The Reason of Customer Churn - A Case Study of a Doemstic Autoservice Company

• Main Authors: Jen-Wei Hung, 洪任緯
• Other Authors: Farn-Shing Chen
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/82720118528909101441

碩士 === 國立彰化師範大學 === 工業教育與技術學系 === 95 === For the economy has being in a slump, many industries have put money into Mainland China. Besides, the chaos problem of financial market has result in the reduction of consumption ability and internal necessary. Last year, a lot of service industries were confronted with quite severe influence. Especially, the business achievement of Domestic Automobile Service declined to 70 percent. Customer retention is an important issue for corporations, because no customer retention is equal to customer churn. However, the number of related studies on customer churn was few, and most used data mining techniques to analyze customer database. Their contributions were to take precautions by predicting the model of customer churn. This research goal main discussion domestic product passenger vehicle post-sale service customer churn the reason. In order to find out the influence factors, first this paper surveys related works on customer churn, and then edits outlines to interview the lost customers in depth. Second, discovers the lacking part, and revises study architecture to develop questionnaire. Carries on the questionnaire survey. research discussion for the domestically produced passenger vehicle post-sale service because of the Cognitive Price. Next reason is service quality.Finally, mining the real reasons for customer churn provides corporations with consulting suggestions to improve management.