Multi-attribute scoring method for mobile telecommunication subscribers

H. W. Shin, S. Y. Sohn

Research output: Contribution to journalArticlepeer-review

33 Citations (Scopus)


The measurement of customer value has become a key issue for developing and maintaining successful customer relationship. To measure the value of each customer, it is necessary to consider not only the direct monetary term but also the potential customer value. In this paper, we propose a multi-attribute customer evaluation procedure for mobile telecommunication subscribers. At first, customers are clustered using a single linkage clustering method, then each segment is evaluated based on data envelopment analysis (DEA), which is frequently applied for multi-attribute evaluation problem. Finally, neural network model is used to evaluate each individual customer's value based on DEA results. The proposed method is applied to the mobile telecommunication subscriber data. It is expected that telecommunication companies can focus on target marketing to maximize the overall profit based on the efficiency score of customers.

Original languageEnglish
Pages (from-to)363-368
Number of pages6
JournalExpert Systems with Applications
Issue number3
Publication statusPublished - 2004 Apr

Bibliographical note

Funding Information:
This work was supported by grant No. (R04-2002-000-20003-0) from the Basic Research Program of the Korea Science & Engineering Foundation.

All Science Journal Classification (ASJC) codes

  • Engineering(all)
  • Computer Science Applications
  • Artificial Intelligence


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