This study examines Internet speed as a factor that influences customers’ switching intention in the UK mobile telecom market. A theoretical framework, developed from the academic literature, is tested via an extensive survey. The findings suggest that speed, along with other network service quality variables such as call quality and customer service, has a direct influence, and brand image an indirect influence on perceived value which in turn influences customer satisfaction and discourages switching intention.
Bibliographical noteThis is an Accepted Manuscript of an article published by Taylor & Francis in Information Systems Management on 27/11/2019, available online: http://www.tandfonline.com/
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- Mobile telecom
- brand image
- perceived value and customer satisfaction
- service quality
- switching cost
- switching intention
ASJC Scopus subject areas
- Information Systems
- Computer Science Applications
- Library and Information Sciences