Factors affecting customer retention in a priority banking program

2018 ◽  
pp. 179-182
Author(s):  
I.R. Aliyah ◽  
S. Soebandhi ◽  
A. Baktiono
Keyword(s):  
Customer Retention ◽  
Factors Affecting ◽  
A Priority

A Contigency Theory for Online Customer Retention

2011 ◽  
pp. 39-55
Author(s):  
Mohamed Khalifa ◽  
Moez Limayem ◽  
Vanessa Liu
Keyword(s):  
Electronic Commerce ◽  
Online Shopping ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Factors Affecting ◽  
Is Research ◽  
Specific Factors ◽  
Online Consumer ◽  
Main Factors ◽  
B2c Electronic Commerce

Customer retention, or repurchase, is one of the main factors that help to create and maintain the competitiveness and sustainability of an organization. With the proliferation of B2C electronic commerce, retention has become even more important to Internet merchants who sell online, where customers are provided with a wide variety of choices and competition is globally severe. As opposed to pageviews and click through ratios, repurchase provides a more revealing metric of the effectiveness of websites. It is therefore important to explain and identify the determinants of online customer retention. Previous IS research on online shopping mainly focused on adoption and usage issues. Very few studies, however, examined whether customers made repurchases after they were attracted to and satisfied with the buying experience and product. In this study, we develop, operationalize and empirically test a model that explains online consumer retention as measured by repurchase. Our findings demonstrated that the direct effect of satisfaction on repurchase is positively moderated by online shopping habit. This research also highlights and identifies specific factors affecting customer retention that should help practitioners in formulating the appropriate marketing strategies.

A Contigency Theory for Online Customer Retention

2011 ◽  
pp. 1837-1852
Author(s):  
Mohamed Khalifa ◽  
Moez Limayem ◽  
Vanessa Liu
Keyword(s):  
Electronic Commerce ◽  
Online Shopping ◽  
Customer Retention ◽  
Marketing Strategies ◽  
Factors Affecting ◽  
Is Research ◽  
Specific Factors ◽  
Online Consumer ◽  
Main Factors ◽  
B2c Electronic Commerce

Customer retention, or repurchase, is one of the main factors that help to create and maintain the competitiveness and sustainability of an organization. With the proliferation of B2C electronic commerce, retention has become even more important to Internet merchants who sell online, where customers are provided with a wide variety of choices and competition is globally severe. As opposed to pageviews and click through ratios, repurchase provides a more revealing metric of the effectiveness of websites. It is therefore important to explain and identify the determinants of online customer retention. Previous IS research on online shopping mainly focused on adoption and usage issues. Very few studies, however, examined whether customers made repurchases after they were attracted to and satisfied with the buying experience and product. In this study, we develop, operationalize and empirically test a model that explains online consumer retention as measured by repurchase. Our findings demonstrated that the direct effect of satisfaction on repurchase is positively moderated by online shopping habit. This research also highlights and identifies specific factors affecting customer retention that should help practitioners in formulating the appropriate marketing strategies.

Factors Affecting Customer Retention Toward Internet Banking in Malaysia

2009 ◽  
Vol 08 (01) ◽  
pp. 35-43 ◽  
Author(s):  
Hishamuddin Bin Ismail ◽  
Mohammad Fateh Ali Khan Panni
Keyword(s):  
New Technology ◽  
Customer Retention ◽  
Internet Banking ◽  
Demographic Variables ◽  
The Internet ◽  
Banking Services ◽  
Factors Affecting ◽  
Business Operation ◽  
Information And Communication ◽  
Internet Banking Services

Information and communication technology (ICT) is not a strange medium anymore in business operation nowadays. Most businesses regardless of their industries try to equip themselves with the development of ICT. Polatoglu and Ekin (2001) viewed Internet banking as very attractive to banks and to consumers who have higher acceptance of new technology. The purpose of the study is to find out the extent of the effect of the customer demographics on the online customer retention of the internet banking services; the extent of the influence of the characteristics of innovation on customer retention of internet banking services. The study revealed that the demographic variables do not have any significant impact on the customer retention of the internet banking services. However, the study found that all the innovative characteristics like relative advantages, compatibility, trialability, observability and complexity are found to have significant association with the customer retention of internet banking services.

