Exploring The Impact Of Telecom Models On Customer Experience In The Digital Age

Abstract

The telecommunications sector is a key pillar of the digital economy, relying on a blend of technical systems, service models, and customer focused strategies to deliver effective and high quality communication. This paper presents a structured review of major models used in telecommunications, including technical frameworks such as OSI, TCP/IP, and Erlang, as well as advancements in network technology from 2G to 5G. It also examines business models like Mobile Virtual Network Operators and Over The Top platforms, along with modern technologies such as Network Function Virtualization and Software Defined Networking.

To connect technology with customer experience, the study introduces the Integrated Telecom Satisfaction and Retention Model (ITSORM), a conceptual framework with three layers. ITSORM links technical infrastructure, service delivery, and customer experience, showing how each layer affects customer satisfaction and loyalty. The model demonstrates that problems in any part of the system can lead to customer loss, while strong alignment across all layers helps retain customers. This approach provides telecom companies with a clear way to review and improve their services, supporting higher customer satisfaction and loyalty by synthesizing established ideas and perspectives from existing literature.