文章基本信息

标题：Customer Churn Prediction Model and Identifying Features to Increase Customer Retention based on User Generated Content
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作者：Essam Abou el Kassem ; Shereen Ali Hussein ; Alaa Mostafa Abdelrahman 等
期刊名称：International Journal of Advanced Computer Science and Applications(IJACSA)
印刷版ISSN：2158-107X
电子版ISSN：2156-5570
出版年度：2020
卷号：11
期号：5
DOI：10.14569/IJACSA.2020.0110567
出版社：Science and Information Society (SAI)
摘要：Customer churn is a problem for most companies because it affects the revenues of the company when a customer switch from a service provider company to another in the telecom sector. For solving this problem we put two main approaches: the first one is identifying the main factors that affect customers churn, the second one is detecting the customers that have a high probability to churn through analyzing social media. For the first approach we build a dataset through practical questionnaires and analyzing them by using machine learning algorithms like Deep Learning, Logistic Regression, and Naïve Bayes algorithms. The second approach is customer churn prediction model through analyzing their opinions through their user-generated content (UGC) like comments, posts, messages, and products or services' reviews. For analyzing the UGