Quality Of Telecommunications Services Research Articles

Analysis of The Readiness of The Regional Government of Malinau District North Kalimantan Province in Commemorate Digital Transformation

One of the efforts to realize the goals of bureaucratic reform is the modernization of the government bureaucracy which focuses on the orientation of public services to community satisfaction through optimizing the use of information technology. The purpose of this research is to analyse the readiness of the Regional Government of Malinau Regency in commemorate digital transformation and to identify supporting and inhibiting factors for the readiness of the Regional Government of Malinau Regency in commemorate digital transformation. This study uses a qualitative research design with descriptive methods, by adapting the An Integration Information Rich E-Readiness Assessment Tool readiness analysis model, proposed by Mutula & Brakel 2006. This research uses a triagulation analysis method on observation data, interviews and documentation in the field. The research results of the five dimensions of assessment show 1) Information Readiness with information access indicators categorized as ready and information mechanism indicators categorized as quite ready; 2) Institutional Readiness with Organizational Structure indicators categorized as ready, ICT Policy indicators categorized as quite ready and ICT Budget Readiness categorized as ready; 3) HR readiness with HR composition indicators categorized as quite ready, ICT HR qualification indicators categorized as unprepared, and ICT HR preparation indicators categorized as unprepared. 4) Infrastructure Availability with hardware and software infrastructure indicators categorized as ready and internet connection indicators categorized as quite ready; 5) External Environment Readiness with telecommunications service quality indicators categorized as quite ready.

Digital Transformation in Education: social well-being and adaptation strategies (on the example of the Republic of Sakha (Yakutia))

Digitalization creates a new quality of life, new opportunities and new risks for society, prerequisites for a radical transformation of social systems, new challenges and a new digital inequality. And one of the key sectors of the social sphere, which is directly influenced by the introduction of digital technologies, is the field of education. This article presents the results of a sociological study "The Republic of Sakha (Yakutia) and big challenges: social well-being, mobility and adaptation strategies" conducted in 2021-2023 in Yakutia. Special attention is paid to the impact of digitalization of education and the introduction of distance learning formats on the social well-being of the region's population. The study captures the main contradictions that arose during the emergency transfer of the educational process to a remote form of work, local material shows the emerging social contradictions that are formed under the influence of objective differentiation between urban and rural territories. A mass sociological survey was conducted in five socio-economic zones of Yakutia: using a complex of field work: face-to-face, online survey, and a survey involving "public correspondents". The study used a multi-stage quota sample of respondents, the sample totaled 1,320 respondents. Among the most tangible consequences of the pandemic, respondents noted an increased level of stress, psychological tension, increased time spent on social networks and on the Internet in general, an increase in financial burden and expenses. Problems related to the implementation of remote work and study, 26.8% of respondents attributed to one of the most tangible consequences of the pandemic.The majority of respondents expressed satisfaction with the state, quality and accessibility of education, about half of the respondents are more or less dissatisfied with the quality of Internet connection in their place of residence. The main determinants of the digital divide between urban and rural areas and the growth of educational inequality are the uneven material and technical equipment and the introduction of digital educational resources, as well as the availability and quality of telecommunications services.

Four-Layer QoS Analysis for Multimedia Traffic over Wi-Fi Network at UPNVJ Laboratory

One technique to evaluate and enhance the quality of telecommunications services is to monitor and measure the Quality of Service (QoS) and the user’s Quality of Experience (QoE). This method is suitable to be performed in an area that provides public Wi-Fi for multi-user, such as Wi-Fi at the UPN Veteran Jakarta Electrical Engineering Laboratory. The survey results show that there are still many issues experienced by users regarding the availability, accessibility, retainability, and stability of the network and application services accessed. The multimedia application services analyzed in this study are WhatsApp Desktop Call (voice traffic), Zoom Meeting (video traffic), and the UPNVJ LeADS web (data traffic). The tools used for data collection are Wireshark, PRTG, router admin panel web, and Command Prompt. Based on the monitoring, it was found that: network quality degrades when connected to more than 5 devices at the same time, frequent downtime conditions can reach 54% in a day, and the average data packet traffic speed across one device is 4,34 Mbps. Based on the average calculation of the QoS parameters measured: the highest throughput value is obtained on the UPNVJ LeADS web which reaches 102,09 Kbps, the highest delay value is obtained in the WA Desktop Call which reaches 521,39 ms, the highest jitter value is obtained in the WA Desktop Call which reaches 1,21 ms, and the highest packet loss value is obtained in Zoom Meeting which reaches 2,16%. The most common issue experienced by users is the “no internet” condition on the Wi-Fi network. The solution for network optimization in this condition can be done by administration setting and network management.

