Impact of Customer Orientation of Service Employees on Customer Satisfaction towards Retention in Finance Companies

Abstract

The turn of the century has seen profound changes in the global economy. Marketing played a crucial part in these changes, because marketing are becoming the way organisations meet with their market. Customer orientation of service employee is very important to attract new customers and keep existing customers. Objective of the study is to identify the impact of customer orientation of service employees and customer satisfaction towards to customer retention.

Keywords: Customer satisfaction, customer retention, customer orientation of service employee