Security, Privacy, and Trust in 5G Services: Impact on Customer Loyalty and Satisfaction in Mobile Telecommunications

Abstract

The rollout of 5G technology has transformed mobile telecommunication services with faster speeds, lower latency, and a broader range of applications. However, as users become increasingly aware of data security and privacy issues, trust in 5G service providers has emerged as a critical factor influencing customer satisfaction and loyalty. This research investigates the relationship between perceived security, privacy protection, trust, and their collective impact on customer loyalty in the 5G telecom sector. The study employs a mixed-method approach using surveys and in-depth interviews among 5G users. The results reveal that trust—significantly influenced by perceived data security and privacy—strongly correlates with customer satisfaction and long-term loyalty. The study concludes by offering strategic recommendations for telecom providers to enhance trust and build customer retention in an increasingly data-conscious market.