The Indian Telecommunications Industry: Awareness about telecom in users and their assessment of affordability of telecom services.
Keywords:
Telecom Policy Regulation Awareness Affordability DoT, TRAI
Abstract
It has been 25 years since India announced its first telecom policy called the National Telecom Policy in 1994. Since then the Indian Telecommunications Industry has witnessed tremendous growth. At a teledensity of 89.92% (May 2019), it is the second largest telecom market in the world. The policy maker (DoT)[1] and the regulator (TRAI)[2] have taken several initiatives to achieve the vision of “secure, reliable, affordable and high-quality converged telecommunication services anytime, anywhere”. TRAI also drives an objective of creating increased level of awareness about telecom among the Indian subscribers. Through a structured survey and analysis of data thus collected, this study presents an objective assessment of awareness about TRAI and DoT and affordability of telecom services among Indian subscriber. The study further analyses the relationship between user’s awareness and their assessment of affordability of telecom users. We found half of the surveyed users aware of DoT. But more than half were aware of TRAI and about Indian governments vision for telecommunications. 85% of survey respondents find telecom services affordable, however the level of affordability varies across gender, age group and educational qualification. Female users find telecom services less affordable compared to male. This defeats the objective of equal access and the Indian government’s vision of telecom for all. Since our regression analysis indicated that awareness influences user’s assessment of affordability, it is recommended that TRAI and DoT take actions to increase the level of awareness about telecom among users. This will help in furthering the objective of affordability where uses may choose services based on their level of affordability. In addition affordability of female users can be addressed through customized tariff plan and schemes.
[1] DoT: Department of Telecommunications, India
[2] TRAI: Telecom Regulatory Authority of India
References
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Kar, S., & Gupta, M.P. (2017). Telecommunications Infrastructure: Using Statistical Analysis to Identify Significant Factors and to Design Policies for Indian Smart Cities. International Journal of Engineering Technology Science and Research, 4(8).
Katz. R, L. (2009). The Economic and Social Impact of Telecommunications Output: A Theoretical Framework and Empirical Evidence for Spain. Intereconomics, January/February 2009. DOI: 10.1007/s10272-009-0276-0
Khan, D. (2019, May). Airtel scraps low-valued postpaid plans to improve ARPU, boost profitability. Available at https://telecom.economictimes.indiatimes.com/news/airtel-discontinues-low-value-postpaid-plans-to-boost-profitability/69307995
Kunigami. A, M., & Sabater. J, V. (2010). Options to Increase Access to Telecommunications Services in Rural and Low‐Income Areas. World Bank working paper no. 178.
LI, W., & XU, L.C. (2004). The impact of privatization and competition in the telecommunications sector around the world. Journal of Law and Economics, XLVII, 0022-2186/2004/4702-000X$01.50.
Market Pulse, 2011. (2011). A market pulse research report on u.p west July – September, 2011. Available at https://main.trai.gov.in/sites/default/files/UPW%20Survey%20Report%20jul%20sep%20%202011.pdf
Melody, W. H. (1999). Telecom reform: progress and prospects. Telecommunications Policy, 23(1), 7-34. doi.org/10.1016/S0308-5961(98)00073-1
Milne, C. (2006). Telecoms demand: measures for improving demand in developing countries – a toolkit for action. Virginia: George Mason University; 2006. Main Report (World Dialogue on Regulation).
Mohamad, A.B., Evi, D.O., & Nur, A.B. (2018). A review on sample size determination for Cronbach’s alpha test: a simple guide for researchers. Malays J Med Sci. 2018, 25(6):85–99. https://doi.org/10.21315/mjms2018.25.6.9
Niëns, L.M., & Brouwer, W.B.F. (2012). Measuring the affordability of medicines: Importance and challenges. Health Policy, 112 (2013) 45– 52. http://dx.doi.org/10.1016/j.healthpol.2013.05.018.)
Noam, E. M. (2010). Regulation 3.0 for Telecom3.0. Telecommunications Policy, 34 (1-2), 4–10. doi: 10.1016/j.telpol.2009.11.004.
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Santos, J.R.A. (1999). Cronbach's Alpha: A Tool for Assessing the Reliability of Scales. Journal of Extension, 37 (2).
SG Analtics, 2016. (2016, August). Why customers may dump a telecom operator for a new one. Available online at https://www.sganalytics.com/blog/telecom-customer-survey-2016/
Symeou, P.C., & Pollitt, M.G. (2007). Telecommunications in small economies: the impact of liberalization and alternative technologies on universal service. Working Paper Series 19/2007, Judge Business School.
