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

Stocker, Volker and Whalley, Jason (2017) Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK. Telecommunications Policy. ISSN 0308-5961 (In Press)

Full text not available from this repository. (Request a copy)
Official URL: https://doi.org/10.1016/j.telpol.2017.06.001

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.

Item Type: Article
Uncontrolled Keywords: Internet access; Broadband; QoS; QoE; Consumer experience; Ofcom
Subjects: N100 Business studies
P900 Others in Mass Communications and Documentation
Department: Faculties > Business and Law > Newcastle Business School > Business and Management
Depositing User: Becky Skoyles
Date Deposited: 07 Aug 2017 09:42
Last Modified: 07 Aug 2017 09:42
URI: http://nrl.northumbria.ac.uk/id/eprint/31547

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year

View more statistics


Policies: NRL Policies | NRL University Deposit Policy | NRL Deposit Licence