Log in

Relevant bibliographies by topics / Customer retention

Contents

Journal articles
Dissertations / Theses
Books
Book chapters
Conference papers
Reports

Academic literature on the topic 'Customer retention'

Author: Grafiati

Published: 4 June 2021

Last updated: 11 September 2023

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the lists of relevant articles, books, theses, conference reports, and other scholarly sources on the topic 'Customer retention.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Journal articles on the topic "Customer retention"

1

Aityassine, Fatima Lahcen Yachou. "Customer satisfaction, customer delight, customer retention and customer loyalty: Borderlines and insights." Uncertain Supply Chain Management 10, no. 3 (2022): 895–904. http://dx.doi.org/10.5267/j.uscm.2022.3.005.

Full text

Abstract:

The aim of this study is to investigate the effects of customer satisfaction and customer delight on customer loyalty through customer retention. Data were collected using a questionnaire developed based on the literature and administered to a sample of restaurant customers consisting of 376 customers. Using IBM SPSS and AMOS software for data analyses, the results indicate that customer retention had a perfect mediating role in the effect of customer satisfaction on customer loyalty and a partial mediating role in the effect of customer delight on customer loyalty. The study provided several contributions. A key contribution to researchers is that the effect of customer satisfaction on other variables, particularly customer loyalty should be assessed in terms of its direct and indirect effects. A basic contribution to managers is that both satisfied and delighted customers have potential intentions to defect, hence, retaining customers is a crucial step to ensure loyalty. Delighted customers are more likely to be retained and retained customers are ready to be loyal customers.

APA, Harvard, Vancouver, ISO, and other styles

2

Coyles, Stephanie, and Timothy C. Gokey. "Customer retention is not enough." Journal of Consumer Marketing 22, no. 2 (March 1, 2005): 101–5. http://dx.doi.org/10.1108/07363760510700041.

Full text

Abstract:

PurposeEvery company knows that it costs far less to hold on to a customer than to acquire a new one. That is why customer retention has become the Holy Grail in industries from airlines to wireless. Yet defecting customers are far less of a problem than customers who change their buying patterns. Today's typical metrics of customer satisfaction and defection do not tell a company how susceptible its customers are to changing their spending patterns. This article seeks to investigate this problem.Design/methodology/approachThe investigation was carried out through a two‐year study of the attitudes of 1,200 households toward companies in 16 industries.FindingsMcKinsey found that focusing on smaller changes in customer spending can have as much as ten times more value than concentrating on defections alone.Originality/valueThis is important for those companies that wish to retain their customers.

APA, Harvard, Vancouver, ISO, and other styles

3

Komalasari, Fiona Poetri, and Surya Fajar Budiman. "Customer Retention Strategy Through Customer Satisfaction and Customer Loyalty: The Study on Traveloka Loyalty Program." TRJ Tourism Research Journal 2, no. 1 (October 26, 2018): 69. http://dx.doi.org/10.30647/trj.v2i1.32.

Full text

Abstract:

Customer loyalty and customer retention is very closely related, customer loyalty stopped customer churn and strengthen the customer retention. The primary aim of retention strategy is to build a strong customer base and to prevent them from drifting towards other competitor. Traveloka as a travel supplier company, is the leading online travel agent in Indonesia. The customers satisfaction has an average score of 3,91. The result signify that Traveloka is successful in obtaining its customers’ satisfaction The customer loyalty has an average score of 4,04. Traveloka has managed to reach customer loyalty Traveloka customer satisfaction and loyalty are obtained as presented through chapter IV that the average is 3,97. In this research, Traveloka customer retention strategy using loyalty program is proven to be effective.

APA, Harvard, Vancouver, ISO, and other styles

4

Ahmed, Ibrahim, Usman Yerima Abdullahi, and Ibrahim Abba. "Customer Retention Strategies: Benefits on Small Businesses in Nigeria." Global Journal of Business and Social Science Review (GJBSSR) Volume 4 (2016: Issue-3) 4, no. 3 (August 21, 2016): 63–67. http://dx.doi.org/10.35609/gjbssr.2016.4.3(9).

