Identifying the influencing factors in customer churn of Kurdistan Telecommunications Company and presenting models for predicting churn using machine learning algorithms

Subject Areas : Industrial Management

vida sadeghi ¹ , Anvar Bahrampour ² , Seyed Ali Hosseini ³

1 - Master's student in Computer Engineering, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran - Kurdistan province telecommunication employee
2 - Assistant Professor, Department of Computer Engineering, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran
3 - Lecturer, Department of Computer Engineering, Sanandaj Branch, Islamic Azad University, Sanandaj, Iran

Received: 2023-05-30 Accepted : 2023-08-28 Published : 2023-09-23

Keywords: Machine Learning, Customer churn, Data mining, Artificial Neural Networks, Prediction,

Abstract :

The main sources of income and assets are important for any organization. With this view, companies have started to do more to maintain health. Since in many companies the cost of acquiring a new customer is much higher than actual customer satisfaction, customer churn has become the main area of evaluation for these companies. Client-facing companies, including those active in the technology industry, are facing a major challenge due to customer attrition. With the rapid development of the telecommunications industry, dropout prediction becomes one of the main activities in gaining a competitive advantage in the market. Predicting customer churn allows operators a period of time to remediate and implement a series of preventative measures before customers migrate to other operators. In this research, a decision support system for predicting and estimating the churn of customers of Kurdistan Telecommunication Company (with 52,900 subscribers) with different data-mining and machine methods (including simple linear regression (SLR), multiple linear regression (MLR). Polynomial regression. (PR), logistic regression, artificial neural networks, Adabust and random forest) are presented. The results of the evaluations carried out on the data set of the Kurdistan Province Telecommunication Company, the high performance of artificial neural network methods with 99.9% accuracy, Adabust with 99.9% accuracy, 100% accuracy and random forest It shows 100% with accuracy.

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