Dissertations / Theses on the topic 'Customer retention'
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Kankam, Boadu Ama Achiaa [Verfasser]. "Customer Relationship Management and Customer Retention / Ama Achiaa Kankam Boadu." München : GRIN Verlag, 2019. http://d-nb.info/1199344958/34.
Full textCassab, Harold. "Multi-channel service : performance and implications for customer retention /." Thesis, Connect to this title online; UW restricted, 2005. http://hdl.handle.net/1773/8749.
Full textWalcott, Ronald. "Customer Retention in Highly Saturated Telecommunications Markets." Thesis, Northcentral University, 2016. http://pqdtopen.proquest.com/#viewpdf?dispub=10147091.
Full textThe mobile telecommunications industry continues to experience global growth, as manifested through the number of global mobile subscriptions. There are 6.8 billion mobile subscriptions globally and 3.4 billion mobile customers. The telecommunications industry is liberalized and considered one of the most competitive industries in the world. In the highly competitive mobile telecommunications industry, customer retention, not customer addition, is the focal point of business leaders. The general business problem was the continued inability of some business leaders to retain customers in a highly saturated market, which results in revenue erosion. The specific business problem was the limited knowledge of some telecommunications business leaders about effective strategies on how to retain telecommunications customers in a highly saturated market. The purpose of this qualitative, exploratory, multicase study was to explore effective strategies on how to retain telecom customers in a highly saturated market. During the data collection, 25 cognitive interviews were conducted with selected participants from Telecommunications Services of Trinidad and Tobago, a telecommunications company that operates in the highly saturated market in Trinidad and Tobago. In this study, the plan was to explore specific attributes that affect the retention of mobile phone customers in a highly saturated market. The top two customer retention considerations for telecom business leaders were value and customer service quality. Telecom business leaders should employ these two findings because they are the most effective strategies for customer retention in highly saturated telecommunications markets. This study on customer experience was the first part of a four-part study. Further research into the other three parts of this study, which are competition, the organization, and the environment, is necessary to provide a comprehensive holistic approach to customer retention in highly saturated telecommunications markets.
Cohen, D., C. Gan, Yong H. H. Au, and E. Chong. "Customer retention by banks in New Zealand." Thesis, Українська академія банківської справи Національного банку України, 2007. http://essuir.sumdu.edu.ua/handle/123456789/60635.
Full textBailey, Christine R. "How companies use customer insight to drive customer acquisition, development and retention." Thesis, Cranfield University, 2008. http://hdl.handle.net/1826/3197.
Full textNaveed-ur-Rehman, Muhammad. "Customer Retention Strategies of Compressed Natural Gas (CNG) in a Developing Country (Pakistan)." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-24338.
Full textMgbemena, Chidozie Simon. "A data-driven framework for investigating customer retention." Thesis, Brunel University, 2016. http://bura.brunel.ac.uk/handle/2438/13175.
Full textAhmad, Rizal. "Customer retention management : influence of context on practice." Thesis, University of Manchester, 1999. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.493955.
Full textBäck, Eneroth Moa. "An analysis of customer retention using data mining." Thesis, KTH, Skolan för elektroteknik och datavetenskap (EECS), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-235709.
Full textDetta examensarbete hade som målsättning att svara på frågan huruvida användandet av tredje-parts-applikationer, utöver användandet av originalprodukten, har en inverkan på kundlojalitet hos ett företag som arbetar med att hantera digitala rättigheter. Studien utgick ifrån nollhypotesen att det inte finns en relationen mellan den beroende variabeln kundlojalitet och den oberoende variabeln användandet av tredje-parts-applikationer. För att kunna utvärdera huruvida hypotesen kan förkastas eller inte, analyseras relationen mellan detvå variablerna med hjälp av logistisk regression. Resultatet visade att att det fanns en positiv inverkan för valt dataset. Följaktligen var slutsatsen att det potentiellt skulle kunna finnas en positiv korrelation mellan de två variablerna och nollhypotesen kunde därför förkastas.
Otaigbe, Edmund Ehichioya. "Exploring Satisfaction and Retention Strategies for Generation Y Customers." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5242.
