A novel customer churn prediction model for the telecommunication industry using data transformation methods and feature selection

Joydeb Kuma Sana, Mohammad Abedin, M. Sohel Rahman, M. Saifur Rahman

Research output: Contribution to journalArticlepeer-review

14 Downloads (Pure)

Abstract

Customer churn is one of the most critical issues faced by the telecommunication industry (TCI). Researchers and analysts leverage customer relationship management (CRM) data
through the use of various machine learning models and data transformation methods to identify the customers who are likely to churn. While several studies have been conducted in the customer churn prediction (CCP) context in TCI, a review of performance of the various models stemming from these studies show a clear room for improvement. Therefore, to improve the accuracy of customer churn prediction in the telecommunication industry, we have investigated several machine learning models, as well as, data transformation methods. To optimize the prediction models, feature selection has been performed using univariate technique and the best hyperparameters have been selected using the grid search method. Subsequently, experiments have been conducted on several publicly available TCIdatasets to assess the performance of our models in terms of the widely used evaluation metrics, such as AUC, precision, recall, and F-measure. Through a rigorous experimental study, we have demonstrated the benefit of applying data transformation methods as well as feature selection while training an optimized CCP model. Our proposed technique improved the prediction performance by up to 26.2% and 17% in terms of AUC and F-measure, respectively.
Original languageEnglish
Article numbere0278095
JournalPLoS ONE
Volume17
Issue number12
DOIs
Publication statusPublished - 1 Dec 2022

Fingerprint

Dive into the research topics of 'A novel customer churn prediction model for the telecommunication industry using data transformation methods and feature selection'. Together they form a unique fingerprint.

Cite this