Analysis of Customer Churn Rate Among Gen Z Users in Cloud-Based SaaS Products Last 5 years in Sri Lanka Using Data Warehouse Concepts

Abstract

Generation Z (Gen Z) users in Sri Lanka have demonstrated evolving churn behaviors with cloud-based Software-as-a-Service (SaaS) products. Analyzing their engagement across pre-pandemic, pandemic, and post-pandemic periods reveals key trends and challenges in customer retention within this demographic. By analyzing customer feedback, survey responses, and usage data, the research provides insights into churn patterns and their underlying causes. The study identifies notable demographic and geographic trends during three phases, pre-pandemic, during the pandemic and post-pandemic. These insights inform retention strategies, including personalized engagement, loyalty programs, and innovation in service quality. Additionally, it highlights the importance of understanding Gen Z's evolving expectations to help SaaS providers reduce churn, enhance customer satisfaction, and maintain competitiveness in a dynamic market.