A

Summer Training Report

On

“Studying the effect of customer satisfaction, relationship commitment

dimensions and triggers on customer retention in Religare Health
Insurance Company”

Submitted to:

Kurukshetra University, Kurukshetra

In the partial fulfillment of the Degree of Master of Business Administration

(Session 2017-2019) MBA 3rd Semester
Under the Guidance of: Submitted By:
Ms. Ginni Syal Shweta
Assistant Professor D/O – Mr. Dharamvir
Department of Management Class Roll No – 1711036
Univ. Reg – 14 - Gcc -410
Univ. Roll No. -
…………
Tilak Raj Chadha Institute of Management &Technology
(Affiliated to Kurukshetra University, Kurukshetra & Approved By AICTE)

Mukand Lal College Educational Complex, Yamuna Nagar- 135001 (Haryana)

Ph. 01732-220103, 234010, 234110. Fax: +91-1732-234110

E-mail: info@timt.ac.in, Web Site: www.timt.ac.in

 DECLARATION

I Shweta, student of MBA-Final, class Roll No. 1711036, Tilak Raj Chadha Institute of
Management &Technology, Yamuna Nagar hereby declare that the Summer Training Report
on “Studying the effect of customer satisfaction, relationship commitment dimensions
and triggers on customer retention in Religare Health Insurance Company” includes the
original work conducted by me and data provided in the study authentic to the best
knowledge.
This report is not submitted to any other Institute or University for award or degree of MBA.

(Shweta)
 ACKNOWLEDGEMENT

 Any work study is never an individual’s own effort. It is contributed effort of many
hearts, hands and heads. Researcher gives a great sense of privilege in submitting this
project report, for which he is grateful to Religare Health Insurance Company Ltd. for
providing him with an opportunity to work with them and giving necessary directions on
doing this project to the best of its abilities. Researcher is highly indebted to Mr.
Sudhakar Pandey (Manager of Operational Department) in Religare Health Insurance
Company Ltd. for allowing to undergo training and to do this project.
 Researcher is sincerely thankful to Dr. Vikas Daryal (Director, of Tilak Raj Chadha
Institute of Management & Technology) & Dr. Vandana Madaan (H.O.D, of Tilak Raj
Chadha Institute of Management & Technology), for granting permission to pursue the
research.
 Researcher would also like to thank Ms. Ginni Syal (Assistant Professor,
Management) for giving support and guidance which was very helpful throughout
preparing this report. She has also provided the researcher very valuable suggestions and
excellent guidance about this training, which proved very helpful to utilize theoretical
knowledge in practical field.
 At last Researcher is also thankful to the friends, to all known and unknown individuals
who have given the researcher their constructive advise, educative suggestion,
encouragement, co-operation and motivation to prepare this report.

(Shweta)
 EXECUTIVE SUMMARY

The intended research is on “Studying the effect of customer satisfaction, relationship

commitment dimensions and triggers on customer retention in Religare Health
Insurance Company” has been submitted to Kurukshetra University, Kurukshetra. The
primary objective is to prove that customer can retain in the organization with the help of
customer satisfaction and relationship commitment. The research is descriptive in nature as
it tends to gain familiarity with a phenomenon. Study setting is non-contrived because the
study has been conducted with no interference of researcher. It is a cross sectional study as
data has been collected at one particular time. For the current study responses have been
gathered through questionnaire with 370 respondents, chosen on the basis of convenience
sampling from Health Insurance respectively for Religare Health Insurance Ltd. in Gurugram
situated in the northern region of India with diverse economic population. The data has been
collected by researcher through primary and secondary sources. Researcher has studied the
impact of independent variables which are customer satisfaction relationship commitment
and triggers on dependent variable customer retention. Firstly reliability is tested, which came
to be significant. Secondly factor analysis has been applied out of which 6 components have
been extracted namely affective commitment, calculative commitment, customer satisfaction,
customer retention, situational trigger, reactional triggers. After applying Regerssion, the
result indicate that the adjusted r-square is 0.037, which means that regression model
consisting dependent and independent variables is explaining 3.7% variation in dependent
variable in totality. Affective commitment and customer satisfaction is positively affecting
customer retention whereas situational triggers are negatively affecting the customer
retention. The last part of the study includes results & findings, limitations,
Recommendations & suggestions, bibliography & annexure.
 CONTENTS

Particulars
1. Introduction
a) Industry Profile
b) Company Profile
c) Regulatory Body
2. Introduction to Topic
3. Theoretical framework
a) Construct
b) Independent and Dependent variables
4. Literature Review
5. Research objectives
6. Research Methodology
a) Research design
1. Type of research design
2. Time Horizon
3. Study Setting
4. Measurement and Scaling
5. Flowchart for selection of statistical tools
b) Sample and Sampling Design
c) Data Collection
d) Statistical Tools
7. Data Analysis
8. Results & Findings
9. Limitations of the Study
10. Policy Implications
11. Recommendations
12. Bibliography
13. Annexure
a) Annexure I-Questionnaire
b) Annexure II-Reliability
c) Annexure III-Factor
d) Annexure IV-Regression
e) Annexure V-Cross tabulation
f) Annexure VI-Snapshots
g) Annexure VII- Base Paper
h) Annexure VIII- Reference Papers