Internet has become a sine qua non for contemporary society. The need for getting connected, speed and accessing quality services cannot be underestimated. We must do better
Digitisation of the economy has increased the usage of the Internet in almost all aspects of life — from the way we communicate with friends, to the way we shop, to the way we pay our utility bills and the way we travel. Internet has played a significant role in changing the consumers’ behaviour towards travelling. Daily commuting and holiday packages are possible just with a tap on mobile app or with a click on the mouse. However, all of these have been possible with a one-rider — high-quality Internet connection.
In a recently concluded study, ‘Impact of Quality of Internet Services on Internet Users’ by Consumer Voice, it was found that the quality of Internet services greatly impacts the way people travel and commute. The study, which was based on a sample data of 52,000 Internet users across 18 States, showed that around nine out of 10 respondents affirmed the fact that the quality of the Internet has a significant role on various aspects of how people travel and also commute in their daily life.
Changing the way people travel and commute: Gone are the days when one had to hire a travel agent to plan and execute travel packages. Today, most of the information related to travel packages is readily available on travel portals, which are of immense help. Internet facilitates the consumer to book a travel ticket from any place, at any time from numerous websites offering such services at competitive prices. There are number of websites that provide travel services, such as Makemytrip.com, Yatra.com and Goibibo.com among many others, which help book hotels and air tickets not only for national trips, but also for international trips. These sites also provide lucrative offers on booking an online ticket or a package.
Moreover, travel agents themselves have found such websites to be helpful in expanding their business. They have options of using the Internet to book hotels and travel tickets for those clients for whom Internet is still inaccessible. The study conducted by Consumer Voice, however, finds that this is only possible with a good quality Internet. The quality of Internet services plays a significant role in travel and commuting through websites and mobile apps. High quality Internet helps open more than one websites to compare prices of travel packages for holidays. Sometimes, while booking air, bus or train tickets, Internet disconnects halfway.
Thus, poor Internet quality results in consumers not being able to complete the booking process, even after making online payment. Reliability of the Internet and fast speed Internet is much-needed to complete the booking process. Otherwise, there are fears and also chances that consumers may have to suffer both time and money.
Quality of Internet and daily commuters: Travel in the city has become easier with mobile app-based cab facilities being provided by service providers such as Uber and Ola. Most people trust these mobile apps because of the availability of GPS facility. It has also empowered women, who now feel safe to travel in an Ola or a Uber due to an efficient GPS system, which gives an indication about where the driver is heading to. Even people with disability can book a cab and go to distant places without any help from others.
Google maps has created confidence among common drivers, especially women. Navigational support system available on Google maps helps in local travel to reach distant places. But utility of these apps fails when Internet connectivity is poor. Smooth operation of these apps requires a high quality of Internet. One can book a cab without any delay if Internet speed is good. Navigational support system does not work when the speed of Internet is slow. If Internet quality is poor, one cannot book a cab instantly through mobile apps. These apps take some time to open.
Sometimes, slow processing on websites, due to slow speed, wastes too much time. As a result, some consumers do not trust the reliability of websites.
The Consumer Voice study has clearly indicated that the quality of Internet service has significant impact on ‘empowering people to travel alone’ and ‘accessing competitive ticket price’. Since these apps and portals for local commuting and travel packages have almost become the backbone for the consumers, a good quality of Internet has also become important to rely on these modes.
Consumer Voice study clearly indicates that the role of quality of Internet had an impact on travelling is confirmed by both males and females. Second, people with higher education level have better understanding of the role of the quality of Internet on travelling and commuting, as nine out of 10 respondents with higher educational level confirmed the impact of quality of Internet on travel and commuting. The quality of Internet plays an important role on the application of various aspects of travel and commuting in the life of people. The Consumer Voice study has found five different aspects of travel and commuting. These are namely ‘navigational support during travel’, ‘effectiveness of booking a cab’, ‘accessing competitive ticket prices (airlines, bus and train)’, ‘booking of travel packages’ and ‘empowering people to travel alone’.
(Sri Ram Khanna is former head and dean of department of commerce, Delhi School of Economics, University of Delhi, India and Arvinder Kaur is doctorate in economics, Research Associate, Consumer Voice, New Delhi)