Abstract:
"The era of technology has been used in every other industry as well as in each of personal life of
all human being in daily routing has made a huge impact from rapid growth of technologies.
With these advancements of internet & wireless technologies, so as the telecommunication
industry also put their effort on bringing modern technologies into the stage to enhance the user
experience & satisfaction by providing cost effective, securable & fast responsive easy access
through mobile & web platforms.
The users are then enabled with the intention of decomposing the traditional ways of all kind of
processes & activities by self-service technologies which facilitates the direct environment for
the customer for registration, top-ups, making payments, managing transactions etc irrespective
of the venue & time using those digital channels from a click a of few buttons for their
connections either it is voice or data. This approach benefits both of the parties whether it is the
service provider or as well as the customer.
Though the technology has been evolving so rapidly, the adoption to digital channels through
such as mobile apps, web sites & application, public KIOSK from user’s perspective is still
questionable due to the various of factors such as demographic, engagement, transaction &
behavior, psychographic information of the users. By encountering the facts, this paper forms the
structure to discover the factors affecting the customers for the digital adoption and applying
supervised machine learning approaches for predicting the propensity of them for adopting to the
digital channels by exploring their associated features. So, the next set of sections more focuses
on detail view of the research conducted."
