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Measuring Customer Retention in the European Automotive Sector

Author

Listed:
  • Sliż Piotr

    (Gdansk University, Faculty of Management, 8 Bazynskiego St., Gdansk 80-952, Poland)

  • Delińska Liwia

    (Gdansk University, Faculty of Management, 8 Bazynskiego St., Gdansk 80-952, Poland)

Abstract

Purpose: The main purpose of the work is to present the results of the customer retention level in the automotive sector based on the proposed measurement indicators: “serviced and sold” (SESO) and “sold and serviced” (SOSE).

Suggested Citation

  • Sliż Piotr & Delińska Liwia, 2021. "Measuring Customer Retention in the European Automotive Sector," Journal of Management and Business Administration. Central Europe, Sciendo, vol. 29(3), pages 63-85, September.
    • Handle: RePEc:vrs:jmbace:v:29:y:2021:i:3:p:63-85:n:5
    DOI: 10.7206/cemj.2658-0845.53a
    as

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    References listed on IDEAS

    as
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    2. Ghazal Shams & Mohsin Abdur Rehman & Sarminah Samad & Raouf Ahmad Rather, 2020. "The impact of the magnitude of service failure and complaint handling on satisfaction and brand credibility in the banking industry," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 25(1), pages 25-34, June.
    3. Sunil Gupta & Valarie Zeithaml, 2006. "Customer Metrics and Their Impact on Financial Performance," Marketing Science, INFORMS, vol. 25(6), pages 718-739, 11-12.
    4. Seo, DongBack & Ranganathan, C. & Babad, Yair, 0. "Two-level model of customer retention in the US mobile telecommunications service market," Telecommunications Policy, Elsevier, vol. 32(3-4), pages 182-196, April.
    5. Homburg, Christian & Rudolph, Bettina, 2001. "Customer satisfaction in industrial markets: dimensional and multiple role issues," Journal of Business Research, Elsevier, vol. 52(1), pages 15-33, April.
    6. Raouf Ahmad Rather & Shehnaz Tehseen & Murtaza Hassan Itoo & Shakir Hussain Parrey, 2019. "Customer brand identification, affective commitment, customer satisfaction, and brand trust as antecedents of customer behavioral intention of loyalty: An empirical study in the hospitality sector," Journal of Global Scholars of Marketing Science, Taylor & Francis Journals, vol. 29(2), pages 196-217, April.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    customer retention; customer satisfaction; relationship marketing; aftersales service; automotive;
    All these keywords.

    JEL classification:

    • M10 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - General
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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