scholarly journals Improved Customer Churn and Retention Decision Management Using Operations Research Approach

2017 ◽  
Vol 6 (2) ◽  
pp. 12-21
Author(s):  
Sulaimon Olanrewaju Adebiyi ◽  
Emmanuel Olateju Oyatoye ◽  
Bilqis Bolanle Amole
Keyword(s):  
Markov Chain ◽  
Operations Research ◽  
Research Approach ◽  
Service Firms ◽  
Sustainable Competitive Advantage ◽  
Organizational Strategies ◽  
Customer Churn ◽  
Multi Stage ◽  
Decision Management ◽  
Excel Solver

The relevance of operations research cannot be overemphasized, as it provides the best possible results in any given circumstance, through analysis of operations and the use of scientific method thus, this paper explore the combination of two operations research models (analytic hierarchy process and Markov chain) for solving subscribers’ churn and retention problem peculiar to most service firms. A conceptual model for unraveling the problem customer churn and retention decision management was proposed and tested with data on third level analysis of AHP for determining appropriate strategies for customer churn and retention in the Nigeria telecommunication industries. A survey was conducted with 408 subscribers; the sample for the study was selected through multi-stage sampling. Two analytical tools were proposed for the analysis of data. These include: Expert Choice/Excel Solver (using Microsoft Excel) and Windows based Quantitative System for Business (WinQSB). This paper plays important role in understanding various strategies for effective churn and retention management and the ranking of churn and retention drivers in order of importance to stakeholders` decision-making. The study provided a framework for understanding the application of AHP and Markov chain for modeling, analysing and proffering solution to problem of churn and retention. The study recommends organizational strategies (corporate, business and functional) that reverse the churn alternatives with high priority and equally strengthen service delivery on high priority retention alternatives in order to ensure firms sustainable competitive advantage. An erratum to this article has been published as https://doi.org/10.5195/emaj.2017.131.

scholarly journals Correction to: Adebiyi, Sulaimon Olanrewaju, Oyatoye, Emmanuel Olateju, Amole, Bilqis Bolanle “Improved Customer Churn and Retention Decision Management Using Operations Research Approach” Emering Markets Journal 6 (2): 12-21. 10.5195/emaj.2016.101

2017 ◽  
Vol 7 (1) ◽  
Author(s):  
Emerging Markets Journal Editors
Keyword(s):  
Literature Review ◽  
Operations Research ◽  
Research Approach ◽  
Review Section ◽  
Customer Churn ◽  
Decision Management

University affiliations for first author (Adebiyi, Sulaimon Olanrewaju) and third author (Amole, Bilqis Bolanle) were changed. The numbering for Literature Review section was changed from 1 to 2. Accordingly, numbering of all future (next) sections was adjusted. Corrections to figures and tables were made. Table 2.1 is now numbered 1, Figure 2.1 is numbered Figure 1, Figure 1 is numbered Figure 2, Table 4.1 is numbered Table 2, Figure 4.1 is numbered Figure 3, Table 4.2 is numbered Table 3 and Figure 4.2 is numbered Figure 4. A duplicated reference to Adeleke, A and Aminu S.A. (2012) on page 19 was removed. The original article can be found via the DOI http://dx.doi.org/10.5195/emaj.2016.101

scholarly journals Challenges of Urban Transport in the Face of Studentification – A Case Study of Toruń

2018 ◽  
Vol 11 (4) ◽  
pp. 90-109
Author(s):  
Mirosław Wylon ◽  
Agnieszka Kempa ◽  
Alicja Słowy ◽  
Justyna Chodkowska-Miszczuk
Keyword(s):  
Public Transport ◽  
Research Area ◽  
Urban Transport ◽  
Research Approach ◽  
Relative Speed ◽  
Multi Stage ◽  
The World ◽  
The Face ◽  
Different Dimensions

Summary Subject and purpose of work: Urban transport is a key element of the functioning of urban agglomerations around the world. As it is of strategic importance, the needs of its users have to be diagnosed. Due to the fact that students are the most numerous social group using public transport, particular attention should be paid to students as the real creators of the needs of urban transport. The paper aims to diagnose the challenges in urban transport shaped by the process of studentification based on the case study of Toruń. Materials and methods: The multi-stage research approach was adopted, among others a survey among students. The choice of the research area was determined by the fact that Toruń is one of the largest academic centres in Poland. Results: Toruń is experiencing the effects of the studentification process in different dimensions, including the spatial and transport facets. Conclusions: The majority of students use public transport, daily or several times a week. The most preferred means of transport is the tram owing to its relative speed and punctuality.

scholarly journals Predicting Customer Churn and Retention Rates in Nigeria’s Mobile Telecommunication Industry Using Markov Chain Modelling

2015 ◽  
Vol 3 (1) ◽  
pp. 67-80 ◽  
Author(s):  
Sulaimon Olanrewaju Adebiyi ◽  
Emmanuel Olateju Oyatoye ◽  
Joseph Nnamdi Mojekwu
Keyword(s):  
Markov Chain ◽  
Retention Rate ◽  
Secondary Data ◽  
Developed Countries ◽  
Service Industries ◽  
Retention Rates ◽  
Telecommunication Industry ◽  
Mobile Telecommunication ◽  
Customer Churn ◽  
Markov Chain Modelling

AbstractThe telecommunication industry is one of the service industries that is most affected by the problem of subscribers’ churn. Although several techniques have been used to predict customer churn in developed countries, many of those studies used secondary data which are not readily available in Nigeria for researchers. This study investigates how Markov chains help in modelling and predicting the customer churn and retention rate in the Nigerian mobile telecommunication industry. The data generated through the survey were input in the Windows-based Quantitative System for Business (WinQSB) for analysis. The results reveal that in the study area MTN has the highest retention rate (86.11%), followed by GLO (70.51%), Airtel (67%), and Etisalat (67.5%). This result has implications for telecom firms’ strategies for competitive advantage in particular and survival in general.

ORGANISATIONAL CULTURE AND LEADERSHIP AS MEDIATORS OF SERVICE INNOVATION AND FIRM COMPETITIVENESS: A STUDY OF AN EMERGING ECONOMY

2016 ◽  
Vol 20 (07) ◽  
pp. 1650064 ◽  
Author(s):  
THOMAS ANNING-DORSON
Keyword(s):  
Practical Implication ◽  
Service Innovation ◽  
Internal Boundary ◽  
Service Firms ◽  
Sustainable Competitive Advantage ◽  
Service Firm ◽  
Mediating Role ◽  
Strategic Assets ◽  
Innovative Culture ◽  
Innovation Leadership

It has become imperative for researchers to mark out the institutional limits and conditions within which innovation is the most useful strategy and to establish the extent to which its efficacy is conditioned by innovative culture and leadership of the service firm. This paper makes contribution to the service innovation literature by showing the internal boundary conditions under which service innovation can effectively enhance the competitiveness of the service firm. An empirical research design comprised two sets of data collected from service managers; the first for validation and the second for structural analysis of our framework. Five service innovation dimensions were found and that innovation leadership partially mediated the relationship between the service innovations and a service firm’s competitiveness. Innovative culture also mediates the service innovations and competitiveness. In contrast to previous studies which examined the direct effect of innovation on competitiveness, our study found that the mediating role of internal conditions brings about complementarity of strategic assets which produces sustainable competitive advantage to the service firm. The practical implication is that service firms must be equally interested in creating a fundamental service philosophy through their culture and leadership to build competitive advantages.

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