Get quick answers to your questions about the article from our AI researcher chatbot
{'id': 'https://openalex.org/W3011215506', 'doi': 'https://doi.org/10.1080/23311975.2020.1738200', 'title': 'Enhancing customer retention using customer relationship management approach in car loan bussiness', 'display_name': 'Enhancing customer retention using customer relationship management approach in car loan bussiness', 'publication_year': 2020, 'publication_date': '2020-01-01', 'ids': {'openalex': 'https://openalex.org/W3011215506', 'doi': 'https://doi.org/10.1080/23311975.2020.1738200', 'mag': '3011215506'}, 'language': 'en', 'primary_location': {'is_oa': True, 'landing_page_url': 'https://doi.org/10.1080/23311975.2020.1738200', 'pdf_url': 'https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1738200?needAccess=true', 'source': {'id': 'https://openalex.org/S2738076829', 'display_name': 'Cogent Business & Management', 'issn_l': '2331-1975', 'issn': ['2331-1975'], 'is_oa': True, 'is_in_doaj': True, 'is_core': True, 'host_organization': 'https://openalex.org/P4310311767', 'host_organization_name': 'Cogent OA', 'host_organization_lineage': ['https://openalex.org/P4310311767'], 'host_organization_lineage_names': ['Cogent OA'], 'type': 'journal'}, 'license': 'cc-by', 'license_id': 'https://openalex.org/licenses/cc-by', 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}, 'type': 'article', 'type_crossref': 'journal-article', 'indexed_in': ['crossref'], 'open_access': {'is_oa': True, 'oa_status': 'gold', 'oa_url': 'https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1738200?needAccess=true', 'any_repository_has_fulltext': False}, 'authorships': [{'author_position': 'first', 'author': {'id': 'https://openalex.org/A5056009467', 'display_name': 'Megawati Simanjuntak', 'orcid': 'https://orcid.org/0000-0003-1300-0280'}, 'institutions': [{'id': 'https://openalex.org/I21881038', 'display_name': 'IPB University', 'ror': 'https://ror.org/05smgpd89', 'country_code': 'ID', 'type': 'education', 'lineage': ['https://openalex.org/I21881038']}], 'countries': ['ID'], 'is_corresponding': True, 'raw_author_name': 'Megawati Simanjuntak', 'raw_affiliation_strings': ['Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University, Bogor, Indonesia'], 'affiliations': [{'raw_affiliation_string': 'Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University, Bogor, Indonesia', 'institution_ids': ['https://openalex.org/I21881038']}]}, {'author_position': 'middle', 'author': {'id': 'https://openalex.org/A5064987910', 'display_name': 'Nadia Esa Putri', 'orcid': None}, 'institutions': [{'id': 'https://openalex.org/I21881038', 'display_name': 'IPB University', 'ror': 'https://ror.org/05smgpd89', 'country_code': 'ID', 'type': 'education', 'lineage': ['https://openalex.org/I21881038']}], 'countries': ['ID'], 'is_corresponding': False, 'raw_author_name': 'Nadia E. Putri', 'raw_affiliation_strings': ['School of Business, IPB University, Bogor, Indonesia'], 'affiliations': [{'raw_affiliation_string': 'School of Business, IPB University, Bogor, Indonesia', 'institution_ids': ['https://openalex.org/I21881038']}]}, {'author_position': 'middle', 'author': {'id': 'https://openalex.org/A5001119651', 'display_name': 'Lilik Noor Yuliati', 'orcid': 'https://orcid.org/0009-0001-4326-3623'}, 'institutions': [{'id': 'https://openalex.org/I21881038', 'display_name': 'IPB University', 'ror': 'https://ror.org/05smgpd89', 'country_code': 'ID', 'type': 'education', 'lineage': ['https://openalex.org/I21881038']}], 