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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An analysis of service quality and complaint handling in the Jordanian healthcare sector: Implications for TQM and customer retention [PDF]
Innovative MarketingThis study aims to investigate the interconnections among total quality management, service quality, customer retention, and moderating influence of customer complaint handling within the healthcare industry of Jordan.
Khaled M. Aboalganam +2 more
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Reinvestigating Key Factors of Customer Satisfaction Affecting Customer Retention for Fast Food Industry [PDF]
International Journal of Management, Accounting and Economics, 2017 It is an undisputed fact that the cost of Customer Retention is far lesser than that of acquiring fresh ones. Customer satisfaction is undoubtedly one of the strong factors ensuring customer retention.
Omkar Dastane, Intan Fazlin
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Pengaruh komitmen, kepercayaan, dan kepuasan terhadap retensi pelanggan Honda Matic
Journal of Business & Banking, 2018 This study aimed to determine the effect of commitment, trust, and customer retention both partially and simultaneously. This research is also the development of research with reference to the journals and books for the theoretical framework.
Naldi Dwi Satriawan, M Nadjib Usman
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How customer satisfaction changes behavior: A case study of banking industry [PDF]
Management Science Letters, 2013 An increase on competition industry from one side and the need for customer retention on the other side in banking industry create necessary motivation to learn more about customer behavior.
Hossein Vazifedoost +2 more
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Binus Business Review, 2012 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.
Dian Tauriana, Ni Made Dini Arisani
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Enhancing customer retention using customer relationship management approach in car loan bussiness
Cogent Business & Management, 2020 The objective of this study was to analyse the effects of customer-perceived value, corporate image, and service quality on customer satisfaction, as well as to analyse the direct effect of switching barriers on customer retention, and to analyse the ...
Megawati Simanjuntak +3 more
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Customer Retention and Related Factors Analysis in Financial Services Company
Binus Business Review, 2021 High competition requires companies to maintain their consumers, so they do not turn to competitors. Besides that, the high acquisition cost to get new customer makes many companies shift their focus to customer retention.
Heru Santosa Hadiyanto
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The Loyalty Chain: Linking Employee Commitment, Customer Retention, and Financial Sustainability
Journal of Asia Entrepreneurship and SustainabilityEmployee commitment has increasingly been recognized as a strategic organizational resource that enhances customer relationships and long-term business performance.
Dr. M. Sekar +4 more
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Enhancing Customer Retention in Manufacturing SMEs through Supply Chain Innovative Practices
Management Dynamics in the Knowledge Economy, 2022 Firms have realised that they cannot compete successfully in a marketplace without considering their customers. The impact of Supply Chain Innovative Practices (SCIPs) on customer retention in manufacturing SMEs is not well recognized.
Baraka ISRAEL
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