Customer Satisfaction And Retention Pdf


By LujГЎn V.
In and pdf
06.12.2020 at 03:22
8 min read
customer satisfaction and retention pdf

File Name: customer satisfaction and retention .zip
Size: 1821Kb
Published: 06.12.2020

Items in Shodhganga are protected by copyright, with all rights reserved, unless otherwise indicated. Shodhganga Mirror Site.

Customer satisfaction and retention: the experiences of individual employees

Within the area of marketing, the ability to retain existing customers is increasingly seen as central to successful performance. This is particularly true in the service sector, where it is often argued that customer attraction costs are significantly higher than customer retention costs. This paper examines customer satisfaction and retention in banking, where a key strategy is the building and maintenance of a loyal customer base. Unable to display preview. Download preview PDF.

17 Awesome Customer Retention Strategies That Work

We use cookies for some functionality on our website to work properly, collecting analytics to understand and improve a visitor's experience, and for personalized advertising. If you want to build a thriving business, you need to take care of your biggest assets — Customers. Sadly, most businesses are obsessed with lead generation — but careless when it comes to customer retention. How sad? Of course, acquiring new leads is great, but retaining existing customers should be your primary focus. Trust me, retaining your customers is a key aspect of your business. Without a doubt, converting leads to customers is a hard process — but your efforts can pay off if you focus on the ultimate goal — retention.

The purpose of this study was to explore how the employees of a company experience the concepts of customer satisfaction and retention. Satisfaction was discussed from three perspectives: definition of the concept, how to recognise when a customer is satisfied, and how to enhance satisfaction. These were: service, feeling, chemistry, relationship and confidence, dialogue, complaints and retention. All except the first two of these categories of experience were found to enhance retention, implying that the informants have found that strategies for enhancing both satisfaction and retention are similar. The strongest connection between retention and satisfaction strategies turned out to be in terms of relationship and confidence.


A satisfied customer may or may not intend to return to a company, which is the reason satisfaction does not necessarily lead to retention. Customer satisfaction.


Skip to search form Skip to main content You are currently offline. Some features of the site may not work correctly. This paper examined the impact of customer satisfaction on customer retention. The objectives were: to determine the relationship between customer satisfaction and customer retention, and to examine the impact of customer satisfaction on customer retention. Survey research design was adopted for this study.

Toggle navigation. A questionnaire-based survey was distributed to students served at 10 limited service restaurants in the neighbourhood of universities in Amman, the capital city of Jordan. The key dimensions of food quality, customer satisfaction and customer retention were identified through literature. The data collected valid questionnaires were analysed using SPSS The findings showed that service quality and food quality have a positive influence on customer satisfaction.

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated. Show full item record. This research aimed at finding out the determinant of customer satisfaction and retention in Commercial Bank of Ethiopia.

To browse Academia. Skip to main content. By using our site, you agree to our collection of information through the use of cookies.

 Это тебе велел Фонтейн? - спросила. Бринкерхофф отвернулся. - Чед, уверяю тебя, в шифровалке творится что-то непонятное.

Он снова постучал. У него был такой вид, будто он только что увидел Армагеддон. Хейл сердито посмотрел на обезумевшего сотрудника лаборатории систем безопасности и обратился к Сьюзан: - Я сейчас вернусь.

0 Comments

Leave a Reply