Transport And Communications 2026, 14(1):38-42 | DOI: 10.26552/tac.C.2026.1.5

Digital and Technological Factors Influencing Consumer Behaviour in Telecommunications: A Scoping Review

Viktória Cvacho1, Radovan Madleňák1
1 University of Žilina, Faculty of Operation and Economics of Transport and Communications, Univerzitná 8215/1, 010 26 Žilina, Slovakia

The telecommunications industry is characterised by rapid digital transformation, technological innovation, and evolving consumer expectations. This scoping review aims to identify and map existing evidence on digital and technological factors influencing consumer behaviour in the telecommunications context. The review focuses on consumer decision-making, satisfaction, loyalty, customer experience, and usage intentions related to telecommunication services and emerging technologies. The search was conducted in the Web of Science and Scopus databases, and data were extracted using a predefined charting template. A total of 12 studies were included in the review. The findings indicate that consumer behaviour in telecommunications is shaped by perceived ease of use, service quality, customer experience, perceived value, technological readiness, and the adoption of digital technologies such as artificial intelligence, Big Data, 5G, augmented reality, mobile applications, and predictive analytics. The results highlight the growing importance of digital transformation, customer experience management, and responsible technology implementation in strengthening customer satisfaction and loyalty in the telecommunications sector.

Keywords: consumer behaviour, telecommunications, digital technologies, artificial intelligence, scoping review, customer loyalty
JEL classification: L96, M31, O33

Received: May 28, 2026; Revised: May 28, 2026; Accepted: June 12, 2026; Prepublished online: June 30, 2026; Published: June 28, 2026  Show citation

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Cvacho, V., & Madleňák, R. (2026). Digital and Technological Factors Influencing Consumer Behaviour in Telecommunications: A Scoping Review. Transport And Communications, 14(1), 38-42. doi: 10.26552/tac.C.2026.1.5
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