{"id":"https://openalex.org/W4390618547","doi":"https://doi.org/10.3233/web-230098","title":"The Customer Loyalty vs. Customer Retention: The Impact of Customer Relationship Management on Customer Satisfaction","display_name":"The Customer Loyalty vs. Customer Retention: The Impact of Customer Relationship Management on Customer Satisfaction","publication_year":2024,"publication_date":"2024-01-05","ids":{"openalex":"https://openalex.org/W4390618547","doi":"https://doi.org/10.3233/web-230098"},"language":"en","primary_location":{"id":"doi:10.3233/web-230098","is_oa":true,"landing_page_url":"https://doi.org/10.3233/web-230098","pdf_url":"https://content.iospress.com:443/download/web-intelligence/web230098?id=web-intelligence%2Fweb230098","source":{"id":"https://openalex.org/S4210183871","display_name":"Web Intelligence","issn_l":"2405-6456","issn":["2405-6456","2405-6464"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Web Intelligence","raw_type":"journal-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"bronze","oa_url":"https://content.iospress.com:443/download/web-intelligence/web230098?id=web-intelligence%2Fweb230098","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5063847741","display_name":"Ram Kumar Dwivedi","orcid":"https://orcid.org/0009-0008-7327-6012"},"institutions":[{"id":"https://openalex.org/I82571370","display_name":"GLA University","ror":"https://ror.org/05fnxgv12","country_code":"IN","type":"education","lineage":["https://openalex.org/I82571370"]}],"countries":["IN"],"is_corresponding":true,"raw_author_name":"Ram\u00a0Kumar Dwivedi","raw_affiliation_strings":["GLA University, Mathura, Uttar Pradesh, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"GLA University, Mathura, Uttar Pradesh, India","institution_ids":["https://openalex.org/I82571370"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5001146567","display_name":"Shailee Lohmor Choudhary","orcid":null},"institutions":[{"id":"https://openalex.org/I158867519","display_name":"International Management Institute","ror":"https://ror.org/00jatyx22","country_code":"IN","type":"education","lineage":["https://openalex.org/I158867519"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Shailee Lohmor\u00a0Choudhary","raw_affiliation_strings":["Department of Artificial Intelligence and Machine Learning, New Delhi Institute of Management, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Artificial Intelligence and Machine Learning, New Delhi Institute of Management, New Delhi, India","institution_ids":["https://openalex.org/I158867519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5049072711","display_name":"Rinku Sharma Dixit","orcid":"https://orcid.org/0000-0001-6881-7090"},"institutions":[{"id":"https://openalex.org/I158867519","display_name":"International Management Institute","ror":"https://ror.org/00jatyx22","country_code":"IN","type":"education","lineage":["https://openalex.org/I158867519"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Rinku\u00a0Sharma Dixit","raw_affiliation_strings":["Department of Artificial Intelligence and Machine Learning, New Delhi Institute of Management, New Delhi, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Artificial Intelligence and Machine Learning, New Delhi Institute of Management, New Delhi, India","institution_ids":["https://openalex.org/I158867519"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5093659321","display_name":"Zainab Sahiba","orcid":null},"institutions":[{"id":"https://openalex.org/I171210897","display_name":"Aligarh Muslim University","ror":"https://ror.org/03kw9gc02","country_code":"IN","type":"education","lineage":["https://openalex.org/I171210897"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Zainab Sahiba","raw_affiliation_strings":["Department of Mass Communication, Aligarh Muslim University, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Mass Communication, Aligarh Muslim University, India","institution_ids":["https://openalex.org/I171210897"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5110634741","display_name":"S. Naik","orcid":null},"institutions":[{"id":"https://openalex.org/I47639616","display_name":"Centurion University of Technology and Management","ror":"https://ror.org/03js1g511","country_code":"IN","type":"education","lineage":["https://openalex.org/I47639616"]}],"countries":["IN"],"is_corresponding":false,"raw_author_name":"Satyaprakash Naik","raw_affiliation_strings":["School of Management, Centurion University of Technology and Management, Odisha - 752050, India"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"School