Increase Customer Retention Research Articles

IMPLEMENTASI SYSTEM LOYALTI MANAJEMEN (RENATA) MENGGUNAKAN FRAME WORK LARAVEL 9 STUDI KASUS AGUNG TOYOTA KUTA

Loyalty programs are designed to encourage and maintain customer loyalty to a brand, company, or product. In these programs, customers are often given incentives, rewards, or special benefits in exchange for repeat purchases or other desired behaviors. The primary goal of loyalty programs is to increase customer retention, strengthen the relationship between the brand and customers, and enhance the customers' lifetime value. To identify loyal customers at Agung Toyota Kuta, a tool is needed to expedite the determination of customer status. In this research, data collection methods through interviews and observations are complemented by conducting literature studies on books, theses, journals, data collection, and references that support this research. The system development method uses the waterfall method, and the program design uses the Laravel framework. The implemented system is expected to help determine loyal customers so that it can provide various types of benefits, such as discounts, access to exclusive offers, or other special treatments to loyal customers. The company can enhance its promotional strategies and communication systems so that customers become more aware of the workshop's loyalty program. By providing accurate information systems regarding customer loyalty programs that are accessible to those concerned.

Post–crises capability development – the silver lining: learning from e-tailers’ adaptation to greater protection needs

Purpose This study draws lessons from e-tailer adaptations to the enhanced protection needs of employees and customers and capability development, during events such as social distancing causing crises (SDCC) and provides a conceptual framework. Design/methodology/approach A grounded theory-based approach has been used wherein 130 news articles and 48 journal papers were analyzed to understand the real-world measures and impact. Findings E-tailers adapt to provide their workforce an environment that caters to their increased need for physical and mental well-being and take measures for customers health protection. They also take initiatives toward mitigation of the high incidence of cyber fraud faced by the vulnerable customers. In the process, they develop several capabilities during and post-crises. Research limitations/implications The study focuses only on the impact of COVID-19 on e-tailing. This is a limitation and other industries and crises may be studied in the future. Practical implications The study holds significant potential for future research as the three research propositions offered can enable hypothesis generation for larger quantitative studies. The adaptation to the enhanced protection needs of employees and customers result in the development of several capabilities such as a more equitable work environment, a more loyal, productive and adaptable workforce, increased customer retention and acquisition and a better image. Hence this study has several organizational development practical implications as it provides managers lessons to survive and thrive from future crises. Originality/value Few studies have investigated e-tailers adaptations for enhanced protection needs of employees and customers and its impact during and after SDCC. This empirical study extends a body of literature which is scarce.

THE INFLUENCE OF QUALITY SERVICE FOR CUSTOMER SATISFACTION : CASE STUDY IN ZADJ PROSALON BALIKPAPAN

The objective of this research to determine the effect of Service Quality on customer satisfaction at Zadj Prosalon Balikpapan which is motivated by the phenomenon of more and more people who care about their appearance, namely beauty care and the emergence of various Beauty Salon Businesses in the Balikpapan community, therefore companies need to retain customers not only with good product quality but also through service quality that needs to be continuously monitored and improved in order to achieve optimal customer satisfaction because customer quality and satisfaction hold crucial stakes for success and survival in today's market competition. Customer quality and satisfaction are closely related to market share and customer retention. Increased customer retention implies greater positive word-of-mouth information distribution, reducing price sensitivity which ultimately results in better business performance. This study was conducted on customers who came and had treatments more than 2 times. The sampling technique was nonprobability sampling. The analysis method used in this study is multiple linear regression analysis and questionnaires as a means of collecting respondent data are then processed with the help of the SPSS Statistics program with a sample size of 295. Data analysis techniques used in this study are validity test, reliability test, multicollinearity test, heteroscedasticity, autocorrelation, F-test, t-test. Based on the results obtained from this study, service quality has a positive and significant effect on Customer Satisfaction at Zadj Prosalon Balikpapan. Quality has an effect of 75.2% on customer satisfaction, while the remaining 24.8% is influenced by service variables, other variables not examined in this study