Telecommunication service quality analysis using integration of SIPA and modified Kano

This article investigates the integrated approach of the Simultaneous Impor­tance-Performance Analysis (SIPA) model and the modified Kano model to evaluate and prioritize service attributes for telecommunication companies in Indonesia. The study is based on the demographic profiles and usage patterns of 74 respondents. The results demonstrate that the SIPA and Kano models can provide valuable insights for identifying priority areas and effective strategies for improving service quality. Specifically, the SIPA model helps to compare competitor performance and identify important service attributes. In contrast, the modified Kano model facilitates a dynamic cycle of service attribute evaluation to inform managerial strate­gies. This article contributes by highlighting the potential of the proposed ap­proach to offer valuable insights to telecommunication companies seeking to enhance their service offerings and remain competitive in a con­stantly evolving market.

INVESTIGATION OF THE INFLUENCE OF TWISTING METHODS MULTI-PAIR LAN CABLES ON THEIR ELECTRICAL TRANSMISSION CHARACTERISTICS

The problem of electromagnetic compatibility of wired telecommunications is becoming more drastic every year. Effective protection of telecommunications equipment from external electromagnetic fields is becoming increasingly pertinent and largely determines the reliability and quality of telecommunications services provided by operator companies. In modern fixed broadband access networks, LAN cables are used in a massive way, circuits of which must have high noise immunity from both mutual and external electromagnetic influences. The theoretical aspects of determining the short-term electrical strength of a solid polyethylene insulation are considered, on the basis of which the conduct of some experimental studies of breakdown voltages on short cable segments and their recalculation using statistical methods for a given length are justified. The article contains the results of studying the electrical strength of multi-pair LAN cables of category 5e produced by Samara Cable Company JSC.

Determination of optimization criteria for a special­purpose infocommunication network management system

As of today, taking into account the realities of the war in the country and the prospects for the development of the special-purpose information communication network management system, it is possible to assert the presence of a stable trend of growth in the volume and improvement of the quality of telecommunication services provided. This leads to an increase in the quantity and quality of control information, which, in turn, leads to a disproportionate growth of the special purpose information communication network management system itself. The described trend determines the need to optimize the management system as part of a special purpose information and communication system. To solve this problem, it is necessary to define the optimization criteria for the management system of a special purpose information communication network. The characteristic features of the special purpose information communication network management system given in the article allow it to be considered a "big system". For such a "big system" the question of its optimization becomes urgent. Optimization can be considered both the optimization of the control system design process itself and the optimization of the operation of the control system. The determined directions of optimization are dependent on each other. The designed special purpose information communication network management system will have quality indicators that depend on the quality of development, resources and time spent, that is, on the optimality of the design process. On the other hand, the resources and time spent on the design of the control system will significantly depend on the expected quality parameters of the system. There are several ways to combine the partial criteria of the control system to obtain an integral generalized criterion, which will make it possible to implement a global synthesis of the control system taking into account all the selected partial criteria of the system. Thus, the paper presents a method of multi-criteria optimization of the management system of a special purpose information communication network. The external parameters of the special purpose information communication network management system, which are critical in modern conditions, are described: the amount of information, delay, survivability, functional flexibility, reliability and cost. The need to combine conflicting criteria such as the amount of control information, reliability, survivability, functional flexibility, latency, and cost is emphasized. The advantage of using multi-criteria optimization of the special-purpose information communication network management system compared to single-criteria optimization is shown.

Telecommunications service quality, customer satisfaction and customer loyalty in pandemic times

PurposeThis study aims to empirically explore telecommunications service quality (SQ) and its impact on the customer loyalty (CL) through a mediating impact of customer satisfaction (CS) during the COVID-19 pandemic crisis.Design/methodology/approachA survey was conducted involving 384 customers of telecommunications service providers in Egypt. The hypothesized direct relationships were tested through regression analysis, and the mediating effect was tested using structural equation modeling technique.FindingsThe results reveal a strong positive relationship of SQ dimensions, CS and CL. Reliability, privacy and security and convenience, respectively, proved to increase CS and CL more than the other SQ dimensions, particularly during COVID-19. Moreover, CS was found to significantly and fully mediate the effect of SQ on CL.Research limitations/implicationsThis is an empirical research applied in the Egyptian telecommunications setting. Its relationships need further investigation in other settings and countries. Also, traditional limitations of a cross-sectional study apply with respect to the attribution of causality and the time lag effects.Practical implicationsIn strategic planning of telecommunications services and the associated consumer behavior, the results of this study can be helpful for policymakers. In case of similar epidemics and natural calamities, consumers may depict similar behavior as shown during the lockdown and social distancing during COVID-19; hence, this study can help regulatory bodies in preparing their safety roadmap.Originality/valueThis study contributes to the body of knowledge in enhancing the understanding on the impact of telecommunications SQ on CS and loyalty, particularly during the COVID-19 pandemic crisis.

Impact of Telecommunication Service Quality in Bangladesh on Online Education during Covid-19

Impact of Telecommunication Service Quality in Bangladesh on Online Education during Covid-19

Supply Chain Coordination of Product and Service Bundling Based on Network Externalities

Since the commercialization of 5G, the government has actively encouraged 5G industry chain enterprises to accelerate the progress of 5G. Bundling is a popular means to expand 5G subscribers and improve 5G market coverage. Considering the characteristics of bundling, this study establishes a secondary supply chain composed of a terminal manufacturer and a telecom operator under the condition of network externality strength. In this supply chain, the product quality of the terminal manufacturer is complementary to the service quality of the telecom operator. Using Steinberg’s theory, we derive the optimal value of each decision variable in a centralized mode and a decentralized mode and take profit maximization as the goal. This paper also designs a contract of bidirectional cost sharing and revenue compensation for supply chain coordination. Finally, the influence of network externality strength and a mass-additive factor on the supply chain is discussed using numerical analysis. The results show that higher network externality strength has a significant impact on product pricing, the quality of each entity and the profit of the supply chain. At the same time, the degree of complementarity between the terminal product quality and the telecommunications service quality affects whether consumers choose to buy contract products. A higher degree of complementarity promotes the market inflow into high-end consumers.

The Role and Impact of Mediating Factors in Grameenphone’s Success: A Study on Bangladesh Perspective

Grameenphone attains its leading position by continuously offering better services to its existing and potential customers. This study also explains how the mediating factors of Grameenphone like network coverage, internet service, information service, emergency balance, 4G service, voice call, voice message, my zone facilities, mobile banking facilities, SMS & MMS service, customer care service, CSR activities, advertisement & promotion, variety of package, call rate, quality of telecommunication service, video call service, responsiveness to the customer, hotline service 121, available retail store & physical product, internet service, healthcare service, GP offers, etc which influence to the success of Grameenphone. The article is devoted to the study of a quick overview of the subscribers’ demographics for Grameenphone in Bangladesh. The paper seeks to explore the role and impact of mediating factors, which in turn, lead to the success of the grameenphone. The main purpose of this study is to substantiate the position of the relationship between mediating factors and customer satisfaction that helps to divert potential customers to loyal customers and the ultimate objectives to achieve the company’s mission. A business can gain the trust and loyalty of its customers as well as long-lasting, successful business relationships if it can recognize and meet true customer expectations.

Study on received signal strength of femtocell with circular and rectangular microstrip patch antenna designed at 2.55 GHz

In large cities, the coverage and quality of telecommunication services inside buildings is low and needs more effort for its improvement. Signal attenuators like number of walls, number of floors and others affect the quality of received signal. Therefore, femtocells are used for improving the poor performance of network inside buildings and other dead zone areas. The aim of this work is to compare the received signal strength of femtocell with rectangular and circular microstrip patch antenna designed at 2.55 GHz. This work considers the received signal strength of femtocell with the designed rectangular and circular microstrip patch antennas. The performance analysis uses Multi Wall Multi Floor indoor propagation model. The result showed that the total gain of rectangular and circular microstrip patch antenna are 3.6528 dB and 2.924 dB, respectively. The received signal strength of femtocell with rectangular microstrip patch antenna is larger than that of circular microstrip patch antenna designed at the same frequency. The effect of number of walls and floors on the received signal strength of femtocell is also clearly indicated. Generally, it is found that much higher received signal strength is observed in rectangular microstrip patch antenna than in circular one. The outcome of this work shows that femtocells are capable of enhancing signal quality for indoor users.

