Shifting Perspectives: How COVID-19 and In-Home Information and Communication Technology Impacted U.S. Residential Internet Perceptions

Abstract

This study analyzes how the COVID-19 pandemic has altered individual perceptions of Internet service providers (ISPs) and Internet importance, reliability, and status as an essential public utility (EPU). The authors found that lower income, younger, women, and racial-ethnic minority participants had lower ISP and Internet reliability perceptions. The pandemic increased perception of Internet as an EPU by 15% and access to in-home Information and Communication technology was significantly related to perceptions of Internet importance and reliability. Significantly, women perceived higher importance of household Internet than men, specifically for education, employment, and telehealth. Additionally, racial-ethnic minorities relied on Internet for entertainment and education more than white participants. The authors provide recommendations for public utility models of Internet, Internet-reliant technology adoption campaigns, and policy that targets sociodemographic/geographic barriers to Internet access.