A New Model for the Calculation of Customer Life-time Value in Iranian Telecommunication Companies
سال انتشار: 1394
نوع سند: مقاله ژورنالی
زبان: انگلیسی
مشاهده: 751
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شناسه ملی سند علمی:
JR_IJMAE-2-5_005
تاریخ نمایه سازی: 15 شهریور 1395
چکیده مقاله:
In this paper, we proposed a new model to evaluate a customer's lifetime value, considering non-financial elements such as the customer’s churn probability, cooperation capability, willingness to refer, willingness to recommend, and innovation. We tested our proposed model on customer data from a mobile phone operator to evaluate the effect of each element on the customer's lifetime value. Four hundred and twenty questionnaires were distributed and 400 questionnaires were determined to be suitable for our study. We employed structural equation modeling using Smart-PLS software and we have found that the innovation, customer’s churn, willingness to refer, and cooperation elements have the strongest effect on the customer's lifetime value.
کلیدواژه ها:
Customer life time value ، customer innovation ، cooperation potential ، willingness to recommend ، willingness to refer ، churn
نویسندگان
Reza Samizadeh
Assistant Professor, Department of Industrial Engineering, Alzahra University, Tehran, Iran
Hamidreza Koosha
Assistant Professor, Department ofIndustrial Engineering, Ferdowsi University of Mashhad, Mashhad, Iran
Soudabeh Namdar Zangeneh
Assistant Professor, Department of Industrial Engineering, Alzahra University, Tehran, Iran
Sahar Vatankhah
Department of Industrial Engineering, Alzahra University, Tehran, Iran