Full textCraucamp, Frederik Willem. "Factors influencing customer retention, satisfaction and loyalty in the South African banking industry." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9009.
Full textThesis (MBA)--North-West University, Potchefstroom Campus, 2013.
Madzivhandila, Rofhiwa. "Investigating factors affecting customer retention at Nedbank South Africa." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020100.
Full textBergman, Louise, and Dina Hatab. "Lojalitet och kundnöjdhet : En fallstudie om hur hotellreceptionister arbetar med lojalitetsprogram." Thesis, Örebro universitet, Restaurang- och hotellhögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:oru:diva-51927.
Full textShanahan, Yvonne Petronella. "A Contingent Examination of Strategy-Cost System Alignment: Customer Retention and Customer Profitability Analysis." Thesis, University of Canterbury. Accountancy, Finance and Information Systems, 2002. http://hdl.handle.net/10092/865.
Full textSlabbert, Gabriel Johannes. "Facilitating customer retention in hotels in the Garden Route." Thesis, Nelson Mandela Metropolitan University, 2010. http://hdl.handle.net/10948/1552.
Full textYam, Bonga Sherperd Elvis. "Factors affecting customer retention at an automative manufacturing organisation." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1018573.
Full textDippenaar, Hendrik. "Factors influencing customer retention in the financial planning industry." Thesis, Nelson Mandela Metropolitan University, 2013. http://hdl.handle.net/10948/d1020809.
Full textFarquhar, Jillian. "Customer retention in retail financial services : an exploratory study." Thesis, University of Leicester, 2002. http://hdl.handle.net/2381/4616.
Full textFERREIRA, JORGE BRANTES. "DATA MINING APPLIED TO CUSTOMER RETENTION IN WIRELESS TELECOMMUNICATIONS." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2005. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=7070@1.
Full textO objetivo desta dissertação é propor um sistema de mineração de dados completo para a solução de problemas de retenção de clientes, presentes nas mais variadas indústrias. Tal solução reside na correta identificação, em meio a gigantescas bases de dados, dos clientes cujos perfis e históricos de comportamento denotam que sua saída da empresa é iminente. Agindo então sobre a inteligência gerada a partir desta classificação de clientes, incentivos e ações de retenção devem ser postos em prática para evitar e/ou minimizar a perda para algum concorrente de clientes valiosos. Ao longo do processo de mineração de dados, deu-se atenção ao processo de preparação e representação dos dados e métodos de seleção de variáveis, na tentativa de melhorar e otimizar o desempenho dos modelos a serem estudados. Vários modelos diferentes foram testados, otimizados e comparados na tarefa de classificação de clientes como aqueles que permanecerão na empresa ou aqueles que apresentam riscos de abandono. Entre os modelos estudados estão: redes neurais, sistemas neuro-fuzzy hierárquicos, algoritmos genéticos, árvores de decisão e máquinas de vetor de suporte. Em particular, avaliou-se a questão do abandono de clientes (churn) na indústria de telecomunicações móvel brasileira, devido à disponibilidade de dados reais para a análise. Foi feito um estudo abrangente do problema do churn, identificando suas causas, conseqüências e detalhes. Conclui-se com uma análise do impacto da implementação da metodologia proposta em ações de retenção de clientes, sob o prisma da lucratividade ou corte de despesas em que tal utilização implicaria.
The goal of this work is to propose a complete data mining system for the solution of customer retention problems, commonly found in many industries. Such a solution encompasses the accurate identification among huge amounts of data of those consumers who would most likely end their relationship with the firm, based on their historical behavior and individual profile. Acting upon the intelligence provided by a precise customer classification, incentives and retention actions should be put into practice to prevent or minimize the losses of valuable clients to competitors. Throughout the data mining process designed here, great care was given to the preparation and representation of the data and to input selection methods, in an effort to optimize the performance of the classification models. Various different classification techniques have been tested, with the objective of finding the one best suited for the task at hand: to pinpoint those customers who present clear risks of abandoning the analyzed company. Among the studied models were neural networks, decision trees, genetic algorithms, neuro-fuzzy systems and SVMs (Support Vector Machines). As a case study, the issue of churn (loss of customer to a competitor) in the Brazilian wireless telecommunications was tackled, due to the availability of data. A detailed study was made, identifying the causes, consequences and details of the business problem. As a conclusion, the great impact of the implementation of the proposed system in retention strategies of wireless carriers is evaluated, under the view of the profitability that would be generated by its use.
