Retail banking service providers are facing challenges such as continuous changes in consumer expectations and escalating global competitiveness. The banking sector is characterised as an extraordinarily competitive and regulated sector. As a result, it is essential that retail banking service providers reassess the level of their service quality and recognise the important factors that influence customer satisfaction, intention and loyalty. As pointed out by the literature, there is a fundamental need for studies on customer intention and behaviour which will show whether customer attitudes provide significant evidence of how customers act and feel. Furthermore, there is a lack of theoretical modelling and empirical studies on the relationships between customer satisfaction, service quality and variables in other areas of service experience, such as price, reputation and complaint intention, in the retail banking context. Thus, the current study adopted the expectation confirmation theory because its aim is to develop a framework that advances the understanding of customer satisfaction, intention and loyalty in the retail banking sector, which can be best achieved by choosing a theory whose main target is to measure customer satisfaction and post-purchase behaviour. The proposed framework enhances our understanding by expanding ECT theory. To clarify, the conceptual framework introduces three constructs, price, reputation and complaint intention, which had not previously been brought together into one framework with the rest of the present study constructs, a practice which is considered to offer a highly valuable contribution. Additionally, the outcomes from this study have many implications for managers and decision-makers in the banking service sector. It is essential for marketing managers in the banking sector to understand the importance of all of the components of service quality as well as price and reputation, in order to understand fully customer satisfaction and intentions. The primary aim of this study is to examine how customer intention and loyalty are affected by service quality dimensions, price and reputation, using the intermediation role of confirmation and customer satisfaction. This study has developed a theoretical framework that integrates a set of essential variables to evaluate the impact of service quality dimensions, price and reputation on customer's intentions and loyalty, using Expectation Confirmation Theory. Consequently, hypotheses are created to examine the association between the framework variables. This study employs a quantitative method alongside a positivist approach to examine the hypothetical associations within the conceptual framework. Of the online surveys distributed to retail banking consumers, 923 were valid. To validate and analyse the data, the research study employs structural equation modelling using AMOS SPSS (Statistical Package for the Social Sciences). The final results illustrate that tangibles, assurance, responsiveness, empathy and price have a significant impact on confirmation and customer satisfaction. On the other hand, reliability has no significant impact on confirmation and customer satisfaction in the Saudi retail banking sector. In addition, reputation has a significant impact on customer satisfaction. Furthermore, confirmation also has an important influence on customer satisfaction and customer satisfaction has a significant relationship with customer intentions and loyalty. Customer satisfaction also has a significant relationship with customer loyalty. Indeed, the overall results of this study reveal the impact of service quality, price and reputation on customer intention and loyalty through customer satisfaction, along with confirmation of customer expectations. Finally, the outcomes of this study have practical and theoretical implications which advance the knowledge in this area.

No description available.

The New Zealand hotel industry: the role of image as a medium influencing company's competitiveness and customer loyalty towards brand.This thesis evolves around image and its significance while developing customers' loyalty and increasing company's competitiveness in a highly competitive market. The topic is studied in-depth from the organisational perspective and delves into the differing motivations of hotel operators towards shaping favourable image as well as examining how the hotel's image affects customer loyalty and helps the company to increase its competitiveness. Finally, it analyses and compares which public relations tools are the most effective in the process of image creation and developing customer loyalty. From this perspective image becomes a central issue impacting company's future growth, performance and finally success.The research was conducted on the Auckland international hotel chains. Auckland hosts numerous conferences and events that drives demand for accommodation and in a way, creates a conducive environment to hotel operators for future expansion. Thus, hotels compete strongly with one another constantly looking for a competitive advantage by growing their customer base. My thesis outlines the hotels' management efforts and analyses their strategies in the context of changing customers' demands and market trends.With respect to methodological issues, my thesis is based on a qualitative approach and follows an interpretivist paradigm. The research background has been delineated as have been my respondents' profile to provide additional information about the organisation they represent. The research findings described at the end of this thesis document how important image is for a modern hotel and what initiatives should be followed to ensure success.Image and loyalty are closely interrelated as positive image affects customers' loyalty. In order to achieve a balance between sustaining a competitive advantage and increasing loyal customer base a number of managerial implications have been discovered. Detailed analysis of these findings may help the companies to establish a more favourable position in the global market and create mutually beneficial relationships which further help the organisation to grow.Having aimed at exploring the importance of image as a medium that affects company's competitiveness and customers' loyalty towards brand, this study has provided some useful indications for hotel companies as to what should be undertaken to gain loyal customers and improve company's performance on the market.

