An Optimal Benchmarking Technique to Improve Quality of Experience in 4G Indian Public Telecom Sector for Better Network Penetration and Fair Service Pricing

Abstract

Introduction: This paper provides a comprehensive study on India’s top public and private 4G Telecommunications Network providers with respect to their performance on 7 key service Quality of Experience (QoE) metrics - Video, Voice app, Gaming, Download speed, Upload speed, Availability and Coverage experiences.
Method: A sophisticated mathematical technique, Data Envelopment Analysis (DEA) and its slack based measure (SBM) is used to analyse the data.
Results: The results show that the three private sector providers perform on par, with only public sector provider, BSNL, needing improvement in 6 out of 7 key QoE metrics.
Conclusion: Optimal and realistic targets are set, for BNSL to perform at the level of Airtel, Jio and Vi, thereby ensuring improved network penetration and fair service pricing for customers.