McCrory, Barbara. "Customer retention through the equal incorporation of continuous improvement (CI), culture and customer service." Thesis, Edinburgh Napier University, 2013. http://researchrepository.napier.ac.uk/Output/6439.
Full textDatta, Palto Ranjan. "Relationship marketing and customer retention in Bangladesh's food retailing sector." Thesis, University of Hertfordshire, 2017. http://hdl.handle.net/2299/19697.
Full textGouws, Nadia. "Identifying factors that influence customer retention in a South African retail bank." Thesis, North-West University, 2012. http://hdl.handle.net/10394/9032.
Full textThesis (MBA)--North-West University, Potchefstroom Campus, 2013.
Lin, Chien-Chiang. "Evaluating effects of customer satisfaction, customer loyalty and store image on customer retention: an examination in retail setting." Thesis, University of Manchester, 2005. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.488381.
Full textBurnham, Thomas Adams. "Measuring and managing consumer switching costs to improve customer retention in continuous services /." Digital version accessible at:, 1998. http://wwwlib.umi.com/cr/utexas/main.
Full textLyttle, Brooke Ellen. "The Influence of Customer Relationship Management to Customer Satisfaction and Retention in Propery and Casualty Insurance." Cleveland State University / OhioLINK, 2008. http://rave.ohiolink.edu/etdc/view?acc_num=csu1210797828.
Full textKuranchie, Frank Kojo. "The Effect of Customer Relationship Marketing on Customer Retention in the Ghanaian Banking Sector : A case study of Intercontinental Bank Ghana Limited." Thesis, Blekinge Tekniska Högskola, Sektionen för management, 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1102.
Full textP.O.Box 3077, Kaneshie, Accra Ghana. 0233 244184980/0233 271015288
Gurbag, Ali, and Valuis Guadalupe Katherine Morales. "Increasing the efficiency of marketing e-mail in customer retention." Thesis, Högskolan i Jönköping, Internationella Handelshögskolan, 2016. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-30301.
Full textXaluva, Bongiwe Lumka. "Improving customer retention at a selected medical fund through internal service quality and customer relationship management." Thesis, Nelson Mandela Metropolitan University, 2012. http://hdl.handle.net/10948/d1008118.
Full textLe, Roux Jan Nicholaas. "The dynamic linkage between customer satisfaction, retention and profitability : the nuclei drivers of success." University of South Africa, 2009. http://hdl.handle.net/10500/155.
Full textDANTAS, MANUELA ALENCAR DA CRUZ. "A MODEL TO MEASURE CUSTOMERS CANCELLATION RISK IN TELECOMMUNICATIONS - THE APPLICATION OF LOGISTIC REGRESSION FOR CUSTOMER RETENTION." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2009. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=14704@1.
Full textThe current organizational environment is marked by a high competitiveness, high turbulence and rapid and discontinuous changes in companies’ macro environment. Scenario requires focus on customers and strategies geared towards maintaining a fruitful relationship for both parties (customer and company), with long-term vision. This dynamics of this market is the main focus of this research, which focuses on customer retention as a competitive strategy to increase value for companies. The objective then is to develop a tool that assists in defining the profile of customers most likely to break the relationship (churn), allowing the company forward to this event, becoming more pro-active, and thus being more efficient in their business processes. In this regard was a comprehensive literature review on consumer behavior, relationship marketing, customer retention, market segmentation and churn in telecommunications. After the theoretical basis and guidance offered by works consulted, the practice was performed by a statistical tool based on data available from a telecommunications company, using binary logistic regression model for the propensity of cancellation. The result achieved an overall success rate of 79,2%, composed of 13 variables that may facilitate identification of the profile of customers most likely to cancellation, further indicating that only 8% of the database have more than 80% chance to be canceled. These results demonstrate the possibility and importance of the identification of customers likely to churn, as well as those that the company must attract and retain to be able to develop efficient and profitable practice.
