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Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung
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Final Project Presentation: Analyzing Churn Market in the Use of Mobile Phone Provider in Bandung

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Bachelor Final Project Presentation, talking about churning market in mobile phone provider in Bandung, West Java, Indonesia

Bachelor Final Project Presentation, talking about churning market in mobile phone provider in Bandung, West Java, Indonesia

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  • 1. ANALYZING MARKET CHURN IN THE USE OF MOBILE PHONE PROVIDER IN BANDUNG; A CASE STUDY OF PT INDOSAT TBK. INDONESIAFINAL PROJECT BY:IHSAN NUR HADI19007007 1
  • 2. Agenda Background Question to be Answered Methodology Findings & Analysis Result AnalysisAgenda Recomendation 2
  • 3. IndonesiaBackground Question to be answered Methodology Findings & Analysis Result Analysis Reccomendation Communicate all around 33 Provinces ≥10.000 islands source: http://id.wikipedia.org/wiki/Daftar_provinsi_Indonesia 3
  • 4. IndonesiaBackground Question to be answered Methodology Findings & Analysis Result Analysis Reccomendation 9 Cell Phone Provider 4
  • 5. IndonesiaBackground Question to be answered Methodology Findings & Analysis Result Analysis Reccomendation 5
  • 6. IndonesiaBackground Question to be answered Methodology Findings & Analysis Result Analysis Reccomendation 6
  • 7. IndonesiaBackground Question to be answered Methodology Findings & Analysis Result Analysis Reccomendation ? ? ? 7
  • 8. Background Questions to be Answered Methodology Findings & Analysis Result Analysis Reccomendation Questions to be Answered 1. When was the last time the user change the cell phone provider? ? 2. What is the most frequent provider that the user currently use? What is the reason the user using this provider? 3. What kind of characteristic that makes differentiation between loyal customer & switcher customer? 4. What factors that make the user stay on their cell phone provider? 8
  • 9. Background Question to be Answered Methodology Findings & Analysis Result Analysis Reccomendation Research Design Explorative Research: Problem Identification Descriptive Research Literature StudyResearch Quantitative Data Collection: Data Analysis Distributive QuestionnaireDesign Conclusion Final Report 9
  • 10. Background Question to be Answered Methodology Findings & Analysis Result Analysis Reccomendation Methodology • Location  Bandung • Sampling Size  210 Respondent (using Slovin Method) Male and Female, 15-50 years oldMetho Live in Bandung • Method" "  Quantitative Research • Product usage  All Operatordology 2,234,231 1+2,234,231*0.072 = 210 respondent 10
  • 11. Background Question to be Answered Methodology Findings & Analysis Result Analysis Reccomendation Findings and Analysis 11
  • 12. Background Question to be Answered Methodology Findings & Analysis Result Analysis ReccomendationRespondent Profile Usage Pattern Age Living Area 50% 38% 20% 20% 52% 48% 20% 19% 12% 20% 15-19thn 20-24thn Urban 25-29thn Suburban 30-40thn Loyal Switcher New 40-50thnCan be seen the loyal customer are more dominant than the switcher customer16% the rest of it classified as the new customerAge of respondent is ranged between 20-24 years oldBy its demography, 48% of the customer live in the outer city, then 52% live in theinner city 12
  • 13. Background Question to be Answered Methodology Findings & Analysis Result Analysis Reccomendation Profile Highlight Usage Pattern 50% Loyal Customer• Most of the loyal customer dominated by the 38% age between 40-50 years old.• Most of the occupation are employee• The loyal customer mostly live in the outer city• Duration of the usage mostly more than 12 monthSwitcher Customer Loyal Switcher• Almost 50% of the customer like to change their provider card, age between 15-24 years old• Mostly the occupation are students• Mostly live in the outer city•Duration of the usage mostly between 1-6 month 13
