THE ROLE OF CUSTOMER SATISFACTION IN RETAINING INDUSTRIAL CLIENTS IN STEEL INDUSTRY
DOI:
https://doi.org/10.29121/ijetmr.v12.i3.2025.1699Keywords:
Customer Satisfaction, Client Retention, Steel Industry, B2B Marketing, Service Quality, Relationship ManagementAbstract
This study examines the role of customer satisfaction in an intensely competitive business-to-business market and its impact on the retention capability of the steel industry regarding its industrial customers. The key factors that influence customer loyalty, namely product quality, regular and appropriate pricing, on-time delivery, technical support, and after-sales service, are identified. The link between satisfaction and long-term retention was studied through primary data from direct interaction with clients and secondary data extracted from business records. The results show that building trust and maintaining relationships require timely responses to client needs, effective communication, and dependability.
According to the study's findings, customer satisfaction and relationship management are the most important factors influencing client loyalty and company expansion in the steel industry, even though innovation and technology improve product performance.
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References
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