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

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  • Stocker, Volker
  • Whalley, Jason

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.

Suggested Citation

  • Stocker, Volker & Whalley, Jason, 2018. "Speed isn't everything: A multi-criteria analysis of the broadband consumer experience in the UK," Telecommunications Policy, Elsevier, vol. 42(1), pages 1-14.
    • Handle: RePEc:eee:telpol:v:42:y:2018:i:1:p:1-14
    DOI: 10.1016/j.telpol.2017.06.001
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    References listed on IDEAS

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    1. Peyman FARATIN & David CLARK & Steven BAUER & William LEHR & Patrick GILMORE & Arthur BERGER, 2008. "The Growing Complexity of Internet Interconnection," Communications & Strategies, IDATE, Com&Strat dept., vol. 1(72), pages 51-72, 4th quart.
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    3. David D. Clark & William H. Lehr & Steven Bauer, 2016. "Interconnection in the Internet: peering, interoperability and content delivery," Chapters, in: Johannes M. Bauer & Michael Latzer (ed.), Handbook on the Economics of the Internet, chapter 16, pages 344-362, Edward Elgar Publishing.
    4. Oecd, 2011. "National Broadband Plans," OECD Digital Economy Papers 181, OECD Publishing.
    5. Krämer, Jan & Wiewiorra, Lukas & Weinhardt, Christof, 2013. "Net neutrality: A progress report," Telecommunications Policy, Elsevier, vol. 37(9), pages 794-813.
    6. Mikkonen, Karri & Niskanen, Hanna & Pynnönen, Mikko & Hallikas, Jukka, 2015. "The presence of emotional factors: An empirical exploration of bundle purchasing process," Telecommunications Policy, Elsevier, vol. 39(8), pages 642-657.
    7. Stocker, Volker & Smaragdakis, Georgios & Lehr, William & Bauer, Steven, 2017. "The growing complexity of content delivery networks: Challenges and implications for the Internet ecosystem," Telecommunications Policy, Elsevier, vol. 41(10), pages 1003-1016.
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    Cited by:

    1. Madlener, Reinhard & Sheykhha, Siamak & Briglauer, Wolfgang, 2022. "The electricity- and CO2-saving potentials offered by regulation of European video-streaming services," Energy Policy, Elsevier, vol. 161(C).
    2. Yifeng Philip Chen & Edward J. Oughton & Jakub Zagdanski & Maggie Mo Jia & Peter Tyler, 2023. "Crowdsourced data indicates broadband has a positive impact on local business creation," Papers 2308.14734, arXiv.org.
    3. Lee, Hyeongjik & Jeong, Seonkoo & Lee, Kwanghee, 2020. "Developing the Method for Estimating the Costs of Providing Broadband Universal Service: Korean Case," ITS Conference, Online Event 2020 224865, International Telecommunications Society (ITS).
    4. Briglauer, Wolfgang & Stocker, Volker, 2020. "Bedeutung digitaler Infrastrukturen und Dienste und Maßnahmen zur Förderung der Resilienz in Krisenzeiten," Policy Notes 42, EcoAustria – Institute for Economic Research.
    5. Jung, Juan & López-Bazo, Enrique, 2020. "On the regional impact of broadband on productivity: The case of Brazil," Telecommunications Policy, Elsevier, vol. 44(1).
    6. Charalampopoulos, George & Katsianis, Dimitris & Varoutas, Dimitris, 2020. "Investigating the intertwining impact of wholesale access pricing and the commitment to net neutrality principle on European next-generation access networks private investment plans: An options-game a," Telecommunications Policy, Elsevier, vol. 44(3).
    7. Quaglione, Davide & Matteucci, Nicola & Furia, Donatella & Marra, Alessandro & Pozzi, Cesare, 2020. "Are mobile and fixed broadband substitutes or complements? New empirical evidence from Italy and implications for the digital divide policies," Socio-Economic Planning Sciences, Elsevier, vol. 71(C).
    8. Sjøvaag, Helle & Olsen, Ragnhild Kr. & Ferrer-Conill, Raul, 2024. "Delivering content: Modular broadcasting technology and the role of content delivery networks," Telecommunications Policy, Elsevier, vol. 48(4).
    9. Stocker, Volker & Whalley, Jason, 2019. "Who replies to consultations, and what do they say? The case of broadband universal service in the UK," Telecommunications Policy, Elsevier, vol. 43(8), pages 1-1.
    10. Briglauer, Wolfgang & Stocker, Volker & Whalley, Jason, 2020. "Public policy targets in EU broadband markets: The role of technological neutrality," Telecommunications Policy, Elsevier, vol. 44(5).
    11. Lee, Hyeongjik & Jeong, Seonkoo & Lee, Kwanghee, 2021. "Estimating the deployment costs of broadband universal service via fiber networks in Korea," Telecommunications Policy, Elsevier, vol. 45(4).

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