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

fYear

2010

fDate

18-20 Aug. 2010

Firstpage

111

Lastpage

116

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;

fLanguage

English

Publisher

ieee

Conference_Titel

Computer and Information Science (ICIS), 2010 IEEE/ACIS 9th International Conference on

Conference_Location

Yamagata

Print_ISBN

978-1-4244-8198-9

Type

conf

DOI

10.1109/ICIS.2010.70

Filename

5593128