КВАЛИТЕТ КАО КОМПАРАТИВНА ПРЕДНОСТ У ФУНКЦИЈИ ЗАДРЖАВАЊА КОРИСНИКА УСЛУГА У ТЕЛЕКОМ СЕКТОРУ
QUALITY AS COMPARATIVE ADVANTAGE FOR CUSTOMER RETENTION IN TELECOMMUNICATION SECTOR
Author(s): Radmila Bojanić, Slađana BabićSubject(s): National Economy, Business Economy / Management, Human Resources in Economy, Socio-Economic Research
Published by: Nezavisni univerzitet Banja Luka
Keywords: users focus; customers requests; quality; customer retention;
Summary/Abstract: Focusing on customer retention, meeting their needs, requests and expectations as telecommunication services users along with quick and flexible response upon their requests, the telecommunication provider reaches income stability as well as an increase in the market share; it also increases business effectiveness through the usage of available resources to realize the users requests. On the other hand, the loyal user will continue using the services and share their positive experience as a condition for regaining trust. This paper researches how the users focus and customers care, i.e., defining key parameters, users expectations as well as the expectations improvements, impact keeping telecommunication services users.
Journal: SVAROG
- Issue Year: 2022
- Issue No: 24
- Page Range: 51-67
- Page Count: 17
- Language: Bosnian
