Mobile Phones And Internet Use In Cambodia 2016

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RESEARCH STUDYMobile Phones and Internet Usein Cambodia 2016Kimchhoy Phong, Lihol Srou, and Javier SoláDecember 2016

Executive SummaryThis study examines Cambodian phone users’ knowledge, attitudes and practicesin relation to Khmer-language reading, writing, and search habits, and identifiesthe factors motivating (and discouraging) their use of Khmer script. It alsoattempts to identify changes and trends in the way Khmer-enabled phones areused, including as a means of accessing the Internet — in particular Facebook.The study's findings respond to a need for data on phones’ effectiveness as a toolwith which government and civil society organizations can communicate withcitizens and beneficiaries throughout the country, and provide them withinformation and services in Khmer. The results enable quantification of thepopulation of Cambodian phone owners who are able to send and receive SMSmessages in Khmer, as well as access the Internet and use Facebook in thelanguage.Data collected in September 2016 shows that Cambodia’s phone market issaturated, with over 96% of Cambodians claiming to own their own phone, andmore than 99% being reachable through some sort of phone. The proportion ofcitizens using more than one phone stayed at 13%, while one Cambodian in fouruses more than one mobile operator. These numbers are similar to those reportedin previous years.The results show that 76% of Cambodians own phones with Khmer scriptcapability, indicating a 21% increase over the past year.Some 48% of Cambodians were found to have at least one smartphone. Theability to display Khmer is more common in smartphones (90%) than in dumbphones (66%). Smartphone users’ ability to display Khmer was shown to improvewith education level.It was found that almost half of Cambodians (48%) claim to have accessed theInternet or Facebook, and that five of every six respondents in this group havetheir own Facebook accounts. Smartphones are by far the most common meansof accessing Facebook; only 3% of Facebook users access the social media sitesolely through computers, while 80% access it exclusively through phones.In 2016 Internet/Facebook became the most important channel through whichCambodians access information (30%) — surpassing TV (29%) and almostdoubling radio (15%) — and it is expected to continue gaining market shareyearly.One of the study’s most interesting findings is the fact that almost a third ofCambodians now use the Internet to read and write — activities once limited tothe classroom or office. This reading and writing activity allows them to accessmore information, enhance their communication skills, and increase their level ofsocial participation.Among other significant results this year was yet another reduction in the genderi

gap in access to information, and the discovery that one in three smartphones inCambodia is an iPhone, potentially making Apple a more important target forthose who develop software for the local market.To increase the rate of adoption of Khmer in phones, however, text-predictionfunctions and input methods will need to be improved.ii

Table of Contents1.Introduction . 11.11.21.32.Means and Methods . 32.12.22.32.42.52.62.72.83.Demographics of the sample . 7Owning a mobile phone . 7Number of phones and operators used . 8Smartphones . 9Khmer language in phones . 10Mobile Payment . 20Response to the main question (Khmer-enabled phones). 21Discussion . 224.14.24.34.44.54.64.75Populations of the study. 3Sample sizes. 3Sampling . 4Questionnaire and observation data sheet . 4Data collection . 4Data management . 5Data analysis . 5Research ethics . 6Results . 73.13.23.33.43.53.63.74Background of the study . 1Research problems/significance . 1Research purposes and objectives . 2Owning or having access to a phone . 22Phones . 22Phones supporting Khmer . 22Writing and reading in Khmer script . 23Internet and Facebook . 23Preferred media for receiving news . 24Gender-related aspects of phone and Facebook use . 24Conclusions and recommendations . 25Appendix A: The Questionnaire Instrument . 27iii

