{"id":"https://openalex.org/W7225637885","doi":"https://doi.org/10.61108/ijsshr.v4i3.339","title":"Customer Retention and Entrenchment Strategies and Competitiveness of Commercial Banks in Nakuru City, Kenya","display_name":"Customer Retention and Entrenchment Strategies and Competitiveness of Commercial Banks in Nakuru City, Kenya","publication_year":2026,"publication_date":"2026-11-09","ids":{"openalex":"https://openalex.org/W7225637885","doi":"https://doi.org/10.61108/ijsshr.v4i3.339"},"language":"en","primary_location":{"id":"doi:10.61108/ijsshr.v4i3.339","doi":"https://doi.org/10.61108/ijsshr.v4i3.339","is_oa":true,"landing_page_url":"https://doi.org/10.61108/ijsshr.v4i3.339","pdf_url":"https://researchbridgepublisher.com/index.php/ijsshr/article/download/339/401","source":{"id":"https://openalex.org/S4387291463","display_name":"International Journal of Social Science and Humanities Research (IJSSHR)","issn_l":"2959-7048","issn":["2959-7048","2959-7056"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405260091","host_organization_name":"Research Bridge Publisher","host_organization_lineage":["https://openalex.org/I4405260091"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Social Science and Humanities Research (IJSSHR) ISSN 2959-7056 (o); 2959-7048 (p)","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://researchbridgepublisher.com/index.php/ijsshr/article/download/339/401","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5135088752","display_name":"Erick Ombati Nyatangi","orcid":"https://orcid.org/0009-0005-6326-4470","observed_orcids":["https://orcid.org/0009-0005-6326-4470"]},"institutions":[{"id":"https://openalex.org/I26805570","display_name":"Jomo Kenyatta University of Agriculture and Technology","ror":"https://ror.org/015h5sy57","country_code":"KE","type":"education","lineage":["https://openalex.org/I26805570"]}],"countries":["KE"],"is_corresponding":false,"raw_author_name":"Augustine Mutua Kainde","raw_affiliation_strings":["Scholar, Jomo Kenyatta University of Agriculture and Technology"],"raw_orcid":"https://orcid.org/0009-0005-6326-4470","affiliations":[{"raw_affiliation_string":"Scholar, Jomo Kenyatta University of Agriculture and Technology","institution_ids":["https://openalex.org/I26805570"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5067895785","display_name":"Duncan Nyakundi Nyaberi","orcid":"https://orcid.org/0000-0002-6940-5407","observed_orcids":["https://orcid.org/0000-0002-6940-5407"]},"institutions":[{"id":"https://openalex.org/I26805570","display_name":"Jomo Kenyatta University of Agriculture and Technology","ror":"https://ror.org/015h5sy57","country_code":"KE","type":"education","lineage":["https://openalex.org/I26805570"]}],"countries":["KE"],"is_corresponding":false,"raw_author_name":"Duncan Nyakundi Nyaberi","raw_affiliation_strings":["Senior Lecturer: Jomo Kenyatta University of Agriculture and Technology"],"raw_orcid":"https://orcid.org/0000-0002-6940-5407","affiliations":[{"raw_affiliation_string":"Senior Lecturer: Jomo Kenyatta University of Agriculture and Technology","institution_ids":["https://openalex.org/I26805570"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I26805570"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":true,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"4","issue":"3","first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8564000129699707,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.8564000129699707,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.12999999523162842,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.004000000189989805,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.984000027179718},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.7099999785423279},{"id":"https://openalex.org/keywords/bank-competitiveness","display_name":"bank competitiveness","score":0.9539999961853027},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.9860000014305115},{"id":"https://openalex.org/keywords/personalized-services","display_name":"personalized services","score":0.9950000047683716},{"id":"https://openalex.org/keywords/product-bundling","display_name":"bundling","score":1.0},{"id":"https://openalex.org/keywords/digital-banking-platforms","display_name":"digital banking platforms","score":0.953000009059906},{"id":"https://openalex.org/keywords/switching-costs","display_name":"switching costs","score":0.7730000019073486},{"id":"https://openalex.org/keywords/customer-lifetime-value","display_name":"customer lifetime value","score":0.9010000228881836},{"id":"https://openalex.org/keywords/relationship-marketing","display_name":"relationship