Determinants of Customer Retention: In the case of Medical Device and Pharmaceutical Import Companies Addis Ababa.

dc.contributor.advisorWuhib, Tewodros (Ph.D)
dc.contributor.authorBerhanu, Regebe
dc.date.accessioned2021-07-27T07:24:10Z
dc.date.accessioned2023-11-04T09:38:49Z
dc.date.available2021-07-27T07:24:10Z
dc.date.available2023-11-04T09:38:49Z
dc.date.issued2021-03
dc.description.abstractThe purpose of this research is to assess the factors that influence customer retention in Medical device and Pharmaceutical import companies in Addis Ababa. Customer retention has been little studied in this sector. The study assessed the effect of customer satisfaction, price, quality, switching barrier, and firm size effect on customer retention. The sample of the study consisted of 240 customers from six selected importers in Addis Ababa. Five point Likert scale questionnaire was developed and used for data collection. Descriptive analysis, Pearson correlation analysis done and regression analysis was carried out using SPSS statistical tool. The response rate was 89.58%. The correlation between customer satisfaction, Price, Quality, Switching barrier and firm size with customer retention was positive and statistically significant (0.01).The findings of the study revealed the influence of customer satisfaction, price, quality, switching barrier and firm size on customer retention. These conclusions were made within the selected import companies. Based on these findings, a recommendation that stressed on customer retention in Medical device and pharmaceutical import companies has been forwarded.en_US
dc.identifier.urihttp://etd.aau.edu.et/handle/123456789/27368
dc.language.isoenen_US
dc.publisherA.A.Uen_US
dc.subjectCustomer retentionen_US
dc.subjectcustomer satisfactionen_US
dc.subjectSwitching barrieren_US
dc.titleDeterminants of Customer Retention: In the case of Medical Device and Pharmaceutical Import Companies Addis Ababa.en_US
dc.typeThesisen_US

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