Research Report: Mobile Phones and Internet Use in Cambodia 2016Mobile Phones and Internet Use in Cambodia 201611. Introduction1.1Background of the studyIt is only in the past eight years that standardization of the use of Khmer scriptin computers has been achieved (a process accelerated by the KhmerOS and OpenSchool programs2). The adoption of the Unicode standard has permitted thedevelopment of modern websites and blogs in Khmer, translation of computerapplications, the creation of vernacular social networks, and the permanentstorage of textual information that remains readable even if the legacy fonts arelost.This change has also permitted the use of Khmer in phones.Starting in 2005, a few manufacturers of simple phones began to develop supportfor Khmer script. During the first few years, however, the number of phones didnot reach the critical mass required to trigger widespread use, while inputmethods were too complicated for everyday users. The Latin script was used towrite in Khmer, despite the small number of people who could understand it andthe limits it placed on vocabulary, allowing only poor communication amongyouth.A turning point was reached in 2013, as the arrival of smartphones coincided withan increase in interest in the Internet. Before long, the smartphone became mostusers’ only means of accessing the Internet. By 2015, a third of Cambodia’spopulation was doing so regularly, mostly via their smartphones.Phones have also become an important communication and service-provision toolfor civil society organizations and government agencies. The Asia Foundation,USAID’s Development Innovations and the Open Institute undertake this study inorder to aid civil society’s efforts to integrate technology and developmentprograms by supplying organizations with crucial, up-to-date information on howCambodian society is using telephony and the Internet.1.2 Research problems/significanceWith the way now cleared for the use of Khmer in phones, and with new modelsof both smart and dumb phones permitting the use of Khmer, it is important to1 This work was made possible by the generous support of the American people through the UnitedStates Agency for International Development (USAID). Half of the data presented in this report wascollected with the support of The Asia Foundation. The content of the report does not necessarilyreflect the views of USAID, the United States government, or The Asia Foundation.2 The Open Institute's KhmerOS program has worked since 2004 to help standardize the use ofKhmer script in society and government by using Unicode. The Open Schools Program, also housedat the Open Institute, has supported the Ministry of Education in the standardization to Unicode andthe teaching of Unicode to all students in grades 11 and 12. www.open.org.kh – www.khmeros.infoOpen Institute, USAID’s Development Innovations and The Asia FoundationPage 1

Research Report: Mobile Phones and Internet Use in Cambodia 2016quantify the penetration of these Khmer-enabled phones, and to identify the pointof critical mass at which users start writing to each other in Khmer. Thepercentage of users whose phones support Khmer was last determined by Phongand Sola in 2015 (63.3%), but rapid changes in technology and demand quicklyrender such information outdated. It is necessary to continually update data onthe percentage of phones that support Khmer script. Without this information, itwould be impossible to gauge the effectiveness of SMS as a tool forcommunicating with and providing services to the public by civil societyorganizations and government agencies. Nor is it possible to fully understand howKhmer-enabled smartphones facilitate access to social networks in Khmer — thefastest growing means of communication in Cambodia among youth — withoutknowing their penetration rate. Determining the number of Khmer-enabled phoneusers, and how many of them have access to the Internet, also gives us a baselinefrom which to measure their growth, and changes in their relationship, over time.1.3 Research purposes and objectivesThe purposes of this study are to gauge the Khmer-language capability of smartand non-smart mobile phones currently available in Cambodia; to determine thepenetration rates of these phones; to assess the level of actual usage of Khmerscript in Khmer-enabled phones; to learn which models are being used to accessthe Internet/Facebook; and to chart changes in these factors over the course of2012-2016 It also aims to identify factors that motivate or discourage the use ofKhmer in phones, and to study consumer demand for Khmer-enabled phones.Open Institute, USAID’s Development Innovations and The Asia FoundationPage 2

