Business, Management and Accounting
8 years ago

Customer orientation boosts satisfaction, trust, and retention in telecom services.

Information Management and Business Review
The Influence of Customer Orientation on Customer Relationship in Telecom Services
Junaid Ul Haq, Saqib Mehmood

Paper Summary

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Customer Relationships

Customer orientation positively impacts customer satisfaction and trust, leading to increased customer retention in telecom services. The study collected data through surveys and found that organizations focusing on customer satisfaction and trust can better control customer retention. Customer trust has a significant positive effect on retention, while customer satisfaction can be negatively impacted by various reasons. This research was conducted in a competitive market to address the challenge of retaining customers and emphasizes the importance of prioritizing customer satisfaction and trust to combat customer switching.