METHODOLOGY FOR A COMPREHENSIVE ASSESSMENT OF THE TELECOMMUNICATION SERVICES QUALITY OF TRANSPORT NETWORKS USING SDN/NFV TECHNOLOGIES

Methodology for a comprehensive assessment of the quality of telecommunication services of transport networks using SDN/NFV technology has been developed. The current state and development trends of communication networks have shown that the potential for growth in productivity and bandwidth of networks based on traditional technologies is practically exhausted. These problems can be solved by the technology of software-defined networks and virtualization of network functions (here-inafter SDN/NFV). This methodology can be the basis for selecting the structure and number of SDN controllers and their optimal location in the communication network based on SDN/NFV, calculating reliability indicators, obtaining loss probabilities of streams and control messages as well as time delays for processing streams in SDN telecommunication equipment. Proposals on balancing the traffic load on SDN controllers of the communication network were also given.

The Effects of Telecommunication Service Quality Dimensions on Customer Satisfaction in Kathmandu Valley

Telecommunications have become a vital tool for the success of any business. The 21st-century telecommunication business has been described by hi-tech competition, which has brought attention to customer satisfaction. The study aimed to identify major influential dimensions that affect customer satisfaction. It was accompanied by a descriptive and causal research design and used a structured questionnaire as a survey instrument of the service quality (SERVQUAL) model. The population of this research covered all customers of the Telecommunication industry located at Kathmandu valley, and the sample considered 400 customers through convenience sampling techniques. The survey questionnaire was set in three sections with 38 questions of various types to collect data. The result showed a noteworthy strong positive relationship between service quality dimensions and customer satisfaction. It also revealed security was the major influential dimension of customer satisfaction, followed by tangibles, assurance, and empathy. The finding of the study helps all telecommunication industries to enhance service quality and develop a strategy to increase customer satisfaction and value. Hence, it infers that security, tangibles, assurance, and empathy increase the customer's satisfaction in telecommunications services. Overall service quality dimensions are commonly considered as crucial features of customer satisfaction.

Gauging Customer Expectation Over Mobile Cellular Services In Malaysia

This study focuses on the consumer experience of telecommunications service quality in Malaysia. Malaysia's penetration rate has gone over 100 percent, meaning that each person in Malaysia has at least one account registered with the telecommunications provider. Telecommunications industry competition is becoming fierce as there is a limited market available to share among the industry players. This study used a quantitative approach, using a questionnaire to collect data through random sampling. One hundred and fifty available respondents received, using SEM-PLS analysis. Results indicate that customers are more concerned with service quality and trust than brand image and price. Brand image and price did not impact consumer loyalty. One of the critical factors is that the facilities and packages provided are approximately the same price ranges for almost similar coverage areas. The service provider will use the outcome for their ongoing long-term plan.

Inequalities of opportunity in the access and use of telecommunication services in Togo

The liberalization of the telecommunications sector in Togo aimed at ensuring access to a better quality of telecommunication services at affordable prices to everyone. While the liberalization policy has increased competition in the sector and reduced significantly telecommunication services prices charged to costumers, statistics on the access and use of telecommunication services in Togo reveal disparities with respect to individuals' socio-economic characteristics which could be an indication of the existence of inequalities of opportunities in the access and use of these services.This paper investigates the inequalities of opportunity in the access and use of telecommunication services in Togo using a parametric approach. The results of estimations indicate that, inequalities of opportunities are larger for men and the elderly than respectively women and youths and are more pronounced in urban areas and regions such as the Plateaux and Savanna regions. Moreover, the circumstance variables such as the ‘place of residence’ and the ‘region’ are the key variables in explaining the inequalities of opportunities in the access and use of telecommunication services in Togo. So, policies toward reducing inequalities of opportunity in the access and use of telecommunication services in Togo should be designed with regards to men, the elderly, and people living in urban areas and regions such as the Plateaux and Savanna regions.

