Modeling the Barriers of Indian Telecom Services Using ISM and MICMAC Approach

Purpose The purpose of this paper is to identify the potential barriers of telecom services and develop relationships among them using interpretive structural modeling (ISM) in the Indian telecom sector. Further, this paper intends to find the driving and dependence powers of telecom barriers, using MICMAC (Matriced' Impacts Croise′s Multiplication Applique′ea′un Classement) analysis. Design/methodology/approach A group of experts from telecom sector and academia was consulted and the ISM was used to develop the contextual relationship among identified barriers of telecom services. The results of ISM are used as an input to MICMAC analysis, to further classify identified barriers based on their driving and dependence powers. Findings This paper has identified 11 barriers of telecom services from the literature review and opinion of experts, and a contextual relationship model was developed using the ISM technique. The paper further studied barriers based on their driving and dependence powers using MICMAC analysis that classifies them into four clusters. The results identified the barriers such as “lack of adequate investment in infrastructure expansion”, “interference of private operators”, “legal and regulatory issues”, “lack of maintenance culture” and “lack of financial resources and high cost” as strategic-level barriers that, if dealt with carefully, can help overcome the effect of other barriers preventing the effective performance of the Indian telecom sector. Research limitations/implications Although, there are a number of barriers that affect the performance of telecom services, existing theories, models and frameworks have focused on identification of factors, their implementation and benefits, and thus, these theories lack a holistic view in understanding those barriers which hinder the performance of the telecom sector. Top-managers and policymakers need to be more concerned about these barriers so that the performance of the Indian telecom sector could be improved. Originality/value A thorough literature review has revealed that no such study has been undertaken that provides any clear understanding of the barriers of telecom services, linkages between them and hierarchical relationships among the barriers.

[1]  Virgilio Cruz-Machado,et al.  Using interpretive structural modelling to identify and rank performance measures: An application in the automotive supply chain , 2013 .

[2]  T. J. Gerpott,et al.  Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market , 2001 .

[3]  Moon-Koo Kim,et al.  The effects of customer satisfaction and switching barrier on customer loyalty in Korean mobile telecommunication services , 2004 .

[4]  Ian Selwood,et al.  ICT in education around the world: trends, problems and prospects , 2000 .

[5]  Shu-Ching Chen.  Customer value and customer loyalty: Is competition a missing link? , 2015 .

[6]  Jeff Hoi Yan Yeung,et al.  Current progress of e-commerce adoption: small and medium enterprises in Hong Kong , 2003, CACM.

[7]  Jamshed Siddiqui,et al.  A Review of TQM and IT Research in the ICT Industry: An Agenda for Future , 2014 .

[8]  Raffaello Balocco,et al.  Mobile internet and SMEs: a focus on the adoption , 2009, Ind. Manag. Data Syst..

[9]  Carmen Berné,et al.  The effect of ICT on relationship enhancement and performance in tourism channels , 2015 .

[10]  Faisal Talib,et al.  An Interpretive Structural Modeling for Sustainable Healthcare Quality Dimensions in Hospital Services , 2015 .

[11]  Jamie D. Collins,et al.  Home Country Institutions as Predictors of FDI in India , 2008 .

[12]  D. Panda,et al.  Resource based view of internationalization: evidence from Indian commercial banks , 2016 .

[13]  Habib Ullah Khan,et al.  An Analysis of the Barriers to the Proliferation of M-Commerce in Qatar: A Relationship Modeling Approach , 2015, J. Syst. Inf. Technol..

[14]  Philip Howard,et al.  Information and Communication Technology for Development , 2011 .

[15]  S. Mendonça,et al.  Inequality in the network society , 2015 .

[16]  Siba Sankar Mahapatra,et al.  Evaluating medical tourism enablers with interpretive structural modeling , 2013 .

[17]  Keng-Boon Ooi,et al.  An SEM-artificial-neural-network analysis of the relationships between SERVPERF, customer satisfaction and loyalty among low-cost and full-service airline , 2015, Expert Syst. Appl..

[18]  Nkoyo Edem,et al.  Adoption of information and communication technology (ICT) in academic libraries: A strategy for library networking in Nigeria , 2005, Electron. Libr..

[19]  Junaidah Hashim.  Information Communication Technology (ICT) Adoption Among SME Owners in Malaysia , 2007 .

[20]  Shivraj Kanungo,et al.  Modeling Enablers for Successful KM Implementation , 2007, 2007 40th Annual Hawaii International Conference on System Sciences (HICSS'07).

[21]  Pedro M. García-Villaverde,et al.  Ways to improve pioneer new ventures' performance in the ICT industry , 2011 .

[22]  Ian Murray,et al.  ICT skills and employability needs at the LIS programme Kuwait: a literature review , 2011 .

[23]  S. Schvaneveldt,et al.  Affect versus Cognition in the Chain from Perceived Quality to Customer Loyalty: The Roles of Product Beliefs and Experience , 2014 .

[24]  Derek H.T. Walker,et al.  INFORMATION COMMUNICATION TECHNOLOGY (ICT) IMPLEMENTATION CONSTRAINTS: A CONSTRUCTION INDUSTRY PERSPECTIVE , 2006 .

