Telecommunication Services Research Articles

Business Development Strategy in Telecommunication Company at PT XYZ

The rapid and dynamic growth of the telecommunications and information industry in the era of Society 5.0 presents significant challenges for telecommunication providers, including PT XYZ, a leading telecommunications service company in Indonesia. This study aims to analyze internal and external factors affecting PT XYZ's business revenue, formulate alternative strategies, and prioritize business strategies to address challenges and enhance revenue. Using qualitative methods, data collection involved observation, interviews, surveys, and literature reviews, drawing from primary and secondary sources. The study employed SWOT, PESTLE, and Porter’s Five Forces analyses to evaluate the company’s environment comprehensively. Findings indicate that PT XYZ is positioned in cell I (Grow and Build) in the IE matrix, with IFE and EFE scores of 3.851 and 3.0, respectively. Recommended strategies include market penetration, product development, and integrative strategies such as ERP implementation to enhance operational efficiency and adapt to technological changes. The study underscores the importance of creating a diverse portfolio of customer-driven technology products and expanding market reach while adopting effective risk management practices. These strategies are expected to sustain PT XYZ’s competitive position and drive revenue growth in the telecommunications industry.

Don’t let your customers slip away: exploring the impact of perceived firm innovativeness on customer’s switching intention in transitioning market

Purpose The purpose of this study is to examine customer switching behavior in transitioning market structure. Drawing upon stimulus-organism-response theory, this study explores the impact of perceived firm attributes on customer switching intention, examines the mediating role of customer satisfaction in this dynamic and assesses the moderating effects of relationship depth and switching cost. Design/methodology/approach This study used a cross-sectional research design and a quantitative research approach. Data was collected through surveys from a conveniently selected sample of 380 telecom service users. The collected data were analyzed using confirmatory factor analysis to validate the measurement model and PROCESS macro models 2, 4 and 10 to test the hypothesized relationships. Findings The findings confirmed that perceived firm innovativeness significantly influences customer switching intention. In addition, customer satisfaction mediates the relationship between firm innovativeness and switching intention, while perceived switching costs and relationship depth moderate this relationship. Practical implications The findings highlight how perceived firm innovation shapes customer switching intentions, suggesting that firms can reduce switching by investing in innovation and managing switching costs and relationships effectively. Originality/value This study provides unique insights by examining firm innovativeness from the customer’s perspective and analyzing its impact on switching behavior within a transitioning market.

Pertanggungjawaban Penyedia Jasa Telekomunikasi Atas Kerugian Daur Ulang Nomor SIM Card di Kota Gunungtua Perspektif Maslahah Mursalah

The practice of recycling SIM card numbers by telecommunications providers often results in losses for existing customers, such as misuse of personal data and communication disruptions. This research aims to identify the types of losses experienced by customers due to the recycling of SIM card numbers and to analyze the accountability of telecommunications service providers for the losses incurred from the recycling of SIM card numbers from the perspective of Maslahah Mursalah. This type of research is empirical legal research with a living case studies approach, a statute approach, and a conceptual approach. Data is collected using interviews and document studies. The data is then processed and analyzed using qualitative methods. The results of this research indicate that the practice of recycling SIM cards in Gunungtua city leads to losses such as financial losses, reputational damage, and privacy breaches. In the perspective of maslahah mursalah, customers feel that the recycling of the number does not provide them with benefits compared to the operators who gain many advantages and profits. A review of the maslahah mursalah concerning the practice of recycling SIM card numbers indicates that if the harms outweigh the benefits, then it is not permissible. Furthermore, telecommunications service providers must be held accountable for any losses experienced by customers due to the practice of recycling SIM card numbers.