of Management, Centurion University of Technology and Management, Odisha - 752050, India","institution_ids":["https://openalex.org/I47639616"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":4,"corresponding_author_ids":["https://openalex.org/A5063847741"],"corresponding_institution_ids":["https://openalex.org/I82571370"],"apc_list":{"value":4150,"currency":"USD","value_usd":4150},"apc_paid":null,"fwci":10.2604,"has_fulltext":true,"cited_by_count":20,"citation_normalized_percentile":{"value":0.98254062,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":100},"biblio":{"volume":"22","issue":"3","first_page":"425","last_page":"442"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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":0.9998999834060669,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9972000122070312,"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/T10068","display_name":"Technology Adoption and User Behaviour","score":0.9868000149726868,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.8210653066635132},{"id":"https://openalex.org/keywords/customer-delight","display_name":"Customer delight","score":0.768244206905365},{"id":"https://openalex.org/keywords/customer-advocacy","display_name":"Customer advocacy","score":0.7574434280395508},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.7489681839942932},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"Customer satisfaction","score":0.7018290162086487},{"id":"https://openalex.org/keywords/customer-equity","display_name":"Customer equity","score":0.688006579875946},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.6763295531272888},{"id":"https://openalex.org/keywords/loyalty-business-model","display_name":"Loyalty business model","score":0.6589103937149048},{"id":"https://openalex.org/keywords/customer-to-customer","display_name":"Customer to customer","score":0.6334739923477173},{"id":"https://openalex.org/keywords/customer-intelligence","display_name":"Customer intelligence","score":0.6235781311988831},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.541122317314148},{"id":"https://openalex.org/keywords/customer-profitability","display_name":"Customer profitability","score":0.5274812579154968},{"id":"https://openalex.org/keywords/service","display_name":"Service (business)","score":0.25770214200019836}],"concepts":[{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.8210653066635132},{"id":"https://openalex.org/C77197577","wikidata":"https://www.wikidata.org/wiki/Q17009646","display_name":"Customer delight","level":5,"score":0.768244206905365},{"id":"https://openalex.org/C31367271","wikidata":"https://www.wikidata.org/wiki/Q5196444","display_name":"Customer advocacy","level":4,"score":0.7574434280395508},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.7489681839942932},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7018290162086487},{"id":"https://openalex.org/C53100981","wikidata":"https://www.wikidata.org/wiki/Q5196454","display_name":"Customer equity","level":5,"score":0.688006579875946},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6763295531272888},{"id":"https://openalex.org/C146897074","wikidata":"https://www.wikidata.org/wiki/Q1932925","display_name":"Loyalty business model","level":4,"score":0.6589103937149048},{"id":"https://openalex.org/C63207073","wikidata":"https://www.wikidata.org/wiki/Q1076010","display_name":"Customer to customer","level":5,"score":0.6334739923477173},{"id":"https://openalex.org/C57660159","wikidata":"https://www.wikidata.org/wiki/Q5196460","display_name":"Customer intelligence","level":5,"score":0.6235781311988831},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.541122317314148},{"id":"https://openalex.org/C53878828","wikidata":"https://www.wikidata.org/wiki/Q5196468","display_name":"Customer profitability","level":5,"score":0.5274812579154968},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.25770214200019836}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.3233/web-230098","is_oa":true,"landing_page_url":"https://doi.org/10.3233/web-230098","pdf_url":"https://content.iospress.com:443/download/web-intelligence/web230098?id=web-intelligence%2Fweb230098","source":{"id":"https://openalex.org/S4210183871","display_name":"Web Intelligence","issn_l":"2405-6456","issn":["2405-6456","2405-6464"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Web Intelligence","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.3233/web-230098","is_oa":true,"landing_page_url":"https://doi.org/10.3233/web-230098","pdf_url":"https://content.iospress.com:443/download/web-intelligence/web230098?id=web-intelligence%2Fweb230098","source":{"id":"https://openalex.org/S4210183871","display_name":"Web