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Relevant bibliographies by topics / Customer retention

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Academic literature on the topic 'Customer retention'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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Journal articles on the topic "Customer retention"

1

Dr., S.N. Mahapatra, and Kumar Parveen. "CUSTOMER RETENTION: A STUDY ON INDIAN BANKS." International Journal of Research - Granthaalayah 5, no. 7 (2017): 485–92. https://doi.org/10.5281/zenodo.838997.

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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, responsi

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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 (2016): 63–67. http://dx.doi.org/10.35609/gjbssr.2016.4.3(9).

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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, welc

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

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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 attit

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

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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, responsi

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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 (2018): 69. http://dx.doi.org/10.30647/trj.v2i1.32.

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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 custom

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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.

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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

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Zhang, Xianghan, Abhijit Ghosh, and Dhakir Abbas Ali. "Research on Marketing Strategy Management based on Customer Retention." Academic Journal of Management and Social Sciences 6, no. 2 (2024): 66–70. http://dx.doi.org/10.54097/rdcx2907.

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This paper aims to explore marketing strategy management based on customer retention to enhance a company's competitiveness in a highly competitive market. In today's business landscape, where competition is fierce and customer acquisition costs are high, customer retention has emerged as a crucial strategy for businesses to maintain profitability and achieve sustained success. Through a comprehensive literature review and empirical research, we delve into the concept of customer retention and its significance in marketing strategy management. Customer retention refers to the ability of a comp

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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 (2010): 44–61. http://dx.doi.org/10.4018/jkm.2010103003.

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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 o

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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 (2022): 35–47. http://dx.doi.org/10.38043/tiers.v3i1.3616.

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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, nam

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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 (2021): 896–904. http://dx.doi.org/10.21776/ub.jam.2021.019.04.17.

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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

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Dissertations / Theses on the topic "Customer retention"

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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.

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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.

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

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<p> 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

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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.

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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.

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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.

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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 cu

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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.

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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 custome

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

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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-dr

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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.

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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.

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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.

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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

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

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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 custo

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Books on the topic "Customer retention"

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Association, American Bankers, ed. Customer retention strategies. American Bankers Association, 1993.

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

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

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Malik, Reena, Ambuj Sharma, and Prashant Chaudhary. Augmenting Customer Retention Through Big Data Analytics. Apple Academic Press, 2024. http://dx.doi.org/10.1201/9781003538486.

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

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

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Huber, Margit, and Susanne O’Gorman. From Customer Retention to a Holistic Stakeholder Management System. Springer Berlin Heidelberg, 2008. http://dx.doi.org/10.1007/978-3-540-77430-3.

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Liswood, Laura A. Serving them right: Innovative and powerful customer retention strategies. Harper Business, 1990.

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Anderson, Paul V. The executive's guide to customer relationship management: Retention, loyalty, profit. Doyle Pub. Co., 1999.

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Anderson, Paul V. The executive's guide to customer relationship management: Retention, loyalty, profit. 2nd ed. Doyle Pub. Co., 2000.

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Book chapters on the topic "Customer retention"

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

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

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

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

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

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Mirza, Mohammed Imran, S. Komal Kaur, and T. Adilakshmi. "Customer Retention Analysis." In Proceedings of the 2nd International Conference on Cognitive and Intelligent Computing. Springer Nature Singapore, 2023. http://dx.doi.org/10.1007/978-981-99-2746-3_60.

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Kuhle, Peter. "Service and Customer Retention." In Strategic Sales Management. Springer Nature Switzerland, 2023. http://dx.doi.org/10.1007/978-3-031-40605-8_8.

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Saturi, Rajesh, Rahul Siripothula, Zuha Siddiqui, and Rachamalla Nikhitha. "Quantum-enhanced customer retention." In Quantum Computing and Artificial Intelligence in Logistics and Supply Chain Management. Chapman and Hall/CRC, 2025. https://doi.org/10.1201/9781003498292-12.

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Agarwal, Pratiksha, Arun Gupta, and Mohuya Chakraborty. "Ai-Driven Customer Retention." In Lecture Notes in Networks and Systems. Springer Nature Singapore, 2025. https://doi.org/10.1007/978-981-97-8457-8_27.