Full text

Abstract:

Objective - This study endeavor to discover the benefits of customer retention strategies on customer retention and business performance in Nigeria. Methodology/Technique - Secondary data was used and a conceptual model developed to establish the relationship between customer retention and the retention strategies. Findings - The study observed that small businesses that practices customer retention strategies retains and satisfy their customers than those that do not. Novelty - It is recommended, however, that business managers should embrace the use of electronic mails, professionalism, welcoming complaints etc. as ingredients that lead to customer retention among small businesses. Type of Paper - Conceptual Keywords: Customers; Retention; Satisfaction and Strategy

APA, Harvard, Vancouver, ISO, and other styles

5

Mahapatra, S. N., and Parveen Kumar. "CUSTOMER RETENTION: A STUDY ON INDIAN BANKS." International Journal of Research -GRANTHAALAYAH 5, no. 7 (July 31, 2017): 485–92. http://dx.doi.org/10.29121/granthaalayah.v5.i7.2017.2157.

Full text

Abstract:

The main purpose of this study is to examine how customer retention is affected by the factors of customer retention. A structured questionnaire was distributed to banking customers based on demographics (gender, age, marital status, education, occupation and, income level) in National Capital Territory. Data was successfully collected from 500 respondents who have either saving account or current account or both. Respondents’ opinion on 20 items related to customer retention was obtained. Factors of customer retention were categorised into four main groups i.e. tangible, reliability, responsiveness and assurance & empathy Factors. Further multiple-regression analysis was used to measure the factors of customer retention and their impact on customers’ retention decision. After multiple-regression it was found that ‘Within Timeframe Service Delivery’, ‘Sincere Efforts in Solving Customer Problems’ and ‘Accepting & Resolving Faults’ are the most important factors which affect customers’ retention intention.

APA, Harvard, Vancouver, ISO, and other styles

6

Tifliyah, Siti Zainut, Fatchur Rohman, and Noermijati Noermijati. "EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT TO CUSTOMER RETENTION MEDIATED BY CUSTOMER SATISFACTION AND CUSTOMER LOYALTY." JURNAL APLIKASI MANAJEMEN 19, no. 4 (December 1, 2021): 896–904. http://dx.doi.org/10.21776/ub.jam.2021.019.04.17.

Full text

Abstract:

The purpose of this study was to analyze the effect of Customer Relationship Management (CRM) on customer retention mediated by customer satisfaction and customer loyalty on Priority BTN in Malang City. The population of this study is Priority BTN customers in Malang City, and the number of samples obtained is in accordance with the research criteria as many as 100 samples. The approach used in this study is a quantitative approach. The type of research based on the formulation of the problem and the purpose of the study is explanatory. The technique used in this study is probability sampling with a simple random sampling method. The research instrument used was a questionnaire analyzed using SmartPLS 3.0 software. The results showed that CRM has a direct influence on customer retention. In addition, CRM indirectly affects customer retention through mediating variable customer satisfaction and customer loyalty. The next researcher can conduct further research with broader research objects, namely at the BTN Priority bank customers nationally, and can use web-based surveys to shorten the time in researching priority customers because priority customers have high mobility.

APA, Harvard, Vancouver, ISO, and other styles

7

Nehari-Talet, Amine, Samer Alhawari, and Haroun Alryalat. "The Outcome of Knowledge Process for Customer of Jordanian Companies on the Achievement of Customer Knowledge Retention." International Journal of Knowledge Management 6, no. 1 (January 2010): 44–61. http://dx.doi.org/10.4018/jkm.2010103003.

Full text

Abstract:

Organizations have increasingly recognized the importance of managing customer relationships, and Knowledge Management (KM) from the perspective of a process approaches assure positive impact on customer retention. Many organizations are turning to Customer Relationship Management (CRM) to better serve customers and facilitate closer relationships. This paper investigates how Knowledge Process for customers is used in practice by Jordanian companies to achieve Customer Knowledge Retention. The current practice is based on the data collected from 156, randomly drawn and reported from a survey of CRM applications and evaluation of CRM analytical functions provided by three software business solution companies working in the CRM area, and four companies that used the CRM system. Based on data collected from the companies, results from the analysis indicated that the knowledge process for customers had a positive effect on customer knowledge retention. The paper also verified the hypotheses of the effect of knowledge processes for customers on customer retention. The findings shed light on the potential relationship between the knowledge processes for customers and customer retention. It also provides guidance for the Information Technology (IT) industry as to how an analytical knowledge process for customers should be taken into account in developing countries to support to achieve customer knowledge retention due to cultural, social and educational differences.

