Increasing Church Member Satisfaction and Retention

Abstract

ABSTRACT Retaining members in churches is becoming increasingly difficult as more organizations compete for the time energies of the member. Understanding the factors that underlie member satisfaction allows church management to prioritize the use of resources and focus on those performance issues that make a difference to the member. This is an empirical study to determine the underlying dimensions of church member satisfaction. The research instrument used was a self-administered questionnaire that was completed by the members of a mainstream denominational church in the mid-west. Members who were satisfied with the church's overall performance were compared and contrasted with those who were dissatisfied. Results of the questionnaire were subjected to bivariate correlation, factor analysis, and logistic regression. Ten underlying dimensions of member satisfaction were discovered. Results of the survey are summarized and implications of the study for the management of other churches are discussed.