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

Ndava Constantine Mupondo; Brain Kusotera; Desmond Mwembe; Susan Maposa

doi:doi:10.11648/j.sjams.20130102.11

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

Ndava Constantine Mupondo, Brain Kusotera, Desmond Mwembe, Susan Maposa

Published in Science Journal of Applied Mathematics and Statistics (Volume 1, Issue 2)

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

References

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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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TY - JOUR
T1 - Use of Multistage Optimisation Technique in Formulation of Strategies to Reduce Customer Churn Problem Facing Internet Operators in Zimbabwe
AU - Ndava Constantine Mupondo
AU - Brain Kusotera
AU - Desmond Mwembe
AU - Susan Maposa
Y1 - 2013/08/10
PY - 2013
N1 - https://doi.org/10.11648/j.sjams.20130102.11
DO - 10.11648/j.sjams.20130102.11
T2 - Science Journal of Applied Mathematics and Statistics
JF - Science Journal of Applied Mathematics and Statistics
JO - Science Journal of Applied Mathematics and Statistics
SP - 7
EP - 24
PB - Science Publishing Group
SN - 2376-9513
UR - https://doi.org/10.11648/j.sjams.20130102.11
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
IS - 2
ER -

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Author Information

Ndava Constantine Mupondo

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

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

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

Mathematics Department, Midlands State University, Gweru, Zimbabwe

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Plain Text BibTeX RIS

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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