Relevant bibliographies by topics / Customer retention / Dissertations / Theses
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Dissertations / Theses on the topic 'Customer retention'

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Published: 4 June 2021
Last updated: 25 July 2025

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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.

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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.

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3

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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Craucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9009.

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Customer retention, loyalty and satisfaction are extremely important elements in any company’s strategy, especially in the highly competitive South African banking industry. Understanding the various factors that could influence these constructs is therefore critical to organizational success. Several studies showed the impact of these measures on profitability and shareholder value, but there has been little effort to access the factors that might lead to higher levels of retention, loyalty and satisfaction, especially in the banking industry. This paper examines the antecedents of customer r
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Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.

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The banking sector plays an important role in the economy of any country across the world. The recent financial crisis shows how much of the world’s economy is influenced by the banking sector. There are different roles that banks play in contributing to the operation and growth of an economy. Their role spreads from that of intermediary to that of provider of payment clearing services. Banks are an important and integral part of any economy. According to a study by Greenberg & Simbanegavi (2009), the South African banking sector is fertile ground for high levels of competition amongst its pla
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Bergman, Louise, and Dina Hatab. "Lojalitet och kundnöjdhet : En fallstudie om hur hotellreceptionister arbetar med lojalitetsprogram." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-51927.

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Shanahan, Yvonne Petronella. "A Contingent Examination of Strategy-Cost System Alignment: Customer Retention and Customer Profitability Analysis." Thesis, University of Canterbury. Accountancy, Finance and Information Systems, 2002. http://hdl.handle.net/10092/865.

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This research undertakes a contingency theory examination of strategy and cost system alignment based on customer retention and customer profitability analysis. Previous research and consultancy advice has promoted the benefits of a firm following a customer retention strategy. They claim that in order to support the strategy a firm should have a customer profitability analysis system in place. Yet often what is prescribed as good practice is not observed in firms. This inconsistency is explained using contingency theory. Initial qualitative evidence was collected from four industry sites to
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Slabbert, Gabriel Johannes. "Facilitating customer retention in hotels in the Garden Route." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1552.

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Over the past few decades, customer satisfaction, customer retention and policies and procedures to sustain the above mentioned, have earned great amount of lip service. The importance of satisfied customer percentage have been emphasized by theories even longer before the best advised companies have done so. It is only recently, on the eve of the Soccer World cup 2010 that the issue has been narrowed down to truly hard relationships and one hard question: “Will the guest visiting the hospitality establishment frequent the hotel?” Two vital financial catalysts were used as basis for customer r
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Yam, Bonga Sherperd Elvis. "Factors affecting customer retention at an automative manufacturing organisation." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1018573.

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South African vehicle manufacturers are under immense competition from vehicle manufactures from India and China. The global financial crises also put these organisations under intense pressure and this resulted in these organisations having to start seeing the need to focus on issues that affect customer retention. The way that business is done in the 21st Century is forcing organisations to implement strategies that are geared towards increasing customer retention and growing the business. Organisations need to build relationships with their customers with the hope that these customers will
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Dippenaar, Hendrik. "Factors influencing customer retention in the financial planning industry." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020809.

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As financial planners operate in a competitive business environment, it is important to identify how financial planners can apply relevant industry aspects to positively influence their customer satisfaction and customer retention levels. Although models of customer satisfaction and subsequently customer retention have been well researched for consumer products and services, there has been limited research in regards to financial planning. Previous research in the financial planning industry focussed on specific elements of financial planner-client relationships, for example trust, integrity a
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18

Farquhar, Jillian. "Customer retention in retail financial services : an exploratory study." Thesis, University of Leicester, 2002. http://hdl.handle.net/2381/4616.

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This investigation is concerned with how financial services retailers approach the retention of customers. Markets for financial services have become saturated, competition has become fiercer and consumers have gained greater confidence in the consumption of financial services. Traditional retailers of financial services have begun to look to their existing customers to maintain and improve their profitability in these turbulent times. They hope that by retaining selected customers, they will be able to lower their costs by cross-selling financial products. In spite of considerable practitione
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FERREIRA, JORGE BRANTES. "DATA MINING APPLIED TO CUSTOMER RETENTION IN WIRELESS TELECOMMUNICATIONS." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2005. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=7070@1.

