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Journal articles on the topic 'Retention of customers'

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Published: 4 June 2021
Last updated: 12 February 2022

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1

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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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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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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Gengeswari, K., and P. Padmashantini. "Impact of Customer Retention Practices on Firm Performance in the Retailing Sector: A comparison between a foreign and home grown retailer in Malaysia." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 6, no. 1 (2013): 672–88. http://dx.doi.org/10.24297/ijmit.v6i1.749.

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As customers are the backbone of any business, firms without customers would not be able to sustain their performance. This is because such firms are believed to have no revenues, no profits and therefore no market value. Accordingly, managing customers is deemed to be very crucial business agenda in which the key focus has been switched in recent years from attracting new customers to preserving existing ones. Both practitioners and scholars have discovered that it is much easier and cheaper to retain the exiting customers than investing on the potential customers. A decent customer retention
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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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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 (2012): 449. http://dx.doi.org/10.21512/bbr.v3i1.1333.

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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 t
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Awad, Nancy Awadallah. "Examining the Impact of E- Shopping on Customer Loyalty." International Journal of Online Marketing 9, no. 3 (2019): 82–94. http://dx.doi.org/10.4018/ijom.2019070105.

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The majority decisions of online customers make are by tracing the electronic word of mouth and online comments which belong to previous customers and is affected by some fears. This study applied a decision tree method to customer data of those who visit a popular group on Facebook (SouqEgypt). Findings in this study indicated that social media marketing for increasing customer's retention and loyalty are influenced by customer's income, education level and occupation. This study helps marketing managers to enhance customer loyalty and in the long run maximize returns on marketing.
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FELIX, DR EGBORO. "CHALLENGES OF ACQUISITION AND RETENTION OF CUSTOMERS IN A COMPETITIVE MARKET." INTERNATIONAL JOURNAL OF MANAGEMENT & INFORMATION TECHNOLOGY 10, no. 8 (2015): 2372–80. http://dx.doi.org/10.24297/ijmit.v10i8.585.

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In a world of ever changing customer expectation, and competitive business environment, building corporative and collaborative relationship with customers seems to be the most prudent way to keep track of their changing expectation and appropriately influencing them. One way in which that some companies are developing an improved focus on Customer Relationship Management (CRM), is through the establishment or consideration of splitting the marketing manager’s job into two parts: one for acquisition and one for retention. Offensive marketing emphasize on customer acquisition while defensive
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Thomas, Jacquelyn S. "Econometric Analysis of Customer Retention in an Aviation Trade Organization." Transportation Research Record: Journal of the Transportation Research Board 1567, no. 1 (1997): 33–40. http://dx.doi.org/10.3141/1567-05.

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The proliferation of customer data bases is a direct consequence of firms’ drive toward efficient customer-firm interactions. With regard to customer-firm interactions, firms have focused on customer retention rates. Using a customer data base, firms try to identify the most valuable customers within that data base. After identifying these customers, firms attempt to develop strategies and tactics that increase the retention of the most valued customers and maximize the profitability of the entire base of customers. With this goal in mind, common firm practices that have arisen are the offerin
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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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Staudt, Yves, and Joël Wagner. "What policyholder and contract features determine the evolution of non-life insurance customer relationships?" International Journal of Bank Marketing 36, no. 6 (2018): 1098–124. http://dx.doi.org/10.1108/ijbm-11-2016-0175.

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Purpose Over the last decade, technological and social trends have significantly influenced the relationship between customers and insurers. New buying patterns, price comparison platforms and the usage of different interaction channels driving single-product purchases and impacting lapses have influenced insurers’ customer portfolios and development. The purpose of this paper is to study the features driving the customer relationship along three areas, namely, customer acquisition, development and retention. Design/methodology/approach After defining 14 related hypotheses, the authors use eco
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Kabue, Hellen W. "Creating Customer Value for Enhanced Customer Satisfaction and Retention." Research in Economics and Management 5, no. 3 (2020): p7. http://dx.doi.org/10.22158/rem.v5n3p7.

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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 custome
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Kyei, Daniel Asante, and Augustine Thomas Mambu Bayoh. "Innovation and Customer Retention in the Ghanaian telecommunication industry." International Journal of Innovation 5, no. 2 (2017): 171–83. http://dx.doi.org/10.5585/iji.v5i2.154.

