• Dr. Gunjan Malik

Objective: The study aims at examining the relationship between complaint management and customer retention. Research Methodology: The primary data was collected from guests visiting five star and five star deluxe hotel in NCR through a structured questionnaire and regression analysis was applied to examine the relationship. Findings: The study found that there exists a positive relationship between complaint management and customer retention. Proposed Utility: The study will help the hotels to understand the significance of handling and resolving complaints and its relationship with customer retention.

compliant management, customer retention, problem solving, hospitality industry

"Relationship between Complaint Management and Customer Retention", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 5, page no.702-706, MAY-2018, Available :http://www.jetir.org/papers/JETIR1805858.pdf

"Relationship between Complaint Management and Customer Retention", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 5, page no. pp702-706, MAY-2018, Available at : http://www.jetir.org/papers/JETIR1805858.pdf