Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention

Almohaimmeed, Bader

doi:10.5937/sjm14-15517

Cited by 31 publications

(15 citation statements)

References 16 publications

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“…Customer loyalty provides many benefits, such as increasing sales and a closer bond with customers. This research contradicts the research conducted by Almohaimmeed (2019), which finds that customer loyalty has no significant effect on customer retention.…”

Section: Discussioncontrasting

confidence: 95%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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Sharia banking is currently facing a very competitive industry era. Customer retention is one of the phenomena confronted by Islamic banks in Indonesia. Therefore, the problem in this research is how to increase customer retention in the Islamic banking sector. This study also aims to test and analyze the effect of trust and brand image on customer retention with customer loyalty as an intervening variable. A total of 100 customer respondents who have saving accounts for more than five years at Sharia Bank filled out the questionnaire in this study. The collected data were processed using the Smart PLS program with measurements of the inner and outer model tests. The test results proved that trust, brand image, and customer loyalty positively and significantly affect customer retention in Islamic commercial banks. Meanwhile, indirect testing proved that the customer loyalty variable could mediate customer trust and retention variables. However, it is unable to mediate the brand image variables on customer retention.

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Section: Discussioncontrasting

confidence: 95%

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

Ricadonna

Saifullah²,

Prasetyoningrum³

2021

J. Keuang. dan Perbank.

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“…As empresas prestadoras de serviços vêm sendo desafiadas a se destacarem em um ambiente competitivo, despertando o interesse de pesquisadores e gestores em compreender como se forma uma base de clientes sólida, clientes retidos ou até mesmo leais, lucrativos e rentáveis (MARTIN;PONDER;LUEG, 2009;NATARAJ;RAJENDRAN, 2018). Mesmo, porém, havendo estudos que comprovam o impacto das relações duradouras entre clientes e organizações sobre a lucratividade e a rentabilidade dos negócios, há lacunas para o desenvolvimento de novas pesquisas que aprofundem a compreensão dos aspectos inerentes aos elementos determinantes que formam a retenção de clientes em empresas de serviços (GANGRADE; JAIN, 2018;NATARAJ;RAJENDRAN, 2018;ALMOHAIMMEED, 2019).…”

Section: Retenção De Clientes: Uma Alternativa Para Melhores Resultadosunclassified

A Retenção de Clientes do Segmento da Viticultura em uma Instituição Financeira no Contexto da Serra Gaúcha

Sehn

Milan²,

Eberle³

et al. 2022

DQuestão

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A presente pesquisa buscou compreender a retenção de clientes do segmento da viticultura em uma instituição financeira no contexto da Serra Gaúcha, o maior polo de produção de uvas do Brasil, com uma carteira de clientes representativa no financiamento do agronegócio. No segmento da viticultura, a instituição financeira vem perdendo clientes em sua operação nos últimos anos. Encontrar a origem desta evasão e potencializar a retenção de clientes neste segmento de atuação, portanto, foi o foco da pesquisa. Para tanto, foi realizada uma pesquisa qualitativa de caráter exploratório, operacionalizada por meio da técnica de entrevistas individuais em profundidade, com uma abordagem semiestruturada, mediante aplicação de Roteiros Básicos de Questões para quinze entrevistados (seis clientes com custeio ativo, seis clientes sem custeio ativo e três Gerentes Gerais da Instituição Financeira). Após análise dos resultados, foi realizado um grupo focal com os três Gerentes Gerais, apresentando os resultados para sua validação. Como resultados, foi evidenciado um conjunto de fatores que levaram à perda de clientes. Problemas de engenharia no tocante aos produtos e/ou serviços, dificuldades na operação ou na prestação de serviços com impacto na satisfação, relacionamento e retenção ou fidelização de clientes; foco excessivo em produto em detrimento aos clientes e utilização de estratégia nacional gerando desvantagem comparativamente a instituições concorrentes com atuação regional são alguns dos achados do estudo.

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“…One-time purchase of product by the customer cannot achieve the desired goal of product success, therefore, a customer must purchase a product more than one time which is possible through customer retention. Therefore, customer retention strategies are important to enhance product success which is also clear from other studies that performance or success has relationship with customer retention (Almohaimmeed, 2019;Omondi & Odock, 2019).…”

Section: Customer Retention and Product Successmentioning

confidence: 91%

Effect on Product Innovation and Marketing in Herbal City Community

Siraphatthada¹,

Thitivesa²,

Rattanabunsakul³

2020

RWE

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Number of studies has carried out the research studies on product success among various industries. However, the product success is not discussed in respect to the herbal city community. Therefore, to fill this research gap, objective of this study is to investigate the role of product innovation and marketing practices in product success of herbal city community. Population of the study is herbal companies of Thailand. Data were collected from the herbal companies in Thailand. Employees of herbal companies were selected as the respondents. Data shows that both product innovation and marketing practices has significant role to enhance product success. Increase in product innovation and marketing practices increases the product success. Product innovation and marketing practices effect positively on customer retention and marketing practices respectively which causes to increase product success.

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Pillars of customer retention: An empirical study on the influence of customer satisfaction, customer loyalty, customer profitability on customer retention

Abstract: Organization are striving to retain customers in order to be able to cope with many challenges. Examples of these challenges include the increased levels of competition among organizations, the advancements in information technology, the

Cited by 31 publications

References 16 publications

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

The Effect of Trust and Brand Image on Customer Retention with Customer Loyalty as Intervening Variables to Customers of Sharia Commercial Banks

A Retenção de Clientes do Segmento da Viticultura em uma Instituição Financeira no Contexto da Serra Gaúcha

Effect on Product Innovation and Marketing in Herbal City Community

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