'countries': ['ID'], 'is_corresponding': False, 'raw_author_name': 'Lilik N. Yuliati', 'raw_affiliation_strings': ['Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University, Bogor, Indonesia'], 'affiliations': [{'raw_affiliation_string': 'Department of Family and Consumer Sciences, Faculty of Human Ecology, IPB University, Bogor, Indonesia', 'institution_ids': ['https://openalex.org/I21881038']}]}, {'author_position': 'last', 'author': {'id': 'https://openalex.org/A5033696480', 'display_name': 'Mohamad Fazli Sabri', 'orcid': 'https://orcid.org/0000-0001-6229-7151'}, 'institutions': [{'id': 'https://openalex.org/I130343225', 'display_name': 'Universiti Putra Malaysia', 'ror': 'https://ror.org/02e91jd64', 'country_code': 'MY', 'type': 'education', 'lineage': ['https://openalex.org/I130343225']}], 'countries': ['MY'], 'is_corresponding': False, 'raw_author_name': 'Mohamad Fazli Sabri', 'raw_affiliation_strings': ['4 Department of Resource Management & Consumer Studies, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Selangor, Malaysia', 'Institute for Social Science Studies, Putra Infoport, Universiti Putra Malaysia, Serdang, Selangor, Malaysia'], 'affiliations': [{'raw_affiliation_string': 'Institute for Social Science Studies, Putra Infoport, Universiti Putra Malaysia, Serdang, Selangor, Malaysia', 'institution_ids': ['https://openalex.org/I130343225']}, {'raw_affiliation_string': '4 Department of Resource Management & Consumer Studies, Faculty of Human Ecology, Universiti Putra Malaysia, Serdang, Selangor, Malaysia', 'institution_ids': ['https://openalex.org/I130343225']}]}], 'institution_assertions': [], 'countries_distinct_count': 2, 'institutions_distinct_count': 2, 'corresponding_author_ids': ['https://openalex.org/A5056009467'], 'corresponding_institution_ids': ['https://openalex.org/I21881038'], 'apc_list': {'value': 950, 'currency': 'GBP', 'value_usd': 1165, 'provenance': 'doaj'}, 'apc_paid': {'value': 950, 'currency': 'GBP', 'value_usd': 1165, 'provenance': 'doaj'}, 'fwci': 5.188, 'has_fulltext': True, 'fulltext_origin': 'pdf', 'cited_by_count': 36, 'citation_normalized_percentile': {'value': 0.999922, 'is_in_top_1_percent': True, 'is_in_top_10_percent': True}, 'cited_by_percentile_year': {'min': 95, 'max': 96}, 'biblio': {'volume': '7', 'issue': '1', 'first_page': '1738200', 'last_page': '1738200'}, 'is_retracted': False, 'is_paratext': False, 'primary_topic': {'id': 'https://openalex.org/T10154', 'display_name': 'Customer Service Quality and Loyalty', 'score': 0.9999, 'subfield': {'id': 'https://openalex.org/subfields/1407', 'display_name': 'Organizational Behavior and Human Resource Management'}, 'field': {'id': 'https://openalex.org/fields/14', 'display_name': 'Business, Management and Accounting'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, 'topics': [{'id': 'https://openalex.org/T10154', 'display_name': 'Customer Service Quality and Loyalty', 'score': 0.9999, 'subfield': {'id': 'https://openalex.org/subfields/1407', 'display_name': 'Organizational Behavior and Human Resource Management'}, 'field': {'id': 'https://openalex.org/fields/14', 'display_name': 'Business, Management and Accounting'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, {'id': 'https://openalex.org/T11536', 'display_name': 'Consumer Retail Behavior Studies', 'score': 0.9952, 'subfield': {'id': 'https://openalex.org/subfields/1406', 'display_name': 'Marketing'}, 'field': {'id': 'https://openalex.org/fields/14', 'display_name': 