{"title":"电信行业客户流失分析的变量选择","authors":"Vishal Mahajan, Renuka Mahajan","doi":"10.4018/IJVCSN.2018010102","DOIUrl":null,"url":null,"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","PeriodicalId":90871,"journal":{"name":"International journal of virtual communities and social networking","volume":"26 1","pages":"17-32"},"PeriodicalIF":0.0000,"publicationDate":"2018-01-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"2","resultStr":"{\"title\":\"Variable Selection of Customers for Churn Analysis in Telecommunication Industry\",\"authors\":\"Vishal Mahajan, Renuka Mahajan\",\"doi\":\"10.4018/IJVCSN.2018010102\",\"DOIUrl\":null,\"url\":null,\"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\",\"PeriodicalId\":90871,\"journal\":{\"name\":\"International journal of virtual communities and social networking\",\"volume\":\"26 1\",\"pages\":\"17-32\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2018-01-01\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"2\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"International journal of virtual communities and social networking\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.4018/IJVCSN.2018010102\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"International journal of virtual communities and social networking","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.4018/IJVCSN.2018010102","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
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