[25]  Marjorie B. Platt,et al.  Risks to auto sector recovery: bankruptcies of auto suppliers in East Asia and the USA , 2013 .

[26]  Faisal Talib,et al.  An Interpretive Structural Modelling (ISM) Approach for Modelling the Practices of Total Quality Management in Service Sector , 2011 .

[27]  M. Hsieh,et al.  Impact of leader adaptability on organizational change and adaptation: the case of Savecom Communication , 2015 .

[28]  Yaseen,et al.  Exploring Critical Determinants in Deploying Mobile Commerce Technology , 2012 .

[29]  Kalu Ebi,et al.  MAINTENANCE CULTURE AND SUSTAINABLE ECONOMIC DEVELOPMENT IN NIGERIA: ISSUES, PROBLEMS AND PROSPECTS , 2014 .

[30]  B. A. Farbey,et al.  Structural Models: An Introduction to the Theory of Directed Graphs , 1966 .

[31]  Francisco J. Proenza.  The Road to Broadband Development in Developing Countries Is through Competition Driven by Wireless and Internet Telephony , 2007 .

[32]  M. Setiawan,et al.  The Role of Customer Value on Satisfaction and Loyalty ( Study on Hypermart ’ s Customers ) , 2013 .

[33]  D. Jeyathilagar,et al.  The IEQMS model for augmenting quality in engineering institutions – an interpretive structural modelling approach , 2016 .

[34]  K. Govindan,et al.  Analysis of third party reverse logistics provider using interpretive structural modeling , 2012 .

[35]  Yong Geng,et al.  An ISM approach for the barrier analysis in implementing green supply chain management , 2013 .

[36]  Farid Asgari,et al.  Creating a climate and culture for sustainable organizational change , 2016 .

[37]  A. Scupola,et al.  The Adoption of Internet Commerce by SMEs in the South of Italy: An Environmental, Technological and Organizational Perspective , 2003 .

[38]  Rıfat Kamaşak,et al.  THE RELATIONSHIP BETWEEN KNOWLEDGE ASSETS AND ORGANIZATIONAL STRATEGY DEVELOPMENT , 2010 .

[39]  Paul Beynon-Davies,et al.  Ebusiness barriers to growth within the SME sector , 2003, J. Syst. Inf. Technol..

[40]  Masoumeh Feyz Abadi,et al.  ScienceDirect International Conference on Accounting Studies 2014 , ICAS 2014 , 18-19 August 2014 , Kuala Lumpur , Malaysia Impact of service quality , trust and perceived value on customer loyalty in Malaysia services industries , 2015 .

[41]  K. Schoepp.  Barriers to Technology Integration in a Technology-Rich Environment , 2005 .

[42]  A. Khatibi,et al.  E-commerce in Malaysia: Perceived Benefits and Barriers , 2003 .

[43]  Ali H. Diabat,et al.  Integrated fuzzy multi criteria decision making method and multi-objective programming approach for supplier selection and order allocation in a green supply chain , 2013 .

[44]  Binshan Lin,et al.  Internet-based ICT adoption among SMEs: Demographic versus benefits, barriers, and adoption intention , 2010, J. Enterp. Inf. Manag..

[45]  Snejina Michailova,et al.  Cognition and knowledge sharing in post-acquisition integration: insights from Indian IT acquiring firms , 2014 .

[46]  Jian-Hong Chen,et al.  Implementing cloud-based medical systems in hospitals and strategic implications , 2015, Technol. Anal. Strateg. Manag..

[47]  Salmiah Mohamad Amin,et al.  Factors Contributing to Customer Loyalty Towards Telecommunication Service Provider , 2012 .

[48]  P. Vrat,et al.  Manufacturing excellence and its critical factors : An interpretive structural methodology application , 2014 .

[49]  Ali Diabat,et al.  Analysis of interaction between the barriers for the implementation of sustainable supply chain management , 2013 .

[50]  Rajesh Attri,et al.  Analysis of interaction among the barriers to 5S implementation using interpretive structural modeling approach , 2017 .

[51]  Hans-Christian Pfohl,et al.  Interpretive structural modeling of supply chain risks , 2011 .

[52]  Brendan Eze Asogwa,et al.  Electronic Government as a Paradigm Shift for Efficient Public Services: opportunities and challenges for Nigerian government , 2013, Libr. Hi Tech.

[53]  Georgios Fotopoulos,et al.  Intra-Industry Growth Dynamics in the Greek Services Sector: Firm-Level Estimates for ICT-Producing, ICT-Using, and Non-ICT Industries , 2010 .

[54]  R. Shankar,et al.  ANALYSIS OF INTERACTIONS AMONG THE BARRIERS OF REVERSE LOGISTICS , 2005 .

[55]  S. Hoddell,et al.  Understanding the difficulties of implementing quality management in Yemen , 2002 .

[56]  R. Oliver.  Satisfaction: A Behavioral Perspective On The Consumer , 1996 .

[57]  A. Haleem,et al.  Customer involvement in greening the supply chain: an interpretive structural modeling methodology , 2013 .