Customer loyalty in services is the focus of the research. The research problem sought to determine both indirect and indirect effects of relational outcomes on customer loyalty, conceptualised as a psychological state. Relational outcomes are defined as: the thoughts, feelings, and relationships perceived by customers arising from the interaction with a service employee. This class of variable is differentiated from other relational factors such as the characteristics of the actors in the interaction and their behaviours. The effects of relational outcome antecedents were compared to service evaluation antecedents such as customer satisfaction, quality, and value. Customer loyalty was modelled as a psychological state and grounded in the unique characteristics of services. The pioneering work of Kingstrom (1983) was used as a basis for extending the literature. Customer loyalty is an important variable for both services marketing researchers and industry. Accordingly, the research was justified on both theoretical and managerial grounds. Four factors inspired the identification of the research gap: a lack of service loyalty research grounded in service characteristics, lack of studies that conceptualised loyalty as a psychological state, inadequacy of service evaluation measures to predict customer loyalty, and the perceived importance of social interaction to service outcomes. Data collection included pilot studies, re-analysis of published literature, and three major studies. In the first major study, 23 informants provided insights into the nature of three specific relational outcomes: friendship, social comfort, and social regard. The second study was a cross-sectional survey of 190 hair-dressing customers. The specific relationships between friendship, social regard, social comfort, value for money, service encounter satisfaction, perceived core service quality, and customer loyalty were established in this study. New scales were also developed for friendship, social regard, social comfort, and customer loyalty. A third study collected survey data from 406 customers of hairdressing salons, cafes, and naturopathic clinics. Hypothesised relationships were tested through three nested structural equation models. The results indicate that relational outcomes in general are important to customer loyalty. Their effects on loyalty as a psychological state are both direct and indirect. The strength of the effects of relational outcomes on loyalty compares favourably with the effects of service evaluation measures on loyalty. The construct of friendship between individual customer and service employee was found to be related significantly and positively with customer loyalty. The effect of personal friendship appears to have as strong an effect as perceptions of core quality and service encounter satisfaction. Another major finding was that the two relational outcomes of social comfort and social regard both had an indirect influence on customer loyalty. This effect was mediated through the service evaluation constructs of perceived core service quality and service encounter satisfaction. Social comfort affected both quality and satisfaction whereas social regard only influenced quality. However, the impact of social regard on core quality was substantial. Friendship was not found to have a significant relationship with either quality or satisfaction. These findings suggest that there is a temporal dimension to the influence of relational outcomes. Both social regard and social comfort appear to be more important in the early stages of customer-service provider interaction. It also appears that customers evaluate the core quality of everyday services such as hair salons, cafes, and naturopaths using social cues such as feeling well regarded. A further major finding was the lack of a significant relationship between value for money and psychological loyalty in both quantitative studies. Effects of quality, satisfaction, and friendship appear to be important to loyalty development whereas customer value is not. This finding suggests that value for money may be related directly to actual purchase behaviour or repurchase intentions rather than mediated through psychological feelings of loyalty. Hence, evaluations which reflect pricing considerations are less likely to be associated with psychological loyalty than more relationally oriented constructs. The findings indicate important implications for both marketers and researchers. Marketing strategists need to be clear about pursuing either a loyalty or a value for money strategy. The former may not result from the latter. Relational outcomes lead to psychological loyalty but their interactive effects operate differently. Friendship with a service employee provides a direct contribution to loyalty development. Whereas social regard and social comfort affect customers' evaluation of the service. Pursuing a relational strategy will have implications for the way frontline staff are selected and trained. Theoretical implications include: using the relational outcomes as a basis for middle range theory development, support for the linear-additive measurement approach, use of laddering techniques to determine relevant influencing variables, and additional explanatory power to the service recovery literature. In conclusion, a unidimensional construct of psychological loyalty, grounded in service characteristics, was developed, tested, and evaluated for wide application to service industries. Three specific relational antecedents: Friendship, social regard, and social comfort were found to be important to the development of customer loyalty. The research highlighted how these relational outcomes interacted with service evaluation measures to produce loyal customers. Accordingly, Kingstrom's (1983) work has been extended.

