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

Volker Stocker and Jason Whalley

Telecommunications Policy, 2018, vol. 42, issue 1, 1-14

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.

Keywords: Internet access; Broadband; QoS; QoE; Consumer experience; Ofcom (search for similar items in EconPapers)
Date: 2018
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Citations: View citations in EconPapers (12)

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DOI: 10.1016/j.telpol.2017.06.001

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