Customer satisfaction and retention: the experiences of individual employees

Hansemark, Ove C.; Albinsson, Marie

doi:10.1108/09604520410513668

Cited by 308 publications

(186 citation statements)

References 26 publications

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“…More satisfied customers tend to be loyal and are more inclined to producing several benefits to organization [28], [29]. Repeat service always generates income and costs are lower in comparison to the process of acquiring new customers.…”

Section: Quality Of Service and Customer Satisfactionmentioning

confidence: 99%

Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Ambrož¹,

Lotrič²

2012

PROMET

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Section: Quality Of Service and Customer Satisfactionmentioning

confidence: 99%

Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Ambrož¹,

Lotrič²

2012

PROMET

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“…Study entrenched trust as an important precursor of customer loyalty (Akbar and Parvez, 2009). Satisfaction is generally defined as customer attitude toward a service provider, or, more specifically, an emotional response to the concordance between what customers anticipate and what they receive in fulfillment of a purchase (Hansemark and Albinsson, 2004). Conversely, customer loyalty refers to a profoundly held commitment to re-buy a preferred service or product in the future in spite of situational influences or competitor marketing efforts that could reasonably cause switching behavior (Oliver, 2014).…”

Section: Literature Reviewmentioning

confidence: 99%

Exploring switching factors for mobile number portability: A survey

Khaliq

2017

Int. j. adv. appl. sci.

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Pakistan's mobile phone market is one of the world's fastest growing markets with a subscriber base of 137 million users. Competition in the country's telecommunication industry is dominated by four players and customer demand is high. In addition, Pakistan is the first country in South Asia to have implemented Mobile Number Portability (MNP) in March 2007. MNP is a facility that allows mobile subscribers to switch between service providers without changing their existing phone numbers. Mobile phone service provider's selection may be influenced by various factors. Therefore, this research was undertaken to explore factors affecting MNP and to determine which factors were most influential in the selection of mobile phone service providers in a developing economy like Pakistan. Moreover, the study also probed into differences in customer perceptions between prepaid and post-paid customers. This exploratory study is based on primary data collected from 300 customers using services of different cellular companies who had experienced MNP facility. Factor analysis was carried out on obtained data and reliability of the resultant scale was verified to achieve the objectives of the study. The outcome of this research provided a concise framework of the various dimensions of customer choice. Contrary to previous researches, the result of this study indicated that infrastructural services, customer relationships, call quality and promotional packages were the most important factors affecting MNP. However, price of services was found less important factor in selection of telecommunication service providers. This study also showed that pre-paid and post-paid customers can be significantly different for many value-added services and promotional tools.

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“…In today's society of intense competition, customer satisfaction has been the major goal of firms since it affects the customer retention and the firm's market share (Hansemark andAlbinsson, 2004 andBjork, 2015). Khan and Rizwon (2014) see satisfaction as the factor through which customer measures how much his needs desires have been met or exceeded.…”

Section: Customer Satisfactionmentioning

confidence: 99%

Product Brand and Customer Loyalty: A Survey of the Nigeria Banking Industry

Marshal

2017

Journal of Accounting, Business and Finance Research

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The banking industry have experience tremendous changes ranging from structural changes to technological advances which have turned the industry into self service industry where customer's problems can be solved at any moment despite their location. Since the banking industry is intensely competitive, complex and dynamics due to the fact that all the banks offers same products and services that can easily be copied, as such the only way to differentiate oneself in this complex and dynamic banking environment is to offer same product and service brand with high quality at a cheaper price. However, the study examines how product brands influences customer loyalty in the banking industry in Nigeria. The study adopted the descriptive survey to study twenty two (22) commercial banks in Nigeria. Quarterly data ranging from 2009 through 2014 was collected from the CBN statistical bulletin and the analysis was conducted using mean, median, graphs and pie chart. The results obtained showed that product/service brand with high quality plays a critical role in influencing customers' satisfaction and customers' involvement which leads to customer loyalty.

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Customer satisfaction and retention: the experiences of individual employees

Cited by 308 publications

References 26 publications

Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Impact of a Mediating Role of Repurchase Intentions on Customer Retention

Exploring switching factors for mobile number portability: A survey

Product Brand and Customer Loyalty: A Survey of the Nigeria Banking Industry

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