Clustering and analyzing the behavior of Internet service customers: a case study in one of the Internet service provider companies

Ali Rezaeian¹ Sajjad Shokouhyar² Sepideh Naseri³

1) Professor of department of information technology management, Management and accounting faculty of Shahid Beheshti University,
2) Assistant professor of department of information technology management, Management and accounting faculty of Shahid Beheshti University,
3) MA student of information technology management, Management and accounting faculty of Shahid Beheshti University,

IOI Code : XYCF-ADHHB
Publication : 2nd.International Congress on Management, Economy, Humanities and Business Development(icmba.ir)
Abstract :
    With the increasing importance of information and communications, the Internet has become an indispensable tool in modern life and day by day its users in the world are increasing. Due to the growth of Internet users in the country on the one hand and the presence of numerous Internet services provider companies on the other hand, assessing customer needs and quality of services provided to meet these needs is essential in order to attract new customers and retain existing customers. Therefore, clustering and analyzing the behavior of Internet service consumers, According to data collected in the database of Internet service provider companies can be a model to better understand and measure customer satisfaction. Therefore, in this study we will be looking for clustering and analyzing of customers’ behavior in the Internet Service Provider companies by using data mining techniques. CRISP-DM methodology used for clustering customers and by modeling clustering algorithms such as K-Means, Kohonen and TwoStep in IBM SPSS Modeler software, the customers clusters and criteria of each cluster will be identified. Accordingly, we will monitor and evaluate each cluster to create a better understanding of customers.

Keywords : internet services data mining clustering analysis of consumer behavior