Business, Management and Accounting
6 years ago

Enhancing Customer Experience Boosts Loyalty in Telecommunication Industry

International Journal of Academic Research in Business and Social Sciences
The Influence of Customer Experience on Customer Loyalty in Telecommunication Industry
Noorain Imbug, Sylvia Nabila Azwa Ambad, Imbarine Bujang

Paper Summary

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The study looked at how customer experiences affect customer loyalty in the telecom industry. They surveyed 248 network service subscribers and used a method called Structural Equation Modelling for analysis. They found that good customer experiences, especially in core service, charging, and brands, lead to higher customer loyalty. This means that providing a positive customer experience can help telecom companies keep their customers happy and loyal.