In recent times the focus is deeply upon the two magnitudes that are the

In recent times the focus is deeply upon the two

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of the customer and the aggregate growth of sales. In recent times, the focus is deeply upon the two magnitudes that are: the financial performance and the market performance, and accept the above two mentioned attributes for the Organizational Performance magnitude. Thus it has been proved that the Organizational Performance is mainly based upon the market orientation and the financial performance rather than the quality of good or service quality. A Holistic Approach to Satisfaction, Trust and Switching barriers Several authors define trust, customer satisfaction and switching barriers for customer retention. For instance, according to (Lai, 1995), evaluation of these approaches aim at evaluating all of this factors. Here, customer satisfaction is the degree for which the customer is happy with the
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CUSTOMER RETENTION UNDER REGULATION PRESSURE 24 product he is consuming. This can be achieved by asking a customer how well satisfied with the service they consume. If the customer is well satisfied with the product they consume, they will tend to remain with the customer for a very long time. A platform with provides the two different approaches to measuring a customer’s retention. One of the same measures the effect at which the customer will be retained with the existing seller. On the other hand, aim at finding if barriers were shifted, and the effect of trust is upheld when satisfaction is present with the current customer. Studies show that a higher level customer satisfaction leads to achieving comfort of some sort for some time to come. If they are satisfied and happy in the service they are consuming, then it is obvious that they will be loyal with the current seller of the product (Lai, 1995). Discussions have come with various authors defining what customer satisfaction is all about. For instance, Ganesan (19954) argue that customer perception is indispensable. This means that there will be a sustainable advantage coming in where there is competition. This case is in line with the one made by Anderson & Sullivan (1993), which says that if the investment is done with a view of satisfying a customer, then the business has to be insured. Customer will tend to remain loyal despite small challenges that maybe facing the firm. Lai (1995), further allege that if customers are dissatisfied is pre-purchase expectation. If the customer guesses that they will not be satisfied with the product they are about to start consuming on the basis of post-purchase service or product performance. Ranaweera & Neely (2003) state in their article that previously, the aim was on customer satisfaction was part and parcel of the business where they could research about the service they provide. But this is different with the economy of the present. This has impacted immensely the how customers are satisfied to the extent that their behaviour is affected too. It is important to
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CUSTOMER RETENTION UNDER REGULATION PRESSURE 25 consider this position as this helps gauge is a specific customer will be loyal with the current seller or not. But it should be realised that some customer will still leave the market despite the
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