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Factors Affect Customer Retention: A Systematic Review

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Proceedings of the International Conference on Advanced Intelligent Systems and Informatics 2020 (AISI 2020)

Part of the book series: Advances in Intelligent Systems and Computing ((AISC,volume 1261))

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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Author information

Authors and Affiliations

  1. University of Sharjah, Sharjah, UAE

    Salama S. Alkitbi & Muhammad Alshurideh

  2. Faculty of Business, University of Jordan, Amman, Jordan

    Muhammad Alshurideh

  3. Amman Arab University, Amman, Jordan

    Barween Al Kurdi

  4. Research Institute of Sciences and Engineering, University of Sharjah, Sharjah, UAE

    Said A. Salloum

Authors
  1. Salama S. Alkitbi
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  2. Muhammad Alshurideh
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  3. Barween Al Kurdi
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  4. Said A. Salloum
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Corresponding author

Correspondence to Said A. Salloum .

Editor information

Editors and Affiliations

  1. Faculty of Computers and Artificial Intelligence, Information Technology Department, and Chair of the Scientific Research Group in Egypt, Cairo University, Cairo, Egypt

    Aboul Ella Hassanien

  2. Department of Electronics and Computer Science, Koszalin University of Technology, Koszalin, Poland

    Adam Slowik

  3. Faculty of Electrical Engineering and Computer Science, VÅ B-Technical University of Ostrava, Ostrava-Poruba, Moravskoslezsky, Czech Republic

    Václav Snášel

  4. Rector of the Electronic Research Institute, Cairo, Egypt

    Hisham El-Deeb

  5. Faculty of computers and information, Ain Shams University, Cairo, Egypt

    Fahmy M. Tolba

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© 2021 The Editor(s) (if applicable) and The Author(s), under exclusive license to Springer Nature Switzerland AG

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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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