Using beta regression to explore the relationship between service attributes and likelihood of customer retention for the container shipping industry

Kee Kuo Chen, Rong-Her Chiu and Ching-Ter Chang

Transportation Research Part E: Logistics and Transportation Review, 2017, vol. 104, issue C, 1-16

Abstract: This study segments container shipping market by analyzing the relationships between service attributes and likelihood of customer retention for the container shipping industry and find: (1) service quality, as a partitioned variable, separates the overall model into five sub-models having different functional relationships, (2) the attributes of price and discount, personal selling and customer relationship have significant impact on likelihood of customer retention, (3) satisfactory price and discounts are a necessary attribute to support the likelihood of customer retention, and (4) satisfactory personal selling is the most important attribute for increasing the likelihood of customer retention.

Keywords: Beta regression tree; Customer retention; Container shipping industry (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (5)

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DOI: 10.1016/j.tre.2017.04.015

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