Otwarty dostęp

Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany


Zacytuj

ACCC (2017), Broadband speed claims (August 2017, version 1), Australian Competition & Consumer Commission: Brisbane. Available at https://www.accc.gov.au/system/files/CCS%20-%20Broadband%20Speed%20Claims%20-%20Industry%20guidance%20-%20FINAL%20ex%20SCB%2018%20Aug%202....pdf (accessed December 12, 2018).Search in Google Scholar

Aiken, L.S. and West, S.G. (1991), Multiple regression: Testing and interpreting interactions, Sage: Newbury Park.Search in Google Scholar

Barone, M.J. and Miniard, P.W. (1999), “How and when factual ad claims mislead consumers: Examining the deceptive consequences of copy x copy interactions for partial comparative advertisements”, Journal of Marketing Research, Vol. 36, No. 1, pp. 58-74.Search in Google Scholar

Boush, D.M., Friestad, M. and Wright, P. (2009), Deception in the marketplace, Rout-ledge: New York.Search in Google Scholar

Brinkmann, B. (2013), “Internet langsamer als von Anbietern versprochen”, Süddeutsche.de Digital, 11.4.2013. Available at http://www.sueddeutsche.de/digital/bericht-der-bundesnetzagentur-internet-langsamer-als-von-anbietern-versprochen-1.1646805 (accessed December 12, 2018).Search in Google Scholar

Bünder, H. and Jansen, J. (2018a), “Mobilfunkkunden zahlen zu viel für langsames Internet”, Frankfurter Allgemeine Zeitung, 18.1.2018, No. 15, p. 22.Search in Google Scholar

Bünder, H. and Jansen, J. (2018b), “Der große Breitbandschwindel”, Frankfurter Allgemeine Zeitung, 13.2.2018, No. 37, p. 21.Search in Google Scholar

Bundesnetzagentur (2017a), Breitbandmessung Jahresbericht 2015/16, Bundesnetzagentur: Bonn. Available at https://www.bundesnetzagentur.de/SharedDocs/Downloads/DE/Sachgebiete/Telekommunikation/Verbraucher/Breitbandmessung/Breitbandmessung_Jahresbericht_%202015_2016.pdf?__blob=publicationFile&v=2 (accessed December 12, 2018).Search in Google Scholar

Bundesnetzagentur (2017b), Tätigkeitsbericht Telekommunikation 2016/2017, Bundesnetzagentur: Bonn. Available at https://www.bundesnetzagentur.de/SharedDocs/Downloads/DE/Allgemeines/Bundesnetzagentur/Publikationen/Berichte/2017/TB_Telekommunikation20162017.pdf?__blob=publicationFile&v=3 (accessed December 12, 2018).Search in Google Scholar

Bundesnetzagentur (2018a), Breitbandmessung (17. Jan. 2018), Bundesnetzagentur: Bonn. Available at https://www.bundesnetzagentur.de/DE/Sachgebiete/Telekommunikation/Verbraucher/Breitbandmessung/Breitbandmessung-node.html (accessed December 12, 2018).Search in Google Scholar

Bundesnetzagentur (2018b), Breitbandmessung Jahresbericht 2016/17, Bundesnetzagentur: Bonn. Available at https://www.bundesnetzagentur.de/SharedDocs/Downloads/DE/Sachgebiete/Telekommunikation/Verbraucher/Breitbandmessung/Breitbandmessung_Jahresbericht_%202016_2017.pdf?__blob=publicationFile&v=3 (accessed December 12, 2018).Search in Google Scholar

Buoye, A. (2016), “An examination of relative satisfaction and share of wallet”, Journal of Service Theory and Practice, Vol. 26, No. 3, pp. 297-314.10.1108/JSTP-08-2014-0182Search in Google Scholar

CAP (2017), Broadband speed claims: Advertising guidance (non-broadcast and broadcast) (23 Nov. 2017), Committee of Advertising Practice & Advertising Standards Authority: London. Available at https://www.asa.org.uk/uploads/assets/uploaded/2fb48b59-c087-470c-8ff2a39b6fe2cd7f.pdf (accessed December 12, 2018).Search in Google Scholar

Chuah, S.H., Marimuthu, M., Kandampully, J. and Bilgihan, A. (2017), “What drives Gen Y loyalty? Understanding the mediated moderating roles of switching costs and alternative attractiveness in the value-satisfaction-loyalty chain”, Journal of Retailing and Consumer Services, Vol. 36, No. 1, pp. 124-136.10.1016/j.jretconser.2017.01.010Search in Google Scholar

