Factors of Customer Loyalty and Retention in the Digital Environment
Customer loyalty and retention are crucial for digital platforms, yet systematic studies integrating technological innovation and loyalty strategies remain scarce. This study addresses this gap by conducting a bibliometric analysis of key factors influencing customer retention in the digital environ...
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| Main Authors: | , , , , , , |
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| Format: | Article |
| Language: | English |
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MDPI AG
2025-04-01
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| Series: | Journal of Theoretical and Applied Electronic Commerce Research |
| Subjects: | |
| Online Access: | https://www.mdpi.com/0718-1876/20/2/71 |
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| _version_ | 1850168141866336256 |
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| author | Matheus de Sousa Pereira Beatriz Schmitt de Castro Brenda Alves Cordeiro Bruno Schmitt de Castro Maria Gabriela Mendonça Peixoto Eugenia Cornils Monteiro da Silva Marcelo Carneiro Gonçalves |
| author_facet | Matheus de Sousa Pereira Beatriz Schmitt de Castro Brenda Alves Cordeiro Bruno Schmitt de Castro Maria Gabriela Mendonça Peixoto Eugenia Cornils Monteiro da Silva Marcelo Carneiro Gonçalves |
| author_sort | Matheus de Sousa Pereira |
| collection | DOAJ |
| description | Customer loyalty and retention are crucial for digital platforms, yet systematic studies integrating technological innovation and loyalty strategies remain scarce. This study addresses this gap by conducting a bibliometric analysis of key factors influencing customer retention in the digital environment. Our research employs a quantitative bibliometric approach using the Biblioshiny and Bibliometrix tools (RStudio 2022.02), analyzing 300 scientific articles from the Web of Science database (2021–2024). This study applies bibliometric techniques such as descriptive metrics, bibliographic coupling, co-citation, and scientific collaboration mapping to identify trends and thematic clusters. Our findings indicate that emerging technologies, including artificial intelligence and big data, significantly impact customer experience, trust, and engagement. Personalization and digital innovation emerge as fundamental drivers of customer retention, offering strategic insights for companies aiming to strengthen competitiveness in the global digital market. |
| format | Article |
| id | doaj-art-b971e4231d0c4c20bad45ea9d514f448 |
| institution | OA Journals |
| issn | 0718-1876 |
| language | English |
| publishDate | 2025-04-01 |
| publisher | MDPI AG |
| record_format | Article |
| series | Journal of Theoretical and Applied Electronic Commerce Research |
| spelling | doaj-art-b971e4231d0c4c20bad45ea9d514f4482025-08-20T02:21:03ZengMDPI AGJournal of Theoretical and Applied Electronic Commerce Research0718-18762025-04-012027110.3390/jtaer20020071Factors of Customer Loyalty and Retention in the Digital EnvironmentMatheus de Sousa Pereira0Beatriz Schmitt de Castro1Brenda Alves Cordeiro2Bruno Schmitt de Castro3Maria Gabriela Mendonça Peixoto4Eugenia Cornils Monteiro da Silva5Marcelo Carneiro Gonçalves6Industrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilIndustrial and Systems Engineering Department, University of Brasilia, Brasilia 70910-900, BrazilCustomer loyalty and retention are crucial for digital platforms, yet systematic studies integrating technological innovation and loyalty strategies remain scarce. This study addresses this gap by conducting a bibliometric analysis of key factors influencing customer retention in the digital environment. Our research employs a quantitative bibliometric approach using the Biblioshiny and Bibliometrix tools (RStudio 2022.02), analyzing 300 scientific articles from the Web of Science database (2021–2024). This study applies bibliometric techniques such as descriptive metrics, bibliographic coupling, co-citation, and scientific collaboration mapping to identify trends and thematic clusters. Our findings indicate that emerging technologies, including artificial intelligence and big data, significantly impact customer experience, trust, and engagement. Personalization and digital innovation emerge as fundamental drivers of customer retention, offering strategic insights for companies aiming to strengthen competitiveness in the global digital market.https://www.mdpi.com/0718-1876/20/2/71customer loyaltybibliometric analysisbiblioshinydigital platformscustomer retention |
| spellingShingle | Matheus de Sousa Pereira Beatriz Schmitt de Castro Brenda Alves Cordeiro Bruno Schmitt de Castro Maria Gabriela Mendonça Peixoto Eugenia Cornils Monteiro da Silva Marcelo Carneiro Gonçalves Factors of Customer Loyalty and Retention in the Digital Environment Journal of Theoretical and Applied Electronic Commerce Research customer loyalty bibliometric analysis biblioshiny digital platforms customer retention |
| title | Factors of Customer Loyalty and Retention in the Digital Environment |
| title_full | Factors of Customer Loyalty and Retention in the Digital Environment |
| title_fullStr | Factors of Customer Loyalty and Retention in the Digital Environment |
| title_full_unstemmed | Factors of Customer Loyalty and Retention in the Digital Environment |
| title_short | Factors of Customer Loyalty and Retention in the Digital Environment |
| title_sort | factors of customer loyalty and retention in the digital environment |
| topic | customer loyalty bibliometric analysis biblioshiny digital platforms customer retention |
| url | https://www.mdpi.com/0718-1876/20/2/71 |
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