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Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider

Author

Listed:
  • Yogesh K. Dwivedi

    (Swansea University)

  • Anastasia Papazafeiropoulou

    (Brunel University)

  • Willem-Paul Brinkman

    (Delft University of Technology)

  • Banita Lal

    (Nottingham Trent University)

Abstract

Although the broadband market has considerably matured, follow-up research on the continued adoption of broadband is yet to be conducted. The aim of this research was therefore to investigate empirically the influence of service quality and secondary influence on consumers’ behavioural intention to change from their existing internet service provider (ISP) to an alternative service provider. The investigation focuses upon broadband household consumers within the UK. The study was conducted using a postal survey; a self-administered questionnaire was sent to 1600 households and a total of 358 completed replies were obtained. The results suggest that both service quality and secondary influence were significantly correlated to consumers’ behavioural intentions to change ISP. The implications of these findings are presented, followed by a discussion of the limitations of this research and future research directions.

Suggested Citation

  • Yogesh K. Dwivedi & Anastasia Papazafeiropoulou & Willem-Paul Brinkman & Banita Lal, 2010. "Examining the influence of service quality and secondary influence on the behavioural intention to change internet service provider," Information Systems Frontiers, Springer, vol. 12(2), pages 207-217, April.
    • Handle: RePEc:spr:infosf:v:12:y:2010:i:2:d:10.1007_s10796-008-9074-7
    DOI: 10.1007/s10796-008-9074-7
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    References listed on IDEAS

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    Cited by:

    1. Junzhao Ma & Qingyi Huang, 2015. "Does better Internet access lead to more adoption? A new empirical study using household relocation," Information Systems Frontiers, Springer, vol. 17(5), pages 1097-1110, October.
    2. Wang, Wei-Tsong & Ou, Wei-Ming & Chen, Wen-Yin, 2019. "The impact of inertia and user satisfaction on the continuance intentions to use mobile communication applications: A mobile service quality perspective," International Journal of Information Management, Elsevier, vol. 44(C), pages 178-193.
    3. Nripendra P. Rana & Yogesh K. Dwivedi & Michael D. Williams & Vishanth Weerakkody, 2015. "Investigating success of an e-government initiative: Validation of an integrated IS success model," Information Systems Frontiers, Springer, vol. 17(1), pages 127-142, February.
    4. Nripendra P. Rana & Yogesh K. Dwivedi & Michael D. Williams, 2015. "A meta-analysis of existing research on citizen adoption of e-government," Information Systems Frontiers, Springer, vol. 17(3), pages 547-563, June.
    5. Chulhwan Chris Bang, 2015. "Information systems frontiers: Keyword analysis and classification," Information Systems Frontiers, Springer, vol. 17(1), pages 217-237, February.

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