Vol. 4 (04) pp. 157-163 DOI: 10.21474/IJAR01/303

An analysis of Receptiveness, Individualisation & Customer Retention (A case of Northern India Telecom Industry)

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  • Research Scholar, Faculty of Management, Pacific Academy of Higher Education & Research University, Pacific Hills, Pratap Nagar Extension, Udaipur, Rajasthan-313001, India.
  • Head, School of Management, Doon University, Mothrowala Road, Kedarpur, PO Ajabpur, Dehradun, Uttarakhand-248001, India.
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Abstract

In this study, we report results of a study examining the role of Receptiveness & Individualisation in Customer Retention. This study utilised data collected from the Northern India telecom service users. Individualisation was measured in terms of the feel as a part of organisation, Individual attention to specific needs, courtesy & professionalism shown by the service provider. Receptiveness was measured in terms of Quick, Accurate & Adequate response by the service providers. The specific role of Receptiveness & Individualisation in Customer Retention has been attempted through correlation, chi square & cross tabulation.

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How to Cite This Article

Nishant Kumar and Gajendra Singh. (2016); An analysis of Receptiveness, Individualisation & Customer Retention (A case of Northern India Telecom Industry), Int. J. of Adv. Res., 4 (04), 157-163, ISSN 2320-5407. DOI: https://doi.org/10.21474/IJAR01/303

Corresponding Author

Nishant kumar

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