Welcome to the InfoSci Platform
Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data

Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data

Alexis Huet, Ye Ouyang, Mantian (Mandy) Hu, Xinling Dai
Copyright: © 2016 |Volume: 8 |Issue: 1 |Pages: 9
ISSN: 1941-8663|EISSN: 1941-8671|EISBN13: 9781466690608|DOI: 10.4018/IJITN.2016010102
Cite Article Cite Article

MLA

Huet, Alexis, et al. "Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data." IJITN vol.8, no.1 2016: pp.12-20. http://doi.org/10.4018/IJITN.2016010102

APA

Huet, A., Ouyang, Y., Mantian (Mandy) Hu, & Dai, X. (2016). Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data. International Journal of Interdisciplinary Telecommunications and Networking (IJITN), 8(1), 12-20. http://doi.org/10.4018/IJITN.2016010102

Chicago

Huet, Alexis, et al. "Identifying Dissatisfied 4G Customers from Network Indicators: A Comparison between Complaint and Survey Data," International Journal of Interdisciplinary Telecommunications and Networking (IJITN) 8, no.1: 12-20. http://doi.org/10.4018/IJITN.2016010102

Export Reference

Mendeley
Favorite Full-Issue Download

Abstract

Feedback data directly collected from users are a great source of information for telecom operators. They are usually retrieved as complaints and survey data. For the mobile telecoms sector, one purpose is to manage those data to identify network problems leading to customer dissatisfaction. In this paper, a quantitative methodology is used to predict dissatisfied users. It focuses on extraction and selection of predictive features, followed by a classification model. Two sets of data are used for experiments: one is related to complaints, the other to survey data. Since the methodology is similar for those two sets, prediction efficiency and influence of features are compared. Specific influence of user loyalty in survey data is highlighted. Thus, the methodology presented in this article provides a reference for the mobile operators to improve procedures for collecting feedback answers.

Request Access

You do not own this content. Please login to recommend this title to your institution's librarian or purchase it from the IGI Global bookstore.