Applying Survival Analysis to Telecom Churn Data
American Journal of Theoretical and Applied Statistics
Volume 8, Issue 6, November 2019, Pages: 261-275
Received: Feb. 12, 2018; Accepted: Mar. 5, 2018; Published: Dec. 2, 2019
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Melik Masarifoglu, Department of Statistics, Yildiz Technical University, İstanbul, Turkey
Ali Hakan Buyuklu, Department of Statistics, Yildiz Technical University, İstanbul, Turkey
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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.
Customer Retention, Telecom Churn Prediction, Survival Analysis
To cite this article
Melik Masarifoglu, Ali Hakan Buyuklu, Applying Survival Analysis to Telecom Churn Data, American Journal of Theoretical and Applied Statistics. Vol. 8, No. 6, 2019, pp. 261-275. doi: 10.11648/j.ajtas.20190806.18
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