Tandon, S. (2019, July). Airtel, Vodafone Idea focus on high revenue customers. Available at https://www.financialexpress.com/industry/airtel-vodafone-idea-focus-on-higher-arpu-customers/1626585/
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TheWire 2018. (, 2018, September). Women Constitute Only 17.4% of Mobile Subscribers in India: DoT Data. Available at https://thewire.in/tech/women-mobile-subscriptions-india-department-of-telecom
Thillairajan, A., Mahalingam, A., & Deep, A. (2013). Impact of private-sector involvement on access and quality of service in electricity, telecom, and water supply sectors: a systematic review of the evidence in developing countries. London: EPPI-Centre, Social Science Research Unit, Institute of Education, University of London. ISBN: 978-1-907345-59-3
TRAI, 2010. (2010). Quality of Service Assessment Report of survey for Basic (Wireline), Cellular Mobile (Wireless) & Broadband Services for Andhra Pradesh Circle. Available at https://main.trai.gov.in/sites/default/files/AP_Survey_2010_JAN_MAR.pdf
TRAI, 2017. (2017). A Twenty Year Odyssey 1997-2017.
TRAI, 2018. (2018). TRAI conducts 'Consumer Outreach Programme (COP)' on 03.08.2018 at Noida (UP). Information Note to the Press [Press Release No. 8'1 /2018. Available at https://main.trai.gov.in/sites/default/files/PRNo8907082018.pdf
TUV, 2006. (2006). Report on quality of service & customer satisfaction survey (Quarter July 2006 to Sep. 2006). Available at https://main.trai.gov.in/sites/default/files/TUVreport.pdf
Wagstaff, A., & Van Doorslaer E (2001). Paying for health care: quantifying fairness, catastrophe, and impoverishment, with applications to Vietnam, 1993–98. The World Bank 2001;1. Washington.
Wagstaff, A., & Van Doorslaer E. (2003). Catastrophe and impoverishment in paying for health care: with applications to Vietnam 1993-1998.Health Economics 2003;12:921–34.)
Wallsten, S. J. (1999). An Empirical Analysis of Competition, Privatization, and Regulation in Telecommunications Markets in Africa and Latin America (World Bank Policy Research Working Paper No. 2136). Retrieved from https://ssrn.com/abstract=614956
Akkaya, D. T., Ayşe Akyol, A. & Şimşek, G. G. (2017). The effect of consumer perceptions on their attitude, behavior and purchase intention in social media advertising. Marmara Üniversitesi İktisadi ve İdari Bilimler Dergisi, 39 (II), ISSN: 2149-1844, 361-388. DOI: 10.14780/muiibd.384073
Andrés, L., Cuberes, D., & Diouf, M.A. (2008). The Diffusion of Internet: A Cross-Country Analysis (The World Bank, MPRA Paper No. 8433).
Bomsel, O., Cave, M., Blanc, G. L., & Neumann, K.H. (2003). How mobile termination charges shape the dynamics of the telecom sector (Final report, CERNA, University of Warwick). Retrieved from http://citeseerx.ist.psu.edu/viewdoc/download? doi=10.1.1.202.1438&rep=rep1&type=pdf
Bouckaert, J., Dijk, T., & Verboven, F. 2010. Access regulation, competition, and broadband penetration: An international study. Telecommunications Policy, 34(11), 661–671. doi: 10.1016/j.telpol.2010.09.001
BQ, 2019a. (2019, August). Q1 Results: Bharti Airtel’s Biggest Loss Since Listing Masks Business Recovery. Available at https://www.bloombergquint.com/quarterly-earnings/q1-results-bharti-airtel-slips-into-loss-even-as-arpu-continues-to-rise
Chinedu, C. (2008). Environmental education awareness of attitudes of secondary school students in Owerri Education Zone, Imo state. Unpublished M. ED. Thesis of the Department of Science Education, UNN
Cochran, W.G. 1977. Sampling Techniques. John Wiley and Sons, New York
CUTS (2016). (2016). IIT Delhi, Mobile Internet Services in India: Quality of Service, CUTS, Jaipur. Available at http://www.iitd.ac.in/research/IITD/1615_QoS_Report_CUTS_IIT.pdf
David, D. (2015). Affordability of utilizes services: extent, practice and policy. Centre on Regulation in Europe, Research Paper 1: Affordability Metrics).
