Role of Information and Communication Technology (ICT) in Improving Service Quality and Customer Loyalty in Telecom Industry

Abstract

The role of Information and Communication Technology (ICT) is becoming all the more significant in the Telecom Industry with each passing day. Customer loyalty is an indication of thriving quality management standards for both the service and also the manufacturing industries. Since the service sectors in most of the countries and their economies are witnessing a huge growth it is important that we understand the relation between quality and business practices in the service industry. In the course of the current discussion, we will look at the role of Information and Communication Technology (ICT) in improving customer loyalty and the service quality of the telecom industry.