Article’s

Abstract – With the rapid advancement of customer relationship management, it is evident that customer satisfaction plays a critical role in the telecommunication industry. SLT Mobitel PLC could substantially benefit from adopting a proven and systematic consumer satisfaction model. However, the key challenge for the organization is to implement and maintain a consistent framework for measuring and enhancing customer satisfaction across its business functions, market segments, and geographic regions. Positioning customer satisfaction as a core element of corporate strategy has the potential to yield significant economic benefits. Satisfied customers form the foundation of SLT Mobitel PLC’s success, as they contribute to repeat purchases, brand loyalty, and favorable word-of-mouth communication. Conversely, dissatisfaction among customers can impede business growth, since consumers represent the lifeline of the organization. Based on this analysis, it is recommended that SLT Mobitel PLC adopt a structured consumer satisfaction model to strengthen business development and enhance overall service quality. For the purpose of this study, the researcher selected 50 customers, with specific reference to SLT Mobitel PLC, through a purposive sampling method. Key words: Customer satisfaction, Customer dissatisfaction, Corporate strategy