In competitive telecommunication environment, it is imperative to maintain an effective customer retention strategy even while mobile service operators attracting new customers. Not only acquiring new customers costly process, but successful customer retention helps build brand loyalty and good business reputation. Motivated by real mobile service operator data set, we designed and proposed a solution to employ survival analysis technique that estimates customers’ survivals and hazards. We aim to examine the impact of: campaign, tariff, tenure, age, auto-payment on survival times and hazards. After hazard ratios and survival experiences determined for each predictor, results enable mobile service operator to target the right customers to incentivize so that they can stay with their current operator. Proactive actions triggered by the results of the survival model is key to customer retention.
| Published in | American Journal of Theoretical and Applied Statistics (Volume 8, Issue 6) |
| DOI | 10.11648/j.ajtas.20190806.18 |
| Page(s) | 261-275 |
| Creative Commons |
This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited. |
| Copyright |
Copyright © The Author(s), 2019. Published by Science Publishing Group |
Customer Retention, Telecom Churn Prediction, Survival Analysis
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APA Style
Melik Masarifoglu, Ali Hakan Buyuklu. (2019). Applying Survival Analysis to Telecom Churn Data. American Journal of Theoretical and Applied Statistics, 8(6), 261-275. https://doi.org/10.11648/j.ajtas.20190806.18
ACS Style
Melik Masarifoglu; Ali Hakan Buyuklu. Applying Survival Analysis to Telecom Churn Data. Am. J. Theor. Appl. Stat. 2019, 8(6), 261-275. doi: 10.11648/j.ajtas.20190806.18
AMA Style
Melik Masarifoglu, Ali Hakan Buyuklu. Applying Survival Analysis to Telecom Churn Data. Am J Theor Appl Stat. 2019;8(6):261-275. doi: 10.11648/j.ajtas.20190806.18
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Download@article{10.11648/j.ajtas.20190806.18,
author = {Melik Masarifoglu and Ali Hakan Buyuklu},
title = {Applying Survival Analysis to Telecom Churn Data},
journal = {American Journal of Theoretical and Applied Statistics},
volume = {8},
number = {6},
pages = {261-275},
doi = {10.11648/j.ajtas.20190806.18},
url = {https://doi.org/10.11648/j.ajtas.20190806.18},
eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ajtas.20190806.18},
abstract = {In competitive telecommunication environment, it is imperative to maintain an effective customer retention strategy even while mobile service operators attracting new customers. Not only acquiring new customers costly process, but successful customer retention helps build brand loyalty and good business reputation. Motivated by real mobile service operator data set, we designed and proposed a solution to employ survival analysis technique that estimates customers’ survivals and hazards. We aim to examine the impact of: campaign, tariff, tenure, age, auto-payment on survival times and hazards. After hazard ratios and survival experiences determined for each predictor, results enable mobile service operator to target the right customers to incentivize so that they can stay with their current operator. Proactive actions triggered by the results of the survival model is key to customer retention.},
year = {2019}
}
TY - JOUR T1 - Applying Survival Analysis to Telecom Churn Data AU - Melik Masarifoglu AU - Ali Hakan Buyuklu Y1 - 2019/12/02 PY - 2019 N1 - https://doi.org/10.11648/j.ajtas.20190806.18 DO - 10.11648/j.ajtas.20190806.18 T2 - American Journal of Theoretical and Applied Statistics JF - American Journal of Theoretical and Applied Statistics JO - American Journal of Theoretical and Applied Statistics SP - 261 EP - 275 PB - Science Publishing Group SN - 2326-9006 UR - https://doi.org/10.11648/j.ajtas.20190806.18 AB - In competitive telecommunication environment, it is imperative to maintain an effective customer retention strategy even while mobile service operators attracting new customers. Not only acquiring new customers costly process, but successful customer retention helps build brand loyalty and good business reputation. Motivated by real mobile service operator data set, we designed and proposed a solution to employ survival analysis technique that estimates customers’ survivals and hazards. We aim to examine the impact of: campaign, tariff, tenure, age, auto-payment on survival times and hazards. After hazard ratios and survival experiences determined for each predictor, results enable mobile service operator to target the right customers to incentivize so that they can stay with their current operator. Proactive actions triggered by the results of the survival model is key to customer retention. VL - 8 IS - 6 ER -
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