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Variable Selection of Customers for Churn Analysis in Telecommunication Industry

Variable Selection of Customers for Churn Analysis in Telecommunication Industry

Vishal Mahajan, Renuka Mahajan
Copyright: © 2018 |Volume: 10 |Issue: 1 |Pages: 16
ISSN: 1942-9010|EISSN: 1942-9029|EISBN13: 9781522543909|DOI: 10.4018/IJVCSN.2018010102
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MLA

Mahajan, Vishal, and Renuka Mahajan. "Variable Selection of Customers for Churn Analysis in Telecommunication Industry." IJVCSN vol.10, no.1 2018: pp.17-32. http://doi.org/10.4018/IJVCSN.2018010102

APA

Mahajan, V. & Mahajan, R. (2018). Variable Selection of Customers for Churn Analysis in Telecommunication Industry. International Journal of Virtual Communities and Social Networking (IJVCSN), 10(1), 17-32. http://doi.org/10.4018/IJVCSN.2018010102

Chicago

Mahajan, Vishal, and Renuka Mahajan. "Variable Selection of Customers for Churn Analysis in Telecommunication Industry," International Journal of Virtual Communities and Social Networking (IJVCSN) 10, no.1: 17-32. http://doi.org/10.4018/IJVCSN.2018010102

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Abstract

The telecommunication industry considers customer relationship management as a significant issue for organizational adaptation. Mobile service providers have enforced CRM with the objective to reduce the number of customers that churn. The objective of this article is to detect high impact factors leading to customer churn in the mobile industry over the present-day market situation in Delhi-NCR by using a questionnaire survey and examine their importance. The study is done to understand usage patterns of customers using mobile data services. The data collected was analyzed using descriptive statistics to identify the most common issues to identify attributes of selecting a service provider, cellular usage, and service quality. Thus, the authors have selected possible variables for modeling the decision tree to build a churn prediction model. A renewed customer service, after analyzing this experience, could predict those customers who are at risk of switching to a different provider.

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