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The competition within the telecommunication sector is increasing day by day in Ghana and therefore requires the telecom operators to be more adept in their strategic approach to meet the growing demands of customers. Effective innovation is believed to be key in the approach of wining and maintaining customers. This paper examines the effect of innovation on customer retention in the telecommunication industry in Ghana. Data were collected using self-administered questionnaires to 365 customers of 6 telecommunication companies in Accra, Ghana. Descriptive statistics and multiple regression we
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Somjani, Avinash. "ENHANCING CUSTOMER RETENTION IN RETAIL INDUSTRY." INFORMATION TECHNOLOGY IN INDUSTRY 9, no. 1 (2021): 729–35. http://dx.doi.org/10.17762/itii.v9i1.193.

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With the pandemic grabbing up places all over the world, the decline in businesses, macro and micro, is inevitable. Among these businesses is the retail sector which plays an important role for any economy. Retail sector covers all the basic necessities that a human being needs. 
 Retail sector is dependent on many factors that drive the sales of a company and the most vital one is the customer retention. With eruption of technology it is highly important to underscore the importance of social media and advanced technology. The main reason for that is the number of options the customers h
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Mostafa, Rasha H. A., and Mohamed Mahmoud Ibrahim. "The effects of customer equity and religious motivation on customer retention and switching intention." Journal of Islamic Marketing 11, no. 6 (2020): 1873–91. http://dx.doi.org/10.1108/jima-06-2019-0136.

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Purpose This paper aims to investigate the effects of intrinsic and extrinsic motivations represented in religious motivation and customer equity (CE) drivers, respectively, and switching costs (SCs), on customer’s retention to conventional banks and their switching intention (SI) to Islamic ones in the context of the Egyptian banking sector. Design/methodology/approach Based on the literature, a theoretical model is proposed and examined using structural equation modeling (AMOS) 24. Data were obtained using an intercept sample of 273 conventional bank customers in two major cities in Egypt, n
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Hasan, Ameer, Muhammad Irfan Arif ., and Nimra Khan . "ATM Service Quality and its Effect on Customer Retention: A Case from Pakistani Banks." Information Management and Business Review 5, no. 6 (2013): 300–305. http://dx.doi.org/10.22610/imbr.v5i6.1055.

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The concept customer retention has received a considerable attention from a few decades in both areas as academic and industry. In the dynamic market environment, customer retention is seen as much important factor to compete in the market. Banks deals very closely to their customers, find, and fulfill their needs. Due to the technological advancement, banks are offering technology based services to the customers, the aim is to have a competitive advantage in satisfying their customer needs and hence to retain their customers. This research attempts to find the technology based ATM service qua
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Christou, Evangelos. "Relationship marketing practices for retention of corporate customers in hospitality contract catering." Tourism and hospitality management 16, no. 1 (2010): 1–10. http://dx.doi.org/10.20867/thm.16.1.1.

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Customer retention is specific to the context of each firm, and this is rarely recognized in models for customer retention. This paper studies how customer retention in hospitality business-to-business contract catering depends on the relationship substance built up due to interaction between the parties. Relationship substance may be of a more or less embedded ind, which is explored here in the form of relationship satisfaction and organizational change in the buying firm. A conceptual model is developed and tested on a sample of business relationships in business-to-business contract caterin
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Alshurideh, Muhammad Turki. "Is Customer Retention Beneficial for Customers: A Conceptual Background." Journal of Research in Marketing 5, no. 3 (2016): 382. http://dx.doi.org/10.17722/jorm.v5i3.126.

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Noor ritawaty. "THE EFFECT OF SERVICE QUALITY AND RELATIONAL EFFORTS ON TRANSACTION SATISFACTION, RELATIONAL OUTCOME AND CUSTOMER RETENTION IN RETAIL BUSINESS IN THE CITY OF BANJARMASIN." Archives of Business Research 7, no. 10 (2019): 113–20. http://dx.doi.org/10.14738/abr.710.7252.

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 The study aims to analyze the influence of the services quality and relational efforts relational satisfaction, relational outcomes and retention of customers in the retail business in the city of Banjarmasin. The population in this study is the consumer supermarket in the city of Banjarmasin, such as Hypermart, Giant. Lottemart, and Ramayana Robinson. Given the respondents in this study is homogeneous, so that the sample collection technique is systematic random sampling with selected respondents must meet predetermined criteria standards. because the population is not limited
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Darzi, Mushtaq Ahmad, and Suhail Ahmad Bhat. "Personnel capability and customer satisfaction as predictors of customer retention in the banking sector." International Journal of Bank Marketing 36, no. 4 (2018): 663–79. http://dx.doi.org/10.1108/ijbm-04-2017-0074.