APA, Harvard, Vancouver, ISO, and other styles

8

Suhanda, Yogasetya, Lela Nurlaela, Ike Kurniati, Andy Dharmalau, and Ita Rosita. "Predictive Analysis of Customer Retention Using the Random Forest Algorithm." TIERS Information Technology Journal 3, no. 1 (June 25, 2022): 35–47. http://dx.doi.org/10.38043/tiers.v3i1.3616.

Full text

Abstract:

Retaining customers is becoming a measurement focus in an industry with increasing competition. The concept of customer retention has become a research study in the sales industry, because it is difficult to retain customers and easily switch to other brands. Customer repurchase decisions in the business world of sales are very competitive. Customer satisfaction is directly proportional to the retention rate, if the customer is not satisfied then the automatic retention rate will be low. If the company is not able to meet customer expectations, it will have a serious impact on the company, namely moving customers to other services. Service factors, price, profit value, satisfaction and trust affect customer retention. One of the factors that influence consumers to become customer retention is service quality. A predictive customer retention plan is needed with data mining using the random forest algorithm. The random forest algorithm is a method that generates a number of trees from sample data, where the creation of one tree during training does not depend on the previous tree, the decision is based on the most voting. The voting results from several decision trees that are formed are the boundaries that are used as class determination in the classification process and the most votes are the winners and determine the classification class. This study aims to determine and analyze customer loyalty, customer trust and customer satisfaction. So that it can make it easier to monitor customers at the company. The results can be seen with the percentage of about 81.12% customer retention and about 18.87% customer churn. The result of feature evaluation shows that customer_activity has the highest influence on customer retention, followed by subtotal and qty.

APA, Harvard, Vancouver, ISO, and other styles

9

Tauriana, Dian, and Ni Made Dini Arisani. "Analisis Implementasi Customer Relationship Management dan Kualitas Pelayanan Jasa terhadap Kepuasan Pelanggan dan Dampaknya pada Retensi Pelanggan Hotel Bidakara Jakarta." Binus Business Review 3, no. 1 (May 31, 2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

Full text

Abstract:

As the development of the business industry, it is now seen some companies that have a lot of customers so that it is required a good Customer Relationship Management to maintain long-term relationships with customers. Bidakara Hotel Jakarta is one of the services in the hospitality industry which implements Customer Relationship Management. Intense competition in the hospitality industry, Hotel Bidakara Jakarta must also consider the quality of care services to keep their customers satisfied and not switch to competitors through Customer Retention Strategy. In this study the author examines the influence and relationship between Customer Relationship Management and Service Quality on Customer Satisfaction and services impact on Customer Retention using Path Analysis. The results of this study show that the Customer Relationship Management Bidakara Hotel Jakarta is not contributing to the customers satisfaction. Quality services have positive and significant contribution to customers satisfaction; 'strong' influence. Customer Relationship Management has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'weak' influence. Quality service has positive and significant contribution to the Customer Retention Bidakara Hotel Jakarta; 'strong' influence.

APA, Harvard, Vancouver, ISO, and other styles

10

Kabue, Hellen W. "Creating Customer Value for Enhanced Customer Satisfaction and Retention." Research in Economics and Management 5, no. 3 (June 11, 2020): p7. http://dx.doi.org/10.22158/rem.v5n3p7.

Full text

Abstract:

Customers are increasingly becoming sophisticated due to forces such as advancement in technology, changing social roles and globalization. As a result, customer churning is today a common reality that most companies have to deal with in order to satisfy and retain their customers. Creating customer value has emerged as one of the winning strategic tools that firms could use to gain competitive advantage in the contemporary marketing environment. This paper is an empirical study that presents a comprehensive analysis of the relationship between customer value, customer satisfaction and customer retention. Data was obtained through a survey involving clients of Commercial Banks in Kenya; the survey yielded a total of 385 responses. A self administered questionnaire was used for the customers’ survey while interviews were conducted for Management. Descriptive statistics and regression data analysis methods were employed utilizing SPSS software. The findings of the study revealed that customer value has a positive statistically significant relationship with both customer satisfaction and customer retention.

