Measuring Customer Satisfaction and Retention in IT Industry Pre-COVID and  Post-COVID Using Fuzzy Mathematical Model

Preeti Nigam, Dr. S. K. Tiwari

Measuring Customer Satisfaction and Retention in IT Industry Pre-COVID and Post-COVID Using Fuzzy Mathematical Model

Authors

Preeti Nigam, Dr. S. K. Tiwari

Keywords:

Customer Retention, Customer Satisfaction Situational Triggers Relational Triggers, Fuzzy Mathematical Model, IT Industry

Abstract

The COVID-19 pandemic has significantly impacted customer behavior across industries, including the ITsector. This paper explores the use of a fuzzy mathematical model to measure customer satisfaction and retention in the ITindustry, comparing pre-COVID and post-COVID scenarios. Traditional methods

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Published

2024-08-20

How to Cite

Preeti Nigam, Dr. S. K. Tiwari. (2024). Measuring Customer Satisfaction and Retention in IT Industry Pre-COVID and Post-COVID Using Fuzzy Mathematical Model. Journal of Computational Analysis and Applications (JoCAAA), 33(08), 5205–5211. Retrieved from https://www.eudoxuspress.com/index.php/pub/article/view/3181