Subscriber churning of Madhya Pradesh and Chhattisgarh telecom service providers: A factor based study

Churn is the buzz word in the current scenario for telecom industry. Today the telecom companies need to pull and integrate enormous amounts of data. ‘Churn ’is a word derived from change and turn. It means the discontinuation of a contract (Lazarov and Capota, 2007). The Challenge is to increase the Customer Loyalty and shrink the churn. To achieve a 360° approach to ‘customer know-how ’and build a sustainable competitive advantage, telecom companies must gain a deep understanding and thought of customer attitudes, behaviors and actions apart from the promotional strategy. This is essential to improve customer acquisition and retention and will eventually help in reducing the churn. At the backend, it will help in improving operational efficiency, increase in revenue, reduce operating expenses and simplify business operations. Development of the business commandments and tactics by the telecom industry will play an important role to increase the opportunities and trim down the churn. In this study, subscriber churn factors were determined by applying factor analysis with the help of SPSS software. Data was collected through a field survey using a questionnaire from customer who ported-out and churn factors were identified.