marketing","score":0.8690000176429749}],"concepts":[{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7106000185012817},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.656499981880188},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6265000104904175},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.6075000166893005},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.5508000254631042},{"id":"https://openalex.org/C183003079","wikidata":"https://www.wikidata.org/wiki/Q1000371","display_name":"Personalization","level":2,"score":0.5286999940872192},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.4659000039100647},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.4490000009536743},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.4431999921798706},{"id":"https://openalex.org/C90673727","wikidata":"https://www.wikidata.org/wiki/Q901718","display_name":"Product (mathematics)","level":2,"score":0.43309998512268066},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.41440001130104065},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.40709999203681946},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.39910000562667847},{"id":"https://openalex.org/C39896193","wikidata":"https://www.wikidata.org/wiki/Q380344","display_name":"Descriptive statistics","level":2,"score":0.38760000467300415},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.38530001044273376},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.35249999165534973},{"id":"https://openalex.org/C130721881","wikidata":"https://www.wikidata.org/wiki/Q1146253","display_name":"Customer lifetime value","level":5,"score":0.33550000190734863},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.3176000118255615},{"id":"https://openalex.org/C49898467","wikidata":"https://www.wikidata.org/wiki/Q1517706","display_name":"Stratified sampling","level":2,"score":0.3100999891757965},{"id":"https://openalex.org/C191988596","wikidata":"https://www.wikidata.org/wiki/Q628374","display_name":"Null hypothesis","level":2,"score":0.3077999949455261},{"id":"https://openalex.org/C144559511","wikidata":"https://www.wikidata.org/wiki/Q2986279","display_name":"Principal (computer security)","level":2,"score":0.29339998960494995},{"id":"https://openalex.org/C19351080","wikidata":"https://www.wikidata.org/wiki/Q1395034","display_name":"New product development","level":2,"score":0.2754000127315521},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.2676999866962433},{"id":"https://openalex.org/C178550888","wikidata":"https://www.wikidata.org/wiki/Q2043282","display_name":"Business administration","level":1,"score":0.25049999356269836}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.61108/ijsshr.v4i3.339","doi":"https://doi.org/10.61108/ijsshr.v4i3.339","is_oa":true,"landing_page_url":"https://doi.org/10.61108/ijsshr.v4i3.339","pdf_url":"https://researchbridgepublisher.com/index.php/ijsshr/article/download/339/401","source":{"id":"https://openalex.org/S4387291463","display_name":"International Journal of Social Science and Humanities Research (IJSSHR)","issn_l":"2959-7048","issn":["2959-7048","2959-7056"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405260091","host_organization_name":"Research Bridge Publisher","host_organization_lineage":["https://openalex.org/I4405260091"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Social Science and Humanities Research (IJSSHR) ISSN 2959-7056 (o); 2959-7048 (p)","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.61108/ijsshr.v4i3.339","doi":"https://doi.org/10.61108/ijsshr.v4i3.339","is_oa":true,"landing_page_url":"https://doi.org/10.61108/ijsshr.v4i3.339","pdf_url":"https://researchbridgepublisher.com/index.php/ijsshr/article/download/339/401","source":{"id":"https://openalex.org/S4387291463","display_name":"International Journal of Social Science and Humanities Research (IJSSHR)","issn_l":"2959-7048","issn":["2959-7048","2959-7056"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I4405260091","host_organization_name":"Research Bridge Publisher","host_organization_lineage":["https://openalex.org/I4405260091"],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by-nc","license_id":"https://openalex.org/licenses/cc-by-nc","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Social Science and Humanities Research (IJSSHR) ISSN 2959-7056 (o); 2959-7048 (p)","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.4000000059604645}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7225637885.pdf","grobid_xml":"https://content.openalex.org/works/W7225637885.grobid-xml"},"referenced_works_count":52,"referenced_works":["https://openalex.org/W1978399955","https://openalex.org/W2013663887","https://openalex.org/W2014818400","https://openalex.org/W2017732813","https://openalex.org/W2025618885","https://openalex.org/W2043189549","https://openalex.org/W2044458697","https://openalex.org/W2061569435","https://openalex.org/W2081547566","https://openalex.org/W2109390866","https://openalex.org/W2122679534","https://openalex.org/W2127624016","https://openalex.org/W2137247419","https://openalex.org/W2140956556","https://openalex.org/W2154374169","https://openalex.org/W2159306398","https://openalex.org/W2198189408","https://openalex.org/W2422895071","https://openalex.org/W2443567239","https://openalex.org/W3124536214","https://openalex.org/W3126090267","https://openalex.org/W3