Research on the relationship between customer value of e-business and customer retention: an empirical study in china

2009 ◽  
Author(s):  
Guozheng Zhang ◽  
Xiaohong Chen ◽  
Faming Zhou
Keyword(s):  
Empirical Study ◽  
Customer Value ◽  
Customer Retention ◽  
The Relationship

scholarly journals Creating Customer Value for Enhanced Customer Satisfaction and Retention

2020 ◽  
Vol 5 (3) ◽  
pp. p7
Author(s):  
Hellen W. Kabue
Keyword(s):  
Customer Satisfaction ◽  
Customer Value ◽  
Customer Retention ◽  
Descriptive Statistics ◽  
Retention Data ◽  
Marketing Environment ◽  
Spss Software ◽  
The Relationship ◽  
Self Administered Questionnaire ◽  
Data Analysis Methods

Customers are increasingly becoming sophisticated due to forces such as advancement in technology, changing social roles and globalization. As a result, customer churning is today a common reality that most companies have to deal with in order to satisfy and retain their customers. Creating customer value has emerged as one of the winning strategic tools that firms could use to gain competitive advantage in the contemporary marketing environment. This paper is an empirical study that presents a comprehensive analysis of the relationship between customer value, customer satisfaction and customer retention. Data was obtained through a survey involving clients of Commercial Banks in Kenya; the survey yielded a total of 385 responses. A self administered questionnaire was used for the customers’ survey while interviews were conducted for Management. Descriptive statistics and regression data analysis methods were employed utilizing SPSS software. The findings of the study revealed that customer value has a positive statistically significant relationship with both customer satisfaction and customer retention.

The Effect of Customer Value, Customer Satisfaction, and Switching Costs on Customer Loyalty: An Empirical Study of Hypermarkets in Taiwan

2010 ◽  
Vol 38 (6) ◽  
pp. 729-740 ◽  
Author(s):  
Ming-Tien Tsai ◽  
Chung-Lin Tsai ◽  
Han-Chao Chang
Keyword(s):  
Customer Satisfaction ◽  
Empirical Study ◽  
Customer Loyalty ◽  
Customer Value ◽  
Switching Costs ◽  
Retail Industry ◽  
Retail Sector ◽  
Positive Perception ◽  
The Relationship ◽  
Positive Evaluation

Hypermarkets play an increasingly important role in the retail industry in Taiwan. In this study hypermarket customers in Taiwan were surveyed, using switching costs as a variable, to explore the relationship between customer value, customer satisfaction, and customer loyalty. The results indicate that a customer with a more positive perception of the value of products/services has a more positive evaluation of the hypermarket, greater satisfaction, and loyalty. Greater satisfaction combined with greater concern over nonmonetary switching costs also increases customer loyalty to the hypermarket. These findings may help hypermarket operators to develop their businesses further in Taiwan's competitive retail sector.

FEATURE,NILAI, KEPUASAN DAN LOYALITAS PELANGAN

2017 ◽  
Vol 2 (1) ◽  
pp. 45-52
Author(s):  
Iha Haryani Hatta
Keyword(s):  
Structural Equation Modeling ◽  
Customer Satisfaction ◽  
Customer Loyalty ◽  
Significant Influence ◽  
Customer Value ◽  
Structural Equation ◽  
Equation Modeling ◽  
Relationship Of ◽  
The Relationship ◽  
Customer Satisfaction And Loyalty

The aim of this study was to determine the relationship of the features of the value, satisfaction, and customer loyalty; the effect on the value of customer satisfaction and loyalty; influence of satisfaction on customer loyalty. A total of 200 merchant PT. BANK XYZ as respondents was selected randomly. Analyses were performed using structural equation modeling (SEM). The analysis showed that the feature has a significant influence on customer value, but not for customer satisfaction and loyalty. The values has a significant influence on satisfaction, but not on customer loyalty. Satisfaction has a significant influence on customer loyalty. Discussion and conclusions described in the article. Keywords: features of the value, satisfaction, customer loyalty

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