Open AccessService Innovation for Customer Satisfaction of Telecommunication Companies
Author(s) -
Shinta Devi Lukitasari
Publication year - 2020
Publication title -
itej (information technology engineering journals)
Language(s) - English
Resource type - Journals
eISSN - 2548-2157
pISSN - 2548-2130
DOI - 10.24235/itej.v5i1.39
Subject(s) - business , customer advocacy , customer retention , customer satisfaction , loyalty business model , marketing , customer to customer , telecommunications service , customer delight , telecommunications , service (business) , customer intelligence , service quality , computer science
Customer perception is important in the company's business sustainability. In today's competitive global market situation, customers are always looking for services that have more value to meet their needs. Innovation becomes important to differentiate service values in customer perceptions. This paper presents several survey papers which state the significant relationship between the innovation of telecommunications companies and their customers' satisfaction and loyalty. The influence factors considered by customers and aggressively affect their satisfaction also explained in previous surveys. Several innovations have also been carried out by various researchers to improve customer perceptions through excellent customer experience when interacting with customer relationship management. This paper also presents the novel method of developing value-added services for telecommunications companies and the development service roadmap that accurately predicts the successful implementation of an innovation into the market. Further research can utilize the above studies to develop services in other aspects of customer experience on telecommunications services.