Have a personal or library account? Click to login
Relative fixed Internet connection speed experiences as antecedents of customer satisfaction and loyalty: An empirical analysis of consumers in Germany Cover

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

Open Access
|Jan 2019

References

  1. 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).
  2. Aiken, L.S. and West, S.G. (1991), Multiple regression: Testing and interpreting interactions, Sage: Newbury Park.
  3. 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. 58-74.10.1177/002224379903600105
  4. Boush, D.M., Friestad, M. and Wright, P. (2009), Deception in the marketplace, Rout-ledge: New York.
  5. 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).
  6. Bünder, H. and Jansen, J. (2018a), “Mobilfunkkunden zahlen zu viel für langsames Internet”, Frankfurter Allgemeine Zeitung, 18.1.2018, No. 15, p. 22.
  7. Bünder, H. and Jansen, J. (2018b), “Der große Breitbandschwindel”, Frankfurter Allgemeine Zeitung, 13.2.2018, No. 37, p. 21.
  8. 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).
  9. 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).
  10. 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).
  11. 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).
  12. 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-08-2014-0182
  13. 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).
  14. 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.2017.01.010
  15. 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. 257-271.10.1080/02642069.2010.529435
  16. Cronbach, L.J. (1987), “Statistical tests for moderator variables: Flaws in analyses recently proposed”, Psychological Bulletin, Vol. 102, No. 3, pp. 414-417.10.1037/0033-2909.102.3.414
  17. 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/MTP1069-6679160306
  18. 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-S
  19. 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).
  20. 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. 838-855.10.1177/0163443718754649
  21. 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.2016.079789
  22. Faulhaber, G.R. (2010), “Transparency and broadband Internet service providers”, International Journal of Communication, Vol. 4, No 1, pp. 738-757.
  23. 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).
  24. 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_16
  25. Gerpott, T.J. (2017a), “Regulierung der Mindestqualität von Internetzugangsdiensten”, Netzwirtschaften & Recht, Vol. 14, No. 3-4, pp. 143-149.
  26. Gerpott, T.J. (2017b), “Informationsbereitstellung für Verbraucher bei Internetzugangsdiensten”, Kommunikation & Recht, Vol. 20, No. 6, pp. 378-383.
  27. 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)00097-5
  28. 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.12068
  29. 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.2014.07.039
  30. 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.12.0407
  31. Grubesic, T.H. (2015), “The broadband provision tensor”, Growth and Change, Vol. 46, No. 1, pp. 58-80.10.1111/grow.12083
  32. 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.2017.07.001
  33. 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.v3i5.942
  34. 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).
  35. 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-2015-0011
  36. Kahneman, D. and Tversky, A. (1979), “Prospect theory: An analysis of decision under risk”, Econometrica, Vol. 47, No. 2, pp. 263-291.10.2307/1914185
  37. 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.
  38. 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.2004.05.013
  39. 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).
  40. 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)
  41. 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).
  42. 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).
  43. 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).
  44. Malhotra, A. and Kubowicz Malhotra, C. (2013), “Exploring switching behavior of US mobile service customers”, Journal of Services Marketing, Vol. 27, No. 1, pp. 13-24.10.1108/08876041311296347
  45. Mansmann, U. (2009), “Grob geschätzt – Online-Speedtests arbeiten ungenau”, c’t magazin für computer technik, Vol. 27, No. 8, p. 157.
  46. Ofcom (2016), Ofcom broadband and mobile checker app, Office of Communications (16.
  47. Dec. 2016): London. Available at https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/advice/ofcom-checker (accessed December 12, 2018).
  48. 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).
  49. 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-03-2015-0039
  50. 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. 879-903.10.1037/0021-9010.88.5.879
  51. 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).
  52. 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.2016.01.002
  53. 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.
  54. 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.x
  55. 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).
  56. 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).
  57. 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.2017.06.001
  58. 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).
  59. 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.2014.06.006
  60. 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/s10551-014-2155-2
DOI: https://doi.org/10.2478/mmcks-2018-0029 | Journal eISSN: 2069-8887 | Journal ISSN: 1842-0206
Language: English
Page range: 1150 - 1173
Published on: Jan 25, 2019
Published by: Society for Business Excellence
In partnership with: Paradigm Publishing Services
Publication frequency: 4 issues per year

© 2019 Torsten J. Gerpott, published by Society for Business Excellence
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 3.0 License.