Exploring Customer Retention: An Empirical Analysis in the Indian Telecommunications Industry

Abstract

In any industry, customer satisfaction is paramount to achieving success, and this is particularly crucial in the telecommunications sector. With profit margins shrinking and the expense of acquiring new customers rising, telecom companies face significant challenges. The accessibility of information and a plethora of service options make it effortless for customers to switch providers. In this intensely competitive environment, telecom providers are constantly innovating to attract, retain, and expand their customer base. Providing top-notch service is vital for both attracting and retaining customers. This paper aims to explore the factors influencing customer churn in the telecom industry.