The Mediating Role of Customer Satisfaction on the Relationship between Price-Quality-Services and Customer Retention

  • Mr. M. Vikram Kumar, Mrs. P. Girijasri, Dr. O. Chandra sekhara Reddy, Dr. Shaik Karim, Dr. S. K. Dhastagiri Bhasha, Dr. N. Krishna Kumar

Abstract

Aim/Purpose:-The aim of the descriptive research study was to know the factors of customer retention which helps to gain the competitive advantage. There are various factors like: price, quality and services will helps to maintain the better customer satisfaction. The higher customer satisfaction will leads to higher customer retention. Outcome:- The outcome of the research will facilitate to know the factor which contributes higher customer retention. Research Methodology/ Research Design:-The researcher has taken sufficient sample size to collect the opinion from the respondents for better customer retention in the competitive world. Statistical tools:- Applied both descriptive and inferential statistics like: mean, standard deviation, reliability analysis, factor analysis, exploratory factor analysis, confirmatory factor analysis, structural equation modeling using R-Programming. Novelty:- The model is being developed with new factors like; customer satisfaction, price, quality and service. Model Validity:-The model validated through GFI, AGFI, CFI, TLI and RMSEA. All the values have shown >.90. The RMSEA value which is <.08. Therefore, it can be conclude that the model has shown the best fit. Social Relevance:- The outcome of the research can be generalized to common phenomena for customer retention in the competitive world. Originality:- The research content not copied from any sources. Type of Research:- It is a descriptive research design. The outcome of the research can be generalized under any circumstances in India as the socio-economic conditions will not change much.

Published
2021-12-02
How to Cite
Mr. M. Vikram Kumar, Mrs. P. Girijasri, Dr. O. Chandra sekhara Reddy, Dr. Shaik Karim, Dr. S. K. Dhastagiri Bhasha, Dr. N. Krishna Kumar. (2021). The Mediating Role of Customer Satisfaction on the Relationship between Price-Quality-Services and Customer Retention. Design Engineering, 1610- 1623. Retrieved from http://www.thedesignengineering.com/index.php/DE/article/view/7115
Section
Articles