Intelligence","issn_l":"2405-6456","issn":["2405-6456","2405-6464"],"is_oa":false,"is_in_doaj":false,"is_core":true,"host_organization":"https://openalex.org/P4310318577","host_organization_name":"IOS Press","host_organization_lineage":["https://openalex.org/P4310318577"],"host_organization_lineage_names":["IOS Press"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Web Intelligence","raw_type":"journal-article"},"sustainable_development_goals":[{"score":0.5699999928474426,"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4390618547.pdf","grobid_xml":"https://content.openalex.org/works/W4390618547.grobid-xml"},"referenced_works_count":32,"referenced_works":["https://openalex.org/W121806351","https://openalex.org/W1969757233","https://openalex.org/W1991305482","https://openalex.org/W2029975549","https://openalex.org/W2030645243","https://openalex.org/W2080797836","https://openalex.org/W2099043863","https://openalex.org/W2115026942","https://openalex.org/W2281932030","https://openalex.org/W2301258341","https://openalex.org/W2571933878","https://openalex.org/W2762511664","https://openalex.org/W2789356345","https://openalex.org/W2902782648","https://openalex.org/W2911312824","https://openalex.org/W2949855834","https://openalex.org/W2964439906","https://openalex.org/W3005395754","https://openalex.org/W3009956867","https://openalex.org/W3049461603","https://openalex.org/W3090439599","https://openalex.org/W3110978432","https://openalex.org/W3133250130","https://openalex.org/W3155792442","https://openalex.org/W3180735023","https://openalex.org/W4200032636","https://openalex.org/W4200110746","https://openalex.org/W4200147825","https://openalex.org/W4295204230","https://openalex.org/W6605055047","https://openalex.org/W6748890910","https://openalex.org/W6794170752"],"related_works":["https://openalex.org/W2274639754","https://openalex.org/W1561149111","https://openalex.org/W2348240852","https://openalex.org/W2888763787","https://openalex.org/W2124748206","https://openalex.org/W2377819298","https://openalex.org/W577112707","https://openalex.org/W2909201563","https://openalex.org/W3035155708","https://openalex.org/W3017474797"],"abstract_inverted_index":{"In":[0],"this":[1,53,70],"competitive":[2],"world,":[3],"companies":[4],"should":[5,139],"sustain":[6],"good":[7],"relationships":[8],"with":[9,114,144],"their":[10,135,180,187,193,197],"consumers.":[11,146],"CRM":[12,36,138,147],"(customer":[13],"relationship":[14,46],"management)":[15],"program":[16],"can":[17,191],"improve":[18],"the":[19,35,45,56,75,94,97,115,125,129,137,145,170,184],"company\u2019s":[20],"customer":[21,25,48,110,130,160,163,188],"satisfaction;":[22],"to":[23,33,43,92,133,165,169,172],"satisfy":[24,192],"need":[26,111,185],"different":[27,118],"processes":[28],"and":[29,50,106,112,132,142,162,189,195],"technique":[30],"are":[31,183],"established":[32],"make":[34,128],"more":[37],"effective.":[38],"This":[39,99],"research":[40,54],"is":[41,72,87,179],"proposed":[42],"determine":[44],"between":[47,96],"loyalty":[49,168],"retention.":[51],"Also,":[52],"examines":[55],"impact":[57],"of":[58,69,74,109,117,120,123,177,186],"Customer":[59,64],"Relationship":[60],"Management":[61],"(CRM)":[62],"on":[63],"Satisfaction.":[65],"The":[66],"target":[67],"population":[68],"study":[71,100],"customers":[73],"tourism":[76],"industry":[77],"in":[78,90,152],"India":[79],"(":[80],"n":[81],"=":[82],"300).":[83],"Then,":[84],"regression":[85],"analysis":[86],"carried":[88],"out":[89],"order":[91],"discover":[93],"link":[95],"variables.":[98,126],"result":[101],"shows":[102],"that":[103],"service":[104],"quality":[105],"employee":[107],"behavior":[108],"satisfaction":[113,164],"effect":[116],"significant":[119],"positive":[121],"relation":[122],"both":[124],"To":[127],"satisfied":[131],"retain":[134],"company":[136,171],"be":[140],"strong":[141],"reliable":[143],"plays":[148],"a":[149,174],"vital":[150],"role":[151],"increasing":[153],"market":[154],"share,":[155],"high":[156],"productivity,":[157],"improving":[158],"in-depth":[159],"knowledge,":[161],"increase":[166],"consumer":[167],"have":[173],"clear":[175],"view":[176],"who":[178],"customer,":[181],"what":[182],"how":[190],"needs":[194],"wants":[196],"customers.":[198]},"counts_by_year":[{"year":2026,"cited_by_count":1},{"year":2025,"cited_by_count":16},{"year":2024,"cited_by_count":3}],"updated_date":"2026-08-23T07:36:19.812096","created_date":"2025-10-10T00:00:00"}