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

Volker Stocker and Jason Whalley ()
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Volker Stocker: University Freiburg
Jason Whalley: Newcastle University Business School, TEM - Télécom Ecole de Management

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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.

Keywords: QoE; Consumer experience; Ofcom; Internet access; Broadband; QoS (search for similar items in EconPapers)
Date: 2018-02
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Published in Telecommunications Policy, 2018, 42 (1), pp.1-14. ⟨10.1016/j.telpol.2017.06.001⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04930990

DOI: 10.1016/j.telpol.2017.06.001

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