωματικής αυτής είναι να επισημάνει τις παραμέτρους που επηρεάζουν την κάθε τεχνολογία ως προς την απόδοση που έχει και ως προς τις ταχύτητες που προσφέρει προς τον συνδρομητή. Τέλος η διπλωματική αυτή δίνει στον αναγνώστη και κάποια οικονομικά στοιχεία έτσι ώστε να μπορεί να αντιληφθεί το οικονομικό κόστος που μπορεί να έχει η κάθε τεχνολογία καθώς και τους μελλοντικούς στόχους που έχει η κάθε τεχνολογία σύμφωνα πάντα με τον οικονομικό σχεδιασμό που έχει κάνει. / Nowadays, broadband transmission plays an important role in our lives. Particularly, broadband transmission provides us with many kinds of broadband services and various benefits in our daily life. For example, internet provides us with many services such as e-mail, teleconferencing and other kinds of prospects and capabilities such as the transfer of big amounts of information and bytes. The basic prerequisites which are necessary for the development of broadband transmission are the existence of broadband infrastructure, the advancement of broadband services and last but not least bridging the gap between binary and analogue technology. All above are related to the technologies that will carry out these standards. And these technologies combine both wire technologies (such as ADSL, BPL systems and optic fibers) and wireless technologies (wifi, wimax and satellite communications). Sometimes these two kinds of technologies cooperate at the same time constructively. In conclusion, these technologies are responsible for providing consumers with the various broadband services. This project has the intention of giving us and generally speaking, giving readers a manifold view of every technology that provides us with broadband services and also helping us to become familiars with it. In addition to this, the reader is informed as for which technologies are able to provide him with fast bit rates and at the same time he has the opportunity to see the advantages and disadvantages of each technology. Furthermore, the main purpose of that project is to call to attention the factors that affect each technology as far as the bit and byte rates that are provided to consumers are concerned. In a nutshell, this project gives to the reader some financial and economic data so as to be able to understand the financial cost of each technology and at the same time the forward targets and goals of it according to the economic planning that has been made for that technology particularly.

There are two main purposes of this thesis. The first one is to get a better understanding of the aspects affecting customers’ loyalty in the telecommunication industry, in the context of when customers are using the services. The second purpose is to look into what the case company gains by having customers that are more loyal, where the degree of loyalty is measured by the Net Promoter Score metric. The methodology used to carry out the research is a case study with an approach that is both qualitative and quantitative. Where the quantitative approach has the largest share. Two datasets have been used in this thesis, one collected by the authors by sending out surveys and one collected beforehand at the case company. The survey created by the authors aim to let customers assess the satisfaction level with technical and non-technical aspects that can affect loyalty. The dataset that is already collected by the case company document the initial degree of loyalty of customers along with the revenue per customers over a period of years. The two datasets are used for the two different research purposes respectively. The statistical analysis for the data is conducted using the statistical tool Minitab. The findings for the first purpose are that our survey questions can be split into three categories using factor analysis. The categories are Perceived mobile multimedia quality, Perceived broadband multimedia quality and General perceptions. The first two categories are driving customer loyalty and the third category are indicators of customer loyalty. For the second purpose the findings are that the case company has different gains of more loyal customers depending on if the customers are either mobile or broadband customers. More loyal mobile customers stay longer as customers and also buy more. More loyal broadband customers only stay longer as customers. The practical implications of the findings are that the case company has to think of customer loyalty in new ways. There are more indicators of if a customer is loyal than the Net Promoter Score, these are for example customer satisfaction, perceived brand value, perceived overall quality, perceived customization etc. Therefore it would be better to measure customer loyalty not only with the Net Promoter Score Metric but to pick out 2-3 indicators to ask the customer and create an average index for all the questions that can represent the customers’ loyalty. Furthermore there are not a specific variable that drives customer loyalty more or less, several aspects are acting together in two high level groups. Another practical implication is that the gains of more loyal customers are higher for mobile customers since they buy more from the case company and stay longer as customers. However, for broadband customers, they only stay longer. Therefore the Net Promoter Score is not as useful to track for broadband customers. Either the broadband customers should have more opportunities to buy more or another metric should be used for broadband customers.