Myoli, Chuma. "A customer retention framework for the port of Ngqura container commodity." Thesis, Nelson Mandela Metropolitan University, 2017. http://hdl.handle.net/10948/14179.
Full textPetzer, Daniël Johannes. "Customer retention management for the hotel industry in Gauteng / D.J. Petzer." Thesis, North-West University, 2005. http://hdl.handle.net/10394/1722.
Full textAlshurideh, Muhammad Turki. "Customer service retention : a behavioural perspective of the UK mobile market." Thesis, Durham University, 2010. http://etheses.dur.ac.uk/552/.
Full textAnaman, Michael. "Toward a model of customer experience." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5685.
Full textJylhä, Emmy. "Customer Defection and Value in Business-to-Business Relationships." Thesis, Linnéuniversitetet, Institutionen för marknadsföring (MF), 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-76387.
Full textSelivanova, Olga. "Building Loyalty in Consumer Markets." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-18103.
Full textNordlöf, Jessica, Matilda Svensson, and Emily Frost. "Relationship Marketing in the Travel Industry : A Two Sided Perspective." Thesis, Jönköping University, JIBS, EMM (Entrepreneurship, Marketing, Management), 2010. http://urn.kb.se/resolve?urn=urn:nbn:se:hj:diva-11560.
Full textThe purpose of this thesis is to analyze how Stockholm based travel agencies understand and use relationship marketing and how it is perceived by customers.
Relationship marketing is defined by Grönroos as a building of relationships with customers to achieve mutual benefits. Four main objectives of relationship marketing were used to contextualise the term: service quality, personalisation, differentiation, and communica-tion.In order to answer the purpose, the authors have chosen to interview three travel agen-cies that focus on offering tailor made travel for different target groups. Sampling was used to find these travel agencies, as the total number of travel agencies in the Stock-holm area is too large to interview. Also, customers who have travelled with two of the travel agencies were interviewed. Further, several theoretical frameworks are presented in order to provide the reader with a view of relationship marketing, and were used in the design and the questions asked both companies and customers.
From the interviews with the companies it was found that all of them have different views of what relationship marketing is, and that they have different ways of imple-menting it. The views of relationship marketing differ from building a strong brand im-age to managing actual relationships with customers.
The main efforts of relationship marketing that the companies are involved in are delivering personalized travel and high service quality to customers.It was found in the interviews with customers that their view on what makes good ser-vice is similar to that of company views. What is most important to customers is that the perceived quality matches, or exceeds, the experienced one. There are several things that companies can do to attract and retain customers including having rewards clubs, sending out a moderate amount of newsletters, and providing a personal seller for customers.
Meyer, I. T. "Challenges facing a financial insitution to improve service quality and customer retention." Thesis, Port Elizabeth Technikon, 2001. http://hdl.handle.net/10948/45.
Full textEaston, Robert W. "The consequences of quality : the effects of customer satisfaction on tenant retention." Thesis, Massachusetts Institute of Technology, 1993. http://hdl.handle.net/1721.1/65690.
Full textGarcia, Colette R. "A mentor program to improve performance and retention of customer service representatives." [Denver, Colo.] : Regis University, 2009. http://165.236.235.140/lib/CGarcia2009.pdf.
Full textFourie, Andre'. "Customer retention." Thesis, 2018. https://hdl.handle.net/10539/25958.
Full textThe aim of this study is to model the probability of a customer to attrite/defect from a bank where, for example, the bank is not their preferred/primary bank for salary deposits. The termination of deposit inflow serves as the outcome parameter and the random forest modelling technique was used to predict the outcome, in which new data sources (transactional data) were explored to add predictive power. The conventional logistic regression modelling technique was used to benchmark the random forest’s results. It was found that the random forest model slightly overfit during the training process and loses predictive power during validation and out of training period data. The random forest model, however, remains predictive and performs better than logistic regression at a cut-off probability of 20%.