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Purpose The purpose of this paper is to report the findings of a study undertaken to understand customer satisfaction and customer retention in business-to-consumer markets. The study investigates the effect of personnel capability and customer satisfaction on customer retention in the banking sector. The influence of the control variable (gender) on customer retention and mediating role of customer satisfaction has also been examined. Design/methodology/approach The study has used structural equation modeling (SEM) for data analysis across a sample of 409 bank customers of a private bank oper
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et al., Eltahir. "Comparative study of customer relationship management (CRM) and electronic customer relationship management (E-CRM)." International Journal of ADVANCED AND APPLIED SCIENCES 8, no. 7 (2021): 1–6. http://dx.doi.org/10.21833/ijaas.2021.07.001.

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Customer Relationship Management can have great help to different companies of different sizes as it offers direct relation with the efficient in organizing, disseminating, and establishing values. The current study is the investigation into and comparison of Customer Relationship Management (CRM) and Electronic Customer Relationship Management (E-CRM). The study also aims to compare CRM and ECRM. The study also aims at showing to what extent building good relationships with the customer is of great role to companies. The study reviewed the recent articles published in the international databa
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Ascarza, Eva. "Retention Futility: Targeting High-Risk Customers Might be Ineffective." Journal of Marketing Research 55, no. 1 (2018): 80–98. http://dx.doi.org/10.1509/jmr.16.0163.

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Companies in a variety of sectors are increasingly managing customer churn proactively, generally by detecting customers at the highest risk of churning and targeting retention efforts towards them. While there is a vast literature on developing churn prediction models that identify customers at the highest risk of churning, no research has investigated whether it is indeed optimal to target those individuals. Combining two field experiments with machine learning techniques, the author demonstrates that customers identified as having the highest risk of churning are not necessarily the best ta
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Nugroho, Samuel, Sesilya Kempa, and Togar Wiliater Soaloon Panjaitan. "Logistic Service Quality and Customer Satisfaction to Customer Retention on Rice Producer Industry." SHS Web of Conferences 76 (2020): 01048. http://dx.doi.org/10.1051/shsconf/20207601048.

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Good quality logistic services from the company can make customers feel satisfied and make purchases back to the company. in the form of rice shops will This study aims to look at the effect of logistic service quality on customer retention through customer satisfaction. This study investigates the service quality of logistic providers that are hired by the rice producers in distributing rice to rice retailers. The samples in this study are 36 rice retailers who have used logistic services at least two times. Data obtained from the questionnaire are processed using partial least square (PLS).
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Qasem, Mohammad Fayez, Mohammed Abdallah Abukhadijeh, and Mohammad "Abd Alaffo" Aladham. "Customer Relationship Management and Customer Retention in Jordanian Bank." International Business Research 9, no. 9 (2016): 41. http://dx.doi.org/10.5539/ibr.v9n9p41.

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<p>This study examined the impact of CRM Activities on bank’s customer retention in Jordan. In order to collect the data of study the researchers designed a survey, the sample was collected from (405) customers of Jordanian banks' as respondents for the research questionnaire in 2016, by using a random sampling method, using Google form and survey monkey. 388 questionnaires were usable, incomplete returned questionnaires had been eliminated. The statistical results provide evidence on the significant positive relationship between CRM Activities and Attitudes of bank’s customers. the sign
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USMANI, SANIA, Faraz Ahmed, and Syed Hamza Sajjad. "Website Attributes, Customer Engagement and Retention: Empirical Evidence from Local Pakistani Companies." Sukkur IBA Journal of Management and Business 6, no. 2 (2020): 58. http://dx.doi.org/10.30537/sijmb.v6i2.312.

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Abstract: Website attributes of an e-commerce website enhance its visual and responsive appeal for the website. To have a closer view and insight of the website attributes, we investigated that how different website attributes such as aesthetic, affective, functional and symbolic affects the customer engagement and retention. We compared furniture and airline sector specifically; Interwood and Habitt, and PIA and Serene Air websites and its effect of customers engagement and retention. Data was collected from respondents after showing them the websites of each company and they were asked to ev
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OTHMAN, BESTOON, HE WEIJUN, ZHENGWEI HUANG, WIRYA NAJM RASHID, JING XI, and FANG YUAN. "The effect of service marketing mix elements and customer retentiontowards clothing store brands in ChIna." Industria Textila 72, no. 04 (2021): 388–97. http://dx.doi.org/10.35530/it.072.04.1777.

