Search results for: fuzzy cluster analysis

Authors: Murat Yazici

Abstract:

Anomalies are irregularities found in data that do not adhere to a well-defined standard of normal behavior. The identification of outliers or anomalies in data has been a subject of study within the statistics field since the 1800s. Over time, a variety of anomaly detection techniques have been developed in several research communities. The cluster analysis can be used to detect anomalies. It is the process of associating data with clusters that are as similar as possible while dissimilar clusters are associated with each other. Many of the traditional cluster algorithms have limitations in dealing with data sets containing categorical properties. To detect anomalies in categorical data, fuzzy clustering approach can be used with its advantages. The fuzzy k-Mode (FKM) clustering algorithm, which is one of the fuzzy clustering approaches, by extension to the k-means algorithm, is reported for clustering datasets with categorical values. It is a form of clustering: each point can be associated with more than one cluster. In this paper, anomaly detection is performed on two simulated data by using the FKM cluster algorithm. As a significance of the study, the FKM cluster algorithm allows to determine anomalies with their abnormality degree in contrast to numerous anomaly detection algorithms. According to the results, the FKM cluster algorithm illustrated good performance in the anomaly detection of data, including both one anomaly and more than one anomaly.

Keywords: fuzzy k-mode clustering, anomaly detection, noise, categorical data

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Authors: F. Berna Benli, Özgür Keskin

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Lately, many mathematicians have been studied the statistical convergence of a sequence of fuzzy numbers. We know that Lambda-statistically convergence is a kind of convergence between ordinary convergence and statistical convergence. In this paper, we will introduce the new kind of convergence such as λ-levelwise statistical convergence. Then, we will define the concept of the λ-levelwise statistical cluster and limit points of a sequence of fuzzy numbers. Also, we will discuss the relations between the sets of λ-levelwise statistical cluster points and λ-levelwise statistical limit points of sequences of fuzzy numbers. This work has been extended in this paper, where some relations have been considered such that when lambda-statistical limit inferior and lambda-statistical limit superior for lambda-statistically convergent sequences of fuzzy numbers are equal. Furthermore, lambda-statistical boundedness condition for different sequences of fuzzy numbers has been studied.

Keywords: fuzzy number, λ-levelwise statistical cluster points, λ-levelwise statistical convergence, λ-levelwise statistical limit points, λ-statistical cluster points, λ-statistical convergence, λ-statistical limit points

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Authors: Abder-Rahman Ali, Adélaïde Albouy-Kissi, Manuel Grand-Brochier, Viviane Ladan-Marcus, Christine Hoeffl, Claude Marcus, Antoine Vacavant, Jean-Yves Boire

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In this paper, we present a new segmentation approach for focal liver lesions in contrast enhanced ultrasound imaging. This approach, based on a two-cluster Fuzzy C-Means methodology, considers type-II fuzzy sets to handle uncertainty due to the image modality (presence of speckle noise, low contrast, etc.), and to calculate the optimum inter-cluster threshold. Fine boundaries are detected by a local recursive merging of ambiguous pixels. The method has been tested on a representative database. Compared to both Otsu and type-I Fuzzy C-Means techniques, the proposed method significantly reduces the segmentation errors.

Keywords: defuzzification, fuzzy clustering, image segmentation, type-II fuzzy sets

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Authors: O. Poleshchuk, E. Komarov

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In this paper, semantic spaces with the properties of completeness and orthogonality (complete orthogonal semantic spaces) were chosen as models of expert evaluations. As the theoretical and practical studies have shown all the properties of complete orthogonal semantic spaces correspond to the thinking activity of experts that is why these semantic spaces were chosen for modeling. Two methods of construction such spaces were proposed. Models of comparative and fuzzy cluster analysis of expert evaluations were developed. The practical application of the developed methods has demonstrated their viability and validity.

Keywords: expert evaluation, comparative analysis, fuzzy cluster analysis, theoretical and practical studies

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Authors: S. H. Nasseri, A. Ebrahimnejad

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Fuzzy set theory has been applied to many fields, such as operations research, control theory, and management sciences. In this paper, we consider two classes of fuzzy linear programming (FLP) problems: Fuzzy number linear programming and linear programming with trapezoidal fuzzy variables problems. We state our recently established results and develop fuzzy primal simplex algorithms for solving these problems. Finally, we give illustrative examples.