Government Accountability in Universal Services in Collaborative Regulation: A Perspective on the General Principles of Good Governance (AUPB)

Universal telecommunication services are one of the government's efforts to ensure equitable accessibility of telecommunication services for all levels of society. However, at this time, telecommunications regulation is entering a collaborative generation, which is characterized by the cooperation of various entities to deal with the impact of the widespread digital economy. The purpose of this study is to analyze the extent to which the government has fulfilled its obligations and responsibilities in providing equitable access to telecommunications in the era of the collaborative generation. The research method used is normative juridical with a qualitative approach. The results of this study indicate that while there has been progress in implementing the General Principles of Good Governance in universal telecommunications services, challenges remain in the areas of transparency and accountability, particularly in the allocation of funds and resources. Additionally, disparities in access between urban and rural areas persist, despite collaborative regulatory efforts. The study found that government initiatives, though well-intentioned, require stronger oversight and more inclusive policies to ensure fair and equitable access to telecommunications for all segments of society.

Bridging the Digital Divide in Mexico: A Critical Analysis of Telecommunications Infrastructure and Predictive Models for Policy Innovation

This work presents an in-depth evaluation of the telecommunications landscape in Mexico from 2015 to 2023. The study’s primary focus is on the disparities in broadband access, telecommunications infrastructure, and digital inclusion across various regions, particularly between urban and rural areas. By employing predictive models and correlation analysis, the paper identifies key factors influencing technology adoption and service bundling in households. A significant contribution of this research lies in its identification of strong correlations between broadband access, GDP growth, and the penetration of multiple telecommunication services such as fixed telephony, broadband internet, and television. The predictive models developed offer crucial insights into the regional inequalities of digital access, revealing patterns that policymakers can use to prioritize infrastructure investments. The findings underscore the essential role of public policy innovation in promoting digital inclusion, particularly in underdeveloped regions, and provide a robust analytical framework for understanding how advanced telecommunications services contribute to socio-economic development. Through this analytical approach, the study demonstrates the critical relationship between telecommunications infrastructure and regional economic performance, offering data-driven recommendations to bridge the digital divide and enhance connectivity in underserved areas. The results offer significant value for future research and policy initiatives aimed at fostering equitable access to Information and communication technologies, promoting economic growth, and ensuring broader societal inclusion in the digital age.

Sustainable Marketing Communication in the Digital Age of Advert Blocking: Implications for Telecommunication Service Providers in Nigeria

The advent of digital technologies has revolutionised marketing communication, offering unprecedented opportunities for brands to engage with their target audience. As consumers increasingly seek to control their online experiences and mitigate interruptions, the adoption of advert-blocking techniques has surged, posing significant challenges for organisations, thereby inhibiting their sustainable marketing communication plans. This paper explores the implications of advert blocking on sustainable marketing communication practices. It examines the factors driving the adoption of ad-blocking and the strategies organisations can employ to navigate this phenomenon for marketing communication sustainability. Anchored on the Selectivity Factor and the Uses and Gratification theories, the study deployed a mixed-method approach, incorporating qualitative analysis of service providers and consumer perceptions as well as quantitative data on advert-blocking trends from a sample size of 163 internet users in Southwest, Nigeria. Findings reveal the pervasive nature of intrusive advertising practices and the growing apprehensions surrounding privacy and data security, driving the widespread adoption of advert blocking. Moreover, analysis indicates a correlation between ad-blocking behaviour and heightened levels of brand scepticism and avoidance tendencies among consumers. Based on findings, organizations are advised to adopt sustainable brand communication strategies, Alternative approaches such as other below-the-line channels, native advertising, branded content, and influencer marketing emerge as promising avenues for engaging audiences while circumventing advert-blocking barriers. The research work accentuates the necessity of adjusting marketing communication strategies to align with evolving target audiences’ preferences, thereby promoting sustainability in the digital era's marketing landscape.

