Determinants of Customer Retention in Health Insurance Sector
- August 22, 2020
- Posted by: RSIS Team
- Categories: Health Sciences, IJRISS
International Journal of Research and Innovation in Social Science (IJRISS) | Volume I, Issue II, February 2017 | ISSN 2454–6186
Determinants of Customer Retention in Health Insurance Sector
Jaya Nema1 , Dr. Sunita Jatav2
1, 2 Assistant Professor, Institute of Business Management & Research, IPS Academy, Rajendra Nagar, Indore (M.P.) – 452 012
Abstract – The purpose of this paper is to identify the determinants of customer retention in health insurance sector. Various dimensions have been taken under study and responses of 150 customers have been recorded on 5 point Likert scale by using scientifically developed questionnaire. Data was collected and analyzed and important determinants were found out which are critical for customer retention in health insurance industry. The results indicate that innovative products, competitive prices, prompt services of companies, employee responsiveness and empathy, tangibility of services and reliability of services offered are various determinants of customer retention found crucial in this study.
Keywords – Customer Retention, Health Insurance, Customer Loyalty
