The impact of digital transformation strategy on customer satisfaction in the Palestinian telecom industry

Abstract

This paper aims to identify the impact of digital transformation strategy on customer satisfaction in the Palestinian telecom industry. One of the major roles of digital transformation strategies is to enlighten business ventures on finding new ways to sell and promote products, which will eventually lead to better meeting customers’ needs and expectations. The findings show that there is a significant impact of digital transformation strategy on customers’ satisfaction in Palestinian telecom industry. In addition, it found that perception of digital transformation strategy dimensions are significantly correlated to customers’ satisfaction in Palestinian telecom industry. Study recommended telecommunications companies in Palestine to modify their business models and adopt new models that focus on customers and new digital products. Also they were advised to adopt new technologies that can expand their business such as adopting internet of things (IoT) technologies and to engage customers in the process of product development.