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Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe

Received: 27 June 2013     Published: 10 August 2013
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Abstract

Internet is now considered indispensible in Zimbabwe's economic and social structures and world over. Jostling of operators to provide internet services has seen competition rise in Zimbabwe, leading to customer churn. The problem has tossed so many telecoms companies. Customer churn refers to the propensity to cease doing business with a company in a given time period. Companies are struggling to keep their customers from defecting. What then needs to be done? Formulation of robust set of strategies may be the solution to this headache. This paper seeks to come up with a model for strategy formulation, in order to establish strategies that reduce customer churn. The SWOT analysis, AHP and Linear Programming model were used to find the optimal strategy that would be implemented by the case study company, so as to reduce customer churn. The paper not only demonstrates strategy formulation using the model, but enlighten on the need to use quantitative analysis in strategy formulation.

Published in Science Journal of Applied Mathematics and Statistics (Volume 1, Issue 2)
DOI 10.11648/j.sjams.20130102.11
Page(s) 7-24
Creative Commons

This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.

Copyright

Copyright © The Author(s), 2013. Published by Science Publishing Group

Keywords

Customer Churn, SWOT Analysis, AHP, Linear Programming

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Cite This Article
  • APA Style

    Ndava Constantine Mupondo, Brain Kusotera, Desmond Mwembe, Susan Maposa. (2013). Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe. Science Journal of Applied Mathematics and Statistics, 1(2), 7-24. https://doi.org/10.11648/j.sjams.20130102.11

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    ACS Style

    Ndava Constantine Mupondo; Brain Kusotera; Desmond Mwembe; Susan Maposa. Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe. Sci. J. Appl. Math. Stat. 2013, 1(2), 7-24. doi: 10.11648/j.sjams.20130102.11

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    AMA Style

    Ndava Constantine Mupondo, Brain Kusotera, Desmond Mwembe, Susan Maposa. Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe. Sci J Appl Math Stat. 2013;1(2):7-24. doi: 10.11648/j.sjams.20130102.11

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  • @article{10.11648/j.sjams.20130102.11,
      author = {Ndava Constantine Mupondo and Brain Kusotera and Desmond Mwembe and Susan Maposa},
      title = {Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe},
      journal = {Science Journal of Applied Mathematics and Statistics},
      volume = {1},
      number = {2},
      pages = {7-24},
      doi = {10.11648/j.sjams.20130102.11},
      url = {https://doi.org/10.11648/j.sjams.20130102.11},
      eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.sjams.20130102.11},
      abstract = {Internet is now considered indispensible in Zimbabwe's economic and social structures and world over. Jostling of operators to provide internet services has seen competition rise in Zimbabwe, leading to customer churn. The problem has tossed so many telecoms companies. Customer churn refers to the propensity to cease doing business with a company in a given time period. Companies are struggling to keep their customers from defecting. What then needs to be done? Formulation of robust set of strategies may be the solution to this headache. This paper seeks to come up with a model for strategy formulation, in order to establish strategies that reduce customer churn. The SWOT analysis, AHP and Linear Programming model were used to find the optimal strategy that would be implemented by the case study company, so as to reduce customer churn. The paper not only demonstrates strategy formulation using the model, but enlighten on the need to use quantitative analysis in strategy formulation.},
     year = {2013}
    }
    

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    Y1  - 2013/08/10
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    AB  - Internet is now considered indispensible in Zimbabwe's economic and social structures and world over. Jostling of operators to provide internet services has seen competition rise in Zimbabwe, leading to customer churn. The problem has tossed so many telecoms companies. Customer churn refers to the propensity to cease doing business with a company in a given time period. Companies are struggling to keep their customers from defecting. What then needs to be done? Formulation of robust set of strategies may be the solution to this headache. This paper seeks to come up with a model for strategy formulation, in order to establish strategies that reduce customer churn. The SWOT analysis, AHP and Linear Programming model were used to find the optimal strategy that would be implemented by the case study company, so as to reduce customer churn. The paper not only demonstrates strategy formulation using the model, but enlighten on the need to use quantitative analysis in strategy formulation.
    VL  - 1
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Author Information
  • Applied Mathematics Department, National University of Science and Technology, Bulawayo, Zimbabwe

  • Applied Mathematics Department, National University of Science and Technology, Bulawayo, Zimbabwe

  • Applied Mathematics Department, National University of Science and Technology, Bulawayo, Zimbabwe

  • Mathematics Department, Midlands State University, Gweru, Zimbabwe

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