Dretske, F. (2006). Perception without awareness. In Tamar Szabo Gendler ´& John Hawthorne (Eds.), Perceptual experience (pp. 147–180). Oxford: Clarendon Press
ET 2019a. (2019, July). BSNL FY19 loss at over Rs 14,000 crore: Govt. Available at https://economictimes.indiatimes.com/markets/stocks/earnings/bsnl-fy19-loss-at-over-rs-14000-crore-govt/articleshow/70059516.cms
ET 2018. (2018, November). TRAI pulls up Airtel, Vodafone-Idea on minimum recharge plans. Available at https://economictimes.indiatimes.com/industry/telecom/telecom-news/trai-frowns-at-telcos-threatening-to-snap-services-despite-sufficient-pre-paid-balance/articleshow/66848480.cms?from=mdr
Fankhauser, S., & Tepic. S. (2005). Can poor consumers pay for energy and water? An affordability analysis for transition countries. Working paper No. 92 . European Bank for Reconstruction and Development).
Gan, Q., & Hill, R. J. (2008). Measuring Housing Affordability: Looking Beyond the Median. School of Economics Discussion Paper: 2008/09. School of Economics Australian School of Business UNSW Sydney NSW 2052 Australia.).
Gruber, H., & Koutroumpis, P. (2012). Competition enhancing regulation and diffusion of innovation: the case of broadband networks. Journal of Regulatory Economics, 43(2), 168–195. https://doi.org/10.1007/s11149-012-9205-4]
Hassan, A. O. (2011). Telecommunications Reform and Effects of Competition on Availability, Quality and Cost of Services in Nigeria. Public Policy and Administration Research. ISSN 2224-5731(Paper) ISSN 2225-0972(Online),1 (3).
Hou, C., & Phusit, W. (2014). The Relationship Among Brand Awareness, Brand Image, Perceived Quality, Brand Trust, Brand Loyalty and Brand Equity of Customer In China's Antivirus Software Industry. Journal of Business Research. University of the Thai Chamber of Commerce, Thailand.
Hughes, M. & Fernandez-Duque, D. (2010). Knowledge influences perception: Evidence from the Ebbinghaus illusion. Journal of Vision, 10(7), 954-954a doi:10.1167/10.7.954.
Irvin. R. (1985). Perception and knowledge. Acta Psychologica, 59(1), 3-22. https://doi.org/10.1016/0001-6918(85)90039-3
ITU 2002. (2002). Competition policy in telecommunications. International Telecommunication Union workshop on competition policy in telecommunications Document: CPT/04 18 November 2002, Geneva, 20 - 22 November 2002
ITU 2015. (2015). Security in Telecommunications and Information Technology Security in Telecommunications and Information Technology An overview of issues and the deployment of existing ITU-T Recommendations for secure Telecommunications An overview of issues and the deployment of existing ITU-T Recommendations for secure telecommunications.
ITU 2018b. (2018). ITU Workshop on Telecommunications Service Quality Regulatory Frameworks and Experience-Driven Networking. Geneva, Switzerland. Available at https://www.itu.int/en/ITU-T/Workshops-and-Seminars/qos/201811/Documents/S1P1-prado-report.pdf.
ITU 2018c. (2018). Global ICT Reglatory Outlook 2018. ITU Publications, Geneva.
ITU, 2018a. (2018). ICT Regulatory Tracker. Available at https://www.itu.int/net4/itu-d/irt/#/tracker-by-country/regulatory-tracker/2018
Jones and Suh, 2000; Yi and La, 2004 (As quoted in Ojo, Olu. (2010)). The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence from Nigeria. BRAND: Broad Research in Accounting, Negotiation, and Distribution.
Kar, S., & Gupta, M.P. (2017). Telecommunications Infrastructure: Using Statistical Analysis to Identify Significant Factors and to Design Policies for Indian Smart Cities. International Journal of Engineering Technology Science and Research, 4(8).
Katz. R, L. (2009). The Economic and Social Impact of Telecommunications Output: A Theoretical Framework and Empirical Evidence for Spain. Intereconomics, January/February 2009. DOI: 10.1007/s10272-009-0276-0
Khan, D. (2019, May). Airtel scraps low-valued postpaid plans to improve ARPU, boost profitability. Available at https://telecom.economictimes.indiatimes.com/news/airtel-discontinues-low-value-postpaid-plans-to-boost-profitability/69307995
Kunigami. A, M., & Sabater. J, V. (2010). Options to Increase Access to Telecommunications Services in Rural and Low‐Income Areas. World Bank working paper no. 178.
LI, W., & XU, L.C. (2004). The impact of privatization and competition in the telecommunications sector around the world. Journal of Law and Economics, XLVII, 0022-2186/2004/4702-000X$01.50.
Market Pulse, 2011. (2011). A market pulse research report on u.p west July – September, 2011. Available at https://main.trai.gov.in/sites/default/files/UPW%20Survey%20Report%20jul%20sep%20%202011.pdf
Melody, W. H. (1999). Telecom reform: progress and prospects. Telecommunications Policy, 23(1), 7-34. doi.org/10.1016/S0308-5961(98)00073-1
Milne, C. (2006). Telecoms demand: measures for improving demand in developing countries – a toolkit for action. Virginia: George Mason University; 2006. Main Report (World Dialogue on Regulation).
