Customer satisfaction for broadband services using a stated choice experiment

Con Korkofingas

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contributionpeer-review


This paper examines customer satisfaction with a hypothetically new broadband service using a two-stage stated choice experiment. The first stage of the experiment introduces the new broadband service. After indicating a choice between the two services respondents are given a hypothetical product experience with one of the services and satisfaction is measured. The satisfaction response is analysed using binary logit to determine the impacts of expected performance, actual performance and disconfirmation on customer satisfaction. Results suggest disconfirmation of expectations is important in determining customer satisfaction /dissatisfaction as well as the price of the experienced alternative. Interactions between disconfirmed attributes and other attributes also are significant overall.
Original languageEnglish
Title of host publicationANZMAC 2006 Abstracts & programme
Subtitle of host publicationBrisbane, Queensland 4-6 December 2006 : advancing theory, maintaining relevance
EditorsYunus Ali, Maria van Dessel
Place of PublicationBrisbane, Australia
Number of pages8
ISBN (Print)1741071593
Publication statusPublished - 2006
EventAustralian and New Zealand Marketing Academy Conference (2006) - Brisbane
Duration: 4 Dec 20066 Dec 2006


ConferenceAustralian and New Zealand Marketing Academy Conference (2006)


  • satisfaction
  • disconfirmation
  • stated choice


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