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The aim of this paper was to analyse the impact of service marketing mix (promotion, price, place, product, people,process, physical evidence and after sale service) on customer retention towards clothing store brands in China. Basedon the analysis of past literature, it appeared that there were only few studies examining the empirical relation betweenthe two constructs, particularly in the clothing sector in China. A comprehensive survey approach was used to collectdata from a total of 385 customers visiting clothing stores in the middle part of China (Hubei). SPSS and PLS were usedto analyse
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Min, Sungwook, Xubing Zhang, Namwoon Kim, and Rajendra K. Srivastava. "Customer Acquisition and Retention Spending: An Analytical Model and Empirical Investigation in Wireless Telecommunications Markets." Journal of Marketing Research 53, no. 5 (2016): 728–44. http://dx.doi.org/10.1509/jmr.14.0170.

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Strategic resource allocation in growth markets is always a challenging task. This is especially true when it comes to determining the level of investments and expenditures for customer acquisition and retention in competitive and dynamic market environments. This study develops an analytical model to examine firms’ investments in customer acquisition and retention for a new service; it develops hypotheses drawing on analytical findings and tests them with firm-level operating data of wireless telecommunications markets from 41 countries during 1999–2007. The empirical investigation shows that
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Sashi, C. M., Gina Brynildsen, and Anil Bilgihan. "Social media, customer engagement and advocacy." International Journal of Contemporary Hospitality Management 31, no. 3 (2019): 1247–72. http://dx.doi.org/10.1108/ijchm-02-2018-0108.

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PurposeThe purpose of this study is to examine how social media facilitates the process of customer engagement in quick service restaurants (QSRs). Customers characterized as transactional customers, loyal customers, delighted customers or fans, based on the degree of relational exchange and emotional bonds, are expected to vary in their propensity to engage in advocacy and co-create value.Design/methodology/approachHypotheses linking the antecedents of customer engagement to advocacy are empirically investigated with data from the Twitter social media network for the top 50 US QSRs. Multiple
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Bhattacharya, C. B. "When Customers Are Members: Customer Retention in Paid Membership Contexts." Journal of the Academy of Marketing Science 26, no. 1 (1998): 31–44. http://dx.doi.org/10.1177/0092070398261004.

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White, Lesley, and Venkata Yanamandram. "A model of customer retention of dissatisfied business services customers." Managing Service Quality: An International Journal 17, no. 3 (2007): 298–316. http://dx.doi.org/10.1108/09604520710744317.

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Margret N., Dr Kabuoh, Smith Olufolake M., Dr Okwu Andy T., and Erigbe Patience A. "Sales Promotion and Customer’s Retention in Selected Foods and Beverages Companies in Lagos State Nigeria." Journal of Social Sciences Research, no. 63 (March 15, 2020): 276–85. http://dx.doi.org/10.32861/jssr.63.276.285.

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Organisations’ customers are the greatest asset they have to remain sustained and to retain these customers, effective sales promotion is required to push company’s products and services to various customers at satisfaction with view of making profit. However, some organisations especially those in consumable goods pay little attention to customers’ satisfaction by not imbibing effective sales promotion leading to poor sales performance and customers’ turnover. This study examines the effect of sales promotion on customer retention of selected food and beverages companies in Lagos, Nigeria. Su
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Tripathy, Arun Kumar, and Anshul Jain. "FinTech adoption: strategy for customer retention." Strategic Direction 36, no. 12 (2020): 47–49. http://dx.doi.org/10.1108/sd-10-2019-0188.

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Purpose Purpose of this paper is highlight the importance of adopting FinTech innovations to improve Customer Retention Design/methodology/approach Authors viewpoint and give a macro perspective of FinTech-Customer Retention linkages. Findings Adoption of FinTech innovations is essential for customer retention. Practical implications Many large B2C players are moving strongly ahead with adopting FinTech driven payment solutions. Competitors which ignore this trend, stand to lose customers in the long run. Originality/value FinTech is a new and developing industry. There has been limited resear
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Beukes, Jacques, Hein Prinsloo, and Theuns G. Pelser. "Customer Service Expectations from South African Alcoholic Beverage Suppliers in Urban and Rural Areas." Journal of Economics and Behavioral Studies 9, no. 3(J) (2017): 28–45. http://dx.doi.org/10.22610/jebs.v9i3(j).1744.