Keywords: fuzzy linear programming, fuzzy numbers, duality, sensitivity analysis

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Authors: Zaky Musyarof, Dwi Yono Sutarto, Dwima Rindy Atika, R. B. Fajriya Hakim

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Each country should be responsible for the safety of people, especially responsible for the safety of people living in disaster-prone areas. One of those services is provides evacuation route for them. But all this time, the selection of evacuation route is seem doesn’t well organized, it could be seen that when a disaster happen, there will be many accumulation of people on the steps of evacuation route. That condition is dangerous to people because hampers evacuation process. By some methods in Statistical analysis, author tries to give a suggestion how to prepare evacuation route which is organized and based on people habit. Those methods are association rules, sequential pattern mining, hierarchical cluster analysis and fuzzy logic.

Keywords: association rules, sequential pattern mining, cluster analysis, fuzzy logic, evacuation route

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Authors: Behnam Tavakkol

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Uncertain data mining algorithms use different ways to consider uncertainty in data such as by representing a data object as a sample of points or a probability distribution. Fuzzy methods have long been used for clustering traditional (certain) data objects. They are used to produce non-crisp cluster labels. For uncertain data, however, besides some uncertain fuzzy k-medoids algorithms, not many other fuzzy clustering methods have been developed. In this work, we develop a fuzzy kernel k-medoids algorithm for clustering uncertain data objects. The developed fuzzy kernel k-medoids algorithm is superior to existing fuzzy k-medoids algorithms in clustering data sets with non-linearly separable clusters.

Keywords: clustering algorithm, fuzzy methods, kernel k-medoids, uncertain data

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Authors: Ali Koam, Ismail Ibedou, S. E. Abbas

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In this paper, it is introduced the notion of r-fuzzy ideal separation axioms Tᵢi = 0; 1; 2 based on a fuzzy ideal I on a fuzzy topological space (X; τ). An r-fuzzy ideal connectedness related to the fuzzy ideal I is introduced which has relations with a previous r-fuzzy fuzzy connectedness. An r-fuzzy ideal compactness related to Ι is introduced which has also relations with many other types of fuzzy compactness.

Keywords: fuzzy ideal, fuzzy separation axioms, fuzzy compactness, fuzzy connectedness

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Authors: Kamalpreet Kaur, Harjit Pal Singh, Vikas Khullar

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In Wireless Sensor Network (WSN), the main limitation is generally inimitable energy consumption during processing of the sensor nodes. Cluster head (CH) election is one of the main issues that can reduce the energy consumption. Therefore, discovering energy saving routing protocol is the focused area for research. In this paper, fuzzy-based energy aware routing protocol is presented, which enhances the stability and network lifetime of the network. Fuzzy logic ensures the well-organized selection of CH by taking four linguistic variables that are concentration, energy, centrality, and distance to base station (BS). The results show that the proposed protocol shows better results in requisites of stability and throughput of the network.

Keywords: ERA, fuzzy logic, network model, WSN

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Authors: Said Baadel, Fadi Thabtah, Joan Lu

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Clustering involves the partitioning of n objects into k clusters. Many clustering algorithms use hard-partitioning techniques where each object is assigned to one cluster. In this paper, we propose an overlapping algorithm MCOKE which allows objects to belong to one or more clusters. The algorithm is different from fuzzy clustering techniques because objects that overlap are assigned a membership value of 1 (one) as opposed to a fuzzy membership degree. The algorithm is also different from other overlapping algorithms that require a similarity threshold to be defined as a priority which can be difficult to determine by novice users.

Keywords: data mining, k-means, MCOKE, overlapping

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Authors: Yurii Bloshko, Oksana Olar

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This paper presents the analysis of 6 different classes of Petri nets: fuzzy Petri nets (FPN), generalized fuzzy Petri nets (GFPN), parameterized fuzzy Petri nets (PFPN), T2GFPN, flexible generalized fuzzy Petri nets (FGFPN), binary Petri nets (BPN). These classes were simulated in the special software PNeS® for the analysis of its pros and cons on the example of models which are dedicated to the decision-making process of passenger transport logistics. The paper includes the analysis of two approaches: when input values are filled with the experts’ knowledge; when fuzzy expectations represented by output values are added to the point. These approaches fulfill the possibilities of triples of functions which are replaced with different combinations of t-/s-norms.