Penerapan Algoritma Clustering untuk Segmentasi Pelanggan E-commerce berdasarkan Data Pembelian dan Aktivitas

In the current digital era, e-commerce has become one of the main pillars of global trade. With the ever-increasing amount of transaction and user activity data, e-commerce companies are faced with the challenge of understanding and managing diverse customer segments more effectively. This paper discusses the application of clustering algorithms for e-commerce customer segmentation based on purchasing data and user activity. The aim of this research is to identify homogeneous customer groups to support more targeted marketing strategies and increase customer retention. The problem faced is how to process big data originating from user transactions and activities on e-commerce platforms, as well as how to identify patterns that are useful for customer segmentation. The data used in this research includes purchase history, frequency of visits, length of time spent on the site, and interactions with certain products. The solution method applied in this research is the clustering algorithm, especially K-Means and DBSCAN. K-Means is used to group data into a predetermined number of clusters based on the Euclidean distance between data points. Meanwhile, DBSCAN is used to identify clusters with high density and separate data that is considered noise or outliers. Data preprocessing is carried out to clean and normalize the data before being applied to the clustering algorithm. Validation of clustering results is carried out using metrics such as Silhouette Score and Davies-Bouldin Index. The research results show that by applying the clustering algorithm, customers can be grouped into several segments that have similar characteristics. For example, we found groups of customers with high purchase frequency but low transaction value, as well as other groups with high transaction value but low purchase frequency. This information is very useful for companies to design more effective marketing strategies, such as special offers for customers with high transaction values ​​or loyalty programs for customers with high purchasing frequency. The conclusion of this research is that clustering algorithms can be a very effective tool in e-commerce customer segmentation, allowing companies to understand customer behavior patterns and develop more targeted and effective marketing strategies. Thus, implementing this method is expected to improve business performance and overall customer satisfaction.

An Impact of CRM at Max Fashion Retail Limited

Effective customer relationship management (CRM) is essential for maintaining competitive advantage in the retail fashion industry. At Max Fashion, CRM strategies have been designed to enhance customer loyalty, streamline communication, and improve overall customer satisfaction. This study examines the various CRM practices employed by Max Fashion, including the use of customer data analytics, personalized marketing campaigns, and loyalty programs. By integrating technology such as CRM software and social media platforms, the company aims to better understand customer preferences and purchasing behaviour. The research highlights how these strategies contribute to increased customer retention and long-term business success. Through a combination of qualitative interviews with Max Fashion's management team and quantitative data analysis from customer feedback, the study identifies the key factors driving CRM effectiveness. This research provides valuable insights for fashion retailers seeking to implement or refine their own CRM strategies in an increasingly digital marketplace

Determinants of Behavioral Intention Toward Telemedicine Services in Indonesia Post-Pandemic COVID-19

The COVID-19 pandemic has significantly disrupted daily life & accelerated the adoption of digital technologies across various sectors, including healthcare. In Indonesia, this shift has prompted the rapid development and implementation of Telemedicine services by both start-ups and established healthcare institutions. This study aims to identify the factors that influence customer intention to use Telemedicine services in the post-pandemic period, using the Unified Theory of Acceptance and Use of Technology (UTAUT2) model. The research focuses on five key variables: Price Value, Effort Expectancy, Geographical Location, Performance Expectancy, and Social Influence. Data collected from 507 respondents across Indonesia through an online questionnaire reveals that user satisfaction is critical for further use of Telemedicine services. The findings indicate that improvements in the affordability, user-friendliness, accessibility, effectiveness, and social endorsement of Telemedicine services significantly enhance user satisfaction. The study provides practical recommendations for Telemedicine providers to improve these factors, thereby increasing customer retention and adoption rates. This research contributes to the understanding and offers insights for optimizing Telemedicine services in Indonesia in the evolving post-pandemic behaviors

Unveiling the drivers of satisfaction in mobile trading: Contextual mining of retail investor experience through BERTopic and generative AI