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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. Springer Singapore, 2019. http://dx.doi.org/10.1007/978-981-32-9563-6_11.

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Conference papers on the topic "Customer retention"

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Bhuria, Ruchika, and Srinivas Aluvala. "Predicting Bank Customer Churn: An XGBoost Approach to Enhancing Customer Retention." In 2025 3rd International Conference on Advancement in Computation & Computer Technologies (InCACCT). IEEE, 2025. https://doi.org/10.1109/incacct65424.2025.11011351.

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Devi, N. Mithili, V. Asha, Govindaraj M, Pranav Dev, Pawan Kumar, and Prathviraj. "Customer Loyalty and Retention Analysis Using Hybrid Strategy." In 2025 3rd International Conference on Inventive Computing and Informatics (ICICI). IEEE, 2025. https://doi.org/10.1109/icici65870.2025.11069927.

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Charanya, J., T. Sureshkumar, V. Kavitha, I. Nivetha, S. Dhamu Pradeep, and C. Ajay. "Customer Churn Prediction Analysis for Retention Using Ensemble Learning." In 2024 15th International Conference on Computing Communication and Networking Technologies (ICCCNT). IEEE, 2024. http://dx.doi.org/10.1109/icccnt61001.2024.10724852.

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Boteng, Peter Agyekum, Jeanette Owusu, and Nash Yeboah. "Improving Strategic Customer Relationship Management with Decision Support Systems: Enhancing Customer Segmentation, Retention, and Satisfaction." In 2024 IEEE SmartBlock4Africa. IEEE, 2024. https://doi.org/10.1109/smartblock4africa61928.2024.10779524.

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Beedhi Reddy, Hemanth Kumar, and M. Vijay Anand. "Customer Segmentation and Retention Strategies for Bank Using Machine Learning." In 2024 International Conference on Recent Innovation in Smart and Sustainable Technology (ICRISST). IEEE, 2024. https://doi.org/10.1109/icrisst59181.2024.10922047.

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Dey, Sonali, Radha D., and V. S. Kirthika Devi. "Predicting Customer Lifetime Value in E-Commerce: A Data-Driven Approach to Enhance Customer Retention Strategies." In 2025 3rd International Conference on Intelligent Data Communication Technologies and Internet of Things (IDCIoT). IEEE, 2025. https://doi.org/10.1109/idciot64235.2025.10915044.

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Rawat, Daksh, Isha Khetarpal, Devansh Khetarpal, Abhishek Upadhyay, Piyush Bagla, and Manisha Aeri. "Enhancing Customer Retention: A Comprehensive Analysis of Churn Prediction with KNN." In 2024 4th International Conference on Technological Advancements in Computational Sciences (ICTACS). IEEE, 2024. https://doi.org/10.1109/ictacs62700.2024.10840800.

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Noor, Syeda Kamari, Md Ahsan Ullah Imran, Mustakim Bin Aziz, Barna Biswas, Sanchita Saha, and Rakibul Hasan. "Using Data-Driven Marketing to Improve Customer Retention for U.S. Businesses." In 2024 International Conference on Intelligent Cybernetics Technology & Applications (ICICyTA). IEEE, 2024. https://doi.org/10.1109/icicyta64807.2024.10913232.

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Saini, Kapil, and Ajmer Singh. "Data-Driven Strategies for Improving Customer Engagement and Retention in E-commerce." In 2024 First International Conference on Technological Innovations and Advance Computing (TIACOMP). IEEE, 2024. http://dx.doi.org/10.1109/tiacomp64125.2024.00089.

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M, Vanitha, and Faritha Banu J. "Enhancing Customer Retention: A Federated Machine Learning Framework for Banking Churn Prediction." In 2025 International Conference on Automation and Computation (AUTOCOM). IEEE, 2025. https://doi.org/10.1109/autocom64127.2025.10957571.

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Reports on the topic "Customer retention"

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

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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. Iowa State University. Library, 2019. http://dx.doi.org/10.31274/itaa.9463.

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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), 2018. http://dx.doi.org/10.2172/1424221.

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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), 2015. http://dx.doi.org/10.2172/1236783.

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