Research Report: Mobile Phones and Internet Use in Cambodia 20162. Means and Methods2.1Populations of the studyThe study is limited to Cambodian citizens aged 15 to 65 who live inside thecountry.The study includes three population groups: (a) people who were at home whendata collection was conducted (office hours); (b) people not available at homeduring these hours but who could be reached at their workplace or where theyeat lunch; and (c) indigenous minorities, also interviewed at home.A population projection to 2013 based on the 2008 census and adjusted fornatural decrease yields an estimated population for this age group of 9,606,450citizens. This is consistent with the population approximation in the CambodianInter-Censal Population Survey 2013.A sample of 2,000 participants was considered sufficient for this study (confidenceinterval 2.19; confidence level 95%).2.2 Sample sizesFor the purposes of this study, the ratio of Cambodians living in rural areas tothose in urban areas was estimated at 70:30. According to the National Instituteof Statistics, in 2008 the ratio was 80.5:19.5. However, given the rapid increasein the urban population since then (mostly due to growth in the urban-basedgarment and hospitality industries), we believe this statistic is outdated. Ouranalysis found that most garment industry workers are of rural origin and arecensed in their rural homes, but live and work in urban areas; they are includedin the sample as part of the urban population These migrant factory workersrepresent 6% of population. The additional 4% that is considered as urban ismade mostly out of students, white-collar workers, hospitality workers, andentertainment workers. While only partially supported by hard data, we areconfident our 30% estimate for the urban population is closer to today’s realitythan is the 2008 figure.The size of the main sample — 2,000 participants — is sufficient to yield an answerto the study’s central question with a confidence interval of 2.19 and a confidencelevel of 95%.Some 84% of the sample was collected at households across the country. Theserespondents were selected based on official national census data. Their gender,age and location of residence are proportionate – based on census data – to thoseof their provinces of origin. The remaining 16% was made up of white-collaremployees (government officials, NGO workers, private company staff), and bluecollar workers (garment industry, restaurant and entertainment workers) inPhnom Penh.Open Institute, USAID’s Development Innovations and The Asia FoundationPage 3

Research Report: Mobile Phones and Internet Use in Cambodia 20162.3 SamplingMulti-stage sampling using the Probability Proportional to Size (PPS) method wasused to select a nationally representative sample of 15- to 65-year-olds fromparticipating households.Cambodia’s 24 provinces are categorized into five regions — central plain; TonleSap; coastal; plateau/mountain; and Phnom Penh. Kampong Cham representedthe central plain region; Battambang the Tonle Sap region (including data fromfloating villages, represented by Kampong Luong in Pursat); Preah Sihanouk thecoastal region; and Stung Treng the plateau and mountain region. Theseprovinces were chosen as they possess the standard characteristics included inthe study’s requirements.A total of 69 villages (28 urban) were selected across the five regions. Withineach region the number of urban and rural villages was calculated matching theurban-rural proportion of the province. In each village, 25 respondents wereselected. Urban and rural respondents were sampled independently, with therespective numbers of rural and urban villages corresponding to the urban-ruralmakeup of that particular region’s population as recorded in the 2008 nationalcensus. The cumulative population was divided by the number of villages in thecategories to generate the sampling for interviews.A random number between one and the sampling number was generated usingMicrosoft Excel’s RAND function. The first village to be selected was the onecorresponding to this number. Subsequent villages were selected by adding thesampling interval to the previous random number.Systematic sampling was used to select households. In each village, the datacollection team leader consulted the village chief to ascertain the actual numberof households in the village; from this number they derived the interval used bythe data collectors to select households. At the village level, purposive samplingwas applied to select individual respondents. Interviewers visited the householdsand interviewed the persons they met, screening out those who did not meet thegender/age requirements.2.4 Questionnaire and observation data sheetThe general population survey questionnaire was designed to elicit the following: Demographic information Characteristics of respondents’ mobile phones Knowledge of, attitudes toward, and practices involving phone useIn addition to the questionnaire, the form included a data sheet on which theinterviewers were asked to record their observations.2.5 Data collectionData was collected in two forms: interview responses and interviewers’Open Institute, USAID’s Development Innovations and The Asia FoundationPage 4

