Intelligent Approach to Network Device Migration Planning towards Software-Defined IPv6 Networks

Internet and telecom service providers worldwide are facing financial sustainability issues in migrating their existing legacy IPv4 networking system due to backward compatibility issues with the latest generation networking paradigms viz. Internet protocol version 6 (IPv6) and software-defined networking (SDN). Bench marking of existing networking devices is required to identify their status whether the existing running devices are upgradable or need replacement to make them operable with SDN and IPv6 networking so that internet and telecom service providers can properly plan their network migration to optimize capital and operational expenditures for future sustainability. In this paper, we implement “adaptive neuro fuzzy inference system (ANFIS)”, a well-known intelligent approach for network device status identification to classify whether a network device is upgradable or requires replacement. Similarly, we establish a knowledge base (KB) system to store the information of device internetwork operating system (IoS)/firmware version, its SDN, and IPv6 support with end-of-life and end-of-support. For input to ANFIS, device performance metrics such as average CPU utilization, throughput, and memory capacity are retrieved and mapped with data from KB. We run the experiment with other well-known classification methods, for example, support vector machine (SVM), fine tree, and liner regression to compare performance results with ANFIS. The comparative results show that the ANFIS-based classification approach is more accurate and optimal than other methods. For service providers with a large number of network devices, this approach assists them to properly classify the device and make a decision for the smooth transitioning to SDN-enabled IPv6 networks.

Analysis of reasons for loss to follow up in a prospective study in Chandigarh, India and impact from telecom changes

Objective Mobile phones are used in research studies, to enroll and follow-up participants, collect data, and implement mHealth initiatives. We conducted a longitudinal study in a birth cohort, where infants were required to make four scheduled visits by 12 months of age. Families of those failing to attend scheduled follow-up visits, were contacted telephonically to ascertain the reasons, which were categorized as: not interested to continue participating, migrated, phone disconnected due to telecom change, or other reason. Results A total of 413 mother-infant dyads were enrolled. The overall attrition was 56%, with majority occurring at the first follow-up visit. This temporally coincided with a telecom service provider announcing strong incentives to switch providers. Attrition monotonically decreased at subsequent visits. The reasons were: moved away (13%), no longer interested (8%), phone disconnected (7%), and multiple other reasons (28%), the majority of whom had unreachable phones. Those who remained in the study and those lost to follow-up were similar on most demographic variables. Among common reasons for attrition in cohort studies, we experienced a new dimension introduced by telecom changes. These findings underscore the need to consider unexpected reasons for attrition in longitudinal studies, and design more robust methods to follow-up participants.

Determining the role of service quality, trust and commitment to customer loyalty for telecom service users: a PLS-SEM approach

PurposeThe purpose of this paper is to determine the role of service quality (SQ), trust and commitment to customer loyalty (CL) for telecom service users. Further, the moderating role of gender, marital status and connection type within the model was tested.Design/methodology/approachA measurement model was created based on valid 615 responses from Indian TSUs for SQ, trust, commitment and loyalty with the help of partial least squares structural equation modeling (PLS-SEM). Multi-group analysis (MGA) was conducted to understand the moderating effect of marital status, gender and connection type within the model.FindingsThe results suggest that, out of five dimensions of SQ, only responsiveness, assurance and empathy have a significant positive relationship with both commitment and trust. Tangibility has a significant positive relationship with trust only. Both commitment and trust have a significant impact on loyalty. It was noticed that both commitment and trust act as mediators between three SQ dimensions (assurance, empathy and responsiveness) and CL. MGA revealed that empathy and responsiveness positively induce trust in telecom users who are single. Whereas, assurance increases commitment toward telecom service providers in married users. Assurance and empathy significantly contribute toward commitment and trust, respectively, in male users as compared to females. Empathy was found important for postpaid users for trust-building, whereas trust was found to be more important for prepaid users to stay loyal to the service provider.Originality/valueThis article contributes toward understanding the role of SQ, trust and commitment to CL moderated by marital status, gender and connection type in an integrated model concerning telecom service.

Examining the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda

This paper aims to examine the impact of mobile telecom service characteristics on consumer satisfaction in urban Uganda, using a Servqual model. The association between customer satisfaction level and service quality characteristics has been tested with a regression analysis. In this study, assurance as a Servqual dimension has been substituted with tariffs to exhibit its effect on customers’ satisfaction levels. Findings verified that some of the Servqual dimensions including reliability, empathy, and responsiveness have been positively affecting the customer satisfaction level in the Ugandan context. The study also demonstrated that the prices of products and services of telecom companies were not the major concerns for telecom consumers in Uganda. The study, finally, provides some practical guidelines to managers of telecom companies as well as hinting out which Servqual dimensions are valued most by customers in Uganda.

Impacts of Binge-Watching on Netflix during the COVID-19 pandemic

PurposeThe purpose of the study is to dive into various binge-watching habits of Netflix users amidst the COVID-19 pandemic. Consumers find themselves amidst the COVID-19 lockdown with more free time to indulge in these viewing habits. This study investigates motivational factors, amount of media consumption and negative attributes associated with binge-watching on Netflix during the COVID-19 outbreak.Design/methodology/approachThis study has employed an exploratory research design and obtained primary data via an online survey using a semistructured questionnaire. Convenience sampling has been used to choose a sample (n = 105) of Netflix binge-watchers during the COVID-19 pandemic. Both sample selection and survey administration have been done through social media messaging services owing to the COVID-19 lockdown measures.FindingsThe results indicate that most of the respondents use smartphones for binge-watching on Netflix. Moreover, they have expressed that a wide range of shows available on Netflix incline them to engage in marathon viewing. However, the respondents spend just over 70 h per month binge-watching on Netflix. Finally, the majority of respondents have flagged “one more episode” syndrome as the most challenging aspect of being marathon viewers on Netflix during the COVID-19 pandemic.Originality/valueThis is one of the few papers to exclusively focus on the impacts of binge-watching on Netflix during the COVID-19 pandemic. The findings will originate the value with novelty and important implications to the Netflix consumers, telecom service providers and payment gateways.

