• Journal of the Korea Academia-Industrial cooperation Society
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• v.7 no.6
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• pp.1356-1363
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• 2006

The main objective of this research is an increased understanding of how a supplier can successfully manage its care business in the mobile telecommunications market. In order to carry out this purpose, Uzbekistanis mobile telecommunication market has been studied as a case study in this research. The study tried to identify the forces and the factors present in CRM, and the role of these in enhancing (endangering) business. The objective was to gain a better understanding of how customer could be successfully managed and treated through CRM system. Processes and measures of customer satisfaction and loyalty provide two main aspects of the study. The importance of the concept of care and the actions that define it were found to be critically important for creating loyal customers. The relation between customer's needs, satisfaction, and loyalty, and how these ultimately relate to a providing firm's profitability, were seen to be linked in complex ways. The complexity can be studied in many ways but herein the customer satisfaction-loyalty of each event was first evaluated separately. Customer satisfaction and loyalty were then related to each other in order to compare the separate and combined characteristics.