scholarly journals Small business as a factor in sustainable rural development

2020 ◽  
Vol 17 ◽  
pp. 00004
Author(s):  
S.V. Frolova ◽  
I.V. Litvinova ◽  
M.N. Salomatina ◽  
N.S. Bryazgunova
Keyword(s):  
Small Business ◽  
Rural Areas ◽  
Government Programs ◽  
Sustainable Rural Development ◽  
Strategic Development ◽  
Factors Affecting ◽  
Complex Concept ◽  
A Priority ◽  
Medium Businesses ◽  
Regional Authorities

Sustainable development of rural areas is a multifaceted and complex concept. One of the factors affecting the prosperity of the regions is the presence of small and medium-sized businesses. Improving government programs to support small and medium-sized businesses is a priority of state policy. The theoretical methodological and practical foundations of the strategic development of small and medium businesses were investigated. We have identified the main factors affecting the development of small business in Russia, such as low population density, low pre-emptive activity of the population, low support from the regional authorities. Creating an entrepreneurial environment is a priority to stimulate the development of small and medium-sized businesses.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI CUSTOMER RETENTION: KASUS DARI LINKAJA [FACTORS AFFECTING CUSTOMER RETENTION: CASE OF LINKAJA]

2021 ◽  
Vol 1 (1) ◽  
pp. 60
Author(s):  
Hezekiah Andersen Yang ◽  
Dewi S. S. Wuisan
Keyword(s):  
Structural Equation ◽  
Customer Retention ◽  
Equation Modeling ◽  
Website Design ◽  
Factors Affecting ◽  
Independent Variables ◽  
Equation Modelling ◽  
Collection Data ◽  
The Impact ◽  
Bahasa Indonesia

<p>This study uses trust, reliability, responsiveness, website design, convenience, and personalisation as independent variables to determine the impact on customer retention on LinkAja users and help discover the problem that shifted LinkAja's position from the second largest in Indonesia, to the fourth. LinkAja is one of the online payment applications in Indonesia similar to that of Gopay, DANA, OVO, etc. This study also seeks to provide recommendations on how LinkAja can improve its position and be more competitive. This study uses questionnaire for data collection. Data analysis used is structural equation modeling (SEM) with SmartPLS and using reliability, validity, and multicollinearity analysis. The actual data collected used comprise of 140 women and 140 men. The results showed, in the case of female users, trust, reliability, and responsiveness were had no effect on customer retention. While for men, trust and website design have no effect on customer retention.</p><p><strong>BAHASA INDONESIA ABSTRACT:</strong></p><p>Penelitian ini menggunakan <em>Trust, Reliability, Responsiveness, Website Design, Convenience, </em>dan <em>Personalisation </em>sebagai variabel independen untuk mengetahui dampak terhadap <em>Customer Retention </em>pada pengguna LinkAja dan membantu masalah tergesernya posisi LinkAja yang tadinya pada urutan kedua terbesar di Indonesia, menjadi urutan ke 4 di mana LinkAja merupakan salah satu aplikasi pembayaran online di Indonesia seperti Gopay, DANA, OVO, dan lainnya. Memberikan rekomendasi mengenai bagaimana cara LinkAja dapat menaikkan posisinya dan dapat lebih kompetitif dengan perusahaan-perusahaan pesaing. Pada penelitian ini menggunakan kuesioner untuk data. Analisis data digunakan dengan menggunakan <em>structural equation modelling (SEM) </em>melalui SmartPLS dan menggunakan <em>reliability, validity,</em> dan <em>multicollinearity</em> analisis. Data aktual dibagikan kuesioner sebanyak 140 kepada wanita dan 140 kepada laki-laki. Hasil penelitian menunjukan, pada responden wanita, variabel <em>trust, reliability, </em>dan <em>responsiveness </em>adalah variabel yang tidak berpengaruh terhadap <em>customer retention</em>. Sedangkan pada laki-laki, <em>trust </em>dan <em>website design </em>merupakan variabel yang tidak berpengaruh terhadap <em>customer retention</em>.</p>

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