MT 2018
NEHA. "CUSTOMER RETENTION ANALYSIS." Thesis, 2016. http://dspace.dtu.ac.in:8080/jspui/handle/repository/14920.
Full textWu, Chung-yueh, and 吳宗嶽. "The Effects of Relationship Quality and Customers' Expectation on Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/23bh78.
Full text國立臺灣科技大學
企業管理系
94
Firms are recognizing the value of establishing close relationships with their customers as a means of retaining existing customers. Although relationship quality is recognized as a central construct in the relationship marketing literature, current models of relationship quality only focuses the influence of past experience customer. In this research, we advance the notion that when deciding whether to continue a product or service relationship, consumers not only consider past relationship with the firm, but also incorporate future considerations regarding the service. Results indicate that the evaluation of relationship quality has a positive effect on expected future use, and both the relationship quality and expected future use also affect customer retention positively.
Chen, Sen-wen, and 陳森文. "The Effects of Switching Barriers and Customers’ Expectation on Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/pzwm5f.
Full text國立臺灣科技大學
企業管理系
94
For both academics and practitioners, the dominant focus of customer relationship management has been customer retention. The benefits of retaining customers to the organization are higher margins and faster growth, derived from the notion that the longer a customer stays with an organization, generally the higher the profit. However, as competition has intensified and markets become saturated, the concern regarding lost customer has grown. As a result, customer retention has indeed become a important factor for firm success. Switching barriers represent any factor, which makes it more difficult or costly for consumers to change providers. Extant literature indicated that switching barriers has significant influence on customer retention. However, the effect of switching barriers to customer retention depends on whether customers can be aware of the anticipated regret derived from the barriers. Our finding indicates that marketing managers ought to establish switching barriers and anticipated regret for customer retention strategies.
Hsiao, Kai-Chung, and 蕭凱中. "An Intelligent Customer Retention Management System." Thesis, 2005. http://ndltd.ncl.edu.tw/handle/37062054899233710780.
Full text國立臺灣科技大學
資訊工程系
93
Competition in the wireless telecommunications industry is fierce. To maintain profitability, carriers must control churn, meaning the loss of subscribers who defects from one carrier to another. This thesis proposes an intelligent customer retention management system to deal with the customer retention problem. The system first learns a churn prediction model by the decision tree-based technique from a historical subscriber database. The churn model is then optimized to support the prediction of defection probability of a customer. The system also constructs a policy model from mapping the analyzed churn attribute clusters to the retention policy ontology. The policy model supports automatic proposal of suitable retention policies to retain a potential churner provided that she is a valuable subscriber. Our experiment shows the learned churn model has around 85% of correctness in tenfold cross-validation. And a preliminary test on proposing suitable package plans shows the policy model works equally well as a commercial website. The contributions of the work are as follows. First, the churn attribute clusters we discovered show some significant relationships among the attribute values, which can reveal why a customer defects more effectively. Second, the retention policy ontology we constructed not only can support the construction of the policy model in our system but also can support general retention policy design and analysis. Finally, the fact that the system can automatically propose proper retention policies for potential churners according to their specific characteristics is new and important in customer retention study.
Tu, I.-Fan, and 涂逸凡. "Analysis of Retail Customer Retention Model." Thesis, 2018. http://ndltd.ncl.edu.tw/handle/869t8f.
Full text國立政治大學
資訊管理學系
106
With outstanding prediction and segmentation performance, the RFM(Recency, Frequency, Monetary) model has been widely used in various business area. Based on the classic Pareto/NBD(Schmittlein et al., 1987) model, the Pareto/GGG model(Platzer & Reutterer, 2016) proposes a new concept ITTs(Inter Transaction Times) including a new parameter k which describes the regularity of purchase behaviors. With 120 thousands transaction record of a leading convenience store in Taiwan, this research analyzes the predictive performance of the Pareto/GGG model. Additionally, using parameter estimated from Markov chain Monte Carlo as input features, we conduct supervised learning on customer purchase frequencies to improve forecast accuracy of customer shopping behaviors.
