Impact of Customer Satisfaction Elements, Situational and Rational Trigger Conditions on Customer Retention in it Companies Using Fuzzy Mathematical Model

Customer retention is paramount for success in the competitive IT industry. This study investigates the influence of customer satisfaction elements, situational triggers, and relational triggers on customer retention in IT companies. A fuzzy mathematical model is proposed to analyze these relationships due to the inherent subjectivity and uncertainty associated with customer experiences. The model examines how various customer satisfaction dimensions interact with unforeseen events (situational triggers) and customerinitiated actions (reactional triggers) to predict customer churn. Customer satisfaction elements, situational triggers, reactional triggers, and customer retention will be represented using fuzzy sets to capture the subjectivity of customer experiences. Data will be collected through surveys and customer service interaction analysis. Fuzzy inference techniques will be employed to analyze the data and identify the combined impact of these factors on customer retention. The findings will offer valuable insights for IT companies to develop targeted strategies that enhance customer satisfaction, mitigate the negative effects of triggers, and ultimately improve customer retention.