Keywords: fuzzy petri net, intelligent computational techniques, knowledge representation, triangular norms

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Authors: Lee Myung-Won, Kwak Keun-Chang

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This paper is concerned with knowledge representation and extraction of fuzzy if-then rules using Interval Type-2 Context-based Fuzzy C-Means clustering (IT2-CFCM) with the aid of fuzzy granulation. This proposed clustering algorithm is based on information granulation in the form of IT2 based Fuzzy C-Means (IT2-FCM) clustering and estimates the cluster centers by preserving the homogeneity between the clustered patterns from the IT2 contexts produced in the output space. Furthermore, we can obtain the automatic knowledge representation in the design of Radial Basis Function Networks (RBFN), Linguistic Model (LM), and Adaptive Neuro-Fuzzy Networks (ANFN) from the numerical input-output data pairs. We shall focus on a design of ANFN in this paper. The experimental results on an estimation problem of energy performance reveal that the proposed method showed a good knowledge representation and performance in comparison with the previous works.

Keywords: IT2-FCM, IT2-CFCM, context-based fuzzy clustering, adaptive neuro-fuzzy network, knowledge representation

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Authors: Syed Ahzam Tariq, Atharva Modi

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This paper presents a probabilistic analysis of the safety of water tube boilers using fault tree analysis (FTA). A fault tree has been constructed by considering all possible areas where a malfunction could lead to a boiler accident. Boiler accidents are relatively rare, causing a scarcity of data. The fuzzy approach is employed to perform a quantitative analysis, wherein theories of fuzzy logic are employed in conjunction with expert elicitation to calculate failure probabilities. The Fuzzy Fault Tree Analysis (FFTA) provides a scientific and contingent method to forecast and prevent accidents.

Keywords: fault tree analysis water tube boiler, fuzzy probability score, failure probability

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Authors: Ouafa Amira, Jiangshe Zhang

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Clustering is an unsupervised machine learning technique; its aim is to extract the data structures, in which similar data objects are grouped in the same cluster, whereas dissimilar objects are grouped in different clusters. Clustering methods are widely utilized in different fields, such as: image processing, computer vision , and pattern recognition, etc. Fuzzy c-means clustering (fcm) is one of the most well known fuzzy clustering methods. It is based on solving an optimization problem, in which a minimization of a given cost function has been studied. This minimization aims to decrease the dissimilarity inside clusters, where the dissimilarity here is measured by the distances between data objects and cluster centers. The degree of belonging of a data point in a cluster is measured by a membership function which is included in the interval [0, 1]. In fcm clustering, the membership degree is constrained with the condition that the sum of a data object’s memberships in all clusters must be equal to one. This constraint can cause several problems, specially when our data objects are included in a noisy space. Regularization approach took a part in fuzzy c-means clustering technique. This process introduces an additional information in order to solve an ill-posed optimization problem. In this study, we focus on regularization by relative entropy approach, where in our optimization problem we aim to minimize the dissimilarity inside clusters. Finding an appropriate membership degree to each data object is our objective, because an appropriate membership degree leads to an accurate clustering result. Our clustering results in synthetic data sets, gaussian based data sets, and real world data sets show that our proposed model achieves a good accuracy.

Keywords: clustering, fuzzy c-means, regularization, relative entropy

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Authors: Rishabh Srivastav, Divyam Sharma

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We propose an algorithm to cluster categorical data named as ‘Genetic algorithm initialized rough set based fuzzy K-Modes for categorical data’. We propose an amalgamation of the simple K-modes algorithm, the Rough and Fuzzy set based K-modes and the Genetic Algorithm to form a new algorithm,which we hypothesise, will provide better Centroid Model clustering results, than existing standard algorithms. In the proposed algorithm, the initialization and updation of modes is done by the use of genetic algorithms while the membership values are calculated using the rough set and fuzzy logic.

Keywords: categorical data, fuzzy logic, genetic algorithm, K modes clustering, rough sets

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Authors: Jolly Puri, Shiv Prasad Yadav

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Multi-component data envelopment analysis (MC-DEA) is a popular technique for measuring aggregate performance of the decision making units (DMUs) along with their components. However, the conventional MC-DEA is limited to crisp input and output data which may not always be available in exact form. In real life problems, data may be imprecise or fuzzy. Therefore, in this paper, we propose (i) a fuzzy MC-DEA (FMC-DEA) model in which shared and undesirable fuzzy resources are incorporated, (ii) the proposed FMC-DEA model is transformed into a pair of crisp models using cut approach, (iii) fuzzy aggregate performance of a DMU and fuzzy efficiencies of components are defined to be fuzzy numbers, and (iv) a numerical example is illustrated to validate the proposed approach.

