Applying Survival Analysis to Telecom Churn Data

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Atıf İçin Kopyala

Masarifoglu M., Büyüklü A. H.

American Journal of Theoretical and Applied Statistics, cilt.8, sa.6, ss.261-275, 2019 (Hakemli Dergi)

• Yayın Türü: Makale / Tam Makale
• Cilt numarası: 8 Sayı: 6
• Basım Tarihi: 2019
• Doi Numarası: 10.11648/j.ajtas.20190806.18
• Dergi Adı: American Journal of Theoretical and Applied Statistics
• Derginin Tarandığı İndeksler: Other Indexes
• Sayfa Sayıları: ss.261-275
• Yıldız Teknik Üniversitesi Adresli: Evet

Özet

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.