The effect of integrated marketing mix model on customer retention

Abstract

This study aims at exploring the effect of four elements of an integrated marketing mix. The mix consists of both elements of the 4Ps and SIVA marketing models. These elements are product-solution, promotion-information, place-access, and price-value. A questionnaire was used to collect the required data from a sample of retailing market customers in Saudi Arabia. The total number of the questionnaires used in data analysis was 378. The study found that product-solution and place-access from customers’ perspective had significant effects on customer retention. On the other hand, price-value had a negative significant effect on customer retention, while promotion-information had no effect on customer retention. Hence, companies are called for considering products as solutions, promotion as a source of information for customers, place as an access point for such a solution, and price must be appropriate to the value that the customer gets.