Mohamad, A.B., Evi, D.O., & Nur, A.B. (2018). A review on sample size determination for Cronbach’s alpha test: a simple guide for researchers. Malays J Med Sci. 2018, 25(6):85–99. https://doi.org/10.21315/mjms2018.25.6.9
Niëns, L.M., & Brouwer, W.B.F. (2012). Measuring the affordability of medicines: Importance and challenges. Health Policy, 112 (2013) 45– 52. http://dx.doi.org/10.1016/j.healthpol.2013.05.018.)
Noam, E. M. (2010). Regulation 3.0 for Telecom3.0. Telecommunications Policy, 34 (1-2), 4–10. doi: 10.1016/j.telpol.2009.11.004.
OECD, 2008. (2008). Enhancing competition in telecommunications: protecting and empowering consumers. Ministerial Background Report).
Onukogu. S. C., Ugwuanyi P. N. & Adiaha M. S. (2018). Level of awareness, perception and attitude of senior secondary school students towards water in Chanchanga Local Government Area, Niger state. World Scientific News, 105 (2018), 74-98.
PTI, 2019a. (2019, February). MTNL Q3 standalone loss widens to Rs 832 crore, total expense rises. Available at https://www.business-standard.com/article/pti-stories/mtnl-s-dec-quarter-loss-widens-to-rs-832-26-cr-119021401216_1.html
Roller, L.H., & L. Waverman. (2001). Telecommunications infrastructure and economic development: A simultaneous approach. American. Economic Review, 91 (4): 909-923.
Santos, J.R.A. (1999). Cronbach's Alpha: A Tool for Assessing the Reliability of Scales. Journal of Extension, 37 (2).
SG Analtics, 2016. (2016, August). Why customers may dump a telecom operator for a new one. Available online at https://www.sganalytics.com/blog/telecom-customer-survey-2016/
Symeou, P.C., & Pollitt, M.G. (2007). Telecommunications in small economies: the impact of liberalization and alternative technologies on universal service. Working Paper Series 19/2007, Judge Business School.
Tandon, S. (2019, July). Airtel, Vodafone Idea focus on high revenue customers. Available at https://www.financialexpress.com/industry/airtel-vodafone-idea-focus-on-higher-arpu-customers/1626585/
Telecommunication Regulation Handbook, 2011. (2011). Telecommunications Regulation Handbook Tenth Anniversary Edition. The International Bank for Reconstruction and Development / The World Bank, InfoDev, and The International Telecommunication Union
TheWire 2018. (, 2018, September). Women Constitute Only 17.4% of Mobile Subscribers in India: DoT Data. Available at https://thewire.in/tech/women-mobile-subscriptions-india-department-of-telecom
Thillairajan, A., Mahalingam, A., & Deep, A. (2013). Impact of private-sector involvement on access and quality of service in electricity, telecom, and water supply sectors: a systematic review of the evidence in developing countries. London: EPPI-Centre, Social Science Research Unit, Institute of Education, University of London. ISBN: 978-1-907345-59-3
TRAI, 2010. (2010). Quality of Service Assessment Report of survey for Basic (Wireline), Cellular Mobile (Wireless) & Broadband Services for Andhra Pradesh Circle. Available at https://main.trai.gov.in/sites/default/files/AP_Survey_2010_JAN_MAR.pdf
TRAI, 2017. (2017). A Twenty Year Odyssey 1997-2017.
TRAI, 2018. (2018). TRAI conducts 'Consumer Outreach Programme (COP)' on 03.08.2018 at Noida (UP). Information Note to the Press [Press Release No. 8'1 /2018. Available at https://main.trai.gov.in/sites/default/files/PRNo8907082018.pdf
TUV, 2006. (2006). Report on quality of service & customer satisfaction survey (Quarter July 2006 to Sep. 2006). Available at https://main.trai.gov.in/sites/default/files/TUVreport.pdf
Wagstaff, A., & Van Doorslaer E (2001). Paying for health care: quantifying fairness, catastrophe, and impoverishment, with applications to Vietnam, 1993–98. The World Bank 2001;1. Washington.
Wagstaff, A., & Van Doorslaer E. (2003). Catastrophe and impoverishment in paying for health care: with applications to Vietnam 1993-1998.Health Economics 2003;12:921–34.)
Wallsten, S. J. (1999). An Empirical Analysis of Competition, Privatization, and Regulation in Telecommunications Markets in Africa and Latin America (World Bank Policy Research Working Paper No. 2136). Retrieved from https://ssrn.com/abstract=614956