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Speed isn't everything: a multi-criteria analysis of broadband access speeds in the UK


  • Stocker, Volker
  • Whalley, Jason


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. The results are of particular relevance for the ongoing universal service discussions in the UK and other countries.

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  • Stocker, Volker & Whalley, Jason, 2016. "Speed isn't everything: a multi-criteria analysis of broadband access speeds in the UK," 27th European Regional ITS Conference, Cambridge (UK) 2016 148707, International Telecommunications Society (ITS).
  • Handle: RePEc:zbw:itse16:148707

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    References listed on IDEAS

    1. Günter Knieps & Volker Stocker, 2016. "Price and QoS differentiation in all-IP networks," International Journal of Management and Network Economics, Inderscience Enterprises Ltd, vol. 3(4), pages 317-335.
    2. Kolko, Jed, 2012. "Broadband and local growth," Journal of Urban Economics, Elsevier, vol. 71(1), pages 100-113.
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    Cited by:

    1. Lobo, Bento J. & Alam, Md Rafayet & Whitacre, Brian E., 2020. "Broadband speed and unemployment rates: Data and measurement issues," Telecommunications Policy, Elsevier, vol. 44(1).

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    Internet Access; Broadband; QoS; QoE; Consumer Experience; Ofcom;
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