'Business, Management and Accounting'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}, {'id': 'https://openalex.org/T10068', 'display_name': 'Technology Adoption and User Behaviour', 'score': 0.9782, 'subfield': {'id': 'https://openalex.org/subfields/1802', 'display_name': 'Information Systems and Management'}, 'field': {'id': 'https://openalex.org/fields/18', 'display_name': 'Decision Sciences'}, 'domain': {'id': 'https://openalex.org/domains/2', 'display_name': 'Social Sciences'}}], 'keywords': [{'id': 'https://openalex.org/keywords/customer-delight', 'display_name': 'Customer delight', 'score': 0.69513273}, {'id': 'https://openalex.org/keywords/customer-equity', 'display_name': 'Customer Equity', 'score': 0.68082225}, {'id': 'https://openalex.org/keywords/customer-to-customer', 'display_name': 'Customer to customer', 'score': 0.67402005}, {'id': 'https://openalex.org/keywords/customer-satisfaction', 'display_name': 'Customer Satisfaction', 'score': 0.6386524}, {'id': 'https://openalex.org/keywords/customer-intelligence', 'display_name': 'Customer intelligence', 'score': 0.6204453}, {'id': 'https://openalex.org/keywords/customer-profitability', 'display_name': 'Customer profitability', 'score': 0.56732523}], 'concepts': [{'id': 'https://openalex.org/C101276457', 'wikidata': 'https://www.wikidata.org/wiki/Q5196474', 'display_name': 'Customer retention', 'level': 4, 'score': 0.8880005}, {'id': 'https://openalex.org/C31367271', 'wikidata': 'https://www.wikidata.org/wiki/Q5196444', 'display_name': 'Customer advocacy', 'level': 4, 'score': 0.79164946}, {'id': 'https://openalex.org/C144133560', 'wikidata': 'https://www.wikidata.org/wiki/Q4830453', 'display_name': 'Business', 'level': 0, 'score': 0.76093477}, {'id': 'https://openalex.org/C77197577', 'wikidata': 'https://www.wikidata.org/wiki/Q17009646', 'display_name': 'Customer delight', 'level': 5, 'score': 0.69513273}, {'id': 'https://openalex.org/C53100981', 'wikidata': 'https://www.wikidata.org/wiki/Q5196454', 'display_name': 'Customer equity', 'level': 5, 'score': 0.68082225}, {'id': 'https://openalex.org/C63207073', 'wikidata': 'https://www.wikidata.org/wiki/Q1076010', 'display_name': 'Customer to customer', 'level': 5, 'score': 0.67402005}, {'id': 'https://openalex.org/C191511416', 'wikidata': 'https://www.wikidata.org/wiki/Q999278', 'display_name': 'Customer satisfaction', 'level': 2, 'score': 0.6386524}, {'id': 'https://openalex.org/C57660159', 'wikidata': 'https://www.wikidata.org/wiki/Q5196460', 'display_name': 'Customer intelligence', 'level': 5, 'score': 0.6204453}, {'id': 'https://openalex.org/C162853370', 'wikidata': 'https://www.wikidata.org/wiki/Q39809', 'display_name': 'Marketing', 'level': 1, 'score': 0.61747706}, {'id': 'https://openalex.org/C53878828', 'wikidata': 'https://www.wikidata.org/wiki/Q5196468', 'display_name': 'Customer profitability', 'level': 5, 'score': 0.56732523}, {'id': 'https://openalex.org/C140781008', 'wikidata': 'https://www.wikidata.org/wiki/Q1221081', 'display_name': 'Service quality', 'level': 3, 'score': 0.5597286}, {'id': 'https://openalex.org/C146897074', 'wikidata': 'https://www.wikidata.org/wiki/Q1932925', 'display_name': 'Loyalty business model', 'level': 4, 'score': 0.5376763}, {'id': 'https://openalex.org/C2780378061', 'wikidata': 'https://www.wikidata.org/wiki/Q25351891', 'display_name': 'Service (business)', 'level': 2, 'score': 0.29349327}], 'mesh': [], 'locations_count': 1, 'locations': [{'is_oa': True, 'landing_page_url': 