스팸 필터링 앱 사용자의 이탈 요인 연구: 이탈자와 지속 사용자 비교 및 앱 로그 빅데이터 분석을 중심으로

Recently, various spam calls and messages targeting mobile phone users have been continuously increasing. As the types of spam are becoming diversified with increasing frequency, it not only causes considerable inconvenience to mobile users, but also becomes a risk factor in information security and financial accidents. Telecommunication companies have developed and distributed spam filtering apps, and mobile users are increasingly interested in spam blocking and spam information sharing services. Nevertheless, there have been behaviors that do not use or stop using spam filtering apps. Therefore, it is important for companies and organizations, which need to increase the usage rate of spam filtering apps, to diagnose the use status of spam filtering apps and to analyze how customer churn occurs. This study compares the usage patterns of spam filtering apps between users and churners, and identifies the characteristic behaviors of churners. In particular, by analyzing the big data of app usage log, we derive the factors that affect the increase in churn rate. With the results of this study, it contributes to establishing a safer mobile phone environment by preventing customers from churning and activating the use of spam filtering functions.