APA, Harvard, Vancouver, ISO, and other styles

More sources

Dissertations / Theses on the topic "Customer retention"

1

Kankam, Boadu Ama Achiaa [Verfasser]. "Customer Relationship Management and Customer Retention / Ama Achiaa Kankam Boadu." München : GRIN Verlag, 2019. http://d-nb.info/1199344958/34.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Cassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Walcott, Ronald. "Customer Retention in Highly Saturated Telecommunications Markets." Thesis, Northcentral University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10147091.

Full text

Abstract:

The mobile telecommunications industry continues to experience global growth, as manifested through the number of global mobile subscriptions. There are 6.8 billion mobile subscriptions globally and 3.4 billion mobile customers. The telecommunications industry is liberalized and considered one of the most competitive industries in the world. In the highly competitive mobile telecommunications industry, customer retention, not customer addition, is the focal point of business leaders. The general business problem was the continued inability of some business leaders to retain customers in a highly saturated market, which results in revenue erosion. The specific business problem was the limited knowledge of some telecommunications business leaders about effective strategies on how to retain telecommunications customers in a highly saturated market. The purpose of this qualitative, exploratory, multicase study was to explore effective strategies on how to retain telecom customers in a highly saturated market. During the data collection, 25 cognitive interviews were conducted with selected participants from Telecommunications Services of Trinidad and Tobago, a telecommunications company that operates in the highly saturated market in Trinidad and Tobago. In this study, the plan was to explore specific attributes that affect the retention of mobile phone customers in a highly saturated market. The top two customer retention considerations for telecom business leaders were value and customer service quality. Telecom business leaders should employ these two findings because they are the most effective strategies for customer retention in highly saturated telecommunications markets. This study on customer experience was the first part of a four-part study. Further research into the other three parts of this study, which are competition, the organization, and the environment, is necessary to provide a comprehensive holistic approach to customer retention in highly saturated telecommunications markets.

APA, Harvard, Vancouver, ISO, and other styles

4

Cohen, D., C. Gan, Yong H. H. Au, and E. Chong. "Customer retention by banks in New Zealand." Thesis, Українська академія банківської справи Національного банку України, 2007. http://essuir.sumdu.edu.ua/handle/123456789/60635.

Full text

Abstract:

The banking industry is highly competitive, with banks not only competing among each other; but also with non-banks and other financial institutions. Most bank product developments are easy to duplicate and when banks provide nearly identical services, they can only distinguish themselves on the basis of price and quality. Therefore, customer retention is potentially an effective tool that banks can use to gain a strategic advantage and survive in today’s ever-increasing banking competitive environment.

APA, Harvard, Vancouver, ISO, and other styles

5

Bailey, Christine R. "How companies use customer insight to drive customer acquisition, development and retention." Thesis, Cranfield University, 2008. http://hdl.handle.net/1826/3197.

Full text

Abstract:

In theory, Customer Relationship Management (CRM) technology and processes should help firms to identify the ‘right’ customers, understand their needs, predict their behaviour and develop tailored propositions. Yet numerous studies have found that CRM projects have failed to deliver the expected benefits. Academics and practitioners have begun to refer to a key resource required to fulfil the promise of CRM as ‘customer insight’. Project one explores how companies use customer insight to drive customer acquisition, retention and development and proposes a theoretical framework for actioning customer insight. Five case studies with UK-based large companies were undertaken, involving 25 in-depth interviews. Companies were found to be synthesising data from five areas: competitors, customers, markets, employees and channel partners. From this data they are generating four types of customer insight: market predictions, customer segments, propensity models and customer analytics. This insight is guiding strategy, operations, marketing, sales, product portfolio management and customer service. Project two explores a particularly promising area of practice uncovered in project one, namely how customer insight is used in inbound service call centres to drive crossselling, up-selling and retention. Empirical research into this practice of sales through service is sparse. A cross-sector multiple-case exploratory study of six UK-based organisations was undertaken, using interviews and agent observation. Customer insight in the form of predictive models delivered to agents’ screens appears to improve the effectiveness of sales through service. Contrary to common practitioner concerns, insight-based sales offers can have a positive impact on satisfaction, and introducing sales through service does not necessarily increase average handling time. Agents are more likely to make successful offers if they believe that they are ‘doing the right thing’ for the customer. A balanced set of targets covering productivity, satisfaction and sales seems important for agents combining sales and service roles. Further research is needed to validate and refine the seven propositions generated.