Using SERVIQUAL to investigate the quality of provided wireless communication services in UAE

PurposeThe purpose of this paper is to investigate the service quality of wireless telecommunication services in the UAE.Design/methodology/approachThis study uses the five dimensions of SERVQUAL instrumentation (reliability, assurance, tangibility, empathy and responsiveness) that are believed to represent service quality to approach a result of service quality level through comparing customers’ expectations to their perceptions. A SERVQUAL survey was constructed and distributed among a total number of 100 Etisalat users from four different age groups.FindingsThe results showed a significant difference between users’ expectations and the current level of quality of services in tangibility dimension of quality. The other variables were ranked in this order, assurance, reliability, responsiveness and empathy in service quality.Research limitations/implicationsThe research findings encompass individuals from society only and may not be practical to generalize the findings to business organizations or industries as they have special offers and packages designed for their nature of the study.Practical implicationsThis research is intensely valuable for Etisalat telecommunication company as it reflects and rates their service provided to the individuals of the society (citizens and residents) from five different critical dimensions. Consequently, it offers the firm the chance to improve the negative gaps in their services. Thus, higher customer satisfaction and loyalty.Originality/valueThis study demonstrated that a multi-cultural society could influence customers’ expectations and perceptions of service quality. The study results showed opposing expectations and perceptions to the same dimension from people of the same age group. The highest gaps were found to be in the tangibility and assurance dimensions whilst the lowest gap was found in the empathy dimension.

ШЛЯХИ ПІДВИЩЕННЯ КОНКУРЕНТОСПРОМОЖНОСТІ НА РИНКУ ТЕЛЕКОМУНІКАЦІЙНИХ ПОСЛУГ УКРАЇНИ

The article studies the theoretical background of the competitiveness management of telecommunications companies. The dependence of the mechanism for controlling the competitiveness of enterprises in the telecommunications services market on the quality of telecommunications services provided has been proved, provided that intangible resources are provided and modern digital technologies are used. The role of state regulation of information relations in society is determined and the model of state regulation of the telecommunication services market is improved. The problems of choosing the best way to provide services in the telecommunications market are investigated. A model for the functioning of this market is developed taking into account objective and subjective factors of the market environment. An economic mechanism is proposed to increase the competitiveness of subjects in the telecommunications services market, the operation of which is expected in the main strategic areas in accordance with modern tools..

A critical review of alternative measures of telecommunications service quality

PurposeThe purpose of this paper is to review the service quality (SQ) models established in various empirical studies conducted across the world specifically applied to telecommunications services.Design/methodology/approachThis paper examines different SQ models reported in the literature applicable to the telecommunications sector. The selected 29 studies were limited to empirical English studies based on survey data and statistical methods of analysis and having the SQ construct defined from the customers’ perspective.FindingsThe review of various SQ models in telecommunications revealed that the meaning of SQ may have some universal aspects, as demonstrated by the similarities in the underlying dimensions as proposed in different studies. This paper lends support to the contention that the dimensions of the telecommunications SQ construct and their importance vary with the cultural and country context. A proposed model for measuring telecommunications SQ was presented as a trial to extract the best of previous models.Research limitations/implicationsThis paper reviews only empirical studies based on survey data and statistical methods of analysis from 2001 to 2019.Practical implicationsThe paper indicates that a generic instrument for measurement of SQ or even one specifically developed for telecommunications may not be applicable in its original form for all cultural contexts. The development of a customized scale, such as a modified SERVQUAL for measuring the SQ for a particular cultural or country context at that particular time, is warranted.Originality/valueThe reported study describes and contrasts a large number of SQ measurement constructs and highlights the usage of dimensions.

A study of relationship between telecommunications service quality and customer satisfaction in the Nigerian technical and vocational education and training institutions

A study of relationship between telecommunications service quality and customer satisfaction in the Nigerian technical and vocational education and training institutions

PENGEMBANGAN KAWASAN INDUSTRI TELEMATIKA DALAM UPAYA MENDORONG DAYA SAING REGIONAL (KASUS KOTA CIMAHI)

The ICT industry is developing greatly because human dependency of information technology increases rapidly. In order to drive ICT industry competitiveness, well planned development should be carried out based on its vision. One of ICT industry cluster in Indonesia is in Cimahi City. The research objectives were to identify general characteristics of the ICT industry and its core competence, and also to acquire internal and external factors of competitiveness; and also to identify key factors that could be developed to drive regional competitiveness of ICT industry in Cimahi City. Primary data survey conducted to obtain information regarding (1) ICT industry characteristics, (2) core competence of ICT industry and (3) internal factor of competitiveness. Meanwhile, secondary data survey was conducted to obtain information regarding external factors of competitiveness. A prospective analysis was conducted to build a scenario in developing ICT industry cluster in Cimahi City. Research result showed that the core competence of ICT industry was animation, film and information system. Key factors to drive regional competitiveness of ICT industry cluster were (1) telecommunication service quality; (2) skilled labor availability; (3) responsiveness on change and innovation; (4) business ethics and (5) ICT industry regulation.