{"id":{"repo_id":"northampton","oai_identifier":"oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43"},"canonical_url":"https://search.dev.ndltd.org/etd/northampton/oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43","repository":{"repo_id":"northampton","name":"University of Northampton","base_url":"https://pure.northampton.ac.uk/ws/oai"},"display":{"title":"Customer retention in retail financial services: an exploratory study","abstract":"This investigation is concerned with how financial services retailers approach the<br/> retention of customers. Markets for financial services have become saturated,<br/> competition has become fiercer and consumers have gained greater confidence in<br/> the consumption of financial services. Traditional retailers of financial services<br/> have begun to look to their existing customers to maintain and improve their<br/> profitability in these turbulent times. They hope that by retaining selected<br/> customers, they will be able to lower their costs by cross-selling financial<br/> products. In spite of considerable practitioner interest in customer retention, to<br/> date there is limited empirical study, in particular, into how retaining customers<br/> might actually be achieved. This study adopts a pluralistic methodology and uses<br/> the perceptions of staff working for financial services retailers to build a picture of<br/> how retention is organised. Interviews with managers and two surveys are<br/> conducted to gather the data, which are then evaluated within a framework of<br/> contemporary marketing. The study finds that there are a number of aspects<br/> involved in retaining customers that include information systems and strategy.<br/> The results of the investigation also suggest that these retailers are organised<br/> around the acquisition of customers and that balancing retention with acquisition<br/> may prove challenging.","abstract_html":"This investigation is concerned with how financial services retailers approach the&lt;br/&gt; retention of customers. Markets for financial services have become saturated,&lt;br/&gt; competition has become fiercer and consumers have gained greater confidence in&lt;br/&gt; the consumption of financial services. Traditional retailers of financial services&lt;br/&gt; have begun to look to their existing customers to maintain and improve their&lt;br/&gt; profitability in these turbulent times. They hope that by retaining selected&lt;br/&gt; customers, they will be able to lower their costs by cross-selling financial&lt;br/&gt; products. In spite of considerable practitioner interest in customer retention, to&lt;br/&gt; date there is limited empirical study, in particular, into how retaining customers&lt;br/&gt; might actually be achieved. This study adopts a pluralistic methodology and uses&lt;br/&gt; the perceptions of staff working for financial services retailers to build a picture of&lt;br/&gt; how retention is organised. Interviews with managers and two surveys are&lt;br/&gt; conducted to gather the data, which are then evaluated within a framework of&lt;br/&gt; contemporary marketing. The study finds that there are a number of aspects&lt;br/&gt; involved in retaining customers that include information systems and strategy.&lt;br/&gt; The results of the investigation also suggest that these retailers are organised&lt;br/&gt; around the acquisition of customers and that balancing retention with acquisition&lt;br/&gt; may prove challenging.","abstract_has_math":false,"creators":["Farquhar, Jillian"],"institution":"University of Northampton","degree_name":"Doctoral Thesis","degree_level":"Student thesis","degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":["P, Johnstone","Brown, R"],"committee_chairs":[],"committee_members":[],"year":2002,"date_issued":"2002","date_published":"2002","updated_at":"2026-07-24T03:26:46Z","subjects":[],"languages":["eng"],"rights":[],"rights_urls":[],"identifier_entries":[{"key":"dc:identifier","label":"Identifier","values":["oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43"],"render_values":[{"text":"oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43","href":null,"code":true}]}]},"links":{"outbound_url":"https://pure.northampton.ac.uk/en/studentTheses/813f4353-45ae-4eab-85b1-562623d49c43","outbound_label":"Repository record","outbound_source":"dc:identifier"},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:contributor.advisor","label":"Advisor","values":["P, Johnstone","Brown, R"]},{"key":"dc:creator","label":"Author","values":["Farquhar, Jillian"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["2002"]},{"key":"dc:date.issued","label":"Date","values":["2002"]},{"key":"dc:publisher.department","label":"Dc Publisher Department","values":["Faculty of Business & Law"]},{"key":"dc:publisher.institution","label":"Dc Publisher Institution","values":["University of Northampton","University of Leicester"]},{"key":"dc:relation.isreferencedby","label":"Dc Relation Isreferencedby","values":["https://pure.northampton.ac.uk/en/studentTheses/813f4353-45ae-4eab-85b1-562623d49c43"]},{"key":"dc:type","label":"Dc Type","values":["Thesis"]},{"key":"dc:type.qualificationlevel","label":"Dc Type Qualificationlevel","values":["Student thesis"]},{"key":"dc:type.qualificationname","label":"Dc Type Qualificationname","values":["Doctoral Thesis"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["eng"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier","label":"Identifier","values":["oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43","https://pure.northampton.ac.uk/en/studentTheses/813f4353-45ae-4eab-85b1-562623d49c43"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["This investigation is concerned with how financial services retailers approach the<br/> retention of customers. Markets for financial services have become saturated,<br/> competition has become fiercer and consumers have gained greater confidence in<br/> the consumption of financial services. Traditional retailers of financial services<br/> have begun to look to their existing customers to maintain and improve their<br/> profitability in these turbulent times. They hope that by retaining selected<br/> customers, they will be able to lower their costs by cross-selling financial<br/> products. In spite of considerable practitioner interest in customer retention, to<br/> date there is limited empirical study, in particular, into how retaining customers<br/> might actually be achieved. This study adopts a pluralistic methodology and uses<br/> the perceptions of staff working for financial services retailers to build a picture of<br/> how retention is organised. Interviews with managers and two surveys are<br/> conducted to gather the data, which are then evaluated within a framework of<br/> contemporary marketing. The study finds that there are a number of aspects<br/> involved in retaining customers that include information systems and strategy.<br/> The results of the investigation also suggest that these retailers are organised<br/> around the acquisition of customers and that balancing retention with acquisition<br/> may prove challenging."]},{"key":"dc:title","label":"Title","values":["Customer retention in retail financial services: an exploratory study"]}]}],"canonical_facts":{"dc:contributor.advisor":["P, Johnstone","Brown, R"],"dc:creator":["Farquhar, Jillian"],"dc:date":["2002"],"dc:date.issued":["2002"],"dc:description.abstract":["This investigation is concerned with how financial services retailers approach the<br/> retention of customers. Markets for financial services have become saturated,<br/> competition has become fiercer and consumers have gained greater confidence in<br/> the consumption of financial services. Traditional retailers of financial services<br/> have begun to look to their existing customers to maintain and improve their<br/> profitability in these turbulent times. They hope that by retaining selected<br/> customers, they will be able to lower their costs by cross-selling financial<br/> products. In spite of considerable practitioner interest in customer retention, to<br/> date there is limited empirical study, in particular, into how retaining customers<br/> might actually be achieved. This study adopts a pluralistic methodology and uses<br/> the perceptions of staff working for financial services retailers to build a picture of<br/> how retention is organised. Interviews with managers and two surveys are<br/> conducted to gather the data, which are then evaluated within a framework of<br/> contemporary marketing. The study finds that there are a number of aspects<br/> involved in retaining customers that include information systems and strategy.<br/> The results of the investigation also suggest that these retailers are organised<br/> around the acquisition of customers and that balancing retention with acquisition<br/> may prove challenging."],"dc:identifier":["oai:pure.atira.dk:studenttheses/813f4353-45ae-4eab-85b1-562623d49c43","https://pure.northampton.ac.uk/en/studentTheses/813f4353-45ae-4eab-85b1-562623d49c43"],"dc:language":["eng"],"dc:publisher.department":["Faculty of Business & Law"],"dc:publisher.institution":["University of Northampton","University of Leicester"],"dc:relation.isreferencedby":["https://pure.northampton.ac.uk/en/studentTheses/813f4353-45ae-4eab-85b1-562623d49c43"],"dc:title":["Customer retention in retail financial services: an exploratory study"],"dc:type":["Thesis"],"dc:type.qualificationlevel":["Student thesis"],"dc:type.qualificationname":["Doctoral Thesis"]},"updated_at":"2026-07-24T03:26:46Z"}