Prioritizing factors influencing customer churn

The current study aims at presenting new model of Telecom companies’ customer churn based on literature review. Regarding research method, our study is typical of a cross-sectional study. A questionnaire-based survey was used to collect data from 415 customers of telecom companies. Fridman Test was performed to analyze data collected over a period of three months. The results indicated that service quality is the most significant factor followed by customer ,satisfaction, competitors with superior technology, cost of change, and advertising. respectively. These findings provide implications for the telecom companies as well as competition policies for the mobile industry.