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South African alcoholic beverage suppliers (SAABS) have to focus their efforts on quality customer service as a means of differentiation. Quality of service is a competitive advantage and serves as a marketing tool for many companies; it also contributes to customer loyalty and retention. Offering quality service is considered an essential strategy for success and survival in today’s competitive business market. A commitment to quality must start from the top of any organisation, be it a service delivery company or a manufacturing or merchandising business, and spiral down to the bottom. SAA
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Terblanche, N. S., and C. Boshoff. "The in-store shopping experience: A comparative study of supermarket and clothing store customers." South African Journal of Business Management 35, no. 4 (2004): 1–10. http://dx.doi.org/10.4102/sajbm.v35i4.663.

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Various developments continually pressurise retailers to find new and innovative ways to differentiate themselves from competitors and adapt to ever-changing and accelerating environmental circumstances. Positioning based on customers’ in-store shopping experience (ISE) offers retailers an alternative means of differentiation and is achieved by providing a superior in-store shopping experience. The ISE instrument that has been developed to measure customers’ in store shopping experience is used in this study to compare the in-store shopping experiences of customers of two diverse retailing env
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Chimote, Niraj Kishore, and Ankita Srivastava. "Analyzing the Effectiveness of Customer Retention Strategies with Existing Customers in Banking Industry." International Journal of Customer Relationship Marketing and Management 3, no. 3 (2012): 1–14. http://dx.doi.org/10.4018/jcrmm.2012070101.

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The rationale of this study is to find out the effectiveness of customer retention strategies from the perspective of the existing customers of a bank in Dehradun (India). The literature suggests that the retention is influenced by four levels namely financial bonds, social bonds, structural bonds and customization bonds along with some additional variables. The questionnaire survey was responded by 108 existing customers of a leading private sector bank. Chi-square test revealed that the effectiveness of retention strategies is independent of demographic variables except education. The factor
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Chim Weng Kong and Maria Abdul Rahman. "Service Quality and Customer Retention in Malaysian Commercial Banks." Journal of Business and Social Review in Emerging Economies 6, no. 4 (2020): 1287–95. http://dx.doi.org/10.26710/jbsee.v6i4.1425.

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This conceptual paper explores the contribution of service quality on banks’ customer retention. Customer is the core factors to any business industry and there is no exception for the banking industry. Customers will only retain with the same bank provided there is a quality service. Service comes in the form of how the bank’s employee treats the customers and from physical facilities and other tangibles used in banking transactions. Contribution of service quality is indefinite and without it, firm’s business will lose out to other banks. Banks not only compete with other banks but banks’ br
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Mishachandar, B., and Kakelli Anil Kumar. "Predicting customer churn using targeted proactive retention." International Journal of Engineering & Technology 7, no. 2.27 (2018): 69. http://dx.doi.org/10.14419/ijet.v7i2.27.10180.

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With the advent of innovative technologies and fierce competition, the choices for customers to choose from have increased tremendously in number. Especially in the case of a telecommunication industry, where deregulation is at its peak. Every year a new company springs up offering fitter options for its customers. This has turned the concentration of the business doers on churn prediction and business management models to sustain their places. Businesses approach churn in two ways, one is through targeted customer retention and through cause identification strategy. The literature of this pap
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MUHAMMAD, ALI, and AIZA HUSSAIN RANA. "Impact of Online Customer Relationship Management (OCRM) Upon Customers Satisfaction in Post Covid-19 Scenario. A Case Analysis of Standard Chartered Bank Pakistan." International Review of Management and Business Research 9, no. 4 (2020): 180–95. http://dx.doi.org/10.30543/9-4(2020)-16.

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This study investigates the impacts of online Customer Relationship Management (OCRM) on the level of customer satisfaction and retention in the Pakistani Banking industry. Recent past has witnessed workplace shift toward workspace especially in post-Covid scenario. Covid-19 pandemic have pushed banks in developed countries to move its day-to-day operations to purely online, following which Pakistani banks are also going global yet customer satisfaction and retention still remains a dilemma. A case analysis of Standard Chartered Bank has been chosen in the relatively troubled state of Khyber P
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Salem, Suha Fouad. "Do Relationship Marketing Constructs Enhance Consumer Retention? An Empirical Study Within the Hotel Industry." SAGE Open 11, no. 2 (2021): 215824402110092. http://dx.doi.org/10.1177/21582440211009224.

