Discriminant analysis of antecedents of customer retention in Malaysian retailing
This article examines the applied dimensions of relationship marketing, namely, customer service, loyalty/rewards programs, personalization, customization, and brand/store community with different customer retention levels in three retail stores in Malaysia. The relationship between customer service...
| Main Authors: | , , , |
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| Format: | Article |
| Published: |
Taylor & Francis
2015
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| Online Access: | http://psasir.upm.edu.my/id/eprint/44364/ |
| _version_ | 1848850434607808512 |
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| author | Julian, Craig C. Ahmed, Zafar U. Che Wel, Che Aniza Bojei, Jamil |
| author_facet | Julian, Craig C. Ahmed, Zafar U. Che Wel, Che Aniza Bojei, Jamil |
| author_sort | Julian, Craig C. |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | This article examines the applied dimensions of relationship marketing, namely, customer service, loyalty/rewards programs, personalization, customization, and brand/store community with different customer retention levels in three retail stores in Malaysia. The relationship between customer service, loyalty/rewards programs, customization, personalization, and brand/store community with customer retention were examined via an empirical investigation of 450 loyalty/reward program members of three retail stores in Malaysia. The survey was personally administered but self-completed. All variables, namely, customer service, loyalty/rewards programs, customization, personalization, and brand/store community, were able to significantly discriminate between high and low customer retention levels. Retail managers in a developing country like Malaysia must be aware of the importance of these applied dimensions of relationship marketing (i.e., what can be done or practiced by the retailer to manage and enhance customer relationships) and how they impact customer retention levels. |
| first_indexed | 2025-11-15T10:06:14Z |
| format | Article |
| id | upm-44364 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| last_indexed | 2025-11-15T10:06:14Z |
| publishDate | 2015 |
| publisher | Taylor & Francis |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-443642023-12-24T17:30:22Z http://psasir.upm.edu.my/id/eprint/44364/ Discriminant analysis of antecedents of customer retention in Malaysian retailing Julian, Craig C. Ahmed, Zafar U. Che Wel, Che Aniza Bojei, Jamil This article examines the applied dimensions of relationship marketing, namely, customer service, loyalty/rewards programs, personalization, customization, and brand/store community with different customer retention levels in three retail stores in Malaysia. The relationship between customer service, loyalty/rewards programs, customization, personalization, and brand/store community with customer retention were examined via an empirical investigation of 450 loyalty/reward program members of three retail stores in Malaysia. The survey was personally administered but self-completed. All variables, namely, customer service, loyalty/rewards programs, customization, personalization, and brand/store community, were able to significantly discriminate between high and low customer retention levels. Retail managers in a developing country like Malaysia must be aware of the importance of these applied dimensions of relationship marketing (i.e., what can be done or practiced by the retailer to manage and enhance customer relationships) and how they impact customer retention levels. Taylor & Francis 2015 Article PeerReviewed Julian, Craig C. and Ahmed, Zafar U. and Che Wel, Che Aniza and Bojei, Jamil (2015) Discriminant analysis of antecedents of customer retention in Malaysian retailing. Journal of Transnational Management, 20 (3). pp. 190-204. ISSN 1547-5778; ESSN: 1547-5786 https://www.tandfonline.com/doi/full/10.1080/15475778.2015.1058694 10.1080/15475778.2015.1058694 |
| spellingShingle | Julian, Craig C. Ahmed, Zafar U. Che Wel, Che Aniza Bojei, Jamil Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title | Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title_full | Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title_fullStr | Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title_full_unstemmed | Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title_short | Discriminant analysis of antecedents of customer retention in Malaysian retailing |
| title_sort | discriminant analysis of antecedents of customer retention in malaysian retailing |
| url | http://psasir.upm.edu.my/id/eprint/44364/ http://psasir.upm.edu.my/id/eprint/44364/ http://psasir.upm.edu.my/id/eprint/44364/ |