Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh penggunaan platform digital banking terhadap kepuasan pelanggan, niat retensi kesetiaan pelanggan. Platform Digital Banking yang digunakan sebagai obyek penelitian yaitu Bank BUMN di Indonesia; (a) Livin By Mandiri, (b) BNI Mobile, (c) BRIMO, (d) BTN Mobile. Alat uji menggunakan Spss versi 25 serta AMOS 21. Uji Goodness of Fit Mod...

English is one of the most spoken languages in world, and understanding language opens a gateway to connecting with other cultures unlocking vast source information from around world. In Indonesia, oldest prominent course institutions known as LIA recently struggling retain stable amount students. Based on data provided by institution, its branches experienced decline 1200 students just 300. Th...

By examining the role and value of customer retention (CR) in life insurance sector South African industry, this paper seeks to uncover level clientele receptiveness willingness adopt Information Technology (IT)-based Customer Relationship Management (CRM). Arguably, there are changing client needs, market erosion requires innovative processes particularly a readiness accommodate swift changes ...

0 7 4 0 7 4 5 9 / 0 0 / $ 1 0 . 0 0 © 2 0 0 1 I E E E the demise of e-commerce sites when sites are too late, too buggy, or too complex for ease of use. Many Internet analysts correctly predicted that a significant number of business-to-consumer sites would fail during the year 2000 due to a lack of customer retention and repeat sales. Webmergers estimated that 150 dot-coms failed during 2000 a...

Abstract. Nowadays, the industry competency of forwarding service is getting tight. PT. X as one of forwarding company keeps increasing service quality to their customer. Satisfaction is reaching if what the consumer desire fulfilled by services. Analysis of customer satisfaction is measured by servqual method. The method is aimed to recognize the gap between customer expectation and customer s...

Modeling Churn and Usage Behavior in Contractual Settings The ability to retain existing customers is a major concern for many businesses. However retention is not the only dimension of interest; the revenue stream associated with each customer is another key factor influencing customer profitability. In most contractual situations the exact revenue that will be generated per customer is uncert...

We consider a single server, finite capacity Markovian feedback queue with reneging and retention of reneged customers in which the interarrival and service times follow exponential distribution. The reneging times are assumed to be exponentially distributed. Feedback in queueing literature represents customer dissatisfaction because of inappropriate quality of service. In case of feedback, aft...

The exponential growth in number of telecom providers and unceasing competition in the market has caused telecom operators to divert their focus more towards customer retention rather than customer acquisition. Hence it becomes extremely essential to identify the factors causing a customer to switch and take proactive actions in order to retain them. The paper aims to review existing literature...

Recommendation and repurchase intentions are the two most important dimensions of customer loyalty. Latent satisfaction thresholds at the individual level, if obtained, can function as an additional valid and effective criterion to satisfaction ratings in determining customer behavior. Hence, customer segmentation based on these thresholds can help firms optimize their resources to improve cust...

Customer relationships in services have been insufficiently studied compared to service interactions. In this paper findings from research on relationships within industrial marketing are applied to consumer services. To manage customer relationships new concepts are needed in addition to those used in static service quality models. A conceptual framework is presented where perceived service qu...