The proliferation of mobile stock trading has introduced various apps with distinct features, emphasizing the need to understand users’ evaluations after adopting the service. This study explores the determinants of retail investors’ satisfaction with mobile stock trading services by employing an advanced textual analysis of customer reviews for four leading trading applications. We utilized Bidirectional Encoder Representations from Transformers (BERT) based Topic modeling (BERTopic modeling) to identify key topics within customer reviews and used the results as input for generative AI to discern the theme and sentiment of each topic. Based on Service Quality (SERVQUAL) theory, topics are categorized into key quality dimensions: functionality, usability, information quality, customer service, and system quality. Regression models were employed to assess the impact of the quality dimensions on investor satisfaction, revealing positive feedback on usability, information quality, and service quality as primary enhancers of satisfaction. In contrast, negative feedback on service quality, system quality, and functionality was identified as the primary inhibitor of satisfaction. This study explores how the influence of each quality dimension varies among different types of brokers (full-service vs. online-only brokerages). Finally, we propose a visualization tool called Topic Rating Impact and Frequency Analysis (TRIFA), which is designed to categorize topics based on their frequency of occurrence and impact on satisfaction. This tool aids in identifying the strengths and areas for improvement in services by effectively visualizing the results of text review analysis. This research not only deepens our understanding of the quality dimensions of mobile financial services but also offers valuable insights for service providers by suggesting predictive models that could help increase customer retention.

Traditional marketing mix helps clothing store brands analyse service value and increase customer retention

This study sought to determine how the conventional marketing mix might assist low-cost clothes in assessing the value of their services and increasing client retention. Due to this shortage, contemporary authors have suggested introducing an additional crucial aspect, namely after-sales support, while studying the service marketing mix (SMM) for “cheap clothes”. This study examined and included one new dimension of the service marketing mix instead of the conventional 7 P's of SMM. In this study, the effects of SMM cloths on service quality and client retention in Hubei Province were also examined. These effects included advertising, place, people, product, pricing, process, physical evidence, and after- sales service. Clothing Store brand providers from “Hubei Province” compete with one another in a crowded market since there are so many new entrants selling and providing comparable goods and services. Retention consequently becomes an issue. Surveys with different persons in various positions, such as professors, PhD students, MSc students, and BSc students of various nationalities, were done, and data was obtained using the convenience sample technique. In “Hubei Province”, the sampling technique was utilized to gather information from clothes whose guests had ever stayed in low-cost Hubei Province clothes. The Partial Least Square Method was utilized to evaluate the data from the 385 valid questionnaires that were obtained for this investigation. The results showed that both directly and indirectly, through service value, the service marketing mix had a considerable beneficial impact on customer retention. This study will be valuable to the low-cost Cloth sector since it will clarify the role that marketing mix strategies have in sustaining long-term client connections.

Optimizing Social Media Promotion Strategy to Increase Customer Retention Rate (CRR) with GKG Customer Engagement

In the digital age, businesses are increasingly relying on social media platforms to engage with their customers and foster brand loyalty. This paper presents a comprehensive study aimed at optimizing social media promotion strategies to enhance Customer Retention Rate (CRR) while utilizing the GKG (Get Keep Growth) Customer Engagement framework. By examining the interplay between social media promotion tactics and customer engagement metrics, we investigate how businesses can leverage data-driven insights to improve customer retention. Our research showcases the importance of tailoring social media campaigns to individual customer preferences and behaviour, ultimately leading to increased customer satisfaction and loyalty. The results of the analysis of the development of the Customer Retention Rate graph were produced on FMIPA social media with an average CRR in the base case of 71%. Through a combination of data analysis and case studies, we provide actionable recommendations for businesses seeking to maximize the effectiveness of their social media promotion efforts and elevate their CRR.

