Abstract:
The Sri Lankan telecommunications
industry has emerged as an important problem of
frequent customer churn, which has direct effects on the
telecommunications industry’s revenue and profitability,
or its future sustainability. Customers also seem to be
churning at a fast pace in a competitive market making
it very important for service providers to be on the
lookout for anytime churn customers and determine why
they are churning. The main goals of this research are
the construction of a model of analyzing diverse factors
that may lead to customer dissatisfaction and an
evaluation of potential churn, with the primary focus on
allowing telecom operators to intervene to address
customers’ concerns. analyses are performed, and each
telecom company can use the system to identify likely
churners along with recommendations for timely
retention efforts to improve customer satisfaction.
