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http://bura.brunel.ac.uk/handle/2438/28227| Title: | The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market |
| Authors: | Dey, BL Al-Karaghouli, W Minov, S Mohiuddin Babu, M Ayios, A Muhammad, SS Binsardi, B |
| Keywords: | mobile telecom;switching intention;service quality;brand image;switching cost;perceived value and customer satisfaction |
| Issue Date: | 27-Nov-2019 |
| Publisher: | Routledge (Taylor & Francis Group) |
| Citation: | Dey, B.L. et al. (2020) 'The Role of Speed on Customer Satisfaction and Switching Intention: A Study of the UK Mobile Telecom Market', Information Systems Management, 37 (1), pp. 2 - 15. doi: 10.1080/10580530.2020.1696526. |
| 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. |
| URI: | https://bura.brunel.ac.uk/handle/2438/28227 |
| DOI: | https://doi.org/10.1080/10580530.2020.1696526 |
| ISSN: | 1058-0530 |
| Other Identifiers: | ORCID iD: Bidit Lal Dey https://orcid.org/0000-0002-0019-2124 ORCID iD: Wafi Al-Karaghouli https://orcid.org/0000-0003-3889-8744 ORCID iD: Angela Ayios https://orcid.org/0000-0003-2560-0873 ORCID iD: Syed Sardar Muhammad https://orcid.org/0000-0003-2005-7103 |
| Appears in Collections: | Brunel Business School Research Papers |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| FullText.pdf | Copyright © 2019 Taylor & Francis. This is an Accepted Manuscript of an article published by Taylor & Francis in Information Systems Management on 27 Nov 2019, available at: https://www.tandfonline.com/doi/full/10.1080/10580530.2020.1696526 (see: https://authorservices.taylorandfrancis.com/research-impact/sharing-versions-of-journal-articles/). | 1.52 MB | Adobe PDF | View/Open |
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