The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim

As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior perf...

Full description

Bibliographic Details
Main Author:	Naim, Noor Aznina
Format:	Student Project
Language:	English
Published:	Faculty of Business and Management 2006
Subjects:	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
Online Access:	http://ir.uitm.edu.my/id/eprint/21060/ http://ir.uitm.edu.my/id/eprint/21060/1/PPb_NOOR%20AZNINA%20NAIM%20M%20BM%2006_5.pdf

id	uitm-21060
recordtype	eprints
spelling	uitm-210602018-09-19T06:07:36Z http://ir.uitm.edu.my/id/eprint/21060/ The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim Naim, Noor Aznina Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior performance. This research utilized a convenience methodology to improve customer retention, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Four factors that contribute to retain customer that had been identify by researcher consists of long-term relationship, relationship commitment, trust and service quality. The findings highlight that all the four factors do contribute to retain customer and the firm should take action and focus more on these four contribution factors in order to retain and keep their customers loyal. The researcher also identified the causes that lead to the decrease of the firm customer retention rate and had come out with few recommendations. The recommendations that can be taken into consideration such as formation of customer-contact-employee relationship, effectiveness communication to build trust and establishing customer loyalty programme. By implementing these three recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use. Faculty of Business and Management 2006 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/21060/1/PPb_NOOR%20AZNINA%20NAIM%20M%20BM%2006_5.pdf Naim, Noor Aznina (2006) The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim. [Student Project] (Unpublished)
repository_type	Digital Repository
institution_category	Local University
institution	Universiti Teknologi MARA
building	UiTM Institutional Repository
collection	Online Access
language	English
topic	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling
spellingShingle	Marketing research. Marketing research companies. Sales forecasting Consumer behavior. Consumers' preferences. Consumer research. Including consumer profiling Naim, Noor Aznina The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
description	As market growth slows or as markets become more competitive and level of switching costs increase, firms are more likely to attempt to maintain their market share by focusing on retaining current customers. Customer retention has been advocated as an easier and more reliable source of superior performance. This research utilized a convenience methodology to improve customer retention, and the researcher has helped the firm identifying the factors that contribute to retain customer and initiate a variety of strategies to accomplish this objective. Four factors that contribute to retain customer that had been identify by researcher consists of long-term relationship, relationship commitment, trust and service quality. The findings highlight that all the four factors do contribute to retain customer and the firm should take action and focus more on these four contribution factors in order to retain and keep their customers loyal. The researcher also identified the causes that lead to the decrease of the firm customer retention rate and had come out with few recommendations. The recommendations that can be taken into consideration such as formation of customer-contact-employee relationship, effectiveness communication to build trust and establishing customer loyalty programme. By implementing these three recommendations, the researcher optimism that it will help the firm to better upgrade its performance and any area that is not running well in their management for future use.
format	Student Project
author	Naim, Noor Aznina
author_facet	Naim, Noor Aznina
author_sort	Naim, Noor Aznina
title	The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
title_short	The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
title_full	The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
title_fullStr	The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
title_full_unstemmed	The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim
title_sort	factors that contribute to customer retention for chevrolet in drb-hicom berhad / noor aznina naim
publisher	Faculty of Business and Management
publishDate	2006
url	http://ir.uitm.edu.my/id/eprint/21060/ http://ir.uitm.edu.my/id/eprint/21060/1/PPb_NOOR%20AZNINA%20NAIM%20M%20BM%2006_5.pdf
first_indexed	2023-09-18T23:05:45Z
last_indexed	2023-09-18T23:05:45Z
_version_	1777418470891192320

The factors that contribute to customer retention for Chevrolet in DRB-Hicom Berhad / Noor Aznina Naim

Similar Items