اكتب مراجعة على PREreview

n the rapidly evolving telecommunications landscape, customer satisfaction is a key driver of organizational competitiveness, loyalty, and market sustainability. Yet, traditional analytical approaches often fail to account for the complex, interdependent factors shaping user behavior. This study adopts a systems thinking approach, operationalized through Causal Loop Diagrams (CLDs), to explore the dynamic relationships underpinning customer loyalty in the telecom sector. Drawing on survey data from 1,140 participants across Africa, Europe, and North America, the research identifies and models key variables, including service quality, perceived value, customer confidence, price sensitivity, and market competition. The resulting CLD reveals six reinforcing and two balancing feedback loops that capture the nonlinear mechanisms influencing consumer satisfaction and brand commitment. These insights offer both theoretical and practical contributions: enriching the literature on customer experience with a systems perspective and equipping telecom providers and policymakers with actionable strategies to foster loyalty, inclusivity, and market resilience.