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Pillars of customer retention: an empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention [PDF]
Serbian Journal of Management, 2019 The aim of this study is to explore relationships among five factors: customer relationship management, customer satisfaction, customer loyalty, customer profitability, and customer retention.
Bader Almohaimmeed
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Analyzing the relationship between pricing strategy and customer retention in hotels: A study in Albania [version 1; peer review: 2 approved, 1 not approved] [PDF]
F1000Research, 2023 Background: In the consumer-centric global economy of the 21st century, customer retention is a vital concept in the hospitality industry for building and sustaining long-term relationships.
Ariola Harizi +2 more
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CUSTOMER RETENTION – CRM APPLICATION [PDF]
Issues in Information Systems, 2010 Customer retention is an important customer relationship management (CRM) strategy. To be effective, retention programs must embrace a customer-centric management approach to identify customer needs, segment profitable customers and facilitate satisfaction and loyalty.
Sam Nataraj
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Exploring customer retention dynamics: A comparative investigation of factors affecting customer retention in the banking sector using mediation-moderation approach [PDF]
HeliyonThe purpose of this research is to explore the impact of service quality, customer trust, and cultural disparities on customer satisfaction within the banking sector.
Chai Zhengmeng +3 more
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An empirical study to determine the critical success factors on customer retention: A case study of Iranian banking sector [PDF]
Management Science Letters, 2011 One of the most important strategic issues for any enterprise is to create and deliver superior value for its customers and provide enough evidences to convince them not to choose another competitive. In this study, we study the effects of customer value,
Neda Jomehri +2 more
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Customer poaching with retention strategies [PDF]
, 2013 This paper is a first step in investigating the competitive and welfare effects of behaviourbased price discrimination (BBPD) in markets where firms have information to employ retention strategies as an attempt to raise barriers to switching. We focus on retention activity in the form of a discount offered to a consumer expressing an intention to ...
Esteves, Rosa Branca
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Matrik, 2023 Customer retention is the maintenance of long-term customer-company relationships through customer satisfaction thereby creating loyalty. Value co-creation is proven to have a significant role in creating customer loyalty, so that customer loyalty ...
Muhammad Baehaqi +2 more
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SEISENSE Journal of Management, 2021 Purpose- This study examined the moderating effect of perceived corporate image on the indirect relationship between mobile banking service quality and customer retention via customer perceived value in the Kenyan banking industry Design/Methodology ...
Daniel Kipkirui Langat +2 more
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Marketing of Scientific and Research Organizations, 2023 This study examined the effect of customer experience management (CEM) on customer retention in restaurants in Anambra State, Nigeria. Specifically, the study sought to investigate the influence of affective customer experience, cognitive customer ...
Nwankwo Cosmas Anayochukwu +1 more
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Cogent Business & Management, 2023 In a world with enormous opportunities and challenges from the 4.0 revolution and the lingering COVID-19 pandemic, customer retention is more important than ever for retailers.
Diep T.N. Nguyen +3 more
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