Chuang, S.-C., Cheng, Y.-H., Chang, C.-J. and Yang, S.-W. (2012), “The effect of service failure types and service recovery on customer satisfaction: A mental accounting perspective”, The Service Industries Journal, Vol. 32, No. 2, pp. 257-271.10.1080/02642069.2010.529435Open DOISearch in Google Scholar

Cronbach, L.J. (1987), “Statistical tests for moderator variables: Flaws in analyses recently proposed”, Psychological Bulletin, Vol. 102, No. 3, pp. 414-417.10.1037/0033-2909.102.3.414Open DOISearch in Google Scholar

Dabholkar, P.A. and Sheng, X. (2008), “Perceived download waiting in using web sites: A conceptual framework with mediating and moderating effects”, Journal of Marketing Theory and Practice, Vol. 16, No. 3, pp. 259-270.10.2753/MTP1069-6679160306Search in Google Scholar

Dellaert, B.G. and Kahn, B.E. (1999), “How tolerable is delay? Consumers’ evaluations of Internet web sites after waiting”, Journal of Interactive Marketing, Vol. 13, No. 1, pp. 41-54.10.1002/(SICI)1520-6653(199924)13:1<41::AID-DIR4>3.0.CO;2-SSearch in Google Scholar

Dialog Consult and VATM (2017), 19. TK-Marktanalyse Deutschland 2017, Dialog Consult: Düsseldorf. Available at http://www.dialog-consult.com/pdf/Dialog_Consult_Newsletter_201701.pdf (accessed December 12, 2018).Search in Google Scholar

Elkins, E. (2018), “Powered by Netflix: Speed test services and video-on-demand’s global development projects”, Media, Culture & Society, Vol. 40, No. 6, pp. 838-855.10.1177/0163443718754649Search in Google Scholar

Fathy, D., Elsharnouby, T.H. and Aish, E.A. (2016), “Deception in advertising revisited: Antecedents and differences in perception across consumer groups”, International Journal of Business and Emerging Markets, Vol. 8, No. 4, pp. 403-425.10.1504/IJBEM.2016.079789Search in Google Scholar

Faulhaber, G.R. (2010), “Transparency and broadband Internet service providers”, International Journal of Communication, Vol. 4, No 1, pp. 738-757.Search in Google Scholar

FCC (2016), Measuring broadband America: Fixed broadband report, Federal Communications Commission: Washington. Available at http://data.fcc.gov/download/measuring-broadband-america/2016/2016-Fixed-Measuring-Broadband-America-Report.pdf (accessed December 12, 2018).Search in Google Scholar

Gerpott, T.J. (2016), “Management von Kundenzufriedenheit in der Mobilfunkbranche”, in Homburg, C. (ed.), Kundenzufriedenheit (9th ed.), Springer Gabler: Wiesbaden, pp. 459-505.10.1007/978-3-658-08689-3_16Search in Google Scholar

Gerpott, T.J. (2017a), “Regulierung der Mindestqualität von Internetzugangsdiensten”, Netzwirtschaften & Recht, Vol. 14, No. 3-4, pp. 143-149.Search in Google Scholar

Gerpott, T.J. (2017b), “Informationsbereitstellung für Verbraucher bei Internetzugangsdiensten”, Kommunikation & Recht, Vol. 20, No. 6, pp. 378-383.Search in Google Scholar

Gerpott, T.J., Rams, W. and Schindler, A. (2001), “Customer retention, loyalty, and satisfaction in the German mobile cellular telecommunications market”, Telecommunications Policy, Vol. 25, No. 4, pp. 249-269.10.1016/S0308-5961(00)00097-5Open DOISearch in Google Scholar

Gillespie, E.A., Hybnerova, K., Esmark, C. and Noble, S.M. (2016), “A tangled web: Views of deception from the customer’s perspective”, Business Ethics: A European Review, Vol. 25, No. 2, pp. 198-216.10.1111/beer.12068Open DOISearch in Google Scholar

Giovanis, A.N., Zondiros, D. and Tomaras, P. (2014), “The antecedents of customer loyalty for broadband services: The role of service quality, emotional satisfaction and corporate image”, Procedia Social and Behavioral Sciences, Vol. 148, pp. 236-244.10.1016/j.sbspro.2014.07.039Search in Google Scholar

Gneezy, A., Gneezy, U. and Lauga, D.O. (2014), “A reference-dependent model of the price-quality heuristic”, Journal of Marketing Research, Vol. 51, No. 2, pp. 153-164.10.1509/jmr.12.0407Search in Google Scholar

Grubesic, T.H. (2015), “The broadband provision tensor”, Growth and Change, Vol. 46, No. 1, pp. 58-80.10.1111/grow.12083Search in Google Scholar