Keywords: multi-component DEA, fuzzy multi-component DEA, fuzzy resources, decision making units (DMUs)

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Authors: G. S. Thakur

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In this paper, four new operators (O1, O2, O3, O4) are proposed, defined and considered to study the new properties and identities on hesitant fuzzy sets. These operators are useful for different operation on hesitant fuzzy sets. The various theorems are proved using the new operators. The study of the proposed new operators has opened a new area of research and applications.

Keywords: vague sets, hesitant fuzzy sets, intuitionistic fuzzy set, fuzzy sets, fuzzy multisets

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Authors: Michael Gidey Gebru

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Most of Data Envelopment Analysis models operate in a static environment with input and output parameters that are chosen by deterministic data. However, due to ambiguity brought on shifting market conditions, input and output data are not always precisely gathered in real-world scenarios. Fuzzy numbers can be used to address this kind of ambiguity in input and output data. Therefore, this work aims to expand crisp Data Envelopment Analysis into Data Envelopment Analysis with fuzzy environment. In this study, the input and output data are regarded as fuzzy triangular numbers. Then, the Data Envelopment Analysis model with fuzzy environment is solved using a multi-objective method to gauge the Decision Making Units' efficiency. Finally, the developed Data Envelopment Analysis model is illustrated with an application on real data 50 educational institutions.

Keywords: efficiency, Data Envelopment Analysis, fuzzy, higher education, input, output

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Authors: Rishabh Sharma

Abstract:

The main design parameter of WSN (wireless sensor network) is the energy consumption. To compensate this parameter, hierarchical clustering is a technique that assists in extending duration of the networks life by efficiently consuming the energy. This paper focuses on dealing with the WSNs and the FIS (fuzzy interface system) which are deployed to enhance the BEENISH protocol. The node energy, mobility, pause time and density are considered for the selection of CH (cluster head). The simulation outcomes exhibited that the projected system outperforms the traditional system with regard to the energy utilization and number of packets transmitted to sink.

Keywords: wireless sensor network, sink, sensor node, routing protocol, fuzzy rule, fuzzy inference system

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Authors: Sumanpreet Kaur, Harjit Pal Singh, Vikas Khullar

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In Wireless Sensor Network (WSN), the sensor containing motes (nodes) incorporate batteries that can lament at some extent. To upgrade the energy utilization, clustering is one of the prototypical approaches for split sensor motes into a number of clusters where one mote (also called as node) proceeds as a Cluster Head (CH). CH selection is one of the optimization techniques for enlarging stability and network lifespan. Deterministic Stable Election Protocol (DSEP) is an effectual clustering protocol that makes use of three kinds of nodes with dissimilar residual energy for CH election. Fuzzy Logic technology is used to expand energy level of DSEP protocol by using fuzzy inference system. This paper presents protocol DSEP using Fuzzy Logic (DSEP-FL) CH by taking into account four linguistic variables such as energy, concentration, centrality and distance to base station. Simulation results show that our proposed method gives more effective results in term of a lifespan of network and stability as compared to the performance of other clustering protocols.

Keywords: DSEP, fuzzy logic, energy model, WSN

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Authors: Hamidreza Fallah Lajimi , Elham Karami, Fatemeh Ali nasab, Mostafa Mahdavikia

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Being responsive is an increasingly important skill for firms in today’s global economy; thus firms must be agile. Naturally, it follows that an organization’s agility depends on its supply chain being agile. However, achieving supply chain agility is a function of other abilities within the organization. This paper analyses results from a survey of 71 Iran manufacturing companies in order to identify some of the factors for agile organizations in managing their supply chains. Then we classification this company in four cluster with fuzzy c-mean technique and with four validations functional determine automatically the optimal number of clusters.

