Open Daily: 10am - 10pm | Alley door pickup 10am - 7pm 3038 Hennepin Ave Minneapolis, MN
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  • Open Daily: 10am - 10pm
    Alley-side Pickup: 10am - 7pm

    3038 Hennepin Ave Minneapolis, MN
    612-822-4611

Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
The Nexus of Experience and Retention

The Nexus of Experience and Retention

Jadeja, Ashwin
Brahmbhatt, Mamta

Paperback

Management

ISBN10: 6208420229
ISBN13: 9786208420222
Publisher: LAP Lambert Academic Publishing
Published: Feb 28 2025
Pages: 160
Weight: 0.49
Height: 0.37 Width: 6.00 Depth: 9.00
Language: English
This book investigates the critical role of customer experience (CX) in shaping customer satisfaction and retention in the Indian general insurance industry. It highlights how enhanced CX is a strategic differentiator in a competitive, technology-driven landscape. Starting with the historical evolution of the insurance sector in India, the study covers pre- and post-independence developments, emphasizing the industry's transformation through regulatory reforms, privatization, and technological advancements.The research identifies key factors influencing CX, including convenience, servicescape, employee behavior, speed, and online functionality. Using primary data from retail customers in Gujarat, the study employs statistical techniques like Structural Equation Modeling (SEM) and Artificial Neural Networks (ANN) to analyze relationships between these factors and outcomes like satisfaction and retention.

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