Research Report: Mobile Phones and Internet Use in Cambodia 2016observations. Face-to-face verbal interviews were conducted using a standardizedquestionnaire; interviewers read the questions to the respondents and noted theanswers. They also recorded their direct observations about the respondents’phones, both before and after sending them an SMS in Khmer.Interviewers administered an electronic questionnaire. Responses andobservations were recorded on tablet computers using the Open Data Kit mobiledata-collection application.Recruitment/training of field-workersEach data-collection team comprised one supervisor and five data collectors. Intotal, four supervisors and 20 data collectors were recruited and trained by OpenInstitute researchers.Training was prepared and conducted by Open Institute in order to familiarizefield-workers with the aims and objectives of the research; improve theirknowledge of the survey’s methodology, ethics and data-collection techniques;familiarize them with the questionnaire; and to help build, through interactivepractice sessions, the interpersonal communication and other skills needed toadminister the questionnaire.FieldworkData collection was conducted over a period of two weeks in September 2016.Field supervisors were responsible for ensuring the quality of all work. Qualityassurance was achieved through observation, spot checks and group meetings atthe end of each work day. Supervisors observed selected interviews in order toevaluate and improve interviewers’ performance and to catch errors ormisinterpretation of questions.The supervisors also oversaw the process of field editing; every questionnaire waschecked in the field for accuracy, completeness, respondent’s eligibility andconsistency. Spot checks were carried out by the authors, who visited the selectedhouseholds to confirm that the interviews were conducted, listen to householdmembers and observe interviewers’ attitudes toward them and the respondents.2.6 Data managementAll data was checked by the supervisors before being synchronized with thecentral database.All completed questionnaires were stored in the Open Institute’s server.2.7 Data analysisIBM SPSS Statistics Version 20 and OpenOffice 4 were used to analyze the data.Descriptive analysis was used to determine the frequencies of the key variablesand all survey questions. Analysis uses descriptive statistics (frequencies) todescribe the differences in the numbers of phone users.Open Institute, USAID’s Development Innovations and The Asia FoundationPage 5

Research Report: Mobile Phones and Internet Use in Cambodia 2016In cases that appeared to indicate a trend, the data was analyzed with far greaterprecision to ensure that any conclusions on the existence of a trend were backedby data.Comparison with baseline survey data collected in 2013, 2014, and 2015 providedan idea of the changes that took place over those three years.2.8 Research ethicsAll interviewers and fieldwork team members were trained in ethical issues,including confidentiality and anonymity. All selected respondents were given basicinformation about the study and asked to give their consent to participate in it.Respondents were allowed to skip questions or to withdraw from the study at anytime.No identifying information relating to the respondents was included in data usedin the analysis. On the data sets, ID numbers were used instead of participants’names. All completed questionnaires were stored in the Open Institute’s server.Only those people responsible for data analysis had access to the database.Open Institute, USAID’s Development Innovations and The Asia FoundationPage 6

Research Report: Mobile Phones and Internet Use in Cambodia 20163. Results3.1Demographics of the sampleOf the 2,061 participants between the ages of 15 and 65 interviewed for the study,44% resided in urban areas and 56% in locations considered rural. Femalerespondents accounted for 56%, males for 44%. Almost one-third of therespondents (33%) were single, while 62% were married. Participants werechosen from three age groups: 15-24 (33%), 25-39 (35%) and 40-65 (31%).The average age of the respondents was 33.5 years.A majority of the participants had some level of education (36% to the primarylevel, 31% lower secondary, 18% upper secondary). Some 7% of respondentshad completed a bachelor’s degree and a few had finished a master’s degree.Only 6% had received no formal schooling at all.Studies conducted in Cambodia usually assume the population’s gender balanceto be 50:50. Because 56.1% of the participants in our sample were female,however, all relevant calculations were adjusted to ensure that the resultsfaithfully reflected the gender breakdown.The differences between the actual sample and the intended sample were due tounavailability of sufficient men and young people in several of the randomlyselected villages; many people in these categories had moved to urban areas orto other countries to find work.The study takes into account the fact that the proportions of rural and urbanparticipants surveyed do not correspond to these groups’ actual proportions inthe overall population. The 44-56% urban-rural sample has been weighted toreflect the estimated reality of a 70%-30% rural-urban population split.3.2Owning a mobile phoneOf the 2,061 respondents interviewed for this survey, 96% said they ownedtheir own mobile phone(s) (a 0.8% increase from 2014 and up 4.5% from2013) and showed it (or them) to the interviewer (ownership was 97% in urbanareas, 95% in rural areas). Some 95% of women were found to own a phone,versus 98% of men.Of the 4% who did not have a phone, more than nine out of 10 were contactablethrough a household phone. Only five respondents out of the total 2,061 wereunable to provide a phone number through which they could be contacted (0.2%).Open Institute, USAID’s Development Innovations and The Asia FoundationPage 7

