Customers Retention in Saloon Service Industry based on Servqual Model

Abstract

The purpose of this study is to know what the factors of customer retention by the saloon retailers towards their customer around Shah Alam area are. The role of each saloon retailers has an intention to retain their current customers as well as upcoming customer. Research problem stated that the salon retailer at Shah Alam area find hardly to retrieve new customers also getting them involved enough to stay as loyal customers. In particular, it has been channeled that the factors of customer retention by saloon retailers which examine five (5) variables. These variables are listed as customer retention, tangible, responsiveness, assurance, reliability. Based on the 165 samples respondents were selected using quantitative sampling by using Google form and SPSS was used to test the hypothesis that has developed. The variable has shown significant positive result impact towards customer retention in saloon service industry.