A Model for Customer Churn Prediction in the Iranian Telecommunication Companies (in Persian)

Sahar Vatankhah (), Reza Samizadeh () and Soudabeh Namdar Zangeneh ()
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Sahar Vatankhah: Iran
Reza Samizadeh: Iran
Soudabeh Namdar Zangeneh: Iran

Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت و توسعه), 2016, vol. 29, issue 2, 99-116

Abstract: Customer churn happens when a customer, due to his/her dissatisfaction with the services of an organization, stops his/her relationship with it and turns to other suppliers. Identifying and understanding the reasons bringing up this concept is a cause for survival in competitive conditions. The purpose of this article is to identify factors affecting customer churn in one of the mobile operators in Iran. Regarding the purpose, this article is applied and as for the collection of data, it is a descriptive survey. To collect data, 420 respondents were randomly selected and questionnaires were distributed among them. To analyze data, structural equation modeling together with Smart PLS software were used. The results show that customer satisfaction, churn barriers and trust negatively impact customer churn behavior. Also, fee services satisfaction factors and the service quality satisfaction have significant positive relationship with customer satisfaction.

Keywords: Customer Relationship Management; Customer Churn Rate; Churn Factor Determination; Satisfaction; Trust; Churn Barriers. (search for similar items in EconPapers)
Date: 2016
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