Research Report: Mobile Phones and Internet Use in Cambodia 20163.3Number of phones and operators usedRespondents were asked how many phones theyowned. The vast majority of respondents (83%) usedonly one mobile phone; a far smaller group used two(12%), and only a handful (1%) used three. Basedon this data, Cambodians use an average of 1.08phones per person (up from 0.98 in 2013). Womenuse an average of 1.03 phones, whereas men use anaverage of 1.14 phones (1.17 urban; 1.05 rural)Regarding the number of operators used, it was foundthat 27% of Cambodians use SIMs from more thanone operator (35% urban, 21% rural; 35% of males,21% of females). Only 3% of respondents reportedusing SIMs from more than two operators. Theaverage number of operators per user is 1.2 (up from1.11 in 2013). This yields 1.11 operators per phone, the same ratio as in 2013.The total number of phones used by Cambodians aged 15 to 65 is estimated at10,384,837 (up 1.7% from 2015, 3% from 2014, and 10% from 2013).The total number of operator connections (SIMs) used by Cambodians aged 15 to65 is estimated at 11,584,823 (up 0.6% from 2015, a 2% decrease from 2014,and up 8.6% from 2013).Phone purchasingNone of the respondents had borrowed money to buy their phone; users eitherbought the phones with their own money (66%) or somebody else bought it forthem (34%). The percentage ofmen who used their own moneywas larger than percentage ofwomen (77%/58%).While there were moderatedifferences among age groups,the group between 25 and 34was the one that bought morephones with its own money,while only 50% of those under25 were able to buy the phoneby themselves.4% of the respondents said they owned their own tablet(s) (7% ownershipin urban areas versus 2% ownership in rural areas). Some 2% of women werefound to own a tablet, versus 6% of men. Over 8% of respondents declaredthat they owned their own computer(s). Urban residents were found to ownOpen Institute, USAID’s Development Innovations and The Asia FoundationPage 8

Research Report: Mobile Phones and Internet Use in Cambodia 2016computer more often than rural residents (13% versus 4%) and more men thanwomen owned a computer (13% versus 4%).3.4SmartphonesThepercentageofCambodians who own atleast one smartphone is48%, up 21% from 2015,83% from 2014 and almost140% from 2013. Some 60%of urban residents had at leastone smartphone, whereas thefigure for rural residents wasonly 42% (41% of females,54% of males). Ownership ofsmartphones was also found toincrease with education level,from 27% of those with noformal education to 82% of university students and graduates.Regardingthebrandofsmartphone used, Samsungaccounted for 43% of themarket (down from 49% in2014), followed by Apple with34% (up from 25% in 2015,20% in 2014, and 22% in 2013).Huawei accounted for 4.2% (upfrom 0% in 2013), while Nokiaclaimed 3% (down from 19% in2013), and LG 2.5% (down , True, Camfone, SonyEricsson, i-mobile, and HTC)amounted to 13%.Among Samsung smartphones, the Galaxy Note model accounted for 20%,followed by Galaxy Note 2 (8%), Galaxy S4 (6%), Galaxy S3 (5%), Galaxy S2(4%), Galaxy Note 3 (4%), Galaxy Grand (3%), and other models (49.2%).Among Apple smartphones, the iPhone 5 model accounted for 40%, followed byiPhone 5s (20%), iPhone 4 (13%), iPhone 6 (9%), iPhone 6 Plus (8%), iPhone 4s(5%), and iPhone 6s (3%).No Huawei or Nokia smartphones were identified as significant.Open Institute, USAID’s Development Innovations and The Asia FoundationPage 9

