Trouble Reports as an Indicator of Service Quality: The Influence of Competition, Technology, and Regulation

Abstract

Network trouble reports provide a proxy measure of service quality and network reliability. This paper analyzes the influence of local competition, state-level regulation, new technologies, automation, and mergers on RBOC reports of network trouble. Service quality discrimination between residential and business customers is also analyzed. Results indicate that (1) service quality discrimination between business and residential customers in response to competition may be occurring, (2) alternative regulation plans have not led to systematic increases in network trouble, and (3) merger and technology have a consistent impact on repeat trouble.

Keywords: quality of service, network reliability, competition, alternative regulation

JEL Classification: H54, K23, L51, L15