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Indian mobile industry is the most rapidly expanding businesses in the world. Presently, India is one of the second world’s largest telecommunication market and is still mounting. The main aim of this review paper is to explore the factors affecting towards the customer retention from the customers prospective in line with the experience of mobile connections to our country. The present study conducts a systematic review of 50 research papers published across reference peer reviewed journals during 2001-2019 in telecom sector. During the analysis of the literature review, various categories are adopted such as publication year, journals, research design, methodology, related research area, findings, limitations and challenges to the telecom industries. The study is useful for academic researchers, managers and practitioners in the telecom field. The authors critically reviewed the papers and develop a framework to study the significant factors influencing retention in telecom domain. The recommendations also have been made to this review paper on factors influencing customer retention and the directions for future researches are indicated. The authors have found 64 sub factors affecting retention in telecom sector and then categorized these factors into significant factors such as service, support, brand, network coverage, pricing, and customer relation and regulation impact.

Factors Affecting Customer Retention in Telecom Sector: A systematic review in Indian perspective