Title: Churn prediction in telecommunication sector with machine learning methods

Authors: Ayşe Şenyürek; Selçuk Alp

Addresses: Industrial Engineering Department, Yildiz Technical University, Istanbul, Turkey ' Industrial Engineering Department, Yildiz Technical University, Istanbul, Turkey

Abstract: The aim of this study is to construct a model in which the subscribers are able to cancel their subscriptions in the telecommunication sector. In this context, it was aimed to select data, to prepare the preliminary preparation, to use machine learning method, performance criteria and measurement processes. According to logistic regression, artificial neural network, random forest and boosting method, potential churn subscribers were estimated. When the results of the study are examined, it is seen that the boosting method gives more accurate and successful results than the other methods. The most important factors causing customer churn was the period remaining until the end of the contract, tenure, which operator preferred the close relatives and the quality of the network.

Keywords: churn analysis; telecommunication; customer relation management; CRM; machine learning.

DOI: 10.1504/IJDMMM.2023.131396

International Journal of Data Mining, Modelling and Management, 2023 Vol.15 No.2, pp.184 - 202

Received: 10 Apr 2021
Received in revised form: 22 Jun 2022
Accepted: 24 Jun 2022
Published online: 09 Jun 2023 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article