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

Stocker, Volker and Whalley, Jason (2018) Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK. Telecommunications Policy, 42 (1). pp. 1-14. ISSN 0308-5961

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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
Depositing User:	Becky Skoyles
Date Deposited:	07 Aug 2017 09:42
Last Modified:	19 Nov 2019 09:47
URI:	http://nrl.northumbria.ac.uk/id/eprint/31547

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