Bologo, Takalani Mercedes. "Assessing challenges in customer retention in the insurance industry : a case study of Old Mutual Thohoyandou." Diss., 2015. http://hdl.handle.net/11602/1049.
Full textHUANG, HSIAO-CHI, and 黃曉琪. "The Relationships among Bank Service Quality, Customer Relationship and Customer Retention." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/07178154676220725242.
Full text輔仁大學
金融與國際企業學系金融碩士在職專班
104
With the liberalization of financial markets and innovation of information technological, banks not only encoanter strict competition within the industry but also face the pressure of transformation. In addition to provide clients customized financial products, there should be more immediate and convenient financial services to warm customers. Through the questionnaire analysis, the results show that: both the quality of banking services and customer relationship, have significant positive effect on customer retention. Besides, customer relationship has intermediary effect between both of them customer retention and service quality. While, friendly service and professional and reliable attitude contributes to improve customer relationships, It is another way to provide customers with reasonably priced financial products to increase customer’s satisfaction and loyalty. As a result, customers are willing to concentrate their idle funds to one certain bank and allow the bank become their partners.
Tegshburen, Bat-Urnukh, and Bat-Urnukh Tegshburen. "Customer Retention at Brau Haus Restaurant Pub." Thesis, 2013. http://ndltd.ncl.edu.tw/handle/75661329115107098869.
Full text亞洲大學
國際企業學系碩士班
101
In today’s highly competitive business environment, business research is becoming increasingly important to all type of business. Generally this paper aimed to analyze customer retention at Brau Haus restaurant pub. The research was done by methodology and framework of this research study which are vital parts to achieve its objective. Function of the framework is to analyze relationship between customer retention and employee retention at Khan Brau Company. The researcher collected the primary data through conducting questionnaire from 111 respondents; all the respondents were customers at Khan Brau restaurant ant and pub. Secondary data obtained from internet. The sample characteristics were based on the demographic analysis such as gender, age range, and monthly household income etc. When collecting necessary data the researcher has chosen Non-probability technique and convenience sampling method due to availability and limited timeframe.
Ou-Yang, Guang-Zhong, and 歐陽光中. "A Study of Relationship between Customer Knowledge, Switching Costs and Customer Retention." Thesis, 2006. http://ndltd.ncl.edu.tw/handle/81705389196318305309.
Full text國立臺北大學
企業管理學系
94
For a long time, enterprises all measure customers’ repurchase probability by using customer satisfaction. In recent years, many researches discover that satisfaction isn’t always linked the customer repurchase. Burnham et al. (2003) found that switching costs’ ability to predict customer retention is twice the customer satisfaction. Capraro et al. (2003) also pointed out customer knowledge and satisfaction would influence the likelihood of customer defection at the same time. And customer knowledge is more powerful than customer satisfaction. As the measure of portable number put into practice, customers’ switching costs must be decreasing dramatically. The era of information explosion also make customer more knowledgeable about product knowledge. Under this situation, consumers’ likelihood of leaving current supplier would be greatly increasing. How to avoid customers’ switching costs greatly decline and the damage of customer knowledge would be a problem the service providers have to face. Burnham et al. (2003) viewed customer’s expertise as the antecedent of switching costs and indirectly influence customers’ intention to stay. Capraro et al. (2003) thought customer knowledge would influence the likelihood of customer retention directly. For understanding the relationship between customer knowledge, switching costs and customer retention, and how these variables influence the telecommunication industry, the study uses SEM to examine the relationship between those three variables, and hopes to achieve following three purposes. (1) Establishing the relation model of customer knowledge, switching costs and customer retention. (2) Comparing the influences between different kinds of switching costs. (3) To find out whether customer knowledge has the direct and indirect influence on customer retention at the same time. The result suggests the relation model of those three variables has well goodness of fit. The personal relationship loss costs have the biggest influence between all kinds of switching costs. Customer knowledge not only negatively and directly influences the customer retention, but also indirectly declines the likelihood of customer retention by decreasing switching costs. Fortunately, the all negative effect of customer knowledge still smaller than the positive effect of switching costs. The result provides a good strategic tool for telecommunication service providers to retain their customers after the measure of portable number put into practice.