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The increasing growth of new hotels in the Malaysian domestic market indicates that the hospitality and tourism industry is growing rapidly. As a result, there will be high competition as customers can easily switch from one hotel to the other. Therefore, to maintain competition in the market, it is crucial for hotels to recognize the importance of conflict handling, trust, and customer commitment in maintaining good relationships with their customers. Hence, the objective of this study is to study, relationship marketing constructs such as conflict handling, trust, and commitment are evaluate
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Haque, Umama Nasrin, and Rabin Mazumder. "A Study on the Relationship Between Customer Loyalty and Customer Trust in Online Shopping." International Journal of Online Marketing 10, no. 2 (2020): 1–16. http://dx.doi.org/10.4018/ijom.2020040101.

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Recently, the online market environment is quite competitive, and the organizations have to make sure to focus on continuously meeting the current and potential needs of the customers. Customer loyalty is primarily achieved by satisfying customer's expectations. In online shopping, since the products are intangible, it is important to build trust among the customers. Organizations need to thoroughly understand the consumer behavior and consumer needs in order to create and implement effective customer retention strategies. This study attempts to study the relationship between customer loyalty
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Tu, Yu-Te, and Hsiao-Chien Chang . "Corporate Brand Image and Customer Satisfaction on Loyalty: An Empirical Study of Starbucks Coffee in Taiwan." Journal of Social and Development Sciences 3, no. 1 (2012): 24–32. http://dx.doi.org/10.22610/jsds.v3i1.682.

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Corporate image has been assessed as an important antecedent of customer satisfaction and loyalty. Corporate brand is vital because positive corporate brands help companies achieving higher performance, such as sales. Marketing exists to deliver more value to satisfy customers as well as build a long-term and mutually profitability relationship with customers. If a firm’s products or services do not satisfy or meet the customer’s needs and wants, all the strategies are insufficient. With loyal customers, companies can have higher market share and reduce the operating cost. An improvement o
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Kumar, Rakesh, and Kumar Sharma. "A single-server Markovian queuing system with discouraged arrivals and retention of reneged customers." Yugoslav Journal of Operations Research 24, no. 1 (2014): 119–26. http://dx.doi.org/10.2298/yjor120911019k.

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Customer impatience has a very negative impact on the queuing system under investigation. If we talk from business point of view, the firms lose their potential customers due to customer impatience, which affects their business as a whole. If the firms employ certain customer retention strategies, then there are chances that a certain fraction of impatient customers can be retained in the queuing system. A reneged customer may be convinced to stay in the queuing system for his further service with some probability, say q and he may abandon the queue without receiving the service with a probabi
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Adl, Ammar, and Abdelsadeq Khamis Elfergany. "Tracking How a Change in a Telecom Service Affects Its Customers Using Sentiment Analysis and Personality Insight." International Journal of Service Science, Management, Engineering, and Technology 11, no. 3 (2020): 33–46. http://dx.doi.org/10.4018/ijssmet.2020070103.

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Tracking the effect of change a telecom service on customer feeling is an important process for telecom companies. As a result of tangible growth and large competition among telecom companies, customer retention and satisfaction are the most important challenges faced by telecom companies nowadays. Customer retention can be achieved by identifying the feeling of the telecom customers after changing service and take care of the customers by modifying the services that aren't accepted by its customers. Hence, this article was done by using a combination of four stages of: text pre-processing, pe
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Tsao, Hsiu-Yuan, Lucy M. Matthews, and Victoria L. Crittenden. "Balancing Market Share Growth and Customer Profitability: Budget Allocation for Customer Acquisition and Retention." Organizations and Markets in Emerging Economies 3, no. 2 (2012): 45–55. http://dx.doi.org/10.15388/omee.2012.3.2.14267.

