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ABSTRACT
This study examines Internet speed as a factor that influences customers’ switching intention in the UK mobile telecom market. A theoretical framework, developed from the academic literature, is tested via an extensive survey. The findings suggest that speed, along with other network service quality variables such as call quality and customer service, has a direct influence, and brand image an indirect influence on perceived value which in turn influences customer satisfaction and discourages switching intention.
Notes
3. The hypotheses are also presented in Figure-1.
Additional information
Notes on contributors
Bidit Lal Dey
Dr Bidit Lal Dey is a senior lecturer in marketing and the Director of the Brunel MBA Programme. His research interest revolves around the adoption and use of technologies particularly in emerging economies. He has also research extensively on consumer identity, acculturation and co-creation of value. He has been actively involved in conducting a number of training programmes and consultancy projects. He has published in top marketing, management and information systems journals. Bidit has co-edited a monograph and is currently guest editing a special issue of Technological Forecasting and Social Change.
Wafi Al-Karaghouli
Dr Wafi Al-Karaghouli gained extensive experience with multinational companies. 12 years industrial experience of which one was a Blue-chip and +30 years in Higher Education. A qualified practitioner in TQM and in Project Management Methodology PRINCE2. His research interest revolves around IT systems failures, knowledge management, operations managements and civil aviation. Recently, he has coauthored a textbook entitled “Understanding Islamic Financial Services: Theory & Practice”, Konganpage. Also, he contributed to the development of a Knowledge Management System at Merrill Lynch HSBC, BAA’s fast-track check-in desks and the Iris Recognition Immigration System (iris) at Heathrow Airport.
Stanimir Minov
Dr Stanimir Minov is an economist in the corporate strategy department of Three Hutchinson UK supporting institutional decision making and long-erm planning. Previously he has worked in the corporate strategy department of VEON and Telekom Austria Group.
Mujahid Mohiuddin Babu
Dr Mujahid Mohiuddin Babu works as Lecturer in Marketing in Coventry University. He has completed his PhD from Alliance Manchester Business School (AMBS), The University of Manchester, being awarded the prestigious Commonwealth Scholarship. He has delivered various consultancy projects with Swisscontact, The British Council, KATALYST (DFID-funded Swisscontact-project), G4S, International Financial Corporation (IFC) and with a leading Price Comparison Website of the UK. He held memberships of EMAC, Academy of Marketing, CIM and American Marketing Association. His research interest lies in the areas of firm’s strategic orientation, value creation, customer engagement and employee engagement.
Angela Ayios
Dr Angela Ayios is a lecturer at Brunel Business School, Brunel University London and a member of strategy, entrepreneurship and international business research group. Her research interest revolves around business ethics, social capital and corporate social responsibility. Angela teaches qualitative research methods and business ethics both at the undergraduate and postgraduate levels.
Syed Sardar Mahammad
Syed Sardar Mahammad is an experienced educator and he has worked in higher education for 18 years. His professional experience includes head of studies (postgraduate), academic lead (undergraduate), programme director and director of studies. He has led and taught at both undergraduate and postgraduate levels at the major academic institutions such as The University of Law Business School, University of Stirling London, Greenwich School of Management London, Global University Systems and Grenoble Ecole De Management. Syed is an MBA from Bradford University School of Management, GDL (Law) from Middlesex University London and currently completing his PhD research at Brunel University London.
Ben Binsardi
Dr Ben Binsardi is Senior Lecturer (Grade 9/Reader) in Business Studies at Glyndwr. He completed his undergraduate and postgraduate studies at State University, Texas Tech and Wichita, USA. Then, he obtained a PhD from Loughborough, UK, studying econometrics and undertook a Research Fellowship at the University of Oxford, UK. Ben has published several textbooks and research journals in the areas of Economic Impact Analyses, Research Methodology (Econometrics, Statistics and Grounded Theory), Digital Marketing Research and Financial Accounting. Ben has successfully supervised a disabled PhD student (Dr Alexis Egerton), who was awarded an Alpha Kappa Alpha Prize for his notable PhD research in “Public Finance”.