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

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. see more at