Impact of telecommunication service quality in bangladesh on online education during covid-19

Abstract

The pandemic situation due to covid-19 has disrupted routine activities such as attending classes physically in educational institutions, which insisted on moving towards online education with the help of advent and increased uses of new telecommunication services. Service quality is the prerequisite for customer satisfaction. Service quality assessment is crucial to ensure increased customer satisfaction in any service. Typically, it is not easy to evaluate service quality because of opacity in the information, and incompleteness characteristics of problems. With the collected data through an online survey, this study aims to analyze the facts that influence the students’ perception regarding the impact of telecommunication service quality on online education during the pandemic situation. Initially, some relevant criteria are derived from literature reviews. The proposed model is exerted to evaluate the quality of the online education and telecommunication service in Bangladesh during the covid-19 pandemic with the participation of 350 students answering 39 questions. The collected data is analyzed to assess the current state of service quality by evaluating the students’ satisfaction using the entropy technique. The findings of the study suggest that the online education system in Bangladesh is not interactive enough, and the telecommunication service quality here is not sufficient for this purpose. Telecommunication challenges such as poor network quality, overpricing structure of telecommunication services and slow connection speed must be resolved to ensure satisfactory quality of online education.