APA, Harvard, Vancouver, ISO, and other styles

6

Naveed-ur-Rehman, Muhammad. "Customer Retention Strategies of Compressed Natural Gas (CNG) in a Developing Country (Pakistan)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-24338.

Full text

Abstract:

Background: Statistics say that Pakistan is the third largest user of compressed natural gas, its increased demand has encouraged investment in this sector. Number of stations has doubled in less than four years, this has increased the ratio of competition and low amounts of profit. Cut throat competition forces retailers to work on quality for customers’ retention and for this retailers are expected to understand the needs and requirements of their customers. This understanding is the only key to customer retention. Research undertaken focus on the key issues faced by CNG stations for customers’ retention. The study will focus on retailer’s strategies for customer retention in a competitive environment. Purpose: The purpose of this paper is study customer retention strategies adopted by compressed natural gas (CNG) retailing stations, in a developing country (Pakistan). Research Question: How do CNG retailing stations satisfy, make loyal, and retain their customers in a competitive environment? Methodology: Deductive approach has been adopted for this research to investigate the behaviour of customers through telephone interviews, as it is a distant research. Convenience sample has been selected for this research and ten semi-structured telephonic interviews have been conducted to get the empirical data from the CNG retailers of Lahore, stations from ten different stations have been selected on the basis of prestige, repute and amount of publicity in print and electronic media. Semi structured interviews will be based on primary and secondary data together. Primary data is in the form of interviews, secondary in the form of reports and published journals. Telephonic interview was based on open-ended questions to judge the views, knowledge and utility of customers experience and close-ended questions that have provided the direct and accurate answers. Telephonic interviews have advantages and disadvantages but for a distant research like this, it is the only best possible methodology to get first-hand knowledge quickly, interview was based on ten questions to get a complete picture of customers’ retention. Operationalization was based on 14 questions question 1 to 6 are about customers’ satisfaction, 7 to 11 customer loyalty and 12 to 14 customer retention. Validity and reliability is the key to success for any research. Same question were asked in different ways to check the reliability of the answers, target oriented questions were asked to validate the objective of the research and to make research credible. Conclusion and Results: The research establishes that most companies do not have specific plans for the customer retention in a cut-throat competitive environment. Customers’ service and technical issues were the targeted areas to understand the customers’ retention. Customers’ retention means profit, low retention means low profits. Result in a nutshell is an increased focus on imperial investigation, which is inevitable to study strategies for customer retention for the survival in the competitive world.

APA, Harvard, Vancouver, ISO, and other styles

7

Mgbemena, Chidozie Simon. "A data-driven framework for investigating customer retention." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/13175.

Full text

Abstract:

This study presents a data-driven simulation framework in order to understand customer behaviour and therefore improve customer retention. The overarching system design methodology used for this study is aligned with the design science paradigm. The Social Media Domain Analysis (SoMeDoA) approach is adopted and evaluated to build a model on the determinants of customer satisfaction in the mobile services industry. Furthermore, the most popular machine learning algorithms for analysing customer churn are applied to analyse customer retention based on the derived determinants. Finally, a data-driven approach for agent-based modelling is proposed to investigate the social effect of customer retention. The key contribution of this study is the customer agent decision trees (CADET) approach and a data-driven approach for Agent-Based Modelling (ABM). The CADET approach is applied to a dataset provided by a UK mobile services company. One of the major findings of using the CADET approach to investigate customer retention is that social influence, specifically word of mouth has an impact on customer retention. The second contribution of this study is the method used to uncover customer satisfaction determinants. The SoMeDoA framework was applied to uncover determinants of customer satisfaction in the mobile services industry. Customer service, coverage quality and price are found to be key determinants of customer satisfaction in the mobile services industry. The third contribution of this study is the approach used to build customer churn prediction models. The most popular machine learning techniques are used to build customer churn prediction models based on identified customer satisfaction determinants. Overall, for the identified determinants, decision trees have the highest accuracy scores for building customer churn prediction models.

APA, Harvard, Vancouver, ISO, and other styles

8

Ahmad, Rizal. "Customer retention management : influence of context on practice." Thesis, University of Manchester, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.493955.

Full text

Abstract:

This thesis reports a study that investigated customer retention practices in four business contexts: a bank; a sales company; a chemical processing company; atid an airport. The main objective of the study is to understand the 'contextualised' phenomena associated with customer retention management and in particular the influences of contextual factors on the firms' customer retention practices, in addition, the study examined the applicability of current theory to the four firms.