Formation of consumer loyalty in the field of digital ecosystem products

The article is devoted to studying the importance of increasing customer loyalty for successful business development in the digital era. The author identifies brand equity, customer trust and satisfaction as key factors influencing the level of customer loyalty. The article identifies the complexities of the modern market and the need to use digital tools to form and maintain consumer loyalty.The study aims to identify methods for building customer loyalty, including analyzing the importance of various factors, market segmentation and the use of digital technologies. The results of the study will be useful for companies aimed at strengthening their base of loyal customers.It is worth not only satisfying the needs of customers, but also building emotional connections with them, taking into account their individual preferences. The author draws attention to the importance of service quality, brand reputation, pricing and personalization in creating and maintaining customer loyalty.The study also highlights the importance of moving from product loyalty to brand loyalty to increase customer retention and ensure sustainable business growth. Particular attention is paid to the emotional connection with clients and the importance of quality of service in establishing long–term relationships.

Pengaruh Program Membership dan Partnership terhadap Loyalitas Pelanggan: Studi pada Perusahaan Midtown Hotels Indonesia Cabang Surabaya

This research aims to analyze the influence of membership and partnership programs on customer loyalty at Midtown Hotels Indonesia, Surabaya branch. Using random sampling techniques based on Slovin's formula, the study sampled 222 respondents from a population of 500 customers. Primary data was collected through the distribution of questionnaires to respondents to test the relationship between these programs and customer loyalty. The analysis results show that membership and partnership programs have a positive and significant influence on customer loyalty, indicating that the existence of these programs can increase customer retention and satisfaction levels at Midtown Hotels Indonesia, Surabaya branch.

Predictive Customer Analytics: Machine Learning for Churn Prediction and Retention

Customer churn presents a big challenge in the industry. Businesses have to deal with the problem of customers stopping using their products and services due to dissatisfaction, competitive offers, more affordable alternatives, or changing needs. Churn can be damaging to businesses since it causes revenue loss and higher costs. To address this issue, our research aimed to develop a prediction model that helps predict customer churn. We started with getting the data set about telecommunication. Our analysis and model development were based on this dataset. Then we did data visualization to gain a better understanding of the data through multiple charts. After that, we performed data preparation. First, we did data transformation, data cleansing to address missing values and outliers; feature selection was done, and finally, in this step, the data set was split into testing and training sets. Multiple machine learning algorithms were used for modeling, such as decision trees, random forests, logistic regression, support vector machines, Naïve Bayes, and neural networks. Following model development, we evaluated the model performance with each algorithm using tune model hyperparameters. The decision tree algorithm performed the best with %96.7 accuracy, %96.9 precision, %99.3 recall, and %98.1 F1-score. These findings showed how effective decision tree algorithms are in predicting customer churn. This predictive model will enable telecommunication businesses to predict potential churn, make retention strategies, reduce customer churn and increase customer retention rates.

KARWAAN CAR RENTAL SYSTEM

Abstract: Our Aim is to style and build a information for you-drive Application. this permits admin rents a car and additionally the person can rent his/her car in our application that may be employed by a client. By paying the money throughout a such as amount of time. this method will increase customer retention and modify vehicle and workers Management in an economical way. you-drive System Application is predicated on a plan to book car online. Here initially the user should login or check in to urge access. Then the user can list, seek for cars according to their needs, check every automobile’s description, booking costs and book simply with help of varied payment methods. All the accessible cars may be rated by the users too. the appliance also displays reserved car’s list. With the assistance of this application, the net car booking has become easier for the customers. It can be utilized in many mechanical man gadgets akin to smartphones, tablets, television. mechanical man is an open supply in order that developer realize it easy to determine and expand new features. This project is straightforward to work and understood by the user. the shoppers also can use the system to get automobile rent. The client ought to produce a replacement account before work in or he / she will log into the System with his/her created account. Then he/she can read the accessible cars in a very branch and create a reservation for a Car. this method will useful to the admin in addition on the customer also. Keywords:- :- Web-based Application, Online carbooking Processing, and Online Transaction System

Electronic Marketing Strategies and Customer Satisfaction of Commercial Banks in Port Harcourt, Rivers State