  • 14. Background Question to be Answered Methodology Findings & Analysis Result Analysis ReccomendationFor Loyal Customer Lifetime Usage Pattern < 1Month Occupation 4% 1-3Months Student 3% 3-6Months 3% College Student 7% 6-12Months 16% 9% 9% Housemaid 12% > 12Months Merchant Employee 8% 5% Professional 74% 11% 10% Businessman Teacher 29% Retireman Gender Woman 52% 48% Man 50% 38% Living Area Age 14% 15-19thn Urban 31% 20-24thn Suburban 25-29thn 53% 47% 14% 30-40thn 40-50thn 24% 17% Loyal Switcher 14
  • 15. Background Question to be Answered Methodology Findings & Analysis Result Analysis ReccomendationFor Switcher Customer Usage Pattern Lifetime 6% < 1Month Occupation 1-3Months 6% 3-6Months Student 14% 3% College Student 6-12Months 1% > 12Months Housemaid 18% Merchant 43% Employee 31% 1% 2% 41% Professional Gender Businessman Woman 34% 56% 44% Man 50% 38% 3% Age 15% 15-19thn Living Area 20-24thn 25-29thn Urban 44% 30-40thn Suburban 55% 45% 38% Loyal Switcher 15
  • 16. Background Question to be Answered Methodology Findings & Analysis Result Analysis ReccomendationBrand Usage & Lifetime Loyal Customer Switcher Customer Brand Usage Brand Usage • Loyal Customer in Bandung using IM3 • Mostly switcher Customer in Bandung Card and Simpati Card by 39% and using the IM3 card by 33% . Then 25%. Then followed by other provider followed by other provider like Simpati, like Esia, Kartu As, and also XL Kartu As, and also Esia. Lifetime Lifetime • All card user, Axis, Flexi, XL, and mentari • All the XL customer using their card more using their card more than one year. than one year. • IM3 and Simpati card usage are evenly • Otherwise, IM3 and Simpati card are from the time less than one month until evenly from the time less than one month more than 12 months. until more than 12 months. 16
  • 17. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior Loyal Customer Brand Usage & Lifetime Lifetime Brand Total <1month 1-3month 3-6month 6-12month >12month As 1 8 9 Axis 1 1 Esia 1 2 1 7 11 Flexi 1 1 IM3 1 1 3 4 24 33 XL 6 6 ment 3 3 Simpati 2 1 1 6 30 40 3 0 Total 3 4 6 11 80 104 17
  • 18. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior Switcher Customer Brand Usage & Lifetime Lifetime Brand Total <1month 1-3month 3-6month 6-12month >12month As 2 3 1 6 Axis 2 2 4 Esia 3 2 2 7 Flexi 1 1 IM3 5 15 7 3 2 32 XL 1 1 0 Simpati 1 2 2 2 7 5 10 5 2 22 Total 13 33 19 9 6 80 18
  • 19. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior : Reason to Buy Analysis Loyal customer Switcher customer Friend & family using the same card Cheaper price Good networking Good signal quality Cheap call tariff Lot of people using mentari card Good coverage comfortable with this provider Cheap internet tariff Cheap tariff Very cheap call tariff Good signal quality save money from buying “pulsa” Lot of bonus Free internet access Have a lot of community group following friend using Three provider Lot of friend & family using simpati card Cheap SMS tariff Good signal quality 19
  • 20. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationBehavior : Reason to Buy Loyal Customer 3-6 month 6-12 month >12 month • Cheap SMS price to all operator • Bonus SMS • Good Signal & Wide Coverage • Frugal • Bonus SMS & Voice Call • Cheap Price • Cheap Price • Want to try the provider • Cheap Call Tariff • Lot of friends using esia • Bundling Program • Family using flexi provider • Free SMS • Good Signal • Lot of friends using IM3 provider • Cheap Voice Call tariff • SMS Program • Lot of community • Lot of IM3 users • Lot of Bonuses • Cheap internet service 20