APA, Harvard, Vancouver, ISO, and other styles

9

Bäck, Eneroth Moa. "An analysis of customer retention using data mining." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-235709.

Full text

Abstract:

This thesis aimed to answer the question whether the use of third-party applications, in addition to the original product, have an impact on customer retention at a digital rights management company. The research originated in the null hypothesis that there is no relationship between the dependent variable customer retention and the independent variable usage of third-party applications. To evaluate whether the hypothesis can be rejected or not, the relationship between the two variables was analyzed using logistic regression. The result showed that there was a positive impact, for the chosen set of included variables. Consequently, the conclusion was that there could be a potential positive correlation between the two variables and the null hypothesis could, therefore, be rejected.
Detta examensarbete hade som målsättning att svara på frågan huruvida användandet av tredje-parts-applikationer, utöver användandet av originalprodukten, har en inverkan på kundlojalitet hos ett företag som arbetar med att hantera digitala rättigheter. Studien utgick ifrån nollhypotesen att det inte finns en relationen mellan den beroende variabeln kundlojalitet och den oberoende variabeln användandet av tredje-parts-applikationer. För att kunna utvärdera huruvida hypotesen kan förkastas eller inte, analyseras relationen mellan detvå variablerna med hjälp av logistisk regression. Resultatet visade att att det fanns en positiv inverkan för valt dataset. Följaktligen var slutsatsen att det potentiellt skulle kunna finnas en positiv korrelation mellan de två variablerna och nollhypotesen kunde därför förkastas.

APA, Harvard, Vancouver, ISO, and other styles

10

Otaigbe, Edmund Ehichioya. "Exploring Satisfaction and Retention Strategies for Generation Y Customers." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5242.

Full text

Abstract:

Firms in the service industry have experienced a 15-30% drop in customer satisfaction ratings and an estimated $10 billion annually due to the unpredictable tendencies of one of the most significant and fastest growing consumer segments in the marketplace, Generation Y customers. The distinctive behavior of this sizeable generational cohort may be reshaping the business landscape of the 21st century regarding how consumers will relate to service providers in the future. Using the theory of customer satisfaction management system, the purpose of this multiple case study was to explore the customer satisfaction strategies that business leaders in southern Nigeria use to retain Generation Y customers. The participants included business leaders who have successfully retained Generation Y customers by applying customer satisfaction business strategies in Akwa Ibom state, Nigeria. The data were collected through semistructured one-on-one interviews with 3 business leaders from different sectors of the service industry. To enhance the credibility and trustworthiness of the interpretations, methodological triangulation of the data sources and member checking were used. The process of data analysis included word frequency analysis, coding of related phrases, identification of patterns, and generation of themes around the codes. The themes that emerged from the study were (a) positive brand image creation, (b) social media as an enabler, and (c) quality service and timely delivery. This study may create awareness for business leaders on how to satisfy and retain Generation Y customers. This awareness has the potential of promoting positive social change among business leaders because of the significant contribution profitable businesses bring to the societies and communities.

APA, Harvard, Vancouver, ISO, and other styles

More sources

Books on the topic "Customer retention"

1

Association, American Bankers, ed. Customer retention strategies. Washington, D.C: American Bankers Association, 1993.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

2

Hamilton, Robert. Customer retention: A behavioural model. Loughborough: Loughborough University Banking Centre, 1993.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

3

Customer retention: An integrated process for keeping your best customers. Milwaukee, Wis: ASQC Quality Press, 1995.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

4

Successful customer retention in a week. London: Hodder & Stoughton, 2000.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

5

Johnson, Michael D., Andreas Herrmann, Frank Huber, and Anders Gustafsson, eds. Customer Retention in the Automotive Industry. Wiesbaden: Gabler Verlag, 1997. http://dx.doi.org/10.1007/978-3-322-84509-2.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Keep the right customers: The key steps to profitable customer retention. London: McGraw-Hill Companies, 1996.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

7

Converting customer value: From retention to profit. Hoboken, NJ: Wiley, 2006.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

8

The lifebelt: The definitive guide to managing customer retention. Chichester: Wiley, 2001.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

9

Fliehman, Deborah G. Customer retention through quality leadership: The Baxter approach. Milwaukee, Wis: ASQC Quality Press, 1993.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

10

Stone, Merlin. Customer loyalty and continuity: The acquisition, development and retention of profitable customers. Bedford: Policy Publications, 1998.

