Users on the Move: On Relationships Between QoE Ratings, Data Volumes and Intentions to Churn

Abstract

Abstract-For a long time, the risk of customer churn, i.e. to leave an operator, has been used as argument in favor of Quality or Experience (QoE) research. However, the understanding of how churn behavior and QoE are related is still limited. This is problematic, as customer retention and churn prediction have grown in importance in face of ever-growing competition on the telecom market. The work presented in this paper aims to make a contribution in this respect, by exploring the relationships between QoE ratings, data volumes and churn risk through a longitudinal user study. Using an Experience Sampling Methodinspired approach we have been collecting weekly feedback on experienced quality, annoyance and intentions to churn from 22 users for up to eight weeks. Additionally, measurements of weekly used data volumes were collected. We observed churning behavior for 3 out of 22 participants and analyze the rating and data usage profiles of churners against non-churners. Furthermore, we investigate correlations of ratings and volumes, and find that "annoyed churners surf less". Our findings point out warning signals for potential user churn as well as promising directions for future studies.

The Theoretical-Conceptual Model of Churning in Human Resources: The Importance of Its Operationalization

“…Notwithstanding the abovementioned leading causes for the occurrence of churning, [23] also emphasized that factors such as age group, academic background, genre, sector of activity, among others, also tend to weigh in on an individual's decision to leave their current job title. Interestingly, [24] stressed that the decision to remain or leave an organization could also be linked to several other reasons: work environment, (dis)regard for gender equality, and salary equity, for personal reasons (such as the case of reallocation due to family circumstances, maternal/parental leave, medical reasons), and even due to conflictual relations with managers and/or other colleagues.…”

Dispel the Clouds and See the Sun: Influencing Factors and Multiple Paths of User Retention Intention Formation

“…The rapid development of network and transmission technologies has facilitated a variety of multimedia applications and broadcast services and led to end-users expecting better quality of experience (QoE) from service providers. A consensus has yet to form on the constitutive dimensions of quality of experience [31], and further discussion regarding the microscopic mechanisms underlying the role of experience quality and user retention thus remains necessary [32]. In addition, Pan and Huang [16] found through a study of customers of experiential products that brand attachment and trust exhibited a significant correlation with user behavior.…”