Study affective variables in mobile customers churn

Subject Areas : مدیریت

Mehdy Kazami ¹ , Roya HejaziNia ²

1 - Assistant Professor , Departement of Management , Sistan and Balochestan university, Zahedan , Iran
2 - Ph.D.Candidate, Departement of Management , Sistan and Balochestan university, Zahedan , Iran

Received: 2017-10-23 Accepted : 2017-10-23 Published : 2017-02-19

Keywords: Quality of Service, MCI Inc, Customers churn,

Abstract :

The main objective of this paper is to identify variables predictive effective in customers churn in MCI Company. This research is descriptive -correlation study and it conducted the field study. Population of this study is all postpaid mobile subscribers in Zahedan, who were enabled in the period of data collection. Data has been collected through a questionnaire containing 56 questions. the validity of research confirmed by a group of experts and its reliability also confirmed by Cronbach's alpha coefficient(0.84).A number of 500 copies of questionnaires distributed between members of the study population in person and 415copies of questionnaires, analyzed. For data analysis ,we used single-sample t-test, ANOVA and regression analysis in SPSS 19 software .The results showed that expect of two variables(price and security concerns) quality of service, customer dissatisfaction ˓ entry competitor with superior technology , switching costs , Advertise and a number of customer status information(Age ˓ jobs ˓ amount of time purchased SIM cards) had a significant relationship with the customers churn