Consumer trust research has principally developed from established psychological-based research. This conception of consumer trust largely draws from research pertaining to interpersonal trust. This study combined existing theories from both sociological and psychological research in developing a consumer trust model specifically for banks. Partly because of their historical position in society and also because of their government-protected position, banks, bank branches and bank managers have traditionally held a respected, and trusted position in Australian communities. Because of this reputation and position in communities, banks were seen to display institutional attributes. These attributes were defined in this study as local community focus, local availability and visibility, relationship power symmetry and social obligation fulfilment. This study explored the notion of institution-based trust in an Australian retail banking context. Institution-based trust was a measure of the levels of consumer trust in various defined institutional attributes. It was contended that through the diminishment and divestment of its institutional attributes banks were impairing their institutional cachet. The process was termed 'deinstitutionalisation' and was postulated to have a negative impact on consumer trust. The hypothetico-deductive methodological framework was employed throughout the study, with a mail-based consumer survey used as the main means of primary data collection. 468 useable questionnaires from adult bank customers were yielded and the data analysed. These data were analysed and used to test twenty-three research hypotheses of which nineteen were supported. From the results, it was concluded that perceived local community focus, perceived social obligation fulfilment and perceived relationship power symmetry were antecedents to consumer trust in banks. Also, reasonable availability of conventional bank branch services was found to be an important component of perceived community focus of their banks, thus having an indirect relationship to institution-based consumer trust in banks. Community Banks were found to be exhibiting and promoting many of these institutional attributes. Consumers were found to be less likely to need bank branches for transactional or functional purposes, but branches were seen to be symbolically important. Also, consumers were found to be more likely to identify with intangible elements of their bank, principally bank brand, than with tangible attributes such as the bank branch. Importantly, consumers were found to be trusting of their banks, however they were more likely to believe that banks were less trustworthy now than they were in the past.

<p>The usage of celebrity endorsements has been confirmed to result in more favorableadvertisement ratings and positive product evolutions (Dean and Biswas, 2001). It has evenbecome one of the most popular forms of retail advertising (Choi and Rifon, 2007). Marketershave heavily relied on celebrity endorsement, because they believe in its positive impact ofassisting in improvement of brand awareness, brand equity, and even financial returns.Celebrities are easily chosen by marketers to peddle their products. Especially in cosmeticsindustry, this tactic is commonplace and often seen in TV advertisements, magazines and othertypes of media. If you flip through the television channels, you can easily find a number ofdifferent celebrity endorsers; from Eva Longoria for L’Oreal to Julia Roberts for Lancôme andeven Nicole Kidman for Schweppes. What do marketers expect from enormous amounts spenton celebrities appearing in their advertisements? Besides returns on the financial aspect andbrand awareness, using celebrities in advertisements can be a shortcut to assisting brands ingaining recognitions. All these efforts may be contributions in creating brand loyalty, which iswhere the marketing battle really begins. The brand loyalty concept has been somewhatoverlooked, in the sense that many studies have only been focused on the “behavioral” aspect.Recent studies actively propose that brand loyalty shall take both behavioral and attitudinalaspects into consideration in order to make it comprehensive. David Aaker (1991) suggested,“The brand loyalty of the customer base is often the core of a brand’s equity”. Because of theexistence of brand loyalty, it makes the brand choice and brand equity possible. For theseparticular reasons and arguments, the topic was chosen regarding both celebrity endorsement andbrand loyalty in cosmetics advertising, with the aim to probe the relationship between them. Thisstudy concerns celebrity endorsement in cosmetics advertisements and the creation of brandloyalty, thus investigating the use of celebrities in advertising and the effect it has and if and howit contributes to brand loyalty. It is based on customers’ perception of this type of advertisingtechnique in relation to the cosmetics industry, and two different types of brand loyalty,attitudinal loyalty and behavioral loyalty.The usage of celebrity endorsements has been confirmed to result in more favorableadvertisement ratings and positive product evolutions (Dean and Biswas, 2001). It has evenbecome one of the most popular forms of retail advertising (Choi and Rifon, 2007). Marketershave heavily relied on celebrity endorsement, because they believe in its positive impact ofassisting in improvement of brand awareness, brand equity, and even financial returns.Celebrities are easily chosen by marketers to peddle their products. Especially in cosmeticsindustry, this tactic is commonplace and often seen in TV advertisements, magazines and othertypes of media. If you flip through the television channels, you can easily find a number ofdifferent celebrity