Abstract: Customer retention has become a critical determinant of long-term business success, particularly in competitive service industries like printing. This study conducts a quantitative analysis of customer retention at Speed Print, aiming to uncover the primary factors that drive customers to remain loyal to the brand. The research investigates several key variables, including customer satisfaction, pricing strategies, quality of service, and the effectiveness of customer loyalty programs. Through the use of structured surveys and statistical analysis, the study evaluates the impact of Speed Print’s current customer retention strategies—such as loyalty rewards, targeted discounts, and personalized marketing—on customer loyalty levels.

In addition to identifying the most influential retention factors, the research explores the relationship between customer retention and core business performance metrics, including revenue growth, profitability, and market share. By establishing correlations between retention rates and financial outcomes, the study provides valuable insights into how retaining customers can contribute directly to the overall success and sustainability of the business.

Moreover, the study includes a demographic analysis of Speed Print's customer base, examining attributes such as age, gender, income level, and occupation. Understanding the demographic composition helps in tailoring marketing efforts and retention strategies to better align with the preferences and behaviors of different customer segments.

The findings of this study are intended to support data-driven decision-making at Speed Print and offer practical recommendations for enhancing customer loyalty, optimizing marketing efforts, and improving overall business performance. Ultimately, the study contributes to the growing body of knowledge on customer relationship management in the printing services sector.

| DOI: 10.17148/IARJSET.2025.12580