Find full text

APA, Harvard, Vancouver, ISO, and other styles

More sources

Book chapters on the topic "Customer retention"

1

Payne, Adrian. "Customer Retention." In Marketing Management, 110–22. London: Macmillan Education UK, 2000. http://dx.doi.org/10.1007/978-1-137-26638-5_8.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Mcdonald, Malcolm, and Ailsa Kolsaker. "Customer Retention Strategy." In MBA Marketing, 284–309. London: Macmillan Education UK, 2014. http://dx.doi.org/10.1007/978-1-137-30028-7_15.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Meldrum, Mike, and Malcolm McDonald. "Customer Retention Strategies." In Key Marketing Concepts, 199–204. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-13877-7_38.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

McDonald, Malcolm, Martin Christopher, and Margrit Bass. "Customer retention strategy." In Marketing, 315–49. London: Macmillan Education UK, 2003. http://dx.doi.org/10.1007/978-1-4039-3741-4_14.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Christopher, Martin, and Malcolm McDonald. "Customer Retention Strategies." In Marketing, 269–80. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-23858-3_18.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

Ko, Yen Huei, Ping Yu Hsu, Ming Shien Cheng, Yang Ruei Jheng, and Zhi Chao Luo. "Customer Retention Prediction with CNN." In Data Mining and Big Data, 104–13. Singapore: Springer Singapore, 2019. http://dx.doi.org/10.1007/978-981-32-9563-6_11.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

Chu, Bong-Horng, Kai-Chung Hsiao, and Cheng-Seen Ho. "An Intelligent Customer Retention System." In Advances in Applied Artificial Intelligence, 1259–69. Berlin, Heidelberg: Springer Berlin Heidelberg, 2006. http://dx.doi.org/10.1007/11779568_133.

Full text

APA, Harvard, Vancouver, ISO, and other styles

8

Baron, Steve, and Kim Harris. "Customer Retention and Relationship Marketing." In Services Marketing, 190–211. London: Macmillan Education UK, 1995. http://dx.doi.org/10.1007/978-1-349-24174-3_8.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Eiben, A. E., A. E. Koudijs, and F. Slisser. "Genetic modelling of customer retention." In Lecture Notes in Computer Science, 178–86. Berlin, Heidelberg: Springer Berlin Heidelberg, 1998. http://dx.doi.org/10.1007/bfb0055937.

Full text

APA, Harvard, Vancouver, ISO, and other styles

10

Kall, Jacek. "Measuring customer retention and loyalty." In Brand Metrics, 64–79. London: Routledge, 2021. http://dx.doi.org/10.4324/9781003167235-6.

Full text

APA, Harvard, Vancouver, ISO, and other styles

Conference papers on the topic "Customer retention"

1

Parker, Kevin, Philip Nitse, and Albert Tay. "The Impact of Inaccurate Color on Customer Retention and CRM." In InSITE 2009: Informing Science + IT Education Conference. Informing Science Institute, 2009. http://dx.doi.org/10.28945/3333.

Full text

Abstract:

The number of Internet purchases continues to increase, making customer relationship management even more critical in today’s Internet marketplace. Keeping existing customers satisfied is much more cost effective than acquiring new customers. However, the Internet has been plagued by inaccurate color representation since the advent of e-commerce. Color inaccuracy has many negative consequences, the most important of which is customer defections. This paper communicates the findings of a survey conducted to assess consumer opinions about Internet purchases. Results indicate that consumers are aware of color inaccuracies and that their reactions will negatively impact the marketer. Over 55% of the consumers surveyed indicate that they will not make future purchases from an online merchant that delivered an item in a color that did not match their expectations. With customer retention being one of the goals of customer relationship management, it is apparent that this issue must be acknowledged and acted upon.