SUBSCRIPTION FRAUD DETECTION USING AUTOENCODER IN CASE OF ETHIOTELECOM

Nowadays, telecom services are becoming an essential communication and business facilitators. However, the development of telecom services motivates fraudsters for illegal use. Hence, telecom fraud becomes a serious challenge in telecommunication sector by losing telecom revenue. It also results in poor quality of services for their customers. Telecom data, SMS and voice call are not free from security issues. Despite SMS, and USSD services becomes good options over installable mobile based or web based applications due to lesser cost and real time support, the methods provide fixed amount requirements which is not dynamic way to address the need of these services subscribers. The other challenge of these services is that; the services are not safe from frauds as such, especially in GSM switches. Subscription fraud is one type of fraud in today’s telecom business which is a common telecom fraud. The need of fraudsters is to make money illegally or getting telecom services with the intention of not to pay for the service they used. The prime objective of this study is to build a predictive model using deep auto-encoder to detect subscription fraud in case of Ethiotelecom. The performance of fraud detection model is 98.95% validation accuracy on ethiotelecom call detail record dataset using deep neural network autoencoder and CNN-LSTM autoencder algorithms at threshold of 0.0103 and 0173 respectively.

Comparative Evaluation of RNN Architectures for Churn Prediction in Telecom Services

Comparative Evaluation of RNN Architectures for Churn Prediction in Telecom Services

Proposed Improvement of Monitoring and Controlling Process on Outstanding Customer (Study Case: XYZ Company in Jambi Area)

PT XYZ is a company that provides telecommunications services, and for corporate customers, thereis the BGES Unit. The payment process for corporate customers is managed by one of the BGESpillars, namely Collection Management. One of the tasks that Collection Management takes care ofis outstanding data. The achievement of outstanding billing is only 14.75% per year, which means apayment delay of IDR 7,000,458,871.00 in 2021. Due to excessive workload, billing managementdoes not supervise customers regarding billing so billing objectives are not achieved. In addition,billing information in the form of invoices is provided later than the 5th through 12th of each monthso that customers do not know for sure the total bill. This research aims to make improvements in themonitoring and controlling processes of customer outstanding billing. This research uses the businessprocess improvement method. This method also refers to a process that works but some activitiesneed improvement. It does not design new activities but improves existing activities. The tools ofbusiness process improvement that were used in this research are application technique wheels andstreamlining, which can be useful for simplifying a process and fixing a problem based on theoutstanding billing problems by PT XYZ. The result of this research is a new business process as isdashboard monitoring and controlling shown by a context diagram that contains incoming andoutgoing data on the billing information system and reminder notification will appear if the target isnot achieved. The new business process is expected to assist the BGES unit in monitoring andcontrolling customers every month, and the target that is expected to be achieved is an outstandingfigure of less than 1,000,000 by the end of the year.

The Effect of Loyalty Program and Service Quality on Customer Loyalty in Telecommunications Services PT PLN Icon Plus

The Effect of Loyalty Program and Service Quality on Customer Loyalty in Telecommunications Services PT PLN Icon Plus

How do knowledge-intensive business services improve innovation? A resource-based model for antecedents of innovation in a developing country

Purpose Firms strive to find new ways of boosting value creation through integrating knowledge for innovation. Open innovation has altered this quest for excellence and, accordingly, this study aims to investigate the antecedents and enablers of innovation performance in firms belonging to a knowledge-intensive service sector of a developing country. Design/methodology/approach As such, data were gathered through a survey approach, targeting telecom service firms in Pakistan. Hypotheses were tested using the partial least squares technique. Measurement and structural models were assessed following the recommended two-stage procedure. Findings Results showed that knowledge sourcing and customer engagement impact the innovation performance of firms, whereas transformational leadership, knowledge sourcing and customer engagement are linked to innovation with the mediating effect of absorptive capacity. Practical implications This research helps to improve the innovation management practices of the firms belonging to this important sector and thus enables them to achieve sustainable competitive advantage through building their absorptive capabilities. Originality/value Knowledge-intensive business services are largely excluded from the great debate on open innovation so far, with a few exceptions. This research proposes and tests a model of enablers of open innovation that contributes toward improving the innovation performance of telecom firms in a developing country.