Research Report: Mobile Phones and Internet Use in Cambodia 20163.5Khmer language in phonesThe study found that, after adjusting forlocation and gender, 76% of Cambodiansaged 15 to 65 had at least one phonethrough which it was possible to sendand receive messages in Khmer script (up21% from 2015, 49% from 2014, and 160%from 2013). It was found that 71% of womenhad such a phone, versus 82% of men. Thenumber of women using Khmer-enabledphones was up by 188% from the 2013 study,while for men the growth rate was 138%,indicating a reduction in the gender gap.Support for Khmer was found to be more extensive in urban areas than in ruralareas (82% versus 74%), but the urban/rural gap has been slowly narrowingsince 2013.Ownership rates of Khmer-enabled phones were found to increase with the levelof education, from 55% of those with no formal education to 92% of universitystudents and graduates (89% of women versus 96% of men).Some 90% of smartphones were found to support Khmer script. Thisrepresents an increase of 15% from 2015, 42% from 2014, and 116% from 2013.For non-smartphones, the percentage was 66%. This is a 17% increase from2015, 38% from 2014 and 114% from 2013.3.5.1 Manufacturers of phones that support Khmer scriptNokia phones account for 39% of all phones in Cambodia. The four other brandswith a significant presence are Samsung (22%), Apple (16%), Camfone (4%) andMetfone (3%).Open Institute, USAID’s Development Innovations and The Asia FoundationPage 10

Research Report: Mobile Phones and Internet Use in Cambodia 2016Nokia models account for 31% of all phonesthat support Khmer, followed by Samsung(25%), Apple (20%), Camfone (4%), andMetfone (4%). The remaining 15% wasdistributed among a large number ofmanufacturers.Among Nokia phones, just a handful ofmodels offer most of the support for Khmerscript. The Nokia 105 accounted for 33.4%of the brand’s Khmer-supported models,followed by the Nokia 108 (12.5%), Nokia107 (11.4%) and Nokia 101 (7%).96% of Apple and Huawei smartphonessupported Khmer, followed by Samsung(91%) and Nokia (82%).Among Samsung models, the Galaxy Noteaccounted for 21%, followed by the GalaxyNote 2 (9%), Galaxy S4 (5%), Galaxy S2(5%), Galaxy S3 (4%), Galaxy Grand(4%), Galaxy Grand2 (4%), and GalaxyGrand Prime (3%).3.5.2 Respondents’ beliefs versus the observed realityRespondents were asked if the phone(s) they used supported Khmer text(Unicode). The interviewer then sent an SMS in Khmer to each of the phones andchecked to see if the message was correctly displayed.Some 66% of users believed their main phone supported Khmer; 16% believedtheir main phone did not support Khmer; and 13% admitted not knowing.Inspections of the phones after they had been sent an SMS in Khmer showed thatthe users’ perceptions were not always correct.The discrepancies between users’ perceptions and the actual capability of thephones to display Khmer went in both directions: some users thought their phonesupported Khmer when it did not; others mistakenly believed their phone was notequipped to display Khmer. In particular: 2% of those who thought their main phone could receive Khmer Unicodemessages were wrong: their phones could not receive such messages(down from 86% wrong in 2013). 26% of those who thought their phone did not support Khmer were wrong:Open Institute, USAID’s Development Innovations and The Asia FoundationPage 11

Research Report: Mobile Phones and Internet Use in Cambodia 2016their phones did have the capacity to support the script (down from 82%wrong in 2013). Of those who did not know whether their main phonesupported Khmer, 62% had phones that did offer suc

and non-smart mobile phones currently available in Cambodia; to determine the penetration rates of these phones; to assess the level of actual usage of Khmer script in Khmer-enabled phones; to learn which models are being used to access the Internet/Facebook; and to chart changes in these factors over the course of

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