The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market
Year: 2019
Type: article
Study design: Observational Study
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.
Source: Information Systems Management
Language: English
Domain: Social Sciences
Open Access status: green
OpenAlex ID: W2991102797