Abstract
This paper analyses wireline broadband Quality of Service (QoS) metrics of India’s small and medium Internet Service Providers (ISPs). Key Performance Indicators (KPIs) used in this analysis are – Fault repair (>90% in 1 working day and >=99% in 3 working days), Response time to customer for voice-to-voice operator assistance (in 60 sec. >60% and in 90 sec. >90%), Broadband connection speed from ISP to node (Download speed) and Service availability/uptime. Benchmarks are arrived at, using the Slack Based Measure (SBM) in Data Envelopment Analysis (DEA). Twenty Decision Making Units (DMUs – ISPs) were used in the analysis with eight of them needing to improve their QoS on some of the mentioned parameters. Relative benchmark providers for all providers needing improvement with their weightage are found and optimal targets by each QOS metric is mathematically arrived at.
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