Determinants of Customer Churning Behavior in Mobile Communications- A Case Study of Operator in Taiwan.

• Main Authors: Liao, Tzu-Yi, 廖子逸
• Other Authors: Yang, Chyan
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/xj5kmj

碩士 === 國立交通大學 === 管理學院經營管理學程 === 103 === In retrospect the telecommunication operation in Taiwan, government has implemented liberal policy in the telecommunications service industry in 1997. The decision has opened the door for private telecommunication firms and the telecommunications market changed to the condition of fierce competition. As of today, there are 9 operators running 2G, 3G, 4G, PHS and WiMAX system in Taiwan. With the growth of the mobile penetration and the Number Portability policy’s opening, the NP policy intensifies the market competition develops well. According to National Communications Commission’s data, the total effective cellphone numbers in Taiwan reached 28 millions in Dec. 2014. Because churn management has became a fundamental concern since the Taiwan mobile communication market is on the verge of saturation, companies’ strategies to handle churn issue have been directed to survive or maintain an advantage in such a competitive marketplace. This study constructs questionnaire by phone interviewing with mobile users and using data mining methodology. This study examines the key factors for customer churn rate and builds up the churn rate prediction model to help mobile operators to identify the possible NP threat.