Abstract: Customer retention is a critical success factor in the logistics and transportation industry, particularly in the niche sector of Over Dimensional Cargo (ODC), which involves the movement of goods exceeding standard size and weight limits. This study explores effective customer retention strategies specifically tailored to ODC services, where logistical complexity, high operational costs, and specialized equipment demand a strong focus on relationship management and service excellence. The research investigates key factors influencing customer loyalty, including service reliability, pricing transparency, customized logistics solutions, communication effectiveness, and post-delivery support. Primary data collected from logistics providers and long-term ODC clients, along with secondary data from industry reports, provide insights into customer expectations and the role of value-added services in fostering loyalty. The study also examines the impact of technology integration, such as real-time tracking and automated customer service platforms, on client satisfaction. Findings indicate that consistent service quality, proactive problem resolution, and strategic customer engagement significantly enhance retention rates. The study concludes by offering a set of actionable recommendations for logistics companies to build sustainable customer relationships in the ODC segment, emphasizing the importance of trust, personalization, and continuous service innovation. These strategies can help firms gain a competitive edge in a challenging and dynamic market.

Keywords: Over Dimensional Cargo (ODC), Customer retention, Logistics, Service reliability, Customer loyalty, Value-added services, Technology integration, Client satisfaction, Relationship management, Transportation industry.

| DOI: 10.17148/IARJSET.2025.125209