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

doi:10.1080/10580530.2020.1696526

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

School of Marketing and Management

Research output: Contribution to journal › Article › peer-review

22 Citations (Scopus)

687 Downloads (Pure)

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 language	English
Pages (from-to)	2-15
Number of pages	14
Journal	Information Systems Management
Volume	37
Issue number	1
Early online date	27 Nov 2019
DOIs	https://doi.org/10.1080/10580530.2020.1696526
Publication status	Published - 2020

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

Access to Document

10.1080/10580530.2020.1696526

Post-PrintAccepted author manuscript, 1.46 MBLicence: Unspecified

Cite this

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

abstract = "This study examines Internet speed as a factor that influences customers{\textquoteright} 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.",

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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 {\textcopyright} 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. ",

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doi = "10.1080/10580530.2020.1696526",

language = "English",

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AU - Mohiuddin Babu, Mujahid

AU - Ayios, Angela

AU - Muhammad, Syed Sardar

AU - Binsardi, Ben

N1 - 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.

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KW - service quality

KW - switching cost

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

Abstract

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

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Mujahid Mohiuddin Babu

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

Abstract

Bibliographical note

Keywords

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

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Mujahid Mohiuddin Babu

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