Determinants of Customers Churn in Emerging Telecom Markets - A Study Of Indian Cellular Subscribers

Determinants of Customers Churn in Emerging Telecom Markets

  Marketing is said to be a zero sum game i.e. each gain of customer for a firm is always at the expense of some other firm’s customers. Therefore in a marketplace churn is a natural occurrence. Chum in Indian tele∞m market is among the highest in growing telecom markets. By using binary logistics regression analysis based models based covering a sample of 822 Indian telecom subscribers; this paper attempts to examine the determinants of churn. The future churn is found to be dependent on satisfaction level of the customer with the service provider， attitude and loyally of the customer variables， intended churn (i.e. intention to churn) and current loyally (defined as intention to recommend) and distraction (i.e. intention to experiment).