Research On The Mobile Telephone User Complaint Behavior Based On Data Mining

With the increasing competition in the mobile communication market, and theFalling costs of mobile communication users transfer. telecom operators and users tomaintain marketing costs increasing costs. Meanwhile, the mobile communicationnetwork system precipitated a large variety of user data, the formation of rich dataresources urgently mining operators in the context of the proposed ventures in recentyears all the assets, take advantage of data resources, to carry out a mobile user’s realbusiness perception research, and to establish correlation betThis paperen the behaviorof user complaints, mobile users for doing service work, improve user satisfaction andstickiness is important.This paper proposes the use of the operator’s network equipment operating data,complaint system data, billing and CRM system data system data, and establish amodel that reflects the user’s perception index, on the basis of the establishment of amobile user complaints forecasting model, and uses algorithm analysis and forecastthe behavior of user complaints data mining methods.The main contents and methods of the article is as follows:First, Chongqing Telecom’s existing customer complaints handling system toconduct research, cited possible factors affecting consumer complaints, including thedynamic change factors and non-dynamic variables, focusing on analysis and impactassessment of network equipment operating data.Through detailed analysis of the data mining algorithms, using OLAP (onlinetransaction processing) complaints prediction models to influence the behavior of usercomplaints due to the calculation and deduction, through neural network model tofurther extract key factor, and the establishment of mobile users.Finally, This paper use Chongqing Telecom Company CDMA network usercomplaints data in May and June2014for model validation.