Utilization of electronic transactions to increase non-tax state revenue in the telecommunications sector

The telecommunications sector is crucial in a country’s economy. The advancements in information and communication technology have had a significant impact on this sector, particularly in the electronic transactions domain. The utilization of electronic transactions in the telecommunications sector can yield substantial benefits, including increasing non-tax state revenue and economic development in Indonesia. The Covid-19 pandemic has served as a catalyst for the sharp rise in internet usage and telecommunications services, such as work-from-home, distance learning, online shopping or payments, industrial digitization, telemedicine, and others. Consequently, digital transformation has accelerated, necessitating the equitable distribution of Information and Communication Technology (ICT) in Indonesia. The utilization of electronic transactions has directly contributed to the increase in state revenue from non-tax sector, particularly in the telecommunications sector. This can be observed through the continuous growth of non-tax revenue achieved by the Ministry of Communication and Informatics, surpassing the set targets each year in terms of realized value. The objective of this research is to analyze the effectiveness, challenges, and impacts of electronic transactions in increasing non-tax state revenue, in order to generate policy recommendations in Indonesia. This study uses a normative juridical method, analyzing positive legal provisions. Data sources were obtained from three types of legal materials, and data collection was conducted both online and offline. The research results indicate that the utilization of electronic transactions can increase non-tax state revenue in the telecommunications sector through various forms such as telecommunications bill payments, e-commerce transactions, sales of prepaid credit and data packages, telecommunications devices, digital services, content delivery, and transaction monitoring and oversight.

Contribution of the Telecommunications Industry to Sustainable Development Goals within the Framework of SASB General Issue Categories: The Case of a Telecommunications Company

Sustainable development is an important issue that shapes the future of our planet by addressing economic, social and environmental factors. The United Nations (UN) has set 17 Sustainable Development Goals (SDGs) to ensure sustainable development, the success of which depends on global cooperation and joint efforts. The SDGs set out the environmental, social and economic sustainability issues to be achieved by 2030. Private sector efforts have an important role in achieving these goals. As a result of social responsibility and stakeholder demands, companies share their sustainability activities and the SDGs to which these activities contribute through reports. Telecommunications companies also have the potential to play a key role in achieving many SDGs through the innovative, accessible and inclusive digital infrastructure systems they provide. This study’s goal is to reveal the impact of the telecommunications industry on the SDGs through the Sustainability Accounting Standards Board's (SASB) General Issue Categories (GIC). In this context, a methodological framework developed by SASB to identify important sustainability issues across sectors and industries matched SDGs with 26 general sustainability issues. In this framework, SDG impact indices were calculated for the technology and communication sector, which includes the telecommunications industry, and for a telecommunications company operating in Turkey, and SDG impact at the sector, industry and company level was tried to be revealed. According to the calculations, it was concluded that the goal known as SDG 9, which was established to establish strong infrastructures, support sustainable industrialization and strengthen and expand innovation, has an impact score of 37.50% for the telecommunication services industry, 31.25% for the technology&communication sector and 31.25% for the sample telecommunication company. SDG 9 has the highest impact score in telecommunications compared to other SDGs.

Measuring and managing organizational performance based on organizational capitals, service quality and BSC performance outcomes

Purpose The purpose of this paper is to develop and test empirically a new holistic performance measurement model that integrates the best of current performance measurement frameworks and methodologies and builds upon the resource-based view to strategic management. Design/methodology/approach A survey collected responses from 379 top-, middle- and supervisory-level managers from 3 telecommunications service providers in Egypt. The hypothesized direct relationships were tested through multiple linear regression (using SPSS software), and the mediating effect was tested using the structural equation modeling technique (using AMOS software). Findings The results reveal that the proposed model is a reliable and valid instrument for measuring and managing holistic organizational performance. The results also reveal that Egyptian telecommunications companies have primarily emphasized the use of structural and relational capital to enhance their service quality (SQ) and performance outcomes (POs). Moreover, SQ was found to significantly and partially mediate the effect of organizational capitals (OCs) on POs. Research limitations/implications The proposed model is a novel model that needs further investigation using various research designs and multiple research methods to assure its reliability and validity as a holistic performance measurement system. Practical implications The Egyptian telecommunications companies should efficiently manage and leverage all four components of OCs, especially the components of intellectual capital to improve their SQ and consequently enhance their POs. Originality/value To the best of the authors’ knowledge, this is the first research to study the relationships among OCs, SQ and POs, merge them in an integrated performance measurement model and test this model empirically in the Egyptian telecommunications setting.