Keywords: agile supply chain, clustering, fuzzy clustering

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Authors: T. Pathinathan, M. Peter

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Fuzzy graphs incorporate concepts from graph theory with fuzzy principles. In this paper, we make a study on the properties of fuzzy graphs which are non-cyclic and are of two-dimensional in structure. In particular, this paper presents 2D structure or the structure of double layer for a non-cyclic fuzzy graph whose underlying crisp graph is non-cyclic. In any graph structure, introducing 2D structure may lead to an inherent cycle. We propose relevant conditions for 2D structured non-cyclic fuzzy graphs. These conditions are extended even to fuzzy graphs of the 3D structure. General theoretical properties that are studied for any fuzzy graph are verified to 2D structured or double layered fuzzy graphs. Concepts like Order, Degree, Strong and Size for a fuzzy graph are studied for 2D structured or double layered non-cyclic fuzzy graphs. Using different types of fuzzy graphs, the proposed concepts relating to 2D structured fuzzy graphs are verified.

Keywords: double layered fuzzy graph, double layered non–cyclic fuzzy graph, order, degree and size

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Authors: Maryam Mosleh, Mahmood Otadi

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The hybrid differential equations have a wide range of applications in science and engineering. In this paper, the homotopy analysis method (HAM) is applied to obtain the series solution of the hybrid differential equations. Using the homotopy analysis method, it is possible to find the exact solution or an approximate solution of the problem. Comparisons are made between improved predictor-corrector method, homotopy analysis method and the exact solution. Finally, we illustrate our approach by some numerical example.

Keywords: Fuzzy number, parametric form of a fuzzy number, fuzzy integrodifferential equation, homotopy analysis method

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Authors: Hamidreza Fallah Lajimi, Elham Karami, Alireza Arab, Fatemeh Alinasab

Abstract:

Being responsive is an increasingly important skill for firms in today’s global economy; thus firms must be agile. Naturally, it follows that an organization’s agility depends on its supply chain being agile. However, achieving supply chain agility is a function of other abilities within the organization. This paper analyses results from a survey of 71 Iran manufacturing companies in order to identify some of the factors for agile organizations in managing their supply chains. Then we classification this company in four cluster with fuzzy c-mean technique and with Four validations functional determine automatically the optimal number of clusters.

Keywords: agile supply chain, clustering, fuzzy clustering, business engineering

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Authors: Jianfeng Hu

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Personal authentication based on electroencephalography (EEG) signals is one of the important field for the biometric technology. More and more researchers have used EEG signals as data source for biometric. However, there are some disadvantages for biometrics based on EEG signals. The proposed method employs entropy measures for feature extraction from EEG signals. Four type of entropies measures, sample entropy (SE), fuzzy entropy (FE), approximate entropy (AE) and spectral entropy (PE), were deployed as feature set. In a silhouettes calculation, the distance from each data point in a cluster to all another point within the same cluster and to all other data points in the closest cluster are determined. Thus silhouettes provide a measure of how well a data point was classified when it was assigned to a cluster and the separation between them. This feature renders silhouettes potentially well suited for assessing cluster quality in personal authentication methods. In this study, “silhouettes scores” was used for assessing the cluster quality of k-means clustering algorithm is well suited for comparing the performance of each EEG dataset. The main goals of this study are: (1) to represent each target as a tuple of multiple feature sets, (2) to assign a suitable measure to each feature set, (3) to combine different feature sets, (4) to determine the optimal feature weighting. Using precision/recall evaluations, the effectiveness of feature weighting in clustering was analyzed. EEG data from 22 subjects were collected. Results showed that: (1) It is possible to use fewer electrodes (3-4) for personal authentication. (2) There was the difference between each electrode for personal authentication (p<0.01). (3) There is no significant difference for authentication performance among feature sets (except feature PE). Conclusion: The combination of k-means clustering algorithm and silhouette approach proved to be an accurate method for personal authentication based on EEG signals.

Keywords: personal authentication, K-mean clustering, electroencephalogram, EEG, silhouettes

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Authors: Seyed Habib A. Rahmati, Mohsen Sadegh Amalnick

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Different terms of the statistical process control (SPC) has sketch in the fuzzy environment. However, measurement system analysis (MSA), as a main branch of the SPC, is rarely investigated in fuzzy area. This procedure assesses the suitability of the data to be used in later stages or decisions of the SPC. Therefore, this research focuses on some important measures of MSA and through a new method introduces the measures in fuzzy environment. In this method, which works based on Buckley approach, imprecision and vagueness nature of the real world measurement are considered simultaneously. To do so, fuzzy version of the gauge capability (Cg and Cgk) are introduced. The method is also explained through example clearly.

