Abstract
Many review studies were handled to provide valuable insights into customer retention issues and factors that could influence it positively and effectively. This study systematically reviews and analyzes customer retention and its related factors of 30 research studies from 2005 to 2019. The main findings contain that the most common factors that affect customer retention are service quality, satisfaction, trust, and commitment. Moreover, most of the customer retention studies were focused on the banking sector, followed by the studies that concerned about retail industry issues. Additionally, most of the conducted studies were undertaken in Indonesia, followed by Nigeria and India. The findings of this review study provide an overview of the current studies and analyses of customer retention and factors that affect it.
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Alkitbi, S.S., Alshurideh, M., Al Kurdi, B., Salloum, S.A. (2021). Factors Affect Customer Retention: A Systematic Review. In: Hassanien, A.E., Slowik, A., Snášel, V., El-Deeb, H., Tolba, F.M. (eds) Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020. AISI 2020. Advances in Intelligent Systems and Computing, vol 1261. Springer, Cham. https://doi.org/10.1007/978-3-030-58669-0_59
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