Status and SWOT Analysis of the Internalization of PLDT in Cabanatuan City: Basis for Strategic Plan

This study examines the current status and conducts a comprehensive SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis of PLDT's internalization efforts in Cabanatuan City, aiming to provide a strategic framework for enhancing the company’s market position and operational efficiency. As a leading telecommunications provider in the Philippines, PLDT has significantly expanded its reach, including in regional markets such as Cabanatuan City. The study evaluates PLDT’s service delivery, infrastructure development, customer satisfaction, and market competitiveness within the unique socio- economic context of the city. The research methodology incorporates both qualitative and quantitative data collection techniques, including employee surveys, face-to-face interviews with staff and supervisors at the PLDT Sales and Service Center, and a review of relevant company documents. The SWOT analysisidentifies key strengthssuch as brand recognition, extensive network infrastructure, and a diverse service portfolio. It also highlights weaknesses, including service reliability issues, customer support challenges, and difficulties in keeping pace with rapid technological advancements. Opportunities identified in the SWOT analysisinclude the growing demand for digital services, increased reliance on mobile and internet connectivity, and potential partnerships with local businesses or government initiatives aimed at digital inclusion. Conversely, threats to PLDT’s market position encompass intensifying competition from other telecommunications providers, regulatory hurdles, and socio-political challenges that may impact the company's expansion objectives. Based on the SWOT analysis findings, this study proposes a strategic plan that leverages PLDT's strengths while addressing its weaknesses. The strategic recommendations focus on enhancing customer experience through improved service quality, adopting new technologies for faster and more reliable connections, and exploring emerging markets by diversifying product offerings. Additionally, the study suggests strengthening community engagement and partnership initiatives to foster loyalty and sustain long-term growth in Cabanatuan City. The strategic plan aimsto guide PLDT's efforts toward securing a competitive edge in the city’s evolving telecommunications landscape. Ultimately, this research serves as a foundation for decision-makers at PLDT to refine their strategies, ensuring the company continues to thrive in Cabanatuan City while aligning with broader goals of digital transformation and market leadership in the Philippine telecommunications industry.