Partisan conflict and stock volatility predictability

ABSTRACT This study investigates the impact of the Partisan Conflict Index (PCI) on stock market volatility within the United States. Results indicate that the PCI is a robust predictor of both in-sample and out-of-sample stock volatility across the aggregate market and most sector-specific markets. Interestingly, the predictive strength of the PCI is pronounced for the aggregate market index and the sectors of utilities, materials, industrials, information technology, energy, telecom services, and consumer discretionary during periods of Republican governance. In contrast, under Democratic governance, the PCI demonstrates significant predictive power in the health care, consumer staples, information technology, and telecom services sectors. These findings contribute novel insights into the stock volatility predictability.

High-Altitude-UAV-Relayed Satellite D2D Communications for 6G IoT Network

High-altitude UAVs (HA-UAVs) have emerged as vital components in 6G communication infrastructures, providing stable relays for telecommunications services above terrestrial and aerial disturbances. This paper explores the multifaceted roles of HA-UAVs in remote sensing, data relay, and telecommunication network enhancement. A Large Language Model (LLM) framework is introduced that dynamically predicts optimal HA-UAV connectivity for IoT devices, enhancing network performance and adaptability. The study emphasizes HA-UAVs’ operational efficiency, broad coverage, and potential to transform global communications, particularly in remote and underserved areas. Our proposed satellite-HA-UAV-IoT architecture with LLM optimization demonstrated substantial improvements, including a 25% increase in network throughput (from 20 Mbps to 25 Mbps at a 20 km distance), a 40% reduction in latency (from 25 ms to 15 ms), and a 28% enhancement in energy efficiency (from 0.25 μJ/bit to 0.18 μJ/bit), significantly advancing the performance and adaptability of next-generation IoT networks. These advancements pave the way for unprecedented connectivity and set the stage for future communication technologies.

Application of SERVQUAL Model to Gauge Relationship between Service Commitment, Trust, and Price Fairness to Customers Loyalty: Empirical Evidence of Telecommunication Users in Nepal

Background: The service sector, a significant contributor to global GDP, is increasingly focused on innovation, particularly in the telecom industry. Despite its importance, research on how service commitment, service trust, and price fairness affect customer loyalty within Nepal’s telecommunications sector remains limited. Objective: This study aims to investigate the impact of service commitment, service trust, and price fairness on customer loyalty in the mobile telecom sector in Kathmandu Valley. It seeks to apply the SERVQUAL model to assess how these factors influence customer retention and satisfaction. Method: An explanatory research design was employed using a quantitative approach. Data were collected through a structured questionnaire from 404 telecom users selected via purposive sampling. The analysis was conducted using structural equation modeling (SEM) with confirmatory factor analysis and path analysis, employing software tools such as KOBO Toolbox and AMOS to examine the relationships among variables. Result: The findings indicate that service commitment, service trust, and price fairness significantly impact customer loyalty. Service trust and price fairness were found to have a positive and significant effect on loyalty, with price fairness exhibiting a partial mediating role between service commitment and customer loyalty. The study also highlights that telecom firms’ ability to enhance customer satisfaction is closely linked to their service innovation and commitment. Conclusion: The research underscores the importance of service commitment, trust, and price fairness in fostering customer loyalty within Nepal’s telecom sector. Telecom service providers are encouraged to focus on these areas to improve service quality and customer retention. The study offers valuable insights for enhancing customer satisfaction and achieving long-term loyalty in the telecommunications industry. Paper Types: Research Paper Keywords: Telecommunication Service; Commitment; Service Trust; Price Fairness; Customer Loyalty; SERVQUAL model; Structure Equation Model. JEL Classification: D12, L86, L96, M31

