Engineering and Management Strategies for Customer Retention Implemented by the Suppliers of Micro Contamination Solutions Provider in Calamba City

Authors

  • Maria Nenita C. Molinyawe

Keywords:

management industrial engineering

Abstract

This study intends to determine the engineering and management strategies for customer retention implemented by the suppliers of Micro Contamination Solutions Provider Company in Calamba City. Specifically, it sought to answer the respondents’ profile, their measurement of conformity in terms of identified management and industrial engineering strategies as well as their agreement on the factors presented to successfully retained customers. In addition, it sought to discover the significant difference on the level of respondents’ conformity when group according to their profile. Finally, to identify the respondents’ rating to the presented benefits of customer retention. It employed a descriptive method to describe the qualitative features of the data acquired in the constructed 4 parts -survey questionnaire utilizing 5-point Likert scale. Then, the gathered data were statistically treated thru frequency and percentage, weighted mean, overall weighted mean and one-way analysis of variance utilizing SPSS version 25 software. It revealed that 57% of the respondents graduated from a 4-year Bachelor’s degree, 49% were Sales and Marketing Staff with one year or less (34%) working experiences in their current position. Lastly, 69% were with businesses concentrated on manufacturing products or producing goods. The respondents had positive feedback on all enumerated management strategies: value creation, creation of bonds, switching barriers, establishing of zero defection culture and effective recovery systems, with highest OWM of 4.62. Furthermore, there was great accordance on Industrial Engineering practices such as implementation of quality, lean practices, continuous improvement and inventory management with highest at OWM of 4.76. Testing of significant difference on strategies and factors of customer retention yielded to the rejection of 3 hypotheses namely: effective recovery system according to the type of industry, lean practices according to position and customer service according to the type of industry. Finally, identified benefits of customer retention were rated significantly by the respondents. These were: revenues grow over time, cost to serve is lower, referrals are generated, higher prices are paid, customer retention is cheaper than acquisition, engaged customers provide more feedback, existing customers will explore the brand other than the current products and services and finally, loyal customers are more forgiving when mistakes or error occurs.

Published

2018-10-18