Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Title A name given to the resource Faculty Publications Conference Paper Faculty Publications- Conference Papers Dublin Core The Dublin Core metadata element set is common to all Omeka records, including items, files, and collections. For more information see, http://dublincore.org/documents/dces/. Creator An entity primarily responsible for making the resource Babu, Bincy Ann; Elangovan, N.; Anand, Kerena; Kalapurackal, Jacob Joseph Title A name given to the resource A Multi-criteria Decision-Making Approach for Prioritising Customer Churn Factors in OTT Video Platforms Date A point or period of time associated with an event in the lifecycle of the resource 01-01-2026 Source A related resource from which the described resource is derived Lecture Notes in Networks and Systems;Volume;1385 LNNS;pp.603-618 Identifier An unambiguous reference to the resource within a given context <a href="https://doi.org/10.1007/978-981-96-6046-9_37" target="_blank" rel="noreferrer noopener">https://doi.org/10.1007/978-981-96-6046-9_37</a> <br /><br /><a href="https://www.scopus.com/pages/publications/105020012858?origin=resultslist" target="_blank" rel="noreferrer noopener">https://www.scopus.com/pages/publications/105020012858?origin=resultslist</a> Coverage The spatial or temporal topic of the resource, the spatial applicability of the resource, or the jurisdiction under which the resource is relevant Babu B.A., Christ University, Bengaluru, India; Elangovan N., Christ University, Bengaluru, India; Anand K., Christ University, Bengaluru, India; Kalapurackal J.J., Christ University, Bengaluru, India Description An account of the resource Over-the-top (OTT) platforms have revolutionised media consumption by providing on-demand streaming services. Despite their growing popularity, customer churn remains a significant challenge for the platform. This research paper analyses the factors affecting customer churn in OTT video platforms. The factors are identified through unstructured interviews with industry experts and an extensive literature review. This research paper employs a novel approach to prioritising customer churn factors by incorporating multi-criteria decision-making (MCDM) techniques like AHP and fuzzy AHP. The importance of each customer churn factor is measured based on the analytic hierarchy process (AHP) and fuzzy AHP to develop a hierarchy of churn factors. The MCDM analysis results indicated that the content variety and recommendation system, video streaming issues, and high subscription prices are the most significant factors that cause customer churn. Through comprehensive analysis, the study aims to provide insights for OTT service providers to enhance customer retention and mitigate churn rates. The Author(s), under exclusive license to Springer Nature Singapore Pte Ltd. 2026. Subject The topic of the resource Analytic hierarchy process; Customer churn factor prioritisation; Customer churn factors; Fuzzy analytic hierarchy process; Multi-criteria decision-making; OTT video platforms Publisher An entity responsible for making the resource available Springer Science and Business Media Deutschland GmbH Relation A related resource ISSN: 23673370; ISBN: 978-981966045-2; Language A language of the resource English Type The nature or genre of the resource Conference paper Rights Information about rights held in and over the resource Restricted Access; Hardcopy may be available in the library Format The file format, physical medium, or dimensions of the resource online