Telekomünikasyon Sektöründe Müşteri Ayrılma Tahmin Analizi Çalışmaları Derlemesi

Yıl 2017, Cilt: 7 Sayı: 2, 696 - 705, 01.06.2017

Fatih Kayaalp

Öz

Müşteri Ayrılma Tahmin Analizi, dünya çapındaki müşteri odaklı sektörlerdeki şirketlerin müşterilerinin davranışlarını analiz ederek, bu müşterilerden hizmet almayı bırakmayı düşünenleri tahmin etmeye yönelik olarak kullandıkları bir inceleme şeklidir. Veri madenciliği temelli bu analiiz yöntemi, günümüzdeki ticari şartlarda yeni müşteri kazanmanın eldekini tutmaya göre daha maliyetli olması dolayısıyla çok daha önemli bir hale gelmiştir. Sunulan çalışmada, literatürde bulunan haberleşme sektörüne yönelik yapılmış Müşteri Ayrılma Tahmin Analizi çalışmaları, bu çalışmalarda sıklıkla kullanılan veri madenciliği yöntemleri, elde edilen sonuçlar ve performansları hakkında bilgi vermek ve ileriye yönelik çalışmalara ışık tutmak amaçlanmıştır. Derlemenin güncel olması için de son beş yıldaki yayınlar ve ağırlıklı olarak da son iki yıldaki çalışmalara yer verilmiştir

Anahtar Kelimeler

Müşteri ayrılma tahmin analizi, Veri madenciliği, Haberleşme

Review of Customer Churn Analysis Studies in Telecommunications Industry

Öz

Churn Analysis is one of the world wide used analysis on Subscription Oriented Industries to analyze customer behaviors to predict the customers which are about to leave the service aggrement from a company. It is based on Data Mining methods and algorithms and become so important for companies in today’s commercial conditions as gaining a new customer’s cost is more than holding the existing ones.The paper reviews the releveant studies on Customer Churn Analysis on Telecommunication Industry in literature to present a general information to readers about the frequently used data mining methods used, results and performance of the methods and shedding a light to further studies. To keep the review up to date, studies published in last five years and mainly last two years have been included.

Anahtar Kelimeler

Churn Analysis, Data Mining, Telecommunications

Kaynakça

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