Grzybowski, L., Hasbi, M. and Liang, J. (2018), “Transition from copper to fiber broadband: The role of connection speed and switching costs”, Information Economics and Policy, Vol. 42, No. 1, pp. 1-10.10.1016/j.infoecopol.2017.07.001Search in Google Scholar

Hasan, S.A., Subhani, M.I. and Mateen, A. (2011), “Effects of deceptive advertising on consumer loyalty in telecommunication industry of Pakistan”, Information Management and Business Review, Vol. 3, No. 5, pp. 261-264.10.22610/imbr.v3i5.942Search in Google Scholar

ITU (2017), The state of broadband: Broadband catalyzing sustainable development, International Telecommunication Union: Genf. Available at https://www.itu.int/dms_pub/itu-s/opb/pol/S-POL-BROADBAND.18-2017-PDF-E.pdf (accessed December 12, 2018).Search in Google Scholar

Jha, S. and Balaji, M.S. (2015), “Perceived justice and recovery satisfaction: The moderating role of customer-perceived quality”, Management & Marketing, Vol. 10, No. 2, pp. 132-147.10.1515/mmcks-2015-0011Search in Google Scholar

Kahneman, D. and Tversky, A. (1979), “Prospect theory: An analysis of decision under risk”, Econometrica, Vol. 47, No. 2, pp. 263-291.10.2307/1914185Search in Google Scholar

Khan, S.K., Saeed, N., Feroz, M., Liaqaut, S., Khan, A. and Jabeen, Z. (2015), “Impact of deceptive marketing on consumers behavior: A case of cellular industry of Pakistan”, Journal of Marketing and Consumer Research, Vol. 18, No. 1, pp. 91-100.Search in Google Scholar

Kim, H.-S. and Yoon, C.-H. (2004), “Determinants of subscriber churn and customer loyalty in the Korean mobile telephony market”, Telecommunications Policy, Vol. 28, No. 9-10, pp. 751-765.10.1016/j.telpol.2004.05.013Open DOISearch in Google Scholar

Klingbeil, L. (2017), “Interview Netzfragen zur Bundestagswahl”, Telepolis Onlinemagazin für Politik & Medien im digitalen Zeitalter (2. Sep. 2017). Available at http://www.heise.de/-3820058 (accessed December 12, 2018).Search in Google Scholar

Klink, J., Podolska, M.J. and Uhl, T. (2012), Regulatory framework and technical aspects of broadband access to the Internet in Europe, 2nd Baltic Congress on Future Internet Communications. Vilnius: IEEE. DOI: 10.1109/BCFIC.2012.6217980. Available at http://ieeexplore.ieee.org/stamp/stamp.jsp?tp=&arnumber=6217980 (accessed December 12, 2018).10.1109/BCFIC.2012.6217980.Availableathttp://ieeexplore.ieee.org/stamp/stamp.jsp?tp=&arnumber=6217980(accessedDecember12,2018)Open DOISearch in Google Scholar

Lukas, K., Marks, A., Schöttler, B.O. and Sudhues, C. (2013), Abschlussbericht „Dienstequalität von Breitbandzugängen”, Zafaco: Ismaning. Available at https://www.bundesnetzagentur.de/SharedDocs/Downloads/DE/Sachgebiete/Telekommunikation/Verbraucher/Breitbandmessung/Qualitaetsstudie/AbschlussberichtQualitaetsstudie.2012.pdf?__blob=publicationFile&v=2 (accessed December 12, 2018).Search in Google Scholar

Lukas, K., Marks, A., Schöttler, B.O. and Sudhues, C. (2014), Abschlussbericht „Dienstequalität von Breitbandzugängen II”, Zafaco: Ismaning. Available at https://www.bundesnetzagentur.de/SharedDocs/Downloads/DE/Sachgebiete/Telekommunikation/Verbraucher/Breitbandmessung/Qualitaetsstudie/AbschlussberichtQualitaetsstudie2013.pdf?__blob=publicationFile&v=3 (accessed December 12, 2018).Search in Google Scholar

Lunn, P.D. and Lyons, S. (2017), “Customer switching intentions for telecoms services: Evidence from Ireland”, MPRA Paper No. 77412 (10. Mar. 2017): Dublin. Available at https://mpra.ub.unimuenchen.de/77412/1/MPRA_paper_77412.pdf (accessed December 12, 2018).Search in Google Scholar

Malhotra, A. and Kubowicz Malhotra, C. (2013), “Exploring switching behavior of US mobile service customers”, Journal of Services Marketing, Vol. 27, No. 1, pp. 13-24.10.1108/08876041311296347Search in Google Scholar

