“…According to business management literature (Faith, 2018;Feng et al, 2022;Haripersad and Sookdeo, 2018;Li et al, 2019), despite the need to improve customer retention in order to advance organisational performance, other elements must be included to reinforce the relationship. Service quality and ICT are critical in business management especially within the retail industry (Chikazhe et al, 2022a, b;Denner et al, 2022;Morgan et al, 2020;Salamova et al, 2021;Souiden et al, 2019). About the moderating effects of ICT on the effect of customer retention on perceived service quality and organisational performance, there is little empirical literature.…”