  • 21. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationBehavior : Reason to Buy Loyal Customer 3-6 month 6-12 month >12 month • Very into the mentari card • Friends & Family using mentari card •Good signal • Partner and family using • Cheap price •Cheap voice call tariff simpati card • Good signal • Good signal • Less failed calling • Have community • Family using XL provider • Good signal • Wide coverage • Since first time have cellphone using XL provider 21
  • 22. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationSwitcher Customer Behavior : Reason to Buy <1 month 1-3 month 3-6 month • Interest from advertising • Good signal quality • Lot of good features • Lot of friends using simpati card • Cheap SMS tariff • Just want to try • Cheap price • Lot of friends using esia • Following friends provider • Cheap voice call tariff • Previous handphone is missing • Cheap tariff • Cheap internet tariff • Free SMS • Cheap SMS tariff • Call the same provider is • Following friends cheaper • Voice call package • Lot of friends using simpati • Cheap tariff card • Wide coverage • Following family using • easy to access internet simpati • Good signal quality • cheap internet tariff 22
  • 23. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Double Card Analysis 23
  • 24. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior : Double Card Analysis Loyal Customer Switcher Customer •21% of the total respondent using more •19% of the total respondent using more than one card provider in Bandung than one card provider in Bandung. •51% XL user using two card provider, •All the flexi and XL card provider users are the second card provider that they use using more than one card provider. are Kartu As, IM3, and Mentari card •There is around 21% of IM3 user that •27% IM3 user using more than one card using more than one card provider, the provider second card provider that they use are Simpati and Three card provider. 24
  • 25. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationBehavior : Loyal Double Card •21% of total respondent using more than 1 card provider in Bandung •51% XL user using 2 provider. the providers are Kartu As, IM3, and Mentari. •For IM3 users, there are 27% of respondent that using more than 1 provider. Double Other Provider Card Main Provider Percentag XL Axis Esia Flexi As Simpati IM3 Mentari e As 11% 11% 11% 33% Axis 0% Esia 0% Flexi 0% IM3 3% 3% 12% 3% 6% 27% XL 17% 17% 17% 51% Mentari 33% 33% Simpati 5% 5% 10% Three 0% Total 2% 1% 4% 6% 2% 4% 1% 1% 21% 25
  • 26. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationBehavior : Switcher Double Card •19% of total respondent using more than 1 provider in Bandung. •All Flexi and XL customers are using more than one card provider. •There is around 21% of IM3 customer that using more than one provider. the 2nd providers are Simpati and Three Card. Other Provider Double Main Provider Card XL Esia Simpati Mentari Three Percentage As 14% 14% Axis 0% Esia 0% Flexi 100% 100% IM3 7% 14% 21% XL 100% 100% Mentari 0% Simpati 14% 14% 29% Three 0% Total 2% 2% 7% 2% 5% 19% 26
  • 27. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationBehavior : Reason to Use Another Card Analysis Loyal Customer Switcher Customer More friends using XL Cheaper Call Tariff Cheaper Call Tariff Cheaper Internet Tariff cheaper call to home Very cheap to call the same provider 27
  • 28. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior : Reason to Use Another Card Loyal Customer Another Card Provider Main Card Provider XL Axis Esia Flexi As Simpati IM3 Mentari • Cheaper price • Pelanggan • To call the same • More community banyak yang As • Cheap call tariff provider (axis) • Lot of friends using pakai esia simpati • Cheaper call • Girlfriends • Internet access is • Call the same price with flexi • More known IM3 using As faster than IM3 provider • More friends number provider using flexi • Just want • Cheap • Better signal XL to try SMS tariff quality • more friends Mentari using simpati card • more friends using Simpati • Cheap tariff esia to call 28