The study examined the relationship between Electronic Marketing Strategies and Customer Satisfaction of commercial banks in Port Harcourt, Rivers State. The study adopted the correlation survey research design. The target population of this study comprised of 21 registered commercial banks in Port Harcourt, Rivers State gotten through the Central Bank of Nigeria. Given a population of 21 banks which is less than thirty (30), the study adopted a census approach and undertook a study of the entire 21 banks with a focus on the staff (ICT personnel, Service Managers and Business Development Managers). To generate data for the study, sixty-three (63) copies of the questionnaire were given to the twenty-one (21) registered Banks in the frame of three (3) copies per bank. The questionnaire was structured on a four (4) point Likert scale. The data collected through the questionnaire were analysed using Pearson Product Moment Correlation. From the bivariate analysis carried out, it was discovered that electronic marketing strategies showed a significant relationship with customer satisfaction of commercial banks in Port Harcourt, Rivers State. It was revealed that content marketing showed a very strong and significant relationship with customer retention of commercial banks in Port Harcourt, Rivers State. Also, e-mail marketing showed a moderate and significant relationship with customer retention of commercial banks in Port Harcourt, Rivers State. The study concludes that electronic marketing strategies are significant predictors of customer satisfaction of commercial banks in Port Harcourt, Rivers State. The study recommends that banks should create content on various social media platforms as this would increase customer retention and they should adopt e-mail marketing in reaching out to customers. This would increase customer patronage and retention.

Mengeksplorasi Minat Pembelian Ulang Pada Platform E-Commerce

This theoretical review aims to explore the potential influence of free shipping, customer experience, and perceived risk on repurchase intentions in the context of e-commerce. e-commerce has experienced significant growth globally, emphasizing the need to understand the factors that influence consumer repurchase behavior. Based on existing literature, this paper examines the theoretical basis and research results regarding the influence of free shipping interest, customer experience, and risk perception and their potential impact on consumers' willingness to repurchase on e-commerce platforms. This review highlights the importance of the factors free shipping, customer experience and risk perception in shaping consumer behavior and suggests avenues for future empirical research to validate the proposed relationships. Understanding these dynamics can help e-commerce businesses in formulating effective marketing strategies to increase customer retention and loyalty.

Strategic Management Practices and Customer Retention: The Role of Technology of Tier 1 Banks in Nigeria

The capability of corporate financial organisations to set its vision within the frontiers of achievable objectives is crucial for long term effectiveness. Hence our focus on strategic management practices and customer retention in tier-1 banks in Nigeria; leveraging on the place of technology. The study further aims to deepen the relationship between the dimensions of strategic management and the measures of customer retention, while bringing to bear on the relationships the impact of technology within the financial space. The study utilized cross-sectional survey research based stratified sampling; where data collection from 248 employees of six tier-1 banks in Port Harcourt were conducted. The Spearman Rank Correlation Coefficient was deployed with the aid of the Statistical Package for Social Sciences (SPSS) version 26 for our analyses. The result showed strong and positive correlation coefficient (r = 0.649) between strategy formulation and customer loyalty; also positive and a significant relationship existed between strategy formulation and customer satisfaction; a positive and significant relationship existed between strategy implementation and customer satisfaction; significant relationship between strategy evaluation and customer loyalty, and a significant relationship subsisted between strategy evaluation and customer satisfaction . But, technology significantly moderates the relationship between strategic management and customer retention. It was however recommended that the management of tier-1 banks in Nigeria should adopt recent technologies to improve services and provide more value to its customers. With technology, tier-1 banks can effectively and efficiently implement strategic management in order to increase customer retention. Managers should focus on integrating the appropriate technology that will improve its operation and ensure efficient service delivery. The adoption of strategy formulation by tier-1 banks in Nigeria should emphasize assessing existing strategies and the environment before developing new strategies and strategic plans. The strategy formulation process provides a framework for tier-1 banks to take the actions leading to the anticipated results. Keywords: Tier-1 banks; Strategic Management Practices; Bank; Customer Retention

Application of ABC VEN Method in Procurement Management and Its Impact on Internal Business Processes that Impact General Patient Customer Retention in 2022 (Case study at RS X)

