Enhancing customer retention using customer relationship management approach in car loan bussiness

• Main Authors: Simanjuntak, Megawati, Putri, Nadia E., Yulianti, Lilik N., Sabri, Mohamad Fazli
• Format: Article
• Language: English
• Published: Cogent OA 2020
• Online Access: http://psasir.upm.edu.my/id/eprint/88820/1/LOAN.pdf; http://psasir.upm.edu.my/id/eprint/88820/; https://www.tandfonline.com/doi/full/10.1080/23311975.2020.1738200

The objective of this study was to analyse the effects of customer-perceived value, corporate image, and service quality on customer satisfaction, as well as to analyse the direct effect of switching barriers on customer retention, and to analyse the direct and indirect effects of customer satisfact...