CUSTOMER RETENTION BY DEVELOPING REPLACEMENT OPTION FOR REFUND IN REJECT

Abstract

Customer Retention is very important factor to be studied to improve sales. Customer Rejects an item based on many factors. In this journal, a study was carried out on a sample data to understand the customer satisfaction level for refund of an item in Online sales, and developing replacement option to improve the satisfaction level. Advantages and disadvantages for different option with respect to customer retention are studied elaborately.

Keywords: Customer Retention, Refund, Reject, Replacement, Customer Satisfaction.