Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK |
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Institution: | 1. Abteilung für Netzökonomie, Wettbewerbsökonomie und Verkehrswissenschaft, University of Freiburg, Freiburg, Germany;2. Newcastle Business School, Northumbria University, Newcastle, UK;3. TELECOM École de Management, Institut Mines and Telecoms, Évry, France |
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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. |
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Keywords: | Internet access Broadband QoS QoE Consumer experience Ofcom |
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