Please use this identifier to cite or link to this item:
Author(s): Portela, S.
Menezes, R.
Date: 2016
Title: Estimating a customer churn model in the ADSL industry in Portugal: The use of a Semi-Markov model
Volume: 3
Number: 1
Pages: 121 - 129
ISSN: 2408-1914
Keywords: Duration models
Semi-Markov models
Customer churn
Customer retention
Customer management
Abstract: Customer churn has been stated as one of the main reasons of profitability losses in the telecommunications industry. As such, it seems critical to have an a priori knowledge about the risk of a given customer to churn at any moment, in order to take preventive measures to avoid the defection of potentially profitable customers. This study intends to develop a duration model of the residential customer churn in this industry in Portugal. We found empirical evidence that the variables that influence customer churn are the total number of overdue bills since ever, average monthly spending, average value of additional internet traffic, payment method, equipment renting, and the subscription of a flat plan. We also found that the probability of a customer to churn is neither constant over time nor across customers.
Peerreviewed: yes
Access type: Open Access
Appears in Collections:DMQGE-RI - Artigos em revistas internacionais com arbitragem científica

Files in This Item:
File Description SizeFormat 
article_85821.pdfVersão Editora844,36 kBAdobe PDFView/Open

FacebookTwitterDeliciousLinkedInDiggGoogle BookmarksMySpaceOrkut
Formato BibTex mendeley Endnote Logotipo do DeGóis Logotipo do Orcid 

Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.