Paper Information

Journal:   IRANIAN JOURNAL OF MANAGEMENT SCIENCES   SUMMER 2009 , Volume 4 , Number 14; Page(s) 63 To 91.
 
Paper: 

CHURN ANALYSIS FOR AN IRANIAN MOBILE OPERATOR CUSTOMERS; USING DATA MINING

 
 
Author(s):  KERAMATI ABAS, SEYEDIN ARDABILI S.M., SOHRABI BABAK
 
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Abstract: 

To avoid customer churn it is important for organizations to analyze their customers' behaviors and needs. In this paper attitudes leading to customer churn in a mobile operator are investigated. Logistic Regression Analysis is applied to analyze profile data of 3150 registered users of a mobile operator in Iran. Results show that customer complaint number, the extent of service use, and demographic characteristics of users are the most important factors affecting customer churn. Moreover, results of hierarchical regression analysis show that customer status (active or inactive) plays a mediating role between customer churn and customer profile.

 
Keyword(s): CUSTOMER RELATIONSHIP MANAGEMENT, CUSTOMER SURVIVAL, CUSTOMER CHURN, DATA MINING, MEDIATING EFFECT, MOBILE PHONE SERVICES
 
References: 
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