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All Journal Public Policy: Jurnal Ilmu Sosial dan Kebijakan
Furqanul Amirur Rifan
Program Studi Ekonomi Syariah, Universitas Trunojoyo Madura, Indonesia
Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Determining Factors Influencing Increased Customer Retention at Pingpong Bites MSMEs in Malang Furqanul Amirur Rifan; Abdur Rohman
Public Policy: Jurnal Ilmu Sosial dan Kebijakan Vol. 3 No. 1 (2026)
Publisher : Penerbit Hellow Pustaka

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61166/policy.v3i1.18

Abstract

Customer retention is a crucial factor in ensuring business sustainability, especially for MSMEs in the culinary sector that face intense competition. This study evaluates various factors that contribute to enhancing customer retention at Pingpong Bites, an MSME based in Malang. The approach employed includes a systematic literature review (SLR) and semi-structured interviews with business owners and customers. The findings reveal that service quality, product quality, pricing and promotional strategies, as well as customer satisfaction, play vital roles in building loyalty. Additionally, product innovation and the ability to adapt to market trends are also essential aspects of maintaining customer engagement. These findings offer guidance for MSMEs in designing more effective strategies to increase customer loyalty and support sustainable business growth.
Co-Authors Abdur Rohman