Skip to main content

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.

This is a preview of subscription content, log in via an institution to check access.

Access this chapter

Chapter
USD 29.95
Price excludes VAT (USA)
  • Available as PDF
  • Read on any device
  • Instant download
  • Own it forever
eBook
USD 169.00
Price excludes VAT (USA)
  • Available as EPUB and PDF
  • Read on any device
  • Instant download
  • Own it forever
Softcover Book
USD 219.99
Price excludes VAT (USA)
  • Compact, lightweight edition
  • Dispatched in 3 to 5 business days
  • Free shipping worldwide - see info

Tax calculation will be finalised at checkout

Purchases are for personal use only

Institutional subscriptions

Similar content being viewed by others

References

  1. Abu Zayyad, H.M., Obeidat, Z.M., Alshurideh, M.T., Abuhashesh, M., Maqableh, M., Masa’deh, R.E.: Corporate social responsibility and patronage intentions: the mediating effect of brand credibility. J. Mark. Commun. 1–24 (2020)

    Google Scholar 

  2. Alshurideh, D.M.: Do electronic loyalty programs still drive customer choice and repeat purchase behaviour? Int. J. Electron. Cust. Relatsh. Manag. 12(1), 40–57 (2019)

    Google Scholar 

  3. Zeithaml, V.A., Berry, L.L., Parasuraman, A.: The behavioral consequences of service quality. J. Mark. 60(2), 31–46 (1996)

    Article  Google Scholar 

  4. Alshurideh, M.T., et al.: The impact of Islamic Bank’s service quality perception on jordanian customer’s loyalty. J. Manag. Res. 9, 139–159 (2017)

    Google Scholar 

  5. Alshurideh, M.T.: A theoretical perspective of contract and contractual customer-supplier relationship in the mobile phone service sector. Int. J. Bus. Manag. 12(7), 201–210 (2017)

    Article  Google Scholar 

  6. Ntabo, K.O., Aunda, A.O.: Influence of customer relational management practices on customer retention. Barat. Interdiscip. Res. Journal 6, 35–36 (2016)

    Google Scholar 

  7. Edward, M.: Role of switching costs in the service quality, perceived value, customer satisfaction and customer retention linkage, 23(3), 327–345 (2011)

    Google Scholar 

  8. Alshurideh, M.T.: Exploring the main factors affecting consumer choice of mobile phone service provider contracts. Int. J. Commun. Netw. Syst. Sci. 9(12), 563–581 (2016)

    Google Scholar 

  9. Danesh, S.N., Nasab, S.A., Ling, K.C.: The study of customer satisfaction, customer trust and switching barriers on customer retention in Malaysia hypermarkets. Int. J. Bus. Manag. 7(7), 141–150 (2012)

    Google Scholar 

  10. Alshurideh, M.: Scope of customer retention problem in the mobile phone sector: a theoretical perspective. J. Mark. Consum. Res. 20, 64–69 (2016)

    Google Scholar 

  11. Alshurideh, M.: Is customer retention beneficial for customers: a conceptual background. J. Res. Mark. 5(3), 382–389 (2016)

    Article  Google Scholar 

  12. Ammari, G., Al kurdi, B., Alshurideh, M., Alrowwad, A.: Investigating the impact of communication satisfaction on organizational commitment: a practical approach to increase employees’ loyalty. Int. J. Mark. Stud. 9(2), 113–133 (2017)

    Google Scholar 

  13. Al-Dmour, H., Alshuraideh, M., Salehih, S.: A study of Jordanians’ television viewers habits. Life Sci. J. 11(6), 161–171 (2014)

    Google Scholar 

  14. Alshurideh, M.: The factors predicting students’ satisfaction with universities’ healthcare clinics’ services: a case-study from the Jordanian higher education sector. Dirasat. Adm. Sci. 161(1524), 1–36 (2014)

    Google Scholar 

  15. Preikschas, M.W., Cabanelas, P., Rüdiger, K., Lampón, J.F.: Value co-creation, dynamic capabilities and customer retention in industrial markets. J. Bus. Ind. Mark. 32(3), 409–420 (2017)

    Google Scholar 

  16. Al Dmour, H., Alshurideh, M., Shishan, F.: The influence of mobile application quality and attributes on the continuance intention of mobile shopping. Life Sci. J. 11(10), 172–181 (2014)

    Google Scholar 

  17. Obeidat, B., Sweis, R., Zyod, D., Alshurideh, M.: The effect of perceived service quality on customer loyalty in internet service providers in Jordan. J. Manag. Res. 4(4), 224–242 (2012)

    Google Scholar 

  18. Al-dweeri, R., Obeidat, Z., Al-dwiry, M., Alshurideh, M., Alhorani, A.: The impact of e-service quality and e-loyalty on online shopping: moderating effect of e-satisfaction and e-trust. Int. J. Mark. Stud. 9(2), 92–103 (2017)

    Article  Google Scholar 

  19. Levesque, T., McDougall, G.H.G.: Determinants of customer satisfaction in retail banking. Int. J. bank Mark. 14(7), 12–20 (1996)

    Google Scholar 

  20. Hansemark, O.C., Albinsson, M.: Customer satisfaction and retention: the experiences of individual employees. Manag. Serv. Qual. Int. J. 14(1), 40–57 (2004)