endorsers; from Eva Longoria for L’Oreal to Julia Roberts for Lancôme andeven Nicole Kidman for Schweppes. What do marketers expect from enormous amounts spenton celebrities appearing in their advertisements? Besides returns on the financial aspect andbrand awareness, using celebrities in advertisements can be a shortcut to assisting brands ingaining recognitions. All these efforts may be contributions in creating brand loyalty, which iswhere the marketing battle really begins. The brand loyalty concept has been somewhatoverlooked, in the sense that many studies have only been focused on the “behavioral” aspect.Recent studies actively propose that brand loyalty shall take both behavioral and attitudinalaspects into consideration in order to make it comprehensive. David Aaker (1991) suggested,“The brand loyalty of the customer base is often the core of a brand’s equity”. Because of theexistence of brand loyalty, it makes the brand choice and brand equity possible. For theseparticular reasons and arguments, the topic was chosen regarding both celebrity endorsement andbrand loyalty in cosmetics advertising, with the aim to probe the relationship between them. Thisstudy concerns celebrity endorsement in cosmetics advertisements and the creation of brandloyalty, thus investigating the use of celebrities in advertising and the effect it has and if and howit contributes to brand loyalty. It is based on customers’ perception of this type of advertisingtechnique in relation to the cosmetics industry, and two different types of brand loyalty,attitudinal loyalty and behavioral loyalty.</p><p>The literature and theories used for investigating and supporting this area mainly focused on thetwo most important concepts for this study, celebrity endorsement and brand loyalty. In order toreview these two theories and support the research question, additional concepts concerningendorsement, attitudes, behavior, brands and products were investigated and evaluated. These inturn enabled the creation of a questionnaire, covering the area to be scrutinized.The literature and theories used for investigating and supporting this area mainly focused on thetwo most important concepts for this study, celebrity endorsement and brand loyalty. In order toreview these two theories and support the research question, additional concepts concerningendorsement, attitudes, behavior, brands and products were investigated and evaluated. These inturn enabled the creation of a questionnaire, covering the area to be scrutinized.</p><p>For the purpose of this quantitative study, a self completion web based questionnaire was carriedout. The survey was sent by email to possible respondents, with a students’ email account atUmeå School of Business. The sampling method used when sending out the web survey was of anon-probability nature.For the purpose of this quantitative study, a self completion web based questionnaire was carriedout. The survey was sent by email to possible respondents, with a students’ email account atUmeå School of Business. The sampling method used when sending out the web survey was of anon-probability nature.</p><p>The findings led to a conclusion confirming that neither brand loyalty nor attitudinal loyalty isproved to be created by famous endorsers. Although, not bearing brand loyalty in mind, it can beseen that the endorsers help customers to get to know a brand better. The data findings alsosuggest that the costs of using celebrity endorsement are not reasonable in relation to gainingrespondents’ attitudinal loyalty. It is positively confirmed that both behavioural and attitudinalloyalty should be included when measuring actual brand loyalty concerning cosmetics brands.The findings led to a conclusion confirming that neither brand loyalty nor attitudinal loyalty isproved to be created by famous endorsers. Although, not bearing brand loyalty in mind, it can beseen that the endorsers help customers to get to know a brand better. The data findings alsosuggest that the costs of using celebrity endorsement are not reasonable in relation to gainingrespondents’ attitudinal loyalty. It is positively confirmed that both behavioural and attitudinalloyalty should be included when measuring actual brand loyalty concerning cosmetics brands.</p>

The usage of celebrity endorsements has been confirmed to result in more favorableadvertisement ratings and positive product evolutions (Dean and Biswas, 2001). It has evenbecome one of the most popular forms of retail advertising (Choi and Rifon, 2007). Marketershave heavily relied on celebrity endorsement, because they believe in its positive impact ofassisting in improvement of brand awareness, brand equity, and even financial returns.Celebrities are easily chosen by marketers to peddle their products. Especially in cosmeticsindustry, this tactic is commonplace and often seen in TV advertisements, magazines and othertypes of media. If you flip through the television channels, you can easily find a number ofdifferent celebrity endorsers; from Eva Longoria for L’Oreal to Julia Roberts for Lancôme andeven Nicole Kidman for Schweppes. What do marketers expect from enormous amounts spenton celebrities appearing in their advertisements? Besides returns on the financial aspect andbrand awareness, using celebrities in advertisements can be a shortcut to assisting brands ingaining recognitions. All these efforts may be contributions in creating brand loyalty, which iswhere the marketing battle really begins. The brand loyalty concept has been somewhatoverlooked, in the sense that many studies have only been focused on the “behavioral” aspect.Recent studies actively propose that brand loyalty shall take both behavioral and attitudinalaspects into consideration in order to make it comprehensive. David Aaker (1991) suggested,“The brand loyalty of the customer base is often the core of a brand’s equity”. Because of theexistence of brand loyalty, it makes the brand choice and brand equity possible. For theseparticular reasons and arguments, the topic was chosen regarding both celebrity endorsement andbrand loyalty in cosmetics advertising, with the aim to probe the relationship between them. Thisstudy concerns celebrity endorsement in cosmetics advertisements and the creation of brandloyalty, thus investigating the use of celebrities in advertising and the effect it has and if and howit contributes to brand loyalty. It is based on customers’ perception of this type of advertisingtechnique in relation to the cosmetics industry, and two different types of brand loyalty,attitudinal loyalty and behavioral loyalty.The usage of celebrity endorsements has been confirmed to result in more favorableadvertisement ratings and positive product evolutions (Dean and Biswas, 2001). It has evenbecome one of the most popular forms of retail advertising (Choi and Rifon, 2007). Marketershave heavily relied on celebrity endorsement, because they believe in its positive impact ofassisting in improvement of brand awareness, brand equity, and even financial returns.Celebrities are easily chosen by marketers to peddle their products. Especially in cosmeticsindustry, this tactic is commonplace and often seen in TV advertisements, magazines and othertypes of media. If you flip through the television channels, you can easily find a number ofdifferent celebrity endorsers; from Eva Longoria for L’Oreal to Julia Roberts for Lancôme andeven Nicole Kidman for Schweppes. What do marketers expect from enormous amounts spenton celebrities appearing in their advertisements? Besides returns on the financial aspect andbrand awareness, using celebrities in advertisements can be a shortcut to assisting brands ingaining recognitions. All these efforts may be contributions in creating brand loyalty, which iswhere the marketing battle really begins. The brand loyalty concept has been somewhatoverlooked, in the sense that many studies have only been focused on the “behavioral” aspect.Recent studies actively propose that brand loyalty shall take both behavioral and attitudinalaspects into consideration in order to make it comprehensive. David Aaker (1991) suggested,“The brand loyalty of the customer base is often the core of a brand’s equity”. Because of theexistence of brand loyalty, it makes the brand choice and brand equity possible. For theseparticular reasons and arguments, the topic was chosen regarding both celebrity endorsement andbrand loyalty in cosmetics advertising, with the aim to probe the relationship between them. Thisstudy concerns celebrity endorsement in cosmetics advertisements and the creation of brandloyalty, thus investigating the use of celebrities in advertising and the effect it has and if and howit contributes to brand loyalty. It is based on customers’ perception of this type of advertisingtechnique in relation to the cosmetics industry, and two different types of brand loyalty,attitudinal loyalty and behavioral loyalty. The literature and theories used for investigating and supporting this area mainly focused on thetwo most important concepts for this study, celebrity endorsement and brand loyalty. In order toreview these two theories and support the research question, additional concepts concerningendorsement, attitudes, behavior, brands and products were investigated and evaluated. These inturn enabled the creation of a questionnaire, covering the area to be scrutinized.The literature and theories used for investigating and supporting this area mainly focused on thetwo most important concepts for this study, celebrity endorsement and brand loyalty. In order toreview these two theories and support the research question, additional concepts concerningendorsement, attitudes, behavior, brands and products were investigated and evaluated. These inturn enabled the creation of a questionnaire, covering the area to be scrutinized. For the purpose of this quantitative study, a self completion web based questionnaire was carriedout. The survey was sent by email to possible respondents, with a students’ email account atUmeå School of Business. The sampling method used when sending out the web survey was of anon-probability nature.For the purpose of this quantitative study, a self completion web based questionnaire was carriedout. The survey was sent by email to possible respondents, with a students’ email account atUmeå School of Business. The sampling method used when sending out the web survey was of anon-probability nature. The findings led to a conclusion confirming that neither brand loyalty nor attitudinal loyalty isproved to be created by famous endorsers. Although, not bearing brand loyalty in mind, it can beseen that the endorsers help customers to get to know a brand better. The data findings alsosuggest that the costs of using celebrity endorsement are not reasonable in relation to gainingrespondents’ attitudinal loyalty. It is positively confirmed that both behavioural and attitudinalloyalty should be included when measuring actual brand loyalty concerning cosmetics brands.The findings led to a conclusion confirming that neither brand loyalty nor attitudinal loyalty isproved to be created by famous endorsers. Although, not bearing brand loyalty in mind, it can beseen that the endorsers help customers to get to know a brand better. The data findings alsosuggest that the costs of using celebrity endorsement are not reasonable in relation to gainingrespondents’ attitudinal loyalty. It is positively confirmed that both behavioural and attitudinalloyalty should be included when measuring actual brand loyalty concerning cosmetics brands.

