Annexure I-

Questionnaire

Name……………………

1. Sex
1) Male 2) female

Age

1) Up to 20years 2) 20-30years 3) 30-40years 4) above 40year

Education Qualification

1) Under Graduate 2) Post Graduate

Affective Commitment

A Items Strong Disagr Agr Strong

ly ee ee ly
AC Disagr Agree
ee

1. I take
pleasure in
being a
customer of
Religare
health
Insurance
company

2. I have
feeling
or trust
toward
the
organiza
tion

I
3. The
compan
y is the
operatin
g that
takes
the best
care of
their
custome
r
4. There is
presenc
e of
reciproc
ity in
my
relation
ship
with the
compan
y
5. I really
feel that
organiza
tion’s
problem
s are my
own
problem
s

II
 6. It pays off
economicall
y to be a
customer of
the company
CC
7. I would
suffer
economicall
y if the
relationship
were broken
8. The
company has
location
advantages
versus other
companies
9.I receive
faulty invoices from the
company

10.The company
RT giving me promises
earlier but not
fulfilling it

11.Company
provide me
poor
services so I
will be
switching
the company
12.If I
needed Insurance
services I would be
satisfied with Religare
health Insurance
company
13. My feeling
CS
toward
Investing in the

III
 Religare health
Insurance
company can be
best
14. Overall in
Insurance I believe
that I would be pleased
with Religare health
Insurance

CR 16. Would you consider yourself a

loyal customer of the company
17.Do you consider yourself someone who
is loyal to Insurance assuming they provide
you a good quality
18.My job location is change so I will
change insurance sector to another
ST sector
19.Company not providing benefits to
my spouse and children so I will
change that insurance company

IV
 Annexure II- Reliability

Case Processing Summary

N %

Cases Valid 370 100.0

Excludeda 0 .0

Total 370 100.0

a. Listwise deletion based on all variables in the

procedure.

Reliability Statistics
Cronbach's Alpha N of Items

.761 19

V
 Annexure III-Factor

KMO and Bartlett's Test

Kaiser-Meyer-Olkin Measure of Sampling Adequacy. .778
Bartlett's Test of Sphericity Approx. Chi-Square 1428.139

df 171

Sig. .000

Rotated Component Matrix a

Component

1 2 3 4 5 6

RHI1 .726
RHI2 .618
RHI3 .789
RHI4 .841
RHI5 .652
RHI6 .538
RHI7
RHI8 .652
RHI9 .544
RHI10 .635
RHI11 .715
RHI12 .600
RHI13
RHI14 .781
RHI15 -.745
RHI16 .726
RHI17 .793
RHI18 .580
RHI19 .608

Extraction Method: Principal Component Analysis.

Rotation Method: Varimax with Kaiser Normalization.
a. Rotation converged in 7 iterations.

VI
 Annexure IV- Regression

Model Summaryb
Model Change Statistics

R Adjusted R Std. Error of R Square F Sig. F

R Square Square the Estimate Change Change df1 df2 Change Durbin-Watson

dimension0
1 .225a .050 .037 .98114269 .050 3.864 5 364 .002 2.153

a. Predictors: (Constant), REGR factor score 5 for analysis 3, REGR factor score 4 for analysis 3, REGR factor score
3 for analysis 3, REGR factor score 2 for analysis 3, REGR factor score 1 for analysis 3
b. Dependent Variable: REGR factor score 1 for analysis 2

ANOVAb
Model Sum of Squares df Mean Square F Sig.

1 Regression 18.599 5 3.720 3.864 .002a

Residual 350.401 364 .963

Total 369.000 369

a. Predictors: (Constant), REGR factor score 5 for analysis 3, REGR factor score 4 for analysis 3, REGR
factor score 3 for analysis 3, REGR factor score 2 for analysis 3, REGR factor score 1 for analysis 3
b. Dependent Variable: REGR factor score 1 for analysis 2

Coefficientsa
Model Standardized 95.0% Confidence Interval
Unstandardized Coefficients Coefficients for B

Lower Upper
B Std. Error Beta t Sig. Bound Bound

1 (Constant) 9.653E-17 .051 .000 1.000 -.100 .100

REGR factor .029 .051 .029 .571 .268 -.071 .130

score 1 for
analysis 3

REGR factor .049 .051 .049 .955 .340 -.052 .149

score 2 for
analysis 3

REGR factor .083 .051 .083 1.616 .107 -.018 .183

score 3 for
analysis 3

VII
 REGR factor .162 .051 .162 3.173 .002 .062 .262
score 4 for
analysis 3

REGR factor -.119 .051 -.119 -2.325 .021 -.219 -.018

score 5 for
analysis 3

a. Dependent Variable: REGR factor score 1 for analysis 2

VIII
 Annexure V- Cross Tabulation
Customer Retention
C_R * Gender Crosstabulation
Gender

