Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK

Volker Stocker, Jason Whalley

Research output: Contribution to journalArticlepeer-review

18 Citations (Scopus)

Abstract

In this paper, we demonstrate that there is more to consumer experience than just broadband access speed. We identify and describe a complex and dynamic set of interactions that occur between different factors that collectively determine consumer experience. We suggest that the relationship between broadband speed and consumer experience follows an inverted U-shape. Access speed is necessary to provide consumers with a good experience, but it is not sufficient. Based on our findings, a more nuanced understanding of the market for broadband Internet access products is outlined and a foundation for deriving valuable policy implications is developed.
Original languageEnglish
Pages (from-to)1-14
JournalTelecommunications Policy
Volume42
Issue number1
Early online date26 Jul 2017
DOIs
Publication statusPublished - Feb 2018

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