Traditionally, banks have always had a close relationship with their customers. They often knew them as individuals, and satisfied their needs through personal customized services. Recently, the development of electronic banking or e-banking has influenced the increasing competition within the banking industry. E-banking customers are nowadays just “a click away” from the competition. In addition, a few years ago, traditional banks started to face new competition with the development of web-only banks. In such banks, there are less personal relationships, with no face-to-face contact. Those banks do not have physical branches. There is a trend among banks towards a focus on the new electronic relationship. It is necessary for banks offering online services to confront a different kind of loyalty (e-loyalty), the loyalty being derived from the relationship an electronic customer has with electronic commerce, as a great deal of customers will do their banking mainly if not completely on the internet. To reach these electronic customers and to satisfy them, in order to make them loyal, will impose a major challenge. The purpose of this paper is to examine how web-only banks achieve customer loyalty. To fulfill our purpose we have studied two cases, one web-only bank on the German market, ING-DiBa and one on the French market, Covefi. We conducted two interviews with employees in the customer analysis and service department to find out what they do to manage customer loyalty. With a frame of reference and two qualitative case studies as a foundation, we have been able to draw important conclusions about customer loyalty in web-only banking. Both banks understand what a loyal customer is, but they do not have a strategy to manage customer loyalty over the Internet. Both banks accomplish in making sure preconditions for customer loyalty, like satisfaction and trust are met. We conclude that it is more difficult to achieve loyalty over the Internet. Nevertheless it is just as important as customer loyalty in traditional banking encounters. Furthermore, we see room for improvements for both banks. We presented recommendations in the end how obtaining loyalty over the Internet can be facilitated.

No description available.

Background: Statistics say that Pakistan is the third largest user of compressed natural gas, its increased demand has encouraged investment in this sector. Number of stations has doubled in less than four years, this has increased the ratio of competition and low amounts of profit. Cut throat competition forces retailers to work on quality for customers’ retention and for this retailers are expected to understand the needs and requirements of their customers. This understanding is the only key to customer retention. Research undertaken focus on the key issues faced by CNG stations for customers’ retention. The study will focus on retailer’s strategies for customer retention in a competitive environment. Purpose: The purpose of this paper is study customer retention strategies adopted by compressed natural gas (CNG) retailing stations, in a developing country (Pakistan). Research Question: How do CNG retailing stations satisfy, make loyal, and retain their customers in a competitive environment? Methodology: Deductive approach has been adopted for this research to investigate the behaviour of customers through telephone interviews, as it is a distant research. Convenience sample has been selected for this research and ten semi-structured telephonic interviews have been conducted to get the empirical data from the CNG retailers of Lahore, stations from ten different stations have been selected on the basis of prestige, repute and amount of publicity in print and electronic media. Semi structured interviews will be based on primary and secondary data together. Primary data is in the form of interviews, secondary in the form of reports and published journals. Telephonic interview was based on open-ended questions to judge the views, knowledge and utility of customers experience and close-ended questions that have provided the direct and accurate answers. Telephonic interviews have advantages and disadvantages but for a distant research like this, it is the only best possible methodology to get first-hand knowledge quickly, interview was based on ten questions to get a complete picture of customers’ retention. Operationalization was based on 14 questions question 1 to 6 are about customers’ satisfaction, 7 to 11 customer loyalty and 12 to 14 customer retention. Validity and reliability is the key to success for any research. Same question were asked in different ways to check the reliability of the answers, target oriented questions were asked to validate the objective of the research and to make research credible. Conclusion and Results: The research establishes that most companies do not have specific plans for the customer retention in a cut-throat competitive environment. Customers’ service and technical issues were the targeted areas to understand the customers’ retention. Customers’ retention means profit, low retention means low profits. Result in a nutshell is an increased focus on imperial investigation, which is inevitable to study strategies for customer retention for the survival in the competitive world.