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Relationship Between Customer Perceived Value, Service Quality, Brand Trust, and Customer Retention in the Retail Industry

Year: 2024

Type: article

Abstract: This study investigates the relationship between customer perceived value, service quality, brand trust, and customer retention in the retail industry. Using a quantitative approach, data were collected from 350 retail customers and analyzed using Structural Equation Modeling (SEM). The findings reveal that customer perceived value, service quality, and brand trust significantly influence customer retention, with brand trust showing the strongest effect. The combined effect of these factors explains 62% of the variance in customer retention. The results underscore the importance of an integrated approach in retail, where perceived value, high service standards, and trust are key to maintaining customer loyalty. This study provides valuable insights for retail managers aiming to enhance retention through strategic improvements in customer experience, service quality, and brand-building efforts.

Source: International Journal of Business Law and Education

DOI: 10.56442/ijble.v5i2.943

Authors: Ira Wahyuni, Daru Putri Kusumaningtyas, Hakkul Bahiz Mahdani, Daniel Pungkas Prastia Wibowo

Institutions: Universitas Jambi, State University of Jakarta, Universitas Wijaya Kusuma Surabaya

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

OpenAlex ID: W4405700098

FWCI: 1.008

Cites: 11

Cited by: 2

Related to: 10