Keywords: measurement, SPC, MSA, gauge capability (Cg and Cgk)

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Authors: Mahnaz Hosseinzadeh, Aliyeh Kazemi

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In this paper, a method is proposed for solving Fuzzy Multi-Objective Linear Programming problems (FMOLPP) with fuzzy right hand side and fuzzy decision variables. To illustrate the proposed method, it is applied to the problem of selecting suppliers for an automotive parts producer company in Iran in order to find the number of optimal orders allocated to each supplier considering the conflicting objectives. Finally, the obtained results are discussed.

Keywords: fuzzy multi-objective linear programming problems, triangular fuzzy numbers, fuzzy ranking, supplier selection problem

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Authors: Purevdolgor Luvsantseren, Ajnai Luvsan-Ish, Oyuntsetseg Sandag, Javzmaa Tsend, Akhit Tileubai, Baasandorj Chilhaasuren, Jargalbat Puntsagdash, Galbadrakh Chuluunbaatar

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One of the indicators of the quality of university services is student satisfaction. Aim: We aimed to study the level of satisfaction of students in the first year of premedical courses in the course of Medical Physics using the cluster method. Materials and Methods: In the framework of this goal, a questionnaire was collected from a total of 324 students who studied the medical physics course of the 1st course of the premedical course at the Mongolian National University of Medical Sciences. When determining the level of satisfaction, the answers were obtained on five levels of satisfaction: "excellent", "good", "medium", "bad" and "very bad". A total of 39 questionnaires were collected from students: 8 for course evaluation, 19 for teacher evaluation, and 12 for student evaluation. From the research, a database with 39 fields and 324 records was created. Results: In this database, cluster analysis was performed in MATLAB and R programs using the k-means method of data mining. Calculated the Hopkins statistic in the created database, the values are 0.88, 0.87, and 0.97. This shows that cluster analysis methods can be used. The course evaluation sub-fund is divided into three clusters. Among them, cluster I has 150 objects with a "good" rating of 46.2%, cluster II has 119 objects with a "medium" rating of 36.7%, and Cluster III has 54 objects with a "good" rating of 16.6%. The teacher evaluation sub-base into three clusters, there are 179 objects with a "good" rating of 55.2% in cluster II, 108 objects with an "average" rating of 33.3% in cluster III, and 36 objects with an "excellent" rating in cluster I of 11.1%. The sub-base of student evaluations is divided into two clusters: cluster II has 215 objects with an "excellent" rating of 66.3%, and cluster I has 108 objects with an "excellent" rating of 33.3%. Evaluating the resulting clusters with the Silhouette coefficient, 0.32 for the course evaluation cluster, 0.31 for the teacher evaluation cluster, and 0.30 for student evaluation show statistical significance. Conclusion: Finally, to conclude, cluster analysis in the model of the medical physics lesson “good” - 46.2%, “middle” - 36.7%, “bad” - 16.6%; 55.2% - “good”, 33.3% - “middle”, 11.1% - “bad” in the teacher evaluation model; 66.3% - “good” and 33.3% of “bad” in the student evaluation model.

Keywords: questionnaire, data mining, k-means method, silhouette coefficient

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Authors: Abdelati El Allaoui, Said Melliani, Lalla Saadia Chadli

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The objective of this paper is to study the existence and uniqueness of Mild solutions for a complex fuzzy evolution equation with nonlocal conditions that accommodates the notion of fuzzy sets defined by complex-valued membership functions. We first propose definition of complex fuzzy strongly continuous semigroups. We then give existence and uniqueness result relevant to the complex fuzzy evolution equation.

Keywords: Complex fuzzy evolution equations, nonlocal conditions, mild solution, complex fuzzy semigroups

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Authors: Abbas Al-Refaie

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The research examines the factors that affect customer churn (CC) in the Jordanian telecom industry. A total of 700 surveys were distributed. Cluster analysis revealed three main clusters. Results showed that CC and customer satisfaction (CS) were the key determinants in forming the three clusters. In two clusters, the center values of CC were high, indicating that the customers were loyal and SC was expensive and time- and energy-consuming. Still, the mobile service provider (MSP) should enhance its communication (COM), and value added services (VASs), as well as customer complaint management systems (CCMS). Finally, for the third cluster the center of the CC indicates a poor level of loyalty, which facilitates customers churn to another MSP. The results of this study provide valuable feedback for MSP decision makers regarding approaches to improving their performance and reducing CC.

Keywords: cluster analysis, telecom industry, switching cost, customer churn

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