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 Mahammad; 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 Mahammad, Ben Binsardi

^*Corresponding author for this work

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

31 Citations (Scopus)

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 - 2 Jan 2020
Externally published	Yes

Keywords

brand image
Mobile telecom
perceived value and customer satisfaction
service quality
switching cost
switching intention

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10.1080/10580530.2020.1696526

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AU - Babu, Mujahid Mohiuddin

AU - Ayios, Angela

AU - Mahammad, Syed Sardar

AU - Binsardi, Ben

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AB - 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.

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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

Keywords

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