APA, Harvard, Vancouver, ISO, and other styles

2

Luo, Yan. "Decision making of customer retention based on customer identification." In 2011 Eighth International Conference on Fuzzy Systems and Knowledge Discovery (FSKD 2011). IEEE, 2011. http://dx.doi.org/10.1109/fskd.2011.6019887.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Guo, Lei, Jie Liu, Fuming Wu, and Xiaoguang Wang. "Dynamic prediction of individual customer retention." In 2013 International Conference on Information and Communication Technology for Education. Southampton, UK: WIT Press, 2014. http://dx.doi.org/10.2495/icte130461.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Suhanda, Regina, and Arasy Fahrullah. "Islamic Business Ethics on Customer Retention." In Proceedings of the International Conference on Research and Academic Community Services (ICRACOS 2019). Paris, France: Atlantis Press, 2020. http://dx.doi.org/10.2991/icracos-19.2020.12.

Full text

APA, Harvard, Vancouver, ISO, and other styles

5

Rosset, Saharon, Einat Neumann, Uri Eick, Nurit Vatnik, and Yizhak Idan. "Customer lifetime value modeling and its use for customer retention planning." In the eighth ACM SIGKDD international conference. New York, New York, USA: ACM Press, 2002. http://dx.doi.org/10.1145/775047.775097.

Full text

APA, Harvard, Vancouver, ISO, and other styles

6

ThakreemBanua, Ms. "A Study on Customer Loyalty and Customer Retention in Online Shopping." In Proceedings of the First International Conference on Combinatorial and Optimization, ICCAP 2021, December 7-8 2021, Chennai, India. EAI, 2021. http://dx.doi.org/10.4108/eai.7-12-2021.2314645.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

Yue Zhao, Yong-Cun Cao, Xiu-Qin Pan, and Yong Lu. "MBBCTREE Algorithm for telecom customer retention model." In International Conference on Wavelet Analysis and Pattern Recognition, ICWAPR '07. IEEE, 2007. http://dx.doi.org/10.1109/icwapr.2007.4421582.

Full text

APA, Harvard, Vancouver, ISO, and other styles

8

Zawawi, Zuraini Abdullah. "Measuring Direct Association Between Customer Satisfaction And Customer Retention Among Generation Y." In IEBMC 2017 – 8th International Economics and Business Management Conference. Cognitive-Crcs, 2018. http://dx.doi.org/10.15405/epsbs.2018.07.02.85.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Trenggana, Arlin Ferlina Mochamad, and Leni Cahyani. "The Influence of Relationship Marketing and Customer Retention." In Proceedings of the 1st International Conference on Economics, Business, Entrepreneurship, and Finance (ICEBEF 2018). Paris, France: Atlantis Press, 2019. http://dx.doi.org/10.2991/icebef-18.2019.141.

Full text

APA, Harvard, Vancouver, ISO, and other styles

10

Yinghong, Wan, Cao Xiaopeng, Shao Wenli, and Lv Hongjun. "Customer relationship retention game based on relationship reputation." In 2011 International Conference on E-Business and E-Government (ICEE). IEEE, 2011. http://dx.doi.org/10.1109/icebeg.2011.5886816.

Full text

APA, Harvard, Vancouver, ISO, and other styles

Reports on the topic "Customer retention"

1

Gillenson, Mark L. Sailor Relationship Management: The Use of Customer Relationship Management in Sailor Morale and Retention. Fort Belvoir, VA: Defense Technical Information Center, August 2002. http://dx.doi.org/10.21236/ada405493.

Full text

APA, Harvard, Vancouver, ISO, and other styles

2

Jung, Sojin, Gargi Bhaduri, and Jung E. Ha-Brookshire. What to Say and What to Do: Determinants of Corporate Hypocrisy and Its Negative Consequence for Customer Retention Intentions. Ames (Iowa): Iowa State University. Library, January 2019. http://dx.doi.org/10.31274/itaa.9463.

Full text

APA, Harvard, Vancouver, ISO, and other styles

3

Cappers, Peter, and Rich Scheer. American Recovery and Reinvestment Act of 2009: Final Report on Customer Acceptance, Retention, and Response to Time-Based Rates from Consumer Behavior Studies. Office of Scientific and Technical Information (OSTI), March 2018. http://dx.doi.org/10.2172/1424221.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Cappers, Peter, Liesel Hans, and Richard Scheer. American Recovery and Reinvestment Act of 2009. Interim Report on Customer Acceptance, Retention, and Response to Time-Based Rates from the Consumer Behavior Studies. Office of Scientific and Technical Information (OSTI), June 2015. http://dx.doi.org/10.2172/1236783.

Full text

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!