Mining churning factors in Indian telecommunication sector using social media analytics

Abstract

In this paper we address the problem of churning in the telecommunication sector in Indian context. Churning becomes a challenging problem for telecom industries especially when the subscriber base almost reaches saturation level. It directly affect the revenue of the telecom companies. A proper analysis of factors affecting churning can help the telecom service providers to reduce churning, satisfy their customers and may be design new products to reduce churning. We use social media analytics, in particular twitter feeds, to get opinion of the users. The main contribution of the paper is feasibility of data mining tools, in particular association rules, to determine factors affecting churning. © 2014 Springer International Publishing.