Assessing the key factors influencing 4G users' intentions to upgrade to 5G networks
Hsiao-Han Lu and
Shi-Fen Huang
Technology in Society, 2025, vol. 81, issue C
Abstract:
This research examines how 4G network quality (i.e., speed, coverage, and call and text quality), media reviews, 5G promotion, and 5G perceived cost affect 5G perceived value, customer satisfaction, and corporate image toward a mobile network provider. These factors consequently influence loyalty and intention to use 5G from the perspective of customer-based brand equity. The results show the following key effects. (1) Network coverage and speed of 4G have positive effects on corporate image; (2) Call and text quality of 4G has a significantly positive effect on satisfaction, but a significantly negative effect on 5G perceived value. These findings imply that the high quality of call and text of 4G offered by current providers may reduce the perceived value of 5G, as users may feel that their current 4G service is already good for use. However, 5G technology is still progressing. (3) Media reviews have positive effects on corporate image and 5G perceived value, but significantly negative effects on customer satisfaction. These findings suggest that media reviews enhance corporate image and value perceptions. However, the heightened expectations they create may lead to reduced customer satisfaction; (4) 5G perceived value is the primary driving force of customers’ intention to use 5G, and 5G promotion is the strongest predictor among the factors influencing this perceived value; (5) Customer satisfaction with mobile network providers negatively relates to intention to use 5G, but positively relates to loyalty. Customer satisfaction can thus lead to the intention to use 5G through customer loyalty. Lastly, theoretical and practical implications for mobile service providers are discussed.
Keywords: 4G network quality; 5G promotion; 5G perceived cost; 5G perceived value; Customer loyalty; Intention to use 5G (search for similar items in EconPapers)
Date: 2025
References: View references in EconPapers View complete reference list from CitEc
Citations:
Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0160791X24003580
Full text for ScienceDirect subscribers only
Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.
Export reference: BibTeX
RIS (EndNote, ProCite, RefMan)
HTML/Text
Persistent link: https://EconPapers.repec.org/RePEc:eee:teinso:v:81:y:2025:i:c:s0160791x24003580
DOI: 10.1016/j.techsoc.2024.102810
Access Statistics for this article
Technology in Society is currently edited by Charla Griffy-Brown
More articles in Technology in Society from Elsevier
Bibliographic data for series maintained by Catherine Liu ().