  • 29. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Behavior : Reason to Use Another Card Switcher Customer Another Card Provider Main Card Provider XL Esia Simpati Mentari Three • Better signal As quality Flexi • Good number • Wider coverage • Free voice call IM3 • Backup number if • Lot of pulsa from IM3 have no pulsa bonuses • Cheap voice call tariff when night XL • Cheap call the same provider Simpa1 • Bundling HP XL • More friends using esia provider 29
  • 30. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationSwitcher card flow process • In the first card, simpati card is dominant (34%) and mentari card (24%) • Then the second card flow, almost all of them change their card, because of some factor, like the card is missing, family/friends change he card provider, and also the tariff and quality its provider • Third card flow can be seen that the user slightly change their provider to im3, but there is some of them that change into another card like Kartu As, Esia, Simpati, Three, XL, and mentari • Then at last 34% of respondent change the card into im3 card and followed by the other card provider. 30
  • 31. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Life Cycle Process 2%  simpa. 2%  simpa. 2%  simpa. 7%  im3 5%  Three 7%  Three 7%  Three 15%  As 2%  simpa. 2%  XL 2%  mentari 2%  im3 2%  im3 5%  XL 2%  As 2%  As 2%  As 2%  XL 5%  Esia 5%  im3 5%  im3 5%  im3 2%  im3 2%  Fren 2%  simpa. 2%  Three 2%  Three 2%  Three 2%  Fren 2%  im3 2%  im3 12%   2%  Three 2%  As 7%  As 2%  simpa. 2%  As 2%  simpa. 2%  As im3 2%  XL 2%  XL 2%  XL 2%  XL 2%  simpa. 2%  simpa. 2%  simpa. 2%  simpa. 2%  Esia 2%  Esia 2%  Esia 2%  im3 10%  As 5%  simpa. 5%  simpa. 2%  simpa. 24%   7%  im3 7%  im3 7%  im3 7%  XL mentari 2%  Esia 2%  Esia 5%  Three 2%  Three 2%  Three 7%  im3 2%  As 2%  As 2%  As 2%  simpa. 2%  Flexi 2%  Flexi 5%  Esia 5%  Esia 5%  Esia 10%  As 7%  im3 7%  im3 7%  im3 2%  Esia 34%   10%  XL 5%  im3 5%  Esia 5%  Esia simpa. 2%  simpa. 5%  im3 5%  im3 7%  im3 5%  As 5%  As 5%  As 2%  Esia 2%  simpa. 2%  simpa. 5%  mentari 2%  XL 2%  im3 5%  As 2%  XL 2%  im3 2%  As 2%  simpa. 2%  Esia 2%  Esia 2%  Esia 7%  XL 2%  As 5%  im3 5%  im3 5%  im3 2%  Three 31
  • 32. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Life Cycle Process 5%  Three 15%  As 12%  Three 12%  Three 12%  Three 5%  Esia 24%  As 2%  Fren 17%  As 15%  As 17%  As 12%  im3 2%  Fren 15%  Esia 17%  Esia 17%  Esia 24%  im3 2%  Flexi 24%  mentari 2%  Flexi 5%  Mentari 34%  im3 10%  Simpa. 37%  im3 34%  im3 34%  simpa. 2%  Mentari 29%  XL 12%  simpa. 15%  simpa. 15%  simpa. 7%  XL 7%  XL 2%  XL 2%  XL 32
  • 33. Background Question to be Answered Methodology Findings & Analysis Conclusion Recommendation Conclusion Loyal Customer Switcher Customer • The most occupation are • Mostly the occupation are employee & workers high school and college • time of usage more than 12 student month • Time of usage between • stay with the provider 1-6month because they feel • Change their provider comfortable and satisfied because they haven’t find with their provider the comfortable provider 33
  • 34. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationRecommendation• Increase the service quality Main factor customer change the provider• Promotion Media (Twitter) Increasing the brand awareness Increasing customer perception about Indosat 34
  • 35. Background Question to be Answered Methodology Findings & Analysis Conclusion RecommendationProgram Recommendation • Bundling Package Family With bundling package family, we can get the entire family to use the provider. Also giving the special promo, special tariff and feature, they will stay on that provider • Community Based Program By finding and offering special program to one community, we can get more customer 35
  • 36. Thank You 36

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