The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market

Bidit Lal Dey, Wafi Al-Karaghouli, Stanimir Minov, Mujahid Mohiuddin Babu, Angela Ayios, Syed Sardar Muhammad, Ben Binsardi

Research output: Contribution to journalArticle

Abstract

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.

Original languageEnglish
Pages (from-to)2-15
Number of pages14
JournalInformation Systems Management
Volume37
Issue number1
Early online date27 Nov 2019
DOIs
Publication statusPublished - 2020

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Bibliographical note

This 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/

Copyright © and Moral Rights are retained by the author(s) and/ or other copyright owners. A copy can be downloaded for personal non-commercial research or study, without prior permission or charge. This item cannot be reproduced or quoted extensively from without first obtaining permission in writing from the copyright holder(s). The content must not be changed in any way or sold commercially in any format or medium without the formal permission of the copyright holders.

Keywords

  • 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

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