A Study on Factors Affecting Consumer Churn in The Indian Telecom Industry

Factors affecting consumer churn is important to study in order to reduce the consumer churn for a particular brand in telecom industry. As per research by Verint® Systems Inc with 34000 consumers would wide published in the Forbes 2019, consumer retention is on declining trend, study shows that two third of customers are willing to change the product and service, which may results in churn for existing company. In mobile industry as per data by Telecom Regulatory Authority of India for March’20, 5.74 Million unique porting requests has been generated by Indian mobile consumers which shows the consumer’s intention to change the existing mobile operator. Hence there is opportunity to review the factors affecting consumer churn. In the given paper author tried to find mobile consumer influencing factors that affects the churn and data analysis is done with exploratory factor analysis. Results showed that the Digital Experience, Service Delivery, Consumer interaction, Monitory benefits, and Product promotions significantly contributed in explaining consumer churn.