An Analysis on the Factors Causing Telecom Churn: First Findings

摘要

The exponential growth in number of telecom providers and unceasing competition in the market has caused telecom operators to divert their focus more towards customer retention rather than customer acquisition. Hence it becomes extremely essential to identify the factors causing a customer to switch and take proactive actions in order to retain them. The paper aims to review existing literature to bring up a holistic view of various factors and their relationships that cause a customer to churn in the telecommunication industry. A total of 140 factors related to customer churn were compiled by reviewing several studies on customer churn behavior. The identified factors are then discussed in detail with their impact on customer's switching behavior. The limitations of the existing studies and directions for future research have also been provided. The paper will aid practitioners and researchers by serving a strong base for their industrial practice and future research.