Mansmann, U. (2009), “Grob geschätzt – Online-Speedtests arbeiten ungenau”, c’t magazin für computer technik, Vol. 27, No. 8, p. 157.Search in Google Scholar

Ofcom (2016), Ofcom broadband and mobile checker app, Office of Communications (16.Search in Google Scholar

Dec. 2016): London. Available at https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/ofcom-checker (accessed December 12, 2018).Search in Google Scholar

Ofcom (2018), UK home broadband performance, Office of Communications (9 May 2018): London. Available at https://www.ofcom.org.uk/__data/assets/pdf_file/0027/113796/home-broadband-2017.pdf (accessed December 12, 2018).Search in Google Scholar

Quach, T.N., Jebarajakirthy, C. and Thaichon, P. (2016), “The effects of service quality on internet service provider customers’ behaviour”, Asia Pacific Journal of Marketing and Logistics, Vol. 28, No. 3, pp. 435-463.10.1108/APJML-03-2015-0039Search in Google Scholar

Podsakoff, P.M., MacKenzie, S.B., Lee, J.-Y. and Podsakoff, N.P. (2003), “Common method biases in behavioral research: A critical review of the literature and recommended remedies”, Journal of Applied Psychology, Vol. 88, No. 5, pp. 879-903.10.1037/0021-9010.88.5.879Open DOISearch in Google Scholar

Reuter, M. (2018), Breitbandmessung: Wenn deine Internetverbindung ein Backofen wäre., Netzpolitik.org (18. Jan. 2018): Berlin. Available at https://netzpolitik.org/2018/breitbandmessung-wenn-deine-internetverbindung-ein-backofen-waere/ (accessed December 12, 2018).Search in Google Scholar

Riquelme, I.P., Romàn, S. and Iacobucci, D. (2016), “Consumers’ perceptions of online and offline retailer deception: A moderated mediation analysis”, Journal of Interactive Marketing, Vol. 35, No. 1, pp. 16-26.10.1016/j.intmar.2016.01.002Search in Google Scholar

Ryan, G., Mar Pàmies, M. del and Valverde, M. (2015), “WWW=Wait, wait,wait: Emotional reactions to waiting on the Internet”, Journal of Electronic Commerce Research, Vol. 16, No. 4, pp. 261-275.Search in Google Scholar

Ryan, G. and Valverde, M. (2006), “Waiting in line for online services: A qualitative study of the user’s perspective”, Information Systems Journal, Vol. 16, No. 2, pp. 181-211.10.1111/j.1365-2575.2006.00214.xOpen DOISearch in Google Scholar

Schamberg, J. (2015), “Urteil zur Internetgeschwindigkeit: Auch “bis zu”-Werbung kann irreführend sein”, Onlinekosten.de (14. Nov. 2015). Available at https://www.onlinekosten.de/news/urteil-zur-internetgeschwindigkeit-auchbis-zu-werbung-kann-irrefuehrend-sein_202558.html (accessed December 12, 2018).Search in Google Scholar

Shahzad, M. and Kausar, M. (2016), The influence of deceptive advertising on customer trust and loyalty, School of Business and Economics: Umeå. Available at http://www.diva-portal.org/smash/get/diva2:952451/FULLTEXT01.pdf (accessed December 12, 2018).Search in Google Scholar

Stocker, V. and Whalley, J. (2018), “Speed isn’t everything: A multi-criteria analysis of the broadband consumer experience in the UK”, Telecommunications Policy, Vol. 42, No. 1, pp. 1-14.10.1016/j.telpol.2017.06.001Search in Google Scholar

Telekom Deutschland (2018), Leistungsbeschreibung MagentaZuhause (Stand: 01.01. 2018), Deutsche Telekom: Bonn. Available at https://www.telekom.de/dlp/agb/pdf/44910.pdf (accessed December 12, 2018).Search in Google Scholar

Thaichon, P., Lobo, A., Prentice, C. and Quach, T.N. (2014), “The development of service quality dimensions for internet service providers: Retaining customers of different usage patterns”, Journal of Retailing and Consumer Services, Vol. 21, No. 6, pp. 1047-1058.10.1016/j.jretconser.2014.06.006Search in Google Scholar

Xie, G.-X., Madrigal, R. and Boush, D.M. (2015), “Disentangling the effects of perceived deception and anticipated harm on consumer responses to deceptive advertising”, Journal of Business Ethics, Vol. 129, No. 2, pp. 281-293.10.1007/s10551-014-2155-2Search in Google Scholar