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CONSELHO NACIONAL DE DESENVOLVIMENTO CIENTÍFICO E TECNOLÓGICO<br>O objetivo desta dissertação é propor um sistema de mineração de dados completo para a solução de problemas de retenção de clientes, presentes nas mais variadas indústrias. Tal solução reside na correta identificação, em meio a gigantescas bases de dados, dos clientes cujos perfis e históricos de comportamento denotam que sua saída da empresa é iminente. Agindo então sobre a inteligência gerada a partir desta classificação de clientes, incentivos e ações de retenção devem ser postos em prática para evitar e/ou minimizar a
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McCrory, Barbara. "Customer retention through the equal incorporation of continuous improvement (CI), culture and customer service." Thesis, Edinburgh Napier University, 2013. http://researchrepository.napier.ac.uk/Output/6439.

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Customer retention has long been considered an important element in achieving competitive advantage for business organisations. The increasingly turbulent economic environment has brought this again to the fore for many organisations. Through the development of a practice based guiding framework for the improvement of customer retention this study investigates the complex relationship between the concepts of customer service, continuous improvement and organisational culture across a variety of business sectors. Drawing from a systematic literature review, initial links were made between the c
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Datta, Palto Ranjan. "Relationship marketing and customer retention in Bangladesh's food retailing sector." Thesis, University of Hertfordshire, 2017. http://hdl.handle.net/2299/19697.

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The context of this study is Bangladesh`s food retailing sector. The main purpose of this study is to investigate the relationship between Customer Relationship Marketing (CRM) and customer retention. Since Independence in 1971, Bangladesh has made solid progress and made substantial improvements in its economy, with GDP growth of 5-6% consistently over the past decade. With the real economic growth coupled with rapid urbanisation, the country has witnessed a new form of organised retailing that started to emerge in early 2000. This organised retail format is undergoing a period of unprecedent
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Gouws, Nadia. "Identifying factors that influence customer retention in a South African retail bank." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9032.

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Customer retention plays a pivotal role in contributing to the profitability of retail banks. Within this extremely competitive market it necessitates retails banks to follow a structured, data-driven approach to identify “at risk” customers and to launch proactive retention campaigns based on identified drivers of customer attrition. The following main drivers of customer attrition were identified in the retail bank:  Attrition decrease as Vertical Sales Index increase.  Attrition is lower where customers receive their salary in a BANKXX account.  Attrition decreases as duration increases.
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Burnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.

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Lin, Chien-Chiang. "Evaluating effects of customer satisfaction, customer loyalty and store image on customer retention: an examination in retail setting." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488381.

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25

Lyttle, Brooke Ellen. "The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Propery and Casualty Insurance." Cleveland State University / OhioLINK, 2008. http://rave.ohiolink.edu/etdc/view?acc_num=csu1210797828.

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26

Kuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.

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Abstract Customer relationship management as a strategic marketing concept has gained tremendous interest among researchers and practitioners in recent times. Within the last two decades a significant number of research works have been carried out on various issues relating to customer relationship management. However, few empirical studies on market orientation and performance have been established in the Ghanaian banking sector. In an effort to contribute to the existing customer relationship management literature, a study of Intercontinental bank Ghana was conducted. A framework of customer
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Gurbag, Ali, and Valuis Guadalupe Katherine Morales. "Increasing the efficiency of marketing e-mail in customer retention." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-30301.

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Technology development has changes many things in the way businesses are done nowadays. Compa-nies needed to readapt their processes to the new demands of the markets in order to be competitive in online platforms. To achieve this, companies need to focus on retaining customers. E-marketing has developed many tools for this purpose, e-mail marketing has proven to have advantages in this task; however, sometimes the outcome is not as good as expected, mainly because the content and struc-ture isn’t what customers want to see or don’t fulfill their expectations.The purpose of this study is under
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Xaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.

