원문정보
초록
영어
Nowadays, the telecommunication industries are facing substantial competition among the providers in order to capture new customers. Many providers have faced a loss of profitability due to the existing customers migrating to other providers. Customer retention program is one of the main strategies adopted in order to keep customers loyal to their provider. However, it requires a high cost and therefore the best strategy that companies could practice is to focus on identifying the customers that have the potential to churn at an early stage. The limited amount of research on investigating customer churn using machine learning techniques has lead this research to explore the potential of an artificial neural network to improve customer churn prediction. The research proposes Multilayer Perceptron (MLP) neural network approach to predict customer churn in one of the leading Malaysian’s telecommunication companies. The results are compared against the most popular churn prediction techniques such as Multiple Regression Analysis and Logistic Regression Analysis. The result has proven the supremacy of neural network (91.28% of prediction accuracy) over the statistical models in prediction tasks. Overall, the findings suggest that a neural network learning algorithm could offer a viable alternative to statistical predictive approaches in customer churn prediction.
목차
1. Introduction
2. Related Work
2.1. Customer Churn Prediction Algorithms
2.2. Neural Network
2.3. Regression Analysis
3. Research Methodology
3.1. Feature Extraction
3.2. Development of Prediction Models
4. Results and Discussion
4.1. Neural Network Analysis
4.2. Multiple Regression Analysis
4.3. Logistic Regression Analysis
4.4. Performance Comparison between Neural Network and Regression Analysis Tools
5. Conclusion
Acknowledgements
References