'https://doi.org/10.1080/23311975.2020.1738200', 'pdf_url': 'https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1738200?needAccess=true', 'source': {'id': 'https://openalex.org/S2738076829', 'display_name': 'Cogent Business & Management', 'issn_l': '2331-1975', 'issn': ['2331-1975'], 'is_oa': True, 'is_in_doaj': True, 'is_core': True, 'host_organization': 'https://openalex.org/P4310311767', 'host_organization_name': 'Cogent OA', 'host_organization_lineage': ['https://openalex.org/P4310311767'], 'host_organization_lineage_names': ['Cogent OA'], 'type': 'journal'}, 'license': 'cc-by', 'license_id': 'https://openalex.org/licenses/cc-by', 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}], 'best_oa_location': {'is_oa': True, 'landing_page_url': 'https://doi.org/10.1080/23311975.2020.1738200', 'pdf_url': 'https://www.tandfonline.com/doi/pdf/10.1080/23311975.2020.1738200?needAccess=true', 'source': {'id': 'https://openalex.org/S2738076829', 'display_name': 'Cogent Business & Management', 'issn_l': '2331-1975', 'issn': ['2331-1975'], 'is_oa': True, 'is_in_doaj': True, 'is_core': True, 'host_organization': 'https://openalex.org/P4310311767', 'host_organization_name': 'Cogent OA', 'host_organization_lineage': ['https://openalex.org/P4310311767'], 'host_organization_lineage_names': ['Cogent OA'], 'type': 'journal'}, 'license': 'cc-by', 'license_id': 'https://openalex.org/licenses/cc-by', 'version': 'publishedVersion', 'is_accepted': True, 'is_published': True}, 'sustainable_development_goals': [], 'grants': [], 'datasets': [], 'versions': [], 'referenced_works_count': 63, 'referenced_works': ['https://openalex.org/W1006247767', 'https://openalex.org/W1467477393', 'https://openalex.org/W1537898261', 'https://openalex.org/W1968437946', 'https://openalex.org/W1986943331', 'https://openalex.org/W1988303222', 'https://openalex.org/W1991435553', 'https://openalex.org/W1997176931', 'https://openalex.org/W2000632231', 'https://openalex.org/W2002951030', 'https://openalex.org/W2007857404', 'https://openalex.org/W2013663887', 'https://openalex.org/W2014672052', 'https://openalex.org/W2024105582', 'https://openalex.org/W2025618885', 'https://openalex.org/W2029876747', 'https://openalex.org/W2032757244', 'https://openalex.org/W2037061962', 'https://openalex.org/W2059850559', 'https://openalex.org/W2063430405', 'https://openalex.org/W2067024191', 'https://openalex.org/W2068844710', 'https://openalex.org/W2073626716', 'https://openalex.org/W2073725414', 'https://openalex.org/W2075578818', 'https://openalex.org/W2077617176', 'https://openalex.org/W2089544520', 'https://openalex.org/W2094013842', 'https://openalex.org/W2097599359', 'https://openalex.org/W2105245236', 'https://openalex.org/W2123062846', 'https://openalex.org/W2137467455', 'https://openalex.org/W2139041217', 'https://openalex.org/W2186256444', 'https://openalex.org/W2186811760', 'https://openalex.org/W2345185840', 'https://openalex.org/W2469153845', 'https://openalex.org/W2490857243', 'https://openalex.org/W2614479160', 'https://openalex.org/W2758163050', 'https://openalex.org/W2787559941', 'https://openalex.org/W2798085350', 'https://openalex.org/W2805004661', 'https://openalex.org/W2891716746', 'https://openalex.org/W2894591895', 'https://openalex.org/W2898782802', 'https://openalex.org/W2901885778', 'https://openalex.org/W2955587046', 'https://openalex.org/W2985980387', 'https://openalex.org/W2989055042', 'https://openalex.org/W2994137363', 'https://openalex.org/W2996180445', 'https://openalex.org/W3034805648', 