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In today’s competitive arena, organisations need strategically to shift their focus from primarily concentrating on new customer acquisitions and rather to realise the importance of improving customer defections, thus looking at strategically retaining the existing customer base. Customer retention to all intents and purposes reflects the core of any service offering organisation and drives the competitiveness and viability of the business. Customer retention is a concern for all sector organisations including the medical aid schemes industry. It has been proven that retaining customers is les
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Le, Roux Jan Nicholaas. "The dynamic linkage between customer satisfaction, retention and profitability : the nuclei drivers of success." University of South Africa, 2009. http://hdl.handle.net/10500/155.

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Abstract “Customer Satisfaction” has many dimensions. The purpose of this research is to explore these dimensions briefly (using the Service Value Chain concept) and to determine the fundamental drivers of success in customer satisfaction from the perspective of a service organisation. Employees proved to be the pivotal element influencing the outcome of customer satisfaction, as they influence organisational behaviour, customer experience and business profitability. The outcome of the research also promotes the idea that organisations need to become customer - orientated, which requir
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DANTAS, MANUELA ALENCAR DA CRUZ. "A MODEL TO MEASURE CUSTOMERS CANCELLATION RISK IN TELECOMMUNICATIONS - THE APPLICATION OF LOGISTIC REGRESSION FOR CUSTOMER RETENTION." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2009. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=14704@1.

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O atual ambiente organizacional está marcado por uma alta competitividade, elevada turbulência e por mudanças rápidas e descontínuas no macro ambiente das empresas. O cenário exige foco no cliente e estratégias voltadas para manutenção de um relacionamento profícuo para ambas as partes (cliente e empresa), com visão de longo prazo. Esta dinâmica de mercado é o foco principal desta pesquisa, que está centrada na retenção de clientes, como estratégia competitiva para aumento de valor para empresa. O objetivo, então, é desenvolver uma ferramenta que auxilie na definição do perfil de clientes mais
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Myoli, Chuma. "A customer retention framework for the port of Ngqura container commodity." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/14179.

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The maritime sector plays an important role in economies across the globe. Ports in particular are the backbone of the economy of countries endowed with shorelines as they facilitate foreign trade through the importation and exportation of goods to and from their domestic markets. South Africa’s latest addition to its complimentary ports system, the Port of Ngqura, is positioned as a container transshipment hub and a gateway port to Africa with its world-class infrastructure and deep-water container berths at 18 metres, the deepest on the African continent. Ports, whose main mandate is the con
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Petzer, Daniël Johannes. "Customer retention management for the hotel industry in Gauteng / D.J. Petzer." Thesis, North-West University, 2005. http://hdl.handle.net/10394/1722.

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33

Alshurideh, Muhammad Turki. "Customer service retention : a behavioural perspective of the UK mobile market." Thesis, Durham University, 2010. http://etheses.dur.ac.uk/552/.

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Customer retention is essential for firms in the service sector and will subsequently receive a great deal of attention in the coming years. A large majority of firms are losing their current customers at a significant rate. UK operators lose over a third of their subscribers every year in spite of incurring large customer acquisition and retention expenditures. A study of customer retention from a variety of angles, including economic, behavioural and psychological perspectives, was rigorously carried out. It has been found that a majority of scholars explain customer retention from a behavio
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Anaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.

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Retaining high-value and profitable customers is a major strategic objective for many companies. In mature mobile phone markets where growth has slowed, the defection of customers from one network to another has intensified and is strongly fuelled by poor Customer Experience. Trends in the service economy suggest that experience can be exploited as a means of supplying the basis of a new economic offering, ignited in part by the shift that is taking place in the analysis of people’s interaction with digital products. In this light, the research describes a strategic approach to the use of Info
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Jylhä, Emmy. "Customer Defection and Value in Business-to-Business Relationships." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76387.

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In order for firms to be able to compete on the market, it is of importance for them to create value for their customers. Value is not only the outcome from providing the customer with a product of high quality, since value co-creation can occur when firms interact with their customers and create strong relationships with them. Therefore, relationship quality is of interest for any firm that want to succeed with their sales proposals. However, although firms work with value creation for their customers, there is always a risk for the defection of customers. Firms need to gain knowledge about t
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Selivanova, Olga. "Building Loyalty in Consumer Markets." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-18103.

