Understanding Customer Retention through Customer Relationship Management (CRM): A Quantitative Study of Grocery Retail Stores in Cotabato Province, Philippines

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Canonical JSON (keys sorted, no spaces, UTF-8). Its SHA-256 is the hash on chain. The abstract here is gemini shortened, not the author's own text.

{"abstract":"This study investigated the relationship between Customer Relationship Management (CRM) and customer retention in grocery stores within Cotabato Province, Philippines, addressing limited empirical evidence in localized retail settings. A quantitative descriptive-correlational design was employed, collecting data from 100 grocery store customers with loyalty cards using convenience sampling. The study assessed CRM across knowledge management, CRM-organizing, CRM-based technology, and key customer focus, and customer retention through repeat purchase, non-complaining behavior, and positive word of mouth. Findings showed CRM was rated very high overall (M = 4.26, SD = 0.74), with CRM-organizing scoring highest (M = 4.29, SD = 0.72). Customer retention was rated high overall (M = 4.12, SD = 0.84), with non-complaining behavior receiving the highest rating (M = 4.19, SD = 0.89). A strong positive and statistically significant relationship was found between CRM and customer retention (r = 0.726, p < .001). The study concludes that effective CRM practices significantly strengthen customer retention, recommending improved knowledge management, customer engagement, and CRM-based technologies. Limitations include convenience sampling, small sample size, and a single geographic focus, which may affect generalizability.","abstract_source":"gemini_shortened","authors":["Dana Florendo","Mary Grace Diniega","Sandara Fritz Yap","Jennelyn Solis","James Larazan","Aiza Silvano"],"date":"2026-06-22","doi":"10.70838/pemj.580503","id":8184,"issue":5,"journal":{"issn":"2822-4353","name":"Psychology and Education: A Multidisciplinary Journal"},"pdf_sha256":"bda17920775a5531eb18d68c26228ad155468307e8468029e365f38e8b971b84","schema":"scimatic-article/1","title":"Understanding Customer Retention through Customer Relationship Management (CRM): A Quantitative Study of Grocery Retail Stores in Cotabato Province, Philippines","volume":58}

Check it yourself

1. The record, from the token's own metadata:

printf '%s' "$(curl -s https://scimatic.org/nft/articles/8184.json | jq -r .canonical_record)" | sha256sum

2. The hash stored on chain (contentHash(8184)):

curl -s https://rpc.scimatic.net -H 'content-type: application/json' \
  -d '{"jsonrpc":"2.0","id":1,"method":"eth_call","params":[{"to":"0x0E596B4bb924937aA35D9b342A90347ed6F05eF8","data":"0xf3e0c2900000000000000000000000000000000000000000000000000000000000001ff8"},"latest"]}'

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