Title :
Customer Segmentation in Mobile Carrier Choice Modeling
Author :
Takano, Yuuki ; Inoue, Akiya ; Kurosawa, Takeshi ; Iwashita, Motoi ; Nishimatsu, Ken
Author_Institution :
Dept. of Manage. Inf. Sci., Chiba Inst. of Technol., Chiba, Japan
Abstract :
Service choice behavior of customers is becoming complicated and diversified in the mobile phone market. The aim of this paper is to analyze mobile carrier choice behavior and clarify the customer segments and their decision-making factors. We classify mobile phone customers into two groups: churning customers and stable customers. Customer segmentation is carried out based on survey data for each customer group in order to clarify the decision-making factors. We propose a new service choice modeling with regard to mobile carriers based on the customer segmentation results.
Keywords :
customer relationship management; decision making; mobile handsets; telecommunication industry; churning customers; customer segmentation; decision-making factors; mobile carrier choice modeling; stable customers; Analytical models; Biological system modeling; Data models; Decision making; Information science; Mobile communication; Mobile handsets; customer segmentation; discrete choice analysis; mobile carrier choice model; mobile number portability; mobile phone demand;
Conference_Titel :
Computer and Information Science (ICIS), 2010 IEEE/ACIS 9th International Conference on
Conference_Location :
Yamagata
Print_ISBN :
978-1-4244-8198-9
DOI :
10.1109/ICIS.2010.70