Male Female Total

C_R LOW customer retention Count 90 101 191

% within C_R 47.1% 52.9% 100.0%

% within Gender 54.5% 49.3% 51.6%

% of Total 24.3% 27.3% 51.6%

Residual 4.8 -4.8

Std. Residual .5 -.5

HIGH customer retention Count 75 104 179

% within C_R 41.9% 58.1% 100.0%

% within Gender 45.5% 50.7% 48.4%

% of Total 20.3% 28.1% 48.4%

Residual -4.8 4.8

Std. Residual -.5 .5

Total Count 165 205 370

% within C_R 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

IX
 Customer Satisfaction

C_S * Gender Crosstabulation

Gender

Male Female Total

C_S LOW customer satisfaction Count 74 60 134

% within C_S 55.2% 44.8% 100.0%

% within Gender 44.8% 29.3% 36.2%

% of Total 20.0% 16.2% 36.2%

Residual 14.2 -14.2

Std. Residual 1.8 -1.7

HIGH customer satisfaction Count 91 145 236

% within C_S 38.6% 61.4% 100.0%

% within Gender 55.2% 70.7% 63.8%

% of Total 24.6% 39.2% 63.8%

Residual -14.2 14.2

Std. Residual -1.4 1.2

Total Count 165 205 370

% within C_S 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

X
 Affective Commitment

A_C * Gender Crosstabulation

Gender

Male Female Total

A_C LOW affective commitment Count 101 98 199

% within A_C 50.8% 49.2% 100.0%

% within Gender 61.2% 47.8% 53.8%

% of Total 27.3% 26.5% 53.8%

Residual 12.3 -12.3

Std. Residual 1.3 -1.2

HIGH affective commitment Count 64 107 171

% within A_C 37.4% 62.6% 100.0%

% within Gender 38.8% 52.2% 46.2%

% of Total 17.3% 28.9% 46.2%

Residual -12.3 12.3

Std. Residual -1.4 1.3

Total Count 165 205 370

% within A_C 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

XI
 Calculative Commitment

C_C * Gender Crosstabulation

Gender

Male Female Total

C_C LOW calculative commitment Count 68 67 135

% within C_C 50.4% 49.6% 100.0%

% within Gender 41.2% 32.7% 36.5%

% of Total 18.4% 18.1% 36.5%

Residual 7.8 -7.8

Std. Residual 1.0 -.9

HIGH calculative commitment Count 97 138 235

% within C_C 41.3% 58.7% 100.0%

% within Gender 58.8% 67.3% 63.5%

% of Total 26.2% 37.3% 63.5%

Residual -7.8 7.8

Std. Residual -.8 .7

Total Count 165 205 370

% within C_C 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

XII
 Reactional Trigger

R_T * Gender Crosstabulation

Gender Total

Male Female

R_T LOW reactional triggers Count 67 76 143

% within R_T 46.9% 53.1% 100.0%

% within Gender 40.6% 37.1% 38.6%

% of Total 18.1% 20.5% 38.6%

Residual 3.2 -3.2

Std. Residual .4 -.4

HIGH reactional triggers Count 98 129 227

% within R_T 43.2% 56.8% 100.0%

% within Gender 59.4% 62.9% 61.4%

% of Total 26.5% 34.9% 61.4%

Residual -3.2 3.2

Std. Residual -.3 .3

Total Count 165 205 370

% within R_T 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

XIII
Situational Trigger
S_T * Gender Crosstabulation
Gender

Male Female Total

S_T LOW situational triggers Count 103 112 215

% within S_T 47.9% 52.1% 100.0%

% within Gender 62.4% 54.6% 58.1%

% of Total 27.8% 30.3% 58.1%

Residual 7.1 -7.1

Std. Residual .7 -.7

HIGH situational triggers Count 62 93 155

% within S_T 40.0% 60.0% 100.0%

% within Gender 37.6% 45.4% 41.9%

% of Total 16.8% 25.1% 41.9%

Residual -7.1 7.1

Std. Residual -.9 .8

Total Count 165 205 370

% within S_T 44.6% 55.4% 100.0%

% within Gender 100.0% 100.0% 100.0%

% of Total 44.6% 55.4% 100.0%

XIV
Annexure VI Snap Shots

XV
XVI
XVII