The moderating role of face and attribution on service recovery quality, postrecovery satisfaction and repurchase intention: a study of collectivist consumers in service recovery

PurposeThe purpose of this paper is to investigate the moderating role of cultural factors (concern for face and stability of attribution) in the relationships among service recovery quality, postrecovery satisfaction and repurchase intention. Based on the politeness theory, this paper proposes a theoretical model for understanding how concern for face and stability of attribution may affect collectivists’ consumption behavior.Design/methodology/approachData were collected in a field survey of 600 Hong Kong consumers who had experienced a telecommunications service failure. Partial least squares structural equation modeling (PLS-SEM) was used to test the theoretical hypotheses.FindingsA cultural factor of concern for face is found to negatively moderate the relationship between service recovery quality and postrecovery satisfaction. Face also positively influences the relationship between postrecovery satisfaction and repurchase intention. Another cultural factor, stability of attribution, is found to negatively moderate the relationship between service recovery quality and postrecovery satisfaction and to negatively moderate the relationship between postrecovery satisfaction and repurchase intention.Practical implicationsThis study contributes to the understanding of the relevance of concern for face and stability of attribution in collectivists’ consumption behavior. The findings have significant implications for managers in a position to exploit the cultural value mechanisms of collectivist consumers.Originality/valueTo the best of the authors’ knowledge, this has been the first research to examine the impact of concern for face and stability of attribution among service recovery quality, postrecovery satisfaction and repurchase intention.

Research on the risk spillover effect of carbon emission trading market and various industry markets in China and the European Union

AbstractWidely concerns over the carbon emission problems have been aroused. Prior studies have documented the correlation between the carbon emission market and industries separately. This study compared the tail risks and risk spillover effect of the carbon emission and 11 industries markets in China and the European Union (EU) by using the multivariate multi‐quartile conditional autoregressive at‐risk model. Moreover, to evaluate the risk spillover of each market under extreme risk conditions in time domain and frequency domain, DY spillover index and BK spillover index were constructed via generalized forecast error variance decomposition and generalized causation spectrum, respectively. Findings are as follows: (1) The tail risks and fluctuation of the trend of Chinese industry markets reflects more higher and larger than those in the EU; (2) The EU suffers from smaller external shocks, while China has the opposite result and can recover relatively faster; (3) In China, energy, industrial, information technology, financial, real estate, consumer goods, carbon emissions, and discretionary consumption industries are risk spillover industries, while healthcare, materials, telecommunication services, and utilities industries are risk receiving industries. In contrast, the risk spillover industries in the EU remain consistent with those of the Chinese markets except for the materials, discretionary consumption, consumer goods, information technology and real estate industries. (4) On the short‐term, medium‐term and long‐term scales, the risk spillover of China's carbon emission trading market and various industries is basically consistent with that of the EU. These findings contribute to reducing greenhouse gas emissions and achieving the goal of carbon peak and carbon neutrality.

Digital input requirements for global carbon emission reduction

Abstract To answer the question of whether the growth of digital inputs can be beneficial for carbon neutrality, we thoroughly explore the impacts of digital inputs on carbon emission reduction in this work. We propose a combined framework of panel regression model and multi-objective optimization model to identify the key digital sectors and obtain their optimal total outputs. First, the results show that digital inputs continue to increase in most countries (regions) from 2000 to 2021, especially in the USA, EU countries and China. Digital equipment inputs in China are the most significant, while digital service inputs in the USA and EU countries are relatively important. Second, the regression results show that digital service inputs have significantly negative influence on carbon emissions, which means that the growth of digital service inputs will decrease carbon emissions. This result indicates that the key point of industrial digitalization for carbon emission reduction may be increasing the digital service inputs. Third, the optimization results show that the digital-input-oriented optimization model, which encourages an increase in digital service inputs, could achieve greater targets of economic growth and carbon emission reduction. The total outputs of Telecommunication Services and Computer Services should increase globally by 10.24% and 8.89%, respectively.