Decision-oriented assessment of telecom infrastructure for strengthening online education systems

Purpose In recent years, the growth of online education in India has underscored the critical role of telecom infrastructure as a cost-effective enabler of digital learning. Design/methodology/approach This study proposes a comprehensive multi-criteria decision-making (MCDM) framework to evaluate and prioritize the key functional roles of telecom infrastructure in supporting online education. From an extensive literature review and expert consultations, 24 key roles were identified and categorized under eight functional areas. Six analysis parameters, Impact on Learning Outcomes, Cost-Effectiveness, Reach and Accessibility, Learner Engagement & Interaction, Reliability & Scalability and Conversion & Outcome Efficiency, were finalized to assess the significance of each role. The Fuzzy Analytic Hierarchy Process (Fuzzy AHP) was applied to determine the relative weights of these analysis parameters by aggregating expert judgments through pairwise comparisons. Subsequently, the Fuzzy VIKOR method was employed to evaluate and rank the key roles of telecom infrastructure. Findings This hybrid MCDM approach enabled a nuanced prioritization based on each role's utility, regret and VIKOR index values. According to the statistics, “Affordable Access” and “Lead Capture via Telecom” are the most prominent key enablers in the growth of online education. A sensitivity analysis is performed to evaluate the robustness and validity of the findings. Originality/value The results offer strategic insights for policymakers, telecom providers and educational institutions aiming to optimize digital infrastructure for more accessible, scalable and effective online education in emerging economies.