Browsing by Author "El Oraiby, Maryam"

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Citation Count: 0
Assessing the effectiveness of OTT services, branded apps, and gamified loyalty giveaways on mobile customer churn in the telecom industry: A machine-learning approach
(Elsevier Sci Ltd, 2024) Çağlıyor, Sendi; Kiygi-Calli, Meltem; Cagliyor, Sendi; El Oraiby, Maryam
Telecom operators allocate a significant amount of resources to retain their customers as the organic growth in the number of customers is slowing down. Gamified loyalty programs, branded apps, and over-the-top (OTT) services emerged as ways to develop customer acquisition and retention strategies. Despite these strategies, some mobile customers still churn; therefore, churn prediction plays an essential role in the sustainable future of telecom businesses. Churn prediction is used both to detect customers with a high propensity to churn and to identify the reasons behind their churn behavior. This study examines several features affecting the churn behavior of mobile customers, including branded apps, gamified loyalty programs, and OTT services. In this study, the secondary data is provided by a telecom operator and contains the attributes of both churner and non-churner mobile customers. Logistic regression and random forest classifiers are compared in terms of their predictive power, and we used the latter as the machine learning algorithm in the churn prediction model. To understand the variable importance, mean decrease in impurity and permutation importance are performed. The key findings of this research reveal that while gamified loyalty giveaways and branded app strategies are effective, OTT service strategies show lower importance in predicting mobile customer churn behavior.
Citation Count: 0
Babbling through social media: A cross-country study mapping out social networks using eWOM intentions
(Springer, 2023) Zülal, İşler; Kıygı-Çallı, Meltem; El Oraiby, Maryam
This research aims to determine the factors affecting the users’ electronic word-of-mouth (eWOM) seeking and sharing intentions and to reveal the interactions among and within clusters using social network analysis (SNA). This study includes three hierarchical sub-studies conducted in two countries, Turkey and Poland. First, we develop a segmentation for social networking site (SNS) users based on the frequency of sharing product-related information on SNSs. Second, we investigate the impact of several factors that affect eWOM seeking and sharing intentions using regression analysis. In the second sub-study, we also include the identified segments developed in the first sub-study as another factor that may have differentiated eWOM intentions. Third, to understand the degree of interaction among SNS users, we apply an SNA using the forecasted eWOM intentions scores from the second sub-study, which gives us hypothetical social networks. The results of SNA present strong interactions inter- and intra-clusters in both countries. Some key findings include the identification of three SNS user segments, including “Middlers,” that may be of particular interest to brands. We also find that in terms of eWOM intentions, users in Turkey are more active than in Poland. Although some predictors of eWOM seeking and sharing intentions differ between the two countries, users intend to be more active in eWOM seeking than in eWOM sharing. The comparative study provides valuable insights for decision-makers to engage different market segments via SNSs with various proposed features using suggested information contents for selected product categories.
Citation Count: 0
The influence of packaging design visual elements on consumers' purchase intention: a comparison study on organic food and non-food products
(Springernature, 2023) El Oraiby, Maryam; Kiygi-Calli, Meltem
Consumers are showing a growing interest in organic products. This study investigates how visual packaging design elements influence the consumers' purchase intention toward organic food products compared to organic non-food products. We apply a questionnaire and ask respondents to rate the different packaging designs for organic dry pasta and soap bars. We use the orthogonal design method to obtain representative stimulus designs and conduct a conjoint analysis to determine the utilities of each design and assess the relative importance of color, material, and tagline typeface. Our results reveal that for the organic food and non-food products, packaging color is the most decisive factor, followed by material and typeface, independently to the participants' demographic characteristics. The combination of visual elements with the highest utility score includes plastic for the packaging material, the color cream, and the typewritten typeface for the organic claim for both organic pasta and organic soap. This study also integrates a benefit-based segmentation approach with conjoint analysis. Our study contributes to understanding consumers' preferences with valuable insights for the organic industry.