    Google Scholar 

  21. Morgan, R.M., Hunt, S.D.: The commitment-trust theory of relationship marketing. J. Mark. 58(3), 20–38 (1994)

    Article  Google Scholar 

  22. Kitchenham, S., Charters, B.: Guidelines for performing systematic literature reviews in software engineering. Softw. Eng. Group Sch. Comput. Sci. Math. Keele Univ. 1–57 (2007)

    Google Scholar 

  23. Salloum, S.A., Alshurideh, M., Elnagar, A., Shaalan, K.: Mining in educational data: review and future directions. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 92–102 (2020)

    Google Scholar 

  24. Nedal Fawzi Assad, M.T.A.: Investment in context of financial reporting quality: a systematic review. WAFFEN-UND Kostumkd. J. 11(3), 255–286 (2020)

    Google Scholar 

  25. Alhashmi, S.F.S., Alshurideh, M., Al Kurdi, B., Salloum, S.A.: A systematic review of the factors affecting the artificial intelligence implementation in the health care sector. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 37–49 (2020)

    Google Scholar 

  26. Salloum, S.A., Alshurideh, M., Elnagar, A., Shaalan, K.: Machine learning and deep learning techniques for cybersecurity: a review. In: Joint European-US Workshop on Applications of Invariance in Computer Vision, pp. 50–57 (2020)

    Google Scholar 

  27. Al-Duhaish, A., Alshurideh, M., Al-Zu’bi, Z.: The impact of the basic reference group usage on the purchasing decision of clothes (A field study of Saudi youth in Riyadh city). Dirasat. Adm. 41(2), 205–221 (2014)

    Google Scholar 

  28. Alshurideh, M., Al Kurdi, B., Abumari, A., Salloum, S.: Pharmaceutical promotion tools effect on physician’s adoption of medicine prescribing: evidence from Jordan. Mod. Appl. Sci. 12(11), 210–222 (2018)

    Google Scholar 

  29. Alshurideh, M.: A qualitative analysis of customer repeat purchase behaviour in the UK mobile phone market. J. Manag. Res. 6(1), 109 (2014)

    Article  Google Scholar 

  30. ELSamen, A., Alshurideh, M.: The impact of internal marketing on internal service quality: a case study in a Jordanian pharmaceutical company. Int. J. Bus. Manag. 7(19), 84–95 (2012)

    Article  Google Scholar 

  31. Alkalha, Z., Al-Zu’bi, Z., Al-Dmour, H., Alshurideh, M., Masa’deh, R.: Investigating the effects of human resource policies on organizational performance: an empirical study on commercial banks operating in Jordan. Eur. J. Econ. Financ. Adm. Sci. 51(1), 44–64 (2012)

    Google Scholar 

  32. Shannak, R., Masa’deh, R., Al-Zu’bi, Z., Obeidat, B., Alshurideh, M., Altamony, H.: A theoretical perspective on the relationship between knowledge management systems, customer knowledge management, and firm competitive advantage. Eur. J. Soc. Sci. 32(4), 520–532 (2012)

    Google Scholar 

  33. Altamony, H., Alshurideh, M., Obeidat, B.: Information systems for competitive advantage: implementation of an organisational strategic management process. In: Proceedings of the 18th IBIMA Conference on Innovation and Sustainable Economic Competitive Advantage: From Regional Development to World Economic, Istanbul, Turkey, 9th–10th May (2012)

    Google Scholar 

  34. Alshurideh, R., Masa’deh, R., Al kurdi, B.: The effect of customer satisfaction upon customer retention in the Jordanian mobile market: an empirical investigation. Eur. J. Econ. Finan. Adm. Sci. 47(12), 69–78 (2012)

    Google Scholar 

  35. Alshurideh, M., Shaltoni, A., Hijawi, D.: Marketing communications role in shaping consumer awareness of cause-related marketing campaigns. Int. J. Mark. Stud. 6(2), 163 (2014)

    Google Scholar 

  36. Alshurideh, M.N., Xiao, S.: The effect of previous experience on mobile subscribers’ repeat purchase behaviour. Eur. J. Soc. Sci. 30(3), 366–376 (2012)

    Google Scholar 

  37. Ashurideh, M.: Customer service retention–A behavioural perspective of the UK mobile market. Durham University (2010)

    Google Scholar 

  38. Al-Dmour, H., Al-Shraideh, M.T.: The influence of the promotional mix elements on Jordanian consumer’s decisions in cell phone service usage: an analytical study. Jordan J. Bus. Adm. 4(4), 375–392 (2008)

    Google Scholar 

  39. Al-Tit, A.A.: The effect of service and food quality on customer satisfaction and hence Customer retention. Asian Soc. Sci. 11(23), 129 (2015)

    Article  Google Scholar 

Download references

Author information

Authors and Affiliations

Authors

Corresponding author

Correspondence to Said A. Salloum .

Editor information

Editors and Affiliations

Rights and permissions

Reprints and permissions

Copyright information

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

About this paper

Check for updates. Verify currency and authenticity via CrossMark

Cite this paper

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

Download citation

Publish with us

Policies and ethics