ABSTRACT X Hospital wants to increase the efficiency of pharmaceutical services by replacing the consumption-based drug procurement method with the ABC VEN method to overcome challenges such as out-of-stock, direct purchases from other vendors, and the use of multiple vendors, with a potentially positive impact on customer retention and compliance with relevant regulations and research. This study aims to examine the application of the ABC VEN method to improve inventory procurement planning at X Hospital, compare its effectiveness with the consumption method on internal business processes, and measure its impact on customer retention. This study uses a non-experimental approach with quantitative descriptive and observational retrospective, analyzes drug procurement January-July 2022, and evaluates the ABC VEN method from December 2022 through informant interviews at X Hospital to analyze internal business processes and retention of customers using the Balanced Scorecard approach. The number of samples used was 175 samples. The analysis of validation and reliability tests showed that most of the indicators on the satisfaction aspect were in the high category, while overall patient satisfaction was in the sufficient category. The indicators on the assurance and tangible dimensions are included in the sufficient category, showing attention to the availability of drugs and seating facilities to increase customer retention. The application of the ABC VEN Method at X Hospital from August to December 2022 has a higher realization rate (87%) than the Consumption Method (66%), with a direct procurement efficiency of 57% or IDR 64,816,401. Despite payment constraints, related parties consider implementing the ABC VEN Method more effective and can improve internal business performance and customer retention. Keywords: X Hospital, ABC VEN Method, Pharmacy Services

A Study on the Effectiveness of Telemarketing in the Banking Industry

This study examines the effectiveness of telemarketing in the banking industry, with a focus on identifying the optimal timing and frequency of telemarketing calls for maximizing sales conversion, measuring customer satisfaction with telemarketing calls, determining the impact of telemarketing on customer retention, and identifying factors that influence the success of telemarketing campaigns. To accomplish these objectives, a mixed-methods approach will be used, including surveys, interviews, and data analysis. The study aims to provide insights into how banks can develop more effective telemarketing strategies that generate more revenue, improve customer satisfaction, and increase customer retention. The findings of this study can be used by banks to optimize their telemarketing efforts and enhance their customer relationships.

A Study on the Effectiveness of Telemarketing in the Banking Industry

This study examines the effectiveness of telemarketing in the banking industry, with a focus on identifying the optimal timing and frequency of telemarketing calls for maximizing sales conversion, measuring customer satisfaction with telemarketing calls, determining the impact of telemarketing on customer retention, and identifying factors that influence the success of telemarketing campaigns. To accomplish these objectives, a mixed-methods approach will be used, including surveys, interviews, and data analysis. The study aims to provide insights into how banks can develop more effective telemarketing strategies that generate more revenue, improve customer satisfaction, and increase customer retention. The findings of this study can be used by banks to optimize their telemarketing efforts and enhance their customer relationships.

How can handling customers’ complaints make freight forwarding companies resilient to future challenges?

It is unquestionably impossible to separate the complexity of freight forwarding tasks in managing export-import documents from the issues that lead to customers' complaints. For this reason, this study is conducted to deeply investigate the forms of customer complaints at freight forwarding companies, the complaints handling strategies used, as well as explore the service recovery generated after complaints. It involved four freight forwarding companies in DKI Jakarta province. The staff who handled customer complaints from each company was asked to fill out a complaint sheet whenever the complaints were addressed for two weeks. Interviews with each staff were conducted to confirm data from the sheet and also to further explore the company’s complaint-handling strategy and service recovery. The data were analyzed descriptively by reading the complaints sheets and the interview transcription several times, coding the emergent themes, and categorizing them. The results showed that the customers’ complaints belong to four categories, namely complaints related to time, documents, costs, and means of transportation. The strategy for handling customer complaints varied based on the media used to address complaints. The strategy for handling complaints addressed orally via a phone call was apologizing, finding out the source of the problems, as well as giving explanations and solutions. However, complaints addressed in written form via email and WhatsApp messages were handled by directly addressing the problem and then informing the customer. This research indicated that companies need to make continuous service recovery by improving problematic side areas in order to increase customer retention.