Implementing Artificial Intelligence in CDR & Links Failure in Telecom Technology

This Paper is about implementing Machine Language Technology in Important day to day operations of Telecom Industry. CDR (Call Details Record) is one of the Primary Operations of Telecom service Provider for Charging Monthly Expenses to the Subscribers.Implementing AI in Telecom Links Failure is another Agenda of this Paper.

Comparative Analysis of Customer Satisfaction of Telecom Service Providers in Haryana

Objective of the study is to make a comparative analysis of customer satisfaction of different Telecom Service Providers in Haryana along with identification of factors which influence customer satisfaction. After completing extensive literature review, eight attributes namely ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’, ‘reliability’, ‘promptness of response’, ‘it delivers promises, it makes’, ‘availability’ and ‘network’ are identified influencing customers satisfaction. Survey method was adopted for the study. 250 respondents of different TSP’s covering all Telecom Districts in Haryana. SPSS 21.0 was applied for analysis of the collected data. Statistical tools namely Descriptive Analysis, Frequency Analysis, Cross-Tabs Analysis and One Way ANOVA were used in the research study. After systematic analysis and findings of the study, it is found that highest percentage of respondents are satisfied with the attributes namely ‘attractive offers’, ‘mobile provider being friendly’, ‘availability’ and ‘network’ of Airtel along with ‘reliability’ and ‘it delivers promises, it makes’ of Vodafone-Idea, ‘promptness of response’ of BSNL and ‘using advanced technology’ of Reliance-Jio. It is also revealed from the study that Airtel is required to improve ‘reliability’ and ‘availability’ of its mobile networks. Vodafone-Idea needs to improve upon the attributes ‘attractive offers’, ‘using advanced technology’, ‘mobile provider being friendly’ and ‘network’. BSNL may further improve ‘promptness of response’ and Reliance-Jio needs to show improvement about ‘it delivers promises, it makes’. It is concluded from the research study that services of Airtel are preferred by maximum percentage of respondents.

Developing an Improved ITSM Framework for Ethio Telecom

Abstract—Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. Hence, developing an improved and customized ITSM framework to manage the various IT services delivered by the IT service provider is important.To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction. Design science research methodology was employed to design and develop the ITSM framework. Furthermore, a qualitative research approach was followed to gather and analyze the primary data. Semi-structured interviews, observation, and document analysis were employed to collect different kinds of data. Also, thematic analysis was used to analyze the data that was collected from the respondents. A triangulation technique was applied to keep the validity and reliability of the research study. The findings of the research revealed that the existing ITSM practice did not address the needs of the organization. Finally, a new ITSL framework was proposed by incorporating the needs of the organization and demonstrated to selected respondents after passing through rigorous design, development, and evaluation stages. The proposed framework was evaluated by various IT staff through validated evaluation models. Consequently, the evaluation result disclosed that the proposed framework can help to improve the current ITSM practice of the company by maximizing the quality of IT services and customer satisfaction.

5G Technology

5G is almost around the corner. 5G as a buzzword has been knocking on our doors for some time now sans a lot of action on the ground. However, that’s about to change as the Department of Telecom (DOT) recently approved applications from Telecom Service Providers (TSPs) to conduct trials for the use and application of 5G technology. While field trials begin here in India, 5G as a technology has been commercially available in just over 50 countries such as France, South Korea, the US, etc. for a few years and there are valuable lessons that we can take from launches, successes, and failures in these markets. Indian operators could learn from their counterparts’ experience and avoid or rather not repeat the same mistake which their counterparts might have made.Let’s take the case of 5G in France that has been commercially available since November 2020. A recent study done by us showed that there exists a gap in the quality of experience delivered by TSPs on 5G. The study was the first of its kind, measured experience on real devices placed in actual customer locations across nine major French cities. It revealed that while the incumbent operator provided average speeds of 146 Mbps, the newer operator is left far behind at 28 Mbps, which is a speed one would expect on 4G. These discrepancies between operators could be a result of different deployment strategies.Such discrepancies can be problematic as they finally impact end customers. And in today’s time when the nation is grappling a devastating second wave of the Covid-19 pandemic, providing seamless digital experience so that digital applications ranging from education and work to entertainment and dining can continue remotely.

Developing an Improved ITSM Framework for Ethio Telecom

Telecom service providers are engaged exhaustively in providing various kinds of IT services for their customers. These IT services should be customer-oriented, and quality-based to be competitive in the market. To this end, organizations should manage their IT services effectively and efficiently by introducing various Information Technology Service Management (ITSM) mechanisms. However, improving or developing optimal ITSM mechanisms is a subject of great concern that needs further investigation academically. To the best of the researcher’s knowledge, little or no research has been conducted to design and develop ITSM frameworks for the telecom sector in Ethiopia. Previous studies focused on the implementation, adoption, tailoring, and system or model development for selected ITSM processes within the Ethiopian context. Ethio telecom (ET), the sole telecom service provider of Ethiopia, has a gap in the existing ITSM practices. Hence, this research study intends to investigate the current ITSM practice of Ethio telecom and propose an ITSM framework based on ITIL best practices that ensures the quality of IT services and improve customer satisfaction.