Variable Selection of Customers for Churn Analysis in Telecommunication Industry

International journal of virtual communities and social networking Pub Date : 2018-01-01 DOI:10.4018/IJVCSN.2018010102

Vishal Mahajan, Renuka Mahajan

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引用次数: 2

Abstract

Thetelecommunicationindustryconsiderscustomerrelationshipmanagementasasignificantissue fororganizationaladaptation.MobileserviceprovidershaveenforcedCRMwiththeobjectiveto reducethenumberofcustomersthatchurn.Theobjectiveofthisarticleistodetecthighimpactfactors leadingtocustomerchurninthemobileindustryoverthepresent-daymarketsituationinDelhi-NCR byusingaquestionnairesurveyandexaminetheirimportance.Thestudyisdonetounderstandusage patternsofcustomersusingmobiledataservices.Thedatacollectedwasanalyzedusingdescriptive statisticstoidentifythemostcommonissuestoidentifyattributesofselectingaserviceprovider, cellularusage,andservicequality.Thus,theauthorshaveselectedpossiblevariablesformodeling thedecisiontreetobuildachurnpredictionmodel.Arenewedcustomerservice,afteranalyzing thisexperience,couldpredictthosecustomerswhoareatriskofswitchingtoadifferentprovider. KeywoRdS Churn Prediction, Customer Churn, Customer Relationship Management (CRM), Customer Satisfaction, Mobile Number Portability, Mobile Service Provider, Telecommunication Industry

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电信行业客户流失分析的变量选择

Thetelecommunicationindustryconsiderscustomerrelationshipmanagementasasignificantissue fororganizationaladaptation。MobileserviceprovidershaveenforcedCRMwiththeobjectiveto reducethenumberofcustomersthatchurn。Theobjectiveofthisarticleistodetecthighimpactfactors leadingtocustomerchurninthemobileindustryoverthepresent-daymarketsituationinDelhi-NCR byusingaquestionnairesurveyandexaminetheirimportance。Thestudyisdonetounderstandusage patternsofcustomersusingmobiledataservices。Thedatacollectedwasanalyzedusingdescriptive statisticstoidentifythemostcommonissuestoidentifyattributesofselectingaserviceprovider, cellularusage，andservicequality。Thus，theauthorshaveselectedpossiblevariablesformodeling thedecisiontreetobuildachurnpredictionmodel。Arenewedcustomerservice，afteranalyzing thisexperience，couldpredictthosecustomerswhoareatriskofswitchingtoadifferentprovider。关键词:流失预测，客户流失，客户关系管理，客户满意度，移动号码可携性，移动服务提供商，电信行业

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International journal of virtual communities and social networking

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