| TITLE |
A Study on Tracking Customer Experience and Its Impact on Customer Satisfaction and Business Growth: Evidence from Maharaja Developers |
| ABSTRACT |
In today’s highly competitive and customer-driven business environment, tracking customer experience has become a strategic necessity for organizations seeking sustainable growth and long-term customer loyalty. Customer experience encompasses all interactions a customer has with a company across multiple touchpoints, including digital platforms, customer service, feedback mechanisms, and post-purchase engagement. This study examines the role of customer experience tracking in enhancing customer satisfaction, engagement, and repeat purchase behavior, with special reference to Maharaja Developers, a real estate and hospitality service provider based in Hyderabad. The study adopts a descriptive research design using primary data collected through a structured questionnaire from 61 respondents and secondary data sourced from journals, company websites, and academic publications. Statistical tools such as percentage analysis and tabulation were used to analyze the data. The findings indicate that digital platforms, feedback responsiveness, customer support quality, and personalization significantly influence overall customer experience. The study concludes that systematic tracking of customer experience leads to improved satisfaction, stronger customer relationships, and enhanced business performance. Practical recommendations are proposed to strengthen digital engagement, feedback systems, and loyalty programs. |
| AUTHOR |
K Sreedhar Reddy, B. Kanaka Laxmi
Assistant Professor, Department of MBA, CMR Technical Campus, Hyderabad, India
Assistant Professor, Department of MBA, CMR Technical Campus, Hyderabad, India
|
| PUBLICATION DATE |
2026-03-29 19:56:51 |
| VOLUME |
14 |
| ISSUE |
1 |
| DOI |
DOI: 10.15662/IJMSERH.2026.1401031 |
| PDF |
pdf/2026/1/31_A Study on Tracking Customer Experience and Its Impact on Customer Satisfaction and Business Growth Evidence from Maharaja Developers.pdf |
| KEYWORDS |
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