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.

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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