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

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KERAMATI ABAS; SEYEDIN ARDABILI S.M.; SOHRABI BABAK

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Paper Information

Journal: IRANIAN JOURNAL OF MANAGEMENT SCIENCES Year:2009 | Volume:4 | Issue:14 Page(s): 63-91

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Information Journal Paper

Title

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

Author(s)

KERAMATI ABAS | SEYEDIN ARDABILI S.M. | SOHRABI BABAK | Issue Writer Certificate

Keywords

CUSTOMER RELATIONSHIP MANAGEMENTQ2

CUSTOMER SURVIVALQ3

CUSTOMER CHURNQ2

DATA MININGQ2

MEDIATING EFFECTQ3

MOBILE PHONE SERVICESQ2

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.

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References

تدوین و طراحی مدلی برای سنجش رضایت مندی مشتریان در صنعت بانکداری و اندازه گیری رضایت مندی مشتریان بانک ملت بر اساس آن

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APA: Copy

KERAMATI, ABAS, SEYEDIN ARDABILI, S.M., & SOHRABI, BABAK. (2009). CHURN ANALYSIS FOR AN IRANIAN MOBILE OPERATOR CUSTOMERS; USING DATA MINING. IRANIAN JOURNAL OF MANAGEMENT SCIENCES, 4(14), 63-91. SID. https://sid.ir/paper/130413/en

Vancouver: Copy

KERAMATI ABAS, SEYEDIN ARDABILI S.M., SOHRABI BABAK. CHURN ANALYSIS FOR AN IRANIAN MOBILE OPERATOR CUSTOMERS; USING DATA MINING. IRANIAN JOURNAL OF MANAGEMENT SCIENCES[Internet]. 2009;4(14):63-91. Available from: https://sid.ir/paper/130413/en

IEEE: Copy

ABAS KERAMATI, S.M. SEYEDIN ARDABILI, and BABAK SOHRABI, “CHURN ANALYSIS FOR AN IRANIAN MOBILE OPERATOR CUSTOMERS; USING DATA MINING,” IRANIAN JOURNAL OF MANAGEMENT SCIENCES, vol. 4, no. 14, pp. 63–91, 2009, [Online]. Available: https://sid.ir/paper/130413/en

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