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In the first chapter this thesis summarizes all different viewpoints of marketers and other experts in business concerning customer loyalty definition. The second chapter discusses a role customer loyalty plays in business of companies. By selecting appropriate definition of customer loyalty, the purpose of this thesis would be to describe all benefits associated with customer loyalty and suggest solution for their expression in economic terms. These topics are discussed in Chapter 3 and 4. In addition in Chapter 5 and Chapter 6 management of customer loyalty and its determinants will be intro
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Nordlöf, Jessica, Matilda Svensson, and Emily Frost. "Relationship Marketing in the Travel Industry : A Two Sided Perspective." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11560.

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<p>The purpose of this thesis is to analyze how Stockholm based travel agencies understand and use relationship marketing and how it is perceived by customers.</p><p>Relationship marketing is defined by Grönroos as a building of relationships with customers to achieve mutual benefits. Four main objectives of relationship marketing were used to contextualise the term: service quality, personalisation, differentiation, and communica-tion.In order to answer the purpose, the authors have chosen to interview three travel agen-cies that focus on offering tailor made travel for different target group
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Meyer, I. T. "Challenges facing a financial insitution to improve service quality and customer retention." Thesis, Port Elizabeth Technikon, 2001. http://hdl.handle.net/10948/45.

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The financial industry and more specifically Retail banking is a very competitive industry. The profit margins are shrinking with the entrance of newcompetitors into the market place. During the last two to three years various foreign banks have opened offices in South Africa, cherry picking the high net worth customers fromthe traditional high street banks. The product range between these banks is the same, maybe at times presented in a different wrapping. The one differential factor between the various banks is service and the quality thereof. The researcher, being a banker, decided to inves
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Easton, Robert W. "The consequences of quality : the effects of customer satisfaction on tenant retention." Thesis, Massachusetts Institute of Technology, 1993. http://hdl.handle.net/1721.1/65690.

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Fourie, Andre'. "Customer retention." Thesis, 2018. https://hdl.handle.net/10539/25958.

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A research report submitted to the Faculty of Engineering and the Built Environment, University of the Witwatersrand, Johannesburg, in partial fulfillment of the requirements for the degree of Master of Science in Engineering. Johannesburg, May 2018<br>The aim of this study is to model the probability of a customer to attrite/defect from a bank where, for example, the bank is not their preferred/primary bank for salary deposits. The termination of deposit inflow serves as the outcome parameter and the random forest modelling technique was used to predict the outcome, in which new data sources
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NEHA. "CUSTOMER RETENTION ANALYSIS." Thesis, 2016. http://dspace.dtu.ac.in:8080/jspui/handle/repository/14920.

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Mining frequent patterns in transaction databases, time-series databases, and many other kinds of databases has been studied popularly in data mining research. In our research work we have used FP-Tree based approach for mining single-level frequent patterns. We proposed a novel frequent-pattern tree (FP-tree) structure, which is an extended prefixtree structure for storing compressed, crucial information about frequent patterns, and develop an efficient FP-tree based mining method, FP-growth, for mining the complete set of frequent patterns by pattern fragment growth. Methodology for Mi
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Wu, Chung-yueh, and 吳宗嶽. "The Effects of Relationship Quality and Customers' Expectation on Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/23bh78.

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碩士<br>國立臺灣科技大學<br>企業管理系<br>94<br>Firms are recognizing the value of establishing close relationships with their customers as a means of retaining existing customers. Although relationship quality is recognized as a central construct in the relationship marketing literature, current models of relationship quality only focuses the influence of past experience customer. In this research, we advance the notion that when deciding whether to continue a product or service relationship, consumers not only consider past relationship with the firm, but also incorporate future considerations regarding th
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Chen, Sen-wen, and 陳森文. "The Effects of Switching Barriers and Customers’ Expectation on Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/pzwm5f.

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碩士<br>國立臺灣科技大學<br>企業管理系<br>94<br>For both academics and practitioners, the dominant focus of customer relationship management has been customer retention. The benefits of retaining customers to the organization are higher margins and faster growth, derived from the notion that the longer a customer stays with an organization, generally the higher the profit. However, as competition has intensified and markets become saturated, the concern regarding lost customer has grown. As a result, customer retention has indeed become a important factor for firm success. Switching barriers represent any fa
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Hsiao, Kai-Chung, and 蕭凱中. "An Intelligent Customer Retention Management System." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/37062054899233710780.