'https://openalex.org/W3122199750', 'https://openalex.org/W3188849633', 'https://openalex.org/W3207440052', 'https://openalex.org/W4235202711', 'https://openalex.org/W4236437806', 'https://openalex.org/W4243838916', 'https://openalex.org/W4252358332', 'https://openalex.org/W4288076309', 'https://openalex.org/W4366152709', 'https://openalex.org/W597050859'], 'related_works': ['https://openalex.org/W577112707', 'https://openalex.org/W3035155708', 'https://openalex.org/W3017160372', 'https://openalex.org/W2909201563', 'https://openalex.org/W2888763787', 'https://openalex.org/W2377819298', 'https://openalex.org/W2348240852', 'https://openalex.org/W2274639754', 'https://openalex.org/W2124748206', 'https://openalex.org/W1561149111'], 'abstract_inverted_index': {'The': [0, 49, 69, 145], 'objective': [1], 'of': [2, 10, 29, 43, 148, 190, 193], 'this': [3], 'study': [4, 70], 'was': [5, 53], 'to': [6, 24, 36, 59, 64, 133, 175], 'analyse': [7, 25, 37], 'the': [8, 26, 38, 110, 120, 123, 127, 135, 191, 198], 'effects': [9, 42], 'customer-perceived': [11, 74], 'value,': [12, 75], 'corporate': [13, 76], 'image,': [14, 77], 'and': [15, 35, 40, 78, 126, 172, 179], 'service': [16, 79, 128], 'quality': [17, 80], 'on': [18, 32, 46, 85, 95, 107, 158], 'customer': [19, 33, 44, 47, 61, 86, 96, 99, 108, 116, 159], 'satisfaction,': [20, 87], 'as': [21, 23, 182], 'well': [22], 'direct': [27, 39], 'effect': [28, 84, 94, 106], 'switching': [30, 89], 'barriers': [31, 90], 'retention,': [34, 109], 'indirect': [41, 111], 'satisfaction': [45, 100], 'retention.': [48, 97], 'conceptual': [50], 'research': [51, 186], 'framework': [52], 'examined': [54], 'by': [55], 'subjecting': [56], 'data': [57], 'pertaining': [58], '310': [60], 'car': [62, 200], 'loans': [63], 'structural': [65], 'equation': [66], 'modelling': [67], '(SEM).': [68], 'findings': [71, 150], 'indicated': [72], 'that': [73, 113, 119, 163, 195], 'have': [81, 91, 103, 164], 'a': [82, 92, 104], 'significant': [83, 93, 105], 'while': [88], 'Although': [98], 'does': [101], 'not': [102], 'relationship': [112], 'occurs': [114], 'through': [115], 'trust': [117, 121], 'shows': [118], 'in': [122], 'credit': [124, 170], 'process': [125], 'provided': [129], 'will': [130, 196], 'prompt': [131], 'customers': [132, 194], 'use': [134], 'company’s': [136], 'products': [137, 162], 'or': [138], 'services': [139], 'when': [140, 203], 'applying': [141], 'for': [142, 205], 'new': [143], 'credit.': [144, 206], 'managerial': [146], 'implications': [147], 'these': [149], 'include': [151], 'grouping': [152], 'customers,': [153], 'determining': [154], 'sales': [155], 'targets': [156], 'based': [157], 'groups,': [160], 'offering': [161], 'more': [165], 'advantages': [166], 'over': [167], 'competitors,': [168], 'providing': [169], 'packages': [171], 'special': [173], 'programs': [174], 'promote': [176], 'low-interest': [177], 'rates,': [178], 'forming': [180], 'telesales': [181], 'information': [183], 'channels.': [184], 'This': [185], 'provides': [187], 'an': [188], 'overview': [189], 'loyalty': [192], 'reuse': [197], 'previous': [199], 'loan': [201], 'company': [202], 'reapplying': [204]}, 'cited_by_api_url': 'https://api.openalex.org/works?filter=cites:W3011215506', 'counts_by_year': [{'year': 2024, 'cited_by_count': 8}, {'year': 2023, 'cited_by_count': 9}, {'year': 2022, 'cited_by_count': 8}, {'year': 2021, 'cited_by_count': 8}, {'year': 2020, 'cited_by_count': 3}], 'updated_date': '2025-01-04T18:25:30.013430', 'created_date': '2020-03-23'}