IDEAS home Printed from https://ideas.repec.org/a/auv/jijmdp/v29y2016i2p99-116.html
   My bibliography  Save this article

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

Author

Listed:
  • Vatankhah, Sahar

    (Iran)

  • Samizadeh, Reza

    (Iran)

  • Namdar Zangeneh, Soudabeh

    (Iran)

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.

Suggested Citation

  • Vatankhah, Sahar & Samizadeh, Reza & Namdar Zangeneh, Soudabeh, 2016. "A Model for Customer Churn Prediction in the Iranian Telecommunication Companies (in Persian)," Management and Development Process Quarterly (٠صلنامه ٠رایند مدیریت Ùˆ توسعه), Institute for Management and Planning studies, vol. 29(2), pages 99-116, September.
    • Handle: RePEc:auv:jijmdp:v:29:y:2016:i:2:p:99-116
    as

    Download full text from publisher

    File URL: http://jmdp.ir/article-1-1290-en.pdf
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-1290-en.html
    Download Restriction: no
    File URL: http://jmdp.ir/article-1-1290-fa.html
    Download Restriction: no
    ---><---

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:auv:jijmdp:v:29:y:2016:i:2:p:99-116. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Nahid Jebeli (email available below). General contact details of provider: https://edirc.repec.org/data/irpdair.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.