[58]  Nimmi Rangaswamy,et al.  Research Article The Mobile Phone Store Ecology in a Mumbai Slum Community: Hybrid Networks for Enterprise , 2010 .

[59]  Junaidah Hashim.  Learning barriers in adopting ICTamong selected working womenin Malaysia , 2008 .

[60]  Ali Diabat,et al.  Analyzing the SSCM practices in the mining and mineral industry by ISM approach , 2015 .

[61]  Elizabeth Daniel,et al.  Adoption intentions and benefits realised: a study of e‐commerce in UK SMEs , 2002 .

[62]  Sushil,et al.  Modelling drivers of adapt for effective strategy execution , 2014 .

[63]  Graham Kendall,et al.  Barriers to implementation of IT in educational institutions , 2015 .

[64]  L. Feick,et al.  The impact of switching costs on the customer satisfaction‐loyalty link: mobile phone service in France , 2001 .

[65]  V. Ravi,et al.  Analysis of interactions among barriers of eco-efficiency in electronics packaging industry , 2015 .

[66]  Alain Yee-Loong Chong,et al.  A two-staged SEM-neural network approach for understanding and predicting the determinants of m-commerce adoption , 2013, Expert Syst. Appl..

[67]  MOTIVATION AND BARRIERS OF ICT ADOPTION IN SMALL AND MEDIUM-SIZED ENTERPRISES Klára Antlová , 2022 .

[68]  Wei Wang,et al.  Do the Roles of Switching Barriers on Customer Loyalty Vary for Different Types of Hotels , 2015 .

[69]  Kannan Govindan,et al.  An analysis of the drivers affecting the implementation of green supply chain management , 2011 .

[70]  Sang-Gun Lee,et al.  Entry barrier's difference between ICT and non-ICT industries , 2013, Ind. Manag. Data Syst..

[71]  Graham Pervan,et al.  Implementation Success of Internet-based Electronic Commerce for Small- and Medium-sized Enterprises in Australia , 2001, Bled eConference.

[72]  Suat Karadeniz,et al.  Barriers to Information and Communication Technologies Integration into Elementary Schools in Turkey , 2007 .

[73]  Jian Wang,et al.  On network externalities, e-business adoption and information asymmetry , 2007, Ind. Manag. Data Syst..

[74]  Mohd. Nishat Faisal,et al.  Implementing traceability in Indian food-supply chains: An interpretive structural modeling approach , 2016 .

[75]  Roxanne Missingham,et al.  Library and information science: Skills for twenty‐first century professionals , 2006 .

[76]  Faisal Talib,et al.  An instrument for measuring the key practices of total quality management in ICT industry: an empirical study in India , 2013 .

[77]  Jamshed Siddiqui,et al.  Modelling the TQM enablers and IT resources in the ICT industry: an ISM-MICMAC approach , 2015 .

[78]  Ravi Shankar,et al.  An ISM approach for modelling the enablers of flexible manufacturing system: the case for India , 2008 .

[79]  Jamshed Siddiqui,et al.  Total quality management and service quality: an exploratory study of quality management practices and barriers in service industry , 2011 .

[80]  Faisal Talib,et al.  Analysis of interaction among the barriers to total quality management implementation using interpretive structural modeling approach , 2011 .

[81]  U. Eze,et al.  An empirical study of website adoption among Small and Medium Enterprises (SMEs) in Malaysia , 2008 .

[82]  S. Deshmukh,et al.  Vendor Selection Using Interpretive Structural Modelling (ISM) , 1994 .

[83]  A. Mursu,et al.  ICT Barriers and Critical Success Factors in Developing Countries , 2013, Electron. J. Inf. Syst. Dev. Ctries..

[84]  Z. Rahman,et al.  Total Quality Management and Service Quality: An Exploratory Study of Management Practices and Barriers in Service Industries , 2011 .

[85]  John N. Warfield,et al.  Intent Structures , 1973, IEEE Trans. Syst. Man Cybern..

[86]  Jamshed Siddiqui,et al.  Role of Information Technology in Total Quality Management: A Literature Review , 2016 .

[87]  L. F. Cunningham,et al.  A cost/benefit approach to understanding service loyalty , 2001 .

[88]  Norman,et al.  Structural Models: An Introduction to the Theory of Directed Graphs. , 1966 .

[89]  Thomas A. Brush,et al.  Integrating technology into K-12 teaching and learning: current knowledge gaps and recommendations for future research , 2007 .

[90]  Minjoon Jun,et al.  Key obstacles to EDI success: from the US small manufacturing companies' perspective , 2003, Ind. Manag. Data Syst..

[91]  Ravi Shankar,et al.  Modeling the enablers of Six Sigma using interpreting structural modeling , 2010 .

[92]  K. Uma,et al.  Maintenance Culture and Sustainable Economic Development in Nigeria: Issues, Problems and Prospects , 2014 .

[93]  Sanjay Kumar,et al.  Adoption of smart grid technologies: An analysis of interactions among barriers , 2014 .

[94]  Georg Disterer,et al.  International case studies: To what extent is ICT infused into the operations of SMEs? , 2006, J. Enterp. Inf. Manag..