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This study adds to the knowledge of budget allocation for customer acquisition and retention spending in an inertia segment. The results indicate that when retention spending surpassed the optimal budget allocation, increased spending did not grow the expected value of customer equity. Since the inertia segment is comprised of loyal customers, an examination of brand equity and its role in customer loyalty and its influence on customer equity are discussed.
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Som, Bhupender, and Sunny Seth. "M/M/c/N queuing systems with encouraged arrivals, reneging, retention and feedback customers." Yugoslav Journal of Operations Research 28, no. 3 (2018): 333–44. http://dx.doi.org/10.2298/yjor170620006s.

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Customers often get attracted by lucrative deals and discounts offered by firms. These, attracted customers are termed as encouraged arrivals. In this paper, we developed a multi-server Feedback Markovian queuing model with encouraged arrivals, customer impatience, and retention of impatient customers. The stationary system size probabilities are obtained recursively. Also, we presented the necessary measures of performance and gave numerical illustrations. Some particular, and special cases of the model are discussed.
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Han, Heesup, Wansoo Kim, Sanghyeop Lee, and Hye-Ran Kim. "How Image Congruity and Satisfaction Impact Customer Retention at Luxury Restaurants: A Moderated Mediation Framework." Social Behavior and Personality: an international journal 46, no. 6 (2018): 891–904. http://dx.doi.org/10.2224/sbp.6767.

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We investigated the impact of customers' image congruity and their satisfaction on customer retention at luxury restaurants. We examined the conspicuousness of product consumption as the moderator in the relationship of image congruity and customer satisfaction. Our assessment of the measurement model revealed acceptable levels of reliability and construct validity. Our findings from the structural model assessment indicated that both image congruity and customer satisfaction exerted an influence on customer retention that was sufficiently significant to explain the total variance in retention
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Rfieda, Ali. "Investigating Factors that affecting the Continued use of Internet Banking: Case Study of Libya." Information Management and Business Review 5, no. 7 (2013): 313–23. http://dx.doi.org/10.22610/imbr.v5i7.1057.

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After technological progress and in particular the development of internet, internet banking service has intensified the competition between banks as well as allowed customers to easily compare the services that provided by different banks. While the goal of any business entity in the long term is to increase its productivity and maximisation of the profits, customer retention becomes an important component of banking strategy in today’s increasingly competitive environment to foster customer relationship management. In order to achieve this, it is important to concentrate on the consumer’
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Viljoen, Kim, Mornay Roberts-Lombard, and Chris Jooste. "Reintermediation Strategies For Disintermediated Travel Agencies: A Strategic Marketing Perspective." International Business & Economics Research Journal (IBER) 14, no. 3 (2015): 561. http://dx.doi.org/10.19030/iber.v14i3.9216.

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The evolution and advancement of the Internet has disintermediated many 20th century businesses, in particular traditional travel agencies. Reintermediation strategies for travel agents that result in additional value being delivered to customers need to be sought with the ultimate objective of retaining customers. The research on which this article is based was concerned with the apparent gap in existing research on this topic. Focus group discussions were held and an online survey was conducted with South African travel agents. Eight proposed reintermediation factors were tested for relation
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Baber, Hasnan. "FinTech, Crowdfunding and Customer Retention in Islamic Banks." Vision: The Journal of Business Perspective 24, no. 3 (2019): 260–68. http://dx.doi.org/10.1177/0972262919869765.

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Financial technology (FinTech) has gained a lot of attention and popularity in recent past years. Some researchers blame it for disrupting financial ecosystem and while others admire it for redefining traditional business models. According to the Statista Report 2018, transaction value in the crowdfunding segment amounts to US$ 5,250 mn in 2018. The aim of this study is to investigate the influence of FinTech applications and crowdfunding on customer retention in Islamic banks of Malaysia and the United Arab Emirates. A structured questionnaire consisting of 31 items was designed to gather dat
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Paul, Rik, and Debapratim Purkayastha. "Customer retention at Hyundai Motor India Ltd." Emerald Emerging Markets Case Studies 3, no. 3 (2013): 1–12. http://dx.doi.org/10.1108/eemcs-06-2013-0078.

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Title – Customer retention at Hyundai Motor India Ltd. Subject area – Marketing management, services marketing, customer relationship management and strategic marketing management. Study level/applicability – This case can be taught effectively to MBA/MS students. Case overview – Hyundai Motor India Ltd (HMIL) commenced operations in India in 1996 and launched its first car in India – the Hyundai Santro – in 1998. Since then, there has been no looking back for the company. Its domestic and export sales figures have risen manifold each year and the car maker has gone on to become the second lar
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