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

被引：23

作者：

Dey, Bidit Lal ^{[1
]}

Al-Karaghouli, Wafi ^{[1
]}

Minov, Stanimir ^{[2
]}

Babu, Mujahid Mohiuddin ^{[3
]}

Ayios, Angela ^{[1
]}

Mahammad, Syed Sardar ^{[1
]}

Binsardi, Ben ^{[4
]}

机构：

[1] Brunel Univ London, Brunel Business Sch, London, England

[2] Three Hutchinson, Corp Strategy Dept, Maidenhead, Berks, England

[3] Coventry Univ, Mkt, Coventry, W Midlands, England

[4] Glyndwr Univ, Wrexham, Wales

来源：

INFORMATION SYSTEMS MANAGEMENT | 2020年 / 37卷 / 01期

关键词：

Mobile telecom; switching intention; service quality; brand image; switching cost; perceived value and customer satisfaction; MULTIPLE-ITEM SCALE; SERVICE QUALITY; PERCEIVED VALUE; BEHAVIORAL INTENTIONS; CONSUMER PERCEPTIONS; LOYALTY; ONLINE; MODEL; IMAGE;

D O I：

10.1080/10580530.2020.1696526

中图分类号：

TP [自动化技术、计算机技术];

学科分类号：

0812 ;

摘要：

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.

引用

页码：2 / 15

页数：14

共 64 条

[1] Aaker DavidA., 1996, BUILDING STRONG BRAN
[2] The role of product brand image and online store image on perceived risks and online purchase intentions for apparel
Aghekyan-Simonian, Marine
Forsythe, Sandra
Kwon, Wi Suk
Chattaraman, Veena
[J]. JOURNAL OF RETAILING AND CONSUMER SERVICES, 2012, 19 (03) : 325 - 331
[3] Next Generation 5G Wireless Networks: A Comprehensive Survey
Agiwal, Mamta
Roy, Abhishek
Saxena, Navrati
[J]. IEEE COMMUNICATIONS SURVEYS AND TUTORIALS, 2016, 18 (03): : 1617 - 1655
[4] Explaining and predicting the adoption intention of mobile data services: A value-based approach
Al-Debei, Mutaz M.
Al-Lozi, Enas
[J]. COMPUTERS IN HUMAN BEHAVIOR, 2014, 35 : 326 - 338
[5] STRUCTURAL EQUATION MODELING IN PRACTICE - A REVIEW AND RECOMMENDED 2-STEP APPROACH
ANDERSON, JC
GERBING, DW
[J]. PSYCHOLOGICAL BULLETIN, 1988, 103 (03) : 411 - 423
[6] [Anonymous], 2013, J ACAD MARKETING SCI
[7] [Anonymous], 2005, Communications of the AIS, DOI DOI 10.17705/1CAIS.01605
[8] How universal are IT project success and failure factors? Evidence from Hungary
Aranyossy, Marta
Blaskovics, Balint
Horvath, Akos Ardzsuna
[J]. INFORMATION SYSTEMS MANAGEMENT, 2018, 35 (01) : 15 - 28
[9] Bansal H.S., 1999, J SERV RES-US, V2, P200, DOI DOI 10.1177/109467059922007
[10] Migrating to new service providers: Toward a unifying framework of consumers' switching behaviors
Bansal, HS
Taylor, SF
James, YS
[J]. JOURNAL OF THE ACADEMY OF MARKETING SCIENCE, 2005, 33 (01) : 96 - 115

← 1 2 3 4 5 6 7 →