企业经济
企業經濟
기업경제
Enterprise Economy
2014年
7期
106~109
,共null页
系统动力学 客户满意度 客户流失倾向 手机用户转网
繫統動力學 客戶滿意度 客戶流失傾嚮 手機用戶轉網
계통동역학 객호만의도 객호류실경향 수궤용호전망
system dynamics; customer satisfaction; telecom customer churn; customer churn tendency
为最大程度地减少客户流失,在保持老客户的基础上吸引新客户,采用系统动力学方法,对手机用户转网行为进行研究。首先分析了手机用户转网的心理博弈过程,在此基础上分析手机用户转网行为的主要影响因素,构建了手机用户转网的系统动力学模型。利用此模型分析了多种因素对手机用户转网的影响,仿真结果表明,手机用户转网对控制变量的敏感程度从强到弱依次为:行业竞争强度、企业挽留力度、改善企业形象和用户间的影响力。此项研究对通信运营企业减少客户流失有积极的理论指导作用。
為最大程度地減少客戶流失,在保持老客戶的基礎上吸引新客戶,採用繫統動力學方法,對手機用戶轉網行為進行研究。首先分析瞭手機用戶轉網的心理博弈過程,在此基礎上分析手機用戶轉網行為的主要影響因素,構建瞭手機用戶轉網的繫統動力學模型。利用此模型分析瞭多種因素對手機用戶轉網的影響,倣真結果錶明,手機用戶轉網對控製變量的敏感程度從彊到弱依次為:行業競爭彊度、企業輓留力度、改善企業形象和用戶間的影響力。此項研究對通信運營企業減少客戶流失有積極的理論指導作用。
위최대정도지감소객호류실,재보지로객호적기출상흡인신객호,채용계통동역학방법,대수궤용호전망행위진행연구。수선분석료수궤용호전망적심리박혁과정,재차기출상분석수궤용호전망행위적주요영향인소,구건료수궤용호전망적계통동역학모형。이용차모형분석료다충인소대수궤용호전망적영향,방진결과표명,수궤용호전망대공제변량적민감정도종강도약의차위:행업경쟁강도、기업만류력도、개선기업형상화용호간적영향력。차항연구대통신운영기업감소객호류실유적겁적이론지도작용。
To reduce the customer churn and attract new customers simultaneously, the telecom customer churn model is studied with system dynamics method. The key factors for telecom customer churn are analyzed and the corresponding model based on system dynamics is built. Then, the effects of these key factors on the mobile - phone customer churn are described according to this model. Based on the simulation test of the model, we conclude that the sensitivity of the control variables to the customer churn from strong to weak is: competition intensity, customer care, enterprise image and the influences of users. The study results based on this model can play a theory guiding role for the telecom operators to reduce the customer churn.