ARCHIVES
VOL. 7, ISSUE 1 (2025)
The effect of customer service on customer retention (A case of selected service stations in kabulonga township in Lusaka)
Authors
Soter Mapalo, Muchemwa Sinkala, Martin Nkolomba
Abstract
This study examined the effect of customer
service on customer retention. A case study of two fuel service stations were
used. It assessed how employee attitude, service speed, and customer service
strategies influence customer retention. A mixed-methods approach was employed,
integrating quantitative data from 399 customer questionnaires and qualitative
insights from 10 in-depth interviews. Pearson’s correlation analysis revealed
strong positive relationships between each service factor and customer
retention: employee attitude (r = 0.817, p < 0.000), service speed (r =
0.967, p < 0.000), and customer service strategies (r = 0.881, p <
0.000). The results highlighted the critical role of frontline staff behavior,
efficient service delivery, and personalized customer engagement in fostering
customer retention. The study recommended regular staff training to enhance
interpersonal skills, process improvements to increase service speed, and the
use of customer feedback systems to support continuous service quality
enhancement.
Download
Pages:94-99
How to cite this article:
Soter Mapalo, Muchemwa Sinkala, Martin Nkolomba "The effect of customer service on customer retention (A case of selected service stations in kabulonga township in Lusaka)". International Journal of Management and Economics, Vol 7, Issue 1, 2025, Pages 94-99
Download Author Certificate
Please enter the email address corresponding to this article submission to download your certificate.