Variable Selection of Customers for Churn Analysis in Telecommunication Industry

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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