1. Impact of supply chain practices on customers' retention.
- Author
-
Munsab, Noman, Khattak, Ambreen, Shaheen, Tayyaba, Shafiq, Muhammad, Hakeem-Ur-Rehman, Nabi, Fizza Ghulam, and Rehman, Muhammad Abdul
- Subjects
CUSTOMER retention ,QUALITY of service ,SUPPLY chains ,STRUCTURAL equation modeling ,RF values (Chromatography) ,CONSUMERS - Abstract
Due to the competitive business environment, companies have identified the need to improve supply chain (SC) practices for retaining their customer. This study explores the factors effecting retention of the customers by conceptualizing five dimensions of SC practices (delivery, customer relationship, after-sale service, responsiveness, standardization, and specification). The relationship between SC practices and retention of the customers is studied through questionnaire survey. The data collected from 521 respondents was analyzed using structural equation modeling to check significance of the proposed relations. The outcomes of the study indicate that the factors like delivery, after-sale service, responsiveness, standardization, and specification impact retention of the customers, whereas "customer relationship" factor is insignificant. [ABSTRACT FROM AUTHOR]
- Published
- 2023
- Full Text
- View/download PDF