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碩士<br>國立臺灣科技大學<br>資訊工程系<br>93<br>Competition in the wireless telecommunications industry is fierce. To maintain profitability, carriers must control churn, meaning the loss of subscribers who defects from one carrier to another. This thesis proposes an intelligent customer retention management system to deal with the customer retention problem. The system first learns a churn prediction model by the decision tree-based technique from a historical subscriber database. The churn model is then optimized to support the prediction of defection probability of a customer. The system also constructs a
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Tu, I.-Fan, and 涂逸凡. "Analysis of Retail Customer Retention Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/869t8f.

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碩士<br>國立政治大學<br>資訊管理學系<br>106<br>With outstanding prediction and segmentation performance, the RFM(Recency, Frequency, Monetary) model has been widely used in various business area. Based on the classic Pareto/NBD(Schmittlein et al., 1987) model, the Pareto/GGG model(Platzer & Reutterer, 2016) proposes a new concept ITTs(Inter Transaction Times) including a new parameter k which describes the regularity of purchase behaviors. With 120 thousands transaction record of a leading convenience store in Taiwan, this research analyzes the predictive performance of the Pareto/GGG model. Additionally, u
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Bologo, Takalani Mercedes. "Assessing challenges in customer retention in the insurance industry : a case study of Old Mutual Thohoyandou." Diss., 2015. http://hdl.handle.net/11602/1049.

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HUANG, HSIAO-CHI, and 黃曉琪. "The Relationships among Bank Service Quality, Customer Relationship and Customer Retention." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/07178154676220725242.

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碩士<br>輔仁大學<br>金融與國際企業學系金融碩士在職專班<br>104<br>With the liberalization of financial markets and innovation of information technological, banks not only encoanter strict competition within the industry but also face the pressure of transformation. In addition to provide clients customized financial products, there should be more immediate and convenient financial services to warm customers. Through the questionnaire analysis, the results show that: both the quality of banking services and customer relationship, have significant positive effect on customer retention. Besides, customer relationship ha
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Tegshburen, Bat-Urnukh, and Bat-Urnukh Tegshburen. "Customer Retention at Brau Haus Restaurant Pub." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/75661329115107098869.

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碩士<br>亞洲大學<br>國際企業學系碩士班<br>101<br>In today’s highly competitive business environment, business research is becoming increasingly important to all type of business. Generally this paper aimed to analyze customer retention at Brau Haus restaurant pub. The research was done by methodology and framework of this research study which are vital parts to achieve its objective. Function of the framework is to analyze relationship between customer retention and employee retention at Khan Brau Company. The researcher collected the primary data through conducting questionnaire from 111 respondents; all th
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Ou-Yang, Guang-Zhong, and 歐陽光中. "A Study of Relationship between Customer Knowledge, Switching Costs and Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/81705389196318305309.

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碩士<br>國立臺北大學<br>企業管理學系<br>94<br>For a long time, enterprises all measure customers’ repurchase probability by using customer satisfaction. In recent years, many researches discover that satisfaction isn’t always linked the customer repurchase. Burnham et al. (2003) found that switching costs’ ability to predict customer retention is twice the customer satisfaction. Capraro et al. (2003) also pointed out customer knowledge and satisfaction would influence the likelihood of customer defection at the same time. And customer knowledge is more powerful than customer satisfaction. As the measur
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Tseng, Kuo-Chung, and 曾國忠. "The Relationship among Customer Satisfaction, Customer Retention and Price on Housing Loan." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/70083824478905692108.

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碩士<br>長庚大學<br>企業管理研究所<br>93<br>Given the financial liberalization, the changes and movements in the industrial and economic environment, financial institutions are finding it harder to manage their loan businesses. As such, housing loans have become their primary business focus. However, with intensive competition and low interest rates, the issue of housing loan customers switching financial institutions has severely impacted loan providers’ operations. It seems that financial institutions have resorted to engaging in price wars to survive in the market. The financial sector is a highly compe
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