Title: Modelling customer satisfaction and customer loyalty in the frame of telecommunications industry: a review

Authors: Rituraj Saroha; Saloni Pawan Diwan

Addresses: University School of Management, Kurukshetra University, Kurukshetra-136119, Haryana, India ' University School of Management, Kurukshetra University, Kurukshetra-136119, Haryana, India

Abstract: The purpose of this paper is to review the existing literature on the modelling of customer satisfaction and loyalty determinants in the context of the telecommunications industry. The available literature on the development and treatment of various models of customer satisfaction and customer loyalty in the context of Telecom service sector is reviewed systematically. This allowed us to compare the findings from different studies carried out in different geographies on this subject. The review provides underlying patterns of relationships and interplays between customer satisfaction, customer loyalty and their influencing factors. The paper vividly examines the areas wherein the reviewed studies taken from varied geographical areas of the world stand in consensus with each other and the areas wherein they differ in opinion. Such understanding is relevant for academicians and researchers for furthering the work in this field. The insights into the previous studies, considered for this paper, are discussed and suggestions for future research are provided which paves the way of further empirical analysis of the insights thus brought to surface by this paper.

Keywords: telecommunications; customer satisfaction; customer loyalty; modelling.

DOI: 10.1504/EMJM.2017.084269

EuroMed Journal of Management, 2017 Vol.2 No.1, pp.15 - 37

Received: 30 Aug 2016
Accepted: 15 Sep 2016
Published online: 23 May 2017 *

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