Paper Key : IRJ************657
Author: Shivanshu Pandey,Shasank Tripathi,Dr. Yashesh Zaveri
Date Published: 05 Apr 2025
Abstract
The Indian telecommunications sector has experienced high growth and stiff competition, with customer retention becoming a key challenge for service providers. This research aims to examine customer churn in Reliance Jio, a top telecom operator in India, using a predictive strategy to retention and customer satisfaction. The research uses past customer data and predictive analytics to create a churn forecasting model that allows for proactive retention strategies. Segmentation of customers by the risk of churn is suggested to create customized retention strategies to boost customer satisfaction and minimize attrition rates. The research also examines the impact of loyalty programs, competitive pricing and improved service quality in combating churn.Conclusion of this research offers useful information to Reliance Jio's management and telecommunication industry stakeholders, providing evidence-based suggestions to enhance the company's customer engagement, maximize retention attempts and achieve long-term customer loyalty. This research adds to the research literature on the prediction of churn while offering implementable suggestions to maintain market leadership in the fast-paced telecommunication industry.
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