000			01939nam a2200169 4500
003			OSt
005			20241219142110.0
008			241219b |||||||| |||| 00| 0 eng d
100			_aJogi Mathew
245			_aDrivers of Customer Retention: An Introspection Into Indian Retail Customers
300			_aP.567-579
520			_aThere is a wide variety of choices for the modern retail customer including multiple retail formats. The success of the retail establishments has a great reliance of customer retention, which is an essential attribute to achieve profitability. This study takes in to consideration to extract the factors responsible for customer retention which in turn assists in increasing the customer base. The prime objective of the study is to ascertain the influence of customer satisfaction, switching costs and customer loyalty on customer retention. Whereas, the second one is to explore the effect of demographic factors on customer retention. The sample size of this study was 600 respondents who were chosen for the full-fledged study. The statistical techniques used for final analysis were structural equation modelling and regression. The findings subsequent to the statistical analysis and interpretation concluded that customer loyalty, customer satisfaction and switching cost have the strongest effect on customer retention in retails. Customer satisfaction alone is not every time an indicator of customer loyalty. A loyal customer will spread positive word of mouth to other prospective customers about the retail. Occupation of respondent has a major influence on customer retention dimensions.
654			_aRetailing _aCustomer Satisfaction _aSwitching Cost _aCustomer Loyalty _aCustomer Retention _aIndia
773	0		_080316 _9110833 _dNew Delhi Sage Publications _oJP433 _tVision: The Journal of Business Perspectives _x0972-2629
942			_cJA
942			_2ddc
999			_c130692 _d130692