CUSTOMER CHURN ANALYSIS USING BINARY LOGISTIC REGRESSION MODEL

Mohammad Abiad, Sorin Ionescu
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引用次数: 1

Abstract

These days, the fundamental target of all organizations is to accomplish a reasonable gainfulness. Organizations are looking to decide the elements, which has direct impact on their benefit and attempt to investigate them so as to pick up favorable circumstances on their rivals. With this solid aggressive market, holding customers turns into the fundamental objective of telecom mobile service providers opposed to drawing in new customers, since the expense of holding a customer is viewed as low contrasted with the expense of pulling in another customer as referenced before by numerous researchers. Thus, Customer Churn Analytics is one of the significant elements that organizations should concentrate on to help their goal of accomplishing a reasonable benefit. In Telecommunication area, the business aims to serve customers, and analyzing customer churn will give the executives a thought regarding the probability of a customer to leave the organization. The primary goal of this paper is to highlight the main factors that affect customer churn and then analyze them by using the Binary Logistic Regression Model. A case study in Kuwait telecommunication section was taken as an application for such algorithm. A non-probability sampling technique is used (Snowball) to select a sample of 120 customer and analyze them by using the statistical software SPSS and MINITAB, results shows that the Customers’ Gender, Marital Status, Monthly Bill as well as the Service Quality have significant effects on Customer Churn.
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客户流失分析采用二元logistic回归模型
如今,所有组织的基本目标都是实现合理的收益。组织正在寻找决定因素,这对他们的利益有直接的影响,并试图调查他们,以便挑选对他们的竞争对手有利的情况。在这个坚实的竞争市场中,留住客户成为电信移动服务提供商的基本目标,而不是吸引新客户,因为许多研究人员之前提到的留住一个客户的成本与吸引另一个客户的成本相比,被认为是低的。因此,客户流失分析是组织应该集中精力帮助他们实现合理利益目标的重要因素之一。在电信领域,业务的目标是为客户服务,分析客户流失将给高管一个关于客户离开组织的可能性的想法。本文的主要目标是突出影响客户流失的主要因素,然后使用二元逻辑回归模型进行分析。以科威特电信部门为例,对该算法进行了应用。采用非概率抽样技术(Snowball)选取120名客户为样本,运用SPSS和MINITAB统计软件进行分析,结果表明,客户的性别、婚姻状况、每月账单以及服务质量对客户流失有显著影响。
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