The Nigeria telecom sector has experienced a major transformation in terms of growth, technological content, and market structure over the last decade as a result of policy and institutional reforms culminating to the liberalization of the sector and consequently, resulting in significant rise in competition. With the industry’s experience of an average of 41% annual churn rate and couple with the view that the cost of acquiring new customer is five times higher than maintaining an existing customer, customers retention is now seen to be even more important than customer acquisition. Therefore retaining customer has becomes a priority for most enterprise and there are compelling arguments for managers to carefully consider the factors that might increase customer’s retention rate. This study using logistic regression, therefore examine the effect of socio-economic factors on customer attrition by investigating the factors that influence subscribers churning one service provider for another.
Key words: Teledensity, customers’ retention, telecom, socio-economic factors.
Copyright © 2020 Author(s) retain the copyright of this article.
This article is published under the terms of the Creative Commons Attribution License 4.0