126732555","https://openalex.org/W4210617228","https://openalex.org/W4310794567","https://openalex.org/W4386602681","https://openalex.org/W4388109989","https://openalex.org/W4388569490","https://openalex.org/W4390758288","https://openalex.org/W4393989553","https://openalex.org/W4400989797","https://openalex.org/W4401433922","https://openalex.org/W4402860620","https://openalex.org/W4403138904","https://openalex.org/W4405083955","https://openalex.org/W4406849528","https://openalex.org/W4407080279","https://openalex.org/W4407591383","https://openalex.org/W4408725159","https://openalex.org/W4409163349","https://openalex.org/W4409340775","https://openalex.org/W4409406920","https://openalex.org/W4410996501","https://openalex.org/W4411523782","https://openalex.org/W4413232473","https://openalex.org/W4416093512","https://openalex.org/W4416627320","https://openalex.org/W4417041803","https://openalex.org/W7117994841","https://openalex.org/W7126054554","https://openalex.org/W7142540257","https://openalex.org/W7170184809","https://openalex.org/W7217913767"],"related_works":["https://openalex.org/W2360069148","https://openalex.org/W4382984191","https://openalex.org/W7215546666","https://openalex.org/W2160895964","https://openalex.org/W1169941306","https://openalex.org/W4244418352","https://openalex.org/W4211085328","https://openalex.org/W2980572164","https://openalex.org/W3158310305","https://openalex.org/W2626363811"],"abstract_inverted_index":{"Customer":[0,111],"retention":[1,65,305],"and":[2,19,36,42,66,91,110,127,151,170,175,228,237,250,262,276,280,288,296,306],"entrenchment":[3,67],"strategies":[4,68,180],"are":[5,253],"deliberate":[6],"organizational":[7],"approaches":[8],"through":[9,158],"which":[10,139,163],"firms":[11],"sustain":[12,307],"long-term":[13],"customer":[14,21,40,64,294,301],"relationships,":[15],"reduce":[16],"switching":[17],"behaviour":[18],"strengthen":[20,292],"commitment.":[22],"Commercial":[23],"banks":[24,74,273],"in":[25,30,75,130,135,187,285],"Kenya":[26],"have":[27],"invested":[28],"heavily":[29],"such":[31],"strategies,":[32],"yet":[33],"intensifying":[34],"fintech":[35],"mobile-money":[37],"competition,":[38],"rising":[39],"churn":[41],"fluctuating":[43],"profitability":[44],"indicate":[45],"that":[46,247,271],"their":[47],"contribution":[48],"to":[49,59,303],"competitiveness":[50,71,188],"remains":[51],"unclear.":[52],"The":[53,96,122,178,244],"purpose":[54],"of":[55,63,72,84,142,162,184,257],"this":[56],"study":[57,97,123,245],"was":[58,98,120,145],"examine":[60],"the":[61,70,82,104,148,185,201,254],"effect":[62],"on":[69,94,100],"commercial":[73,132,272],"Nakuru":[76,136],"City,":[77,137],"Kenya.":[78],"Specifically,":[79],"it":[80],"assessed":[81],"influence":[83,203],"service":[85,87,220,248,278],"quality,":[86],"personalization,":[88],"product":[89,229,298],"bundling":[90,230,263],"digital":[92,212,251,290],"platforms":[93,213,252],"competitiveness.":[95],"anchored":[99],"Relationship":[101],"Marketing":[102],"Theory,":[103],"Resource-Based":[105],"View,":[106],"Switching":[107],"Cost":[108],"Theory":[109],"Lifetime":[112],"Value":[113],"Theory.":[114],"A":[115],"descriptive":[116,173],"correlational":[117],"research":[118],"design":[119],"adopted.":[121],"targeted":[124],"376":[125],"managements":[126],"customer-facing":[128],"staff":[129],"62":[131],"bank":[133,258],"branches":[134],"from":[138],"a":[140,159],"sample":[141],"111":[143],"respondents":[144],"drawn":[146],"using":[147,172],"Nassiuma":[149],"formula":[150],"stratified":[152],"random":[153],"sampling.":[154],"Data":[155],"were":[156,165,242],"collected":[157],"structured":[160],"questionnaire,":[161],"96":[164],"returned":[166],"(86.5%":[167],"response":[168],"rate),":[169],"analysed":[171],"statistics":[174],"multiple":[176],"regression.":[177],"four":[179,239],"jointly":[181],"explained":[182],"62.6%":[183],"variation":[186],"(R\u00b2":[189],"=":[190,193,205,215,223,232],"0.626;":[191],"F":[192],"38.068,":[194],"p":[195,207,217,225,234],"<":[196,208,218,226,235],"0.05).":[197],"Service":[198],"quality":[199,249],"had":[200],"strongest":[202],"(\u03b2":[204,214,222,231],"0.460,":[206],"0.05),":[209,219,236],"followed":[210],"by":[211],"0.411,":[216],"personalization":[221,261],"0.277,":[224],"0.05)":[227],"0.159,":[233],"all":[238],"null":[240],"hypotheses":[241],"rejected.":[243],"concludes":[246],"principal":[255],"drivers":[256],"competitiveness,":[259],"while":[260],"play":[264],"significant":[265],"but":[266],"supporting":[267],"roles.":[268],"It":[269],"recommends":[270],"prioritize":[274],"responsive":[275],"accurate":[277],"delivery":[279],"timely":[281],"complaint":[282],"resolution,":[283],"invest":[284],"secure,":[286],"reliable":[287],"user-friendly":[289],"platforms,":[291],"data-driven":[293],"segmentation,":[295],"redesign":[297],"bundles":[299],"around":[300],"needs":[302],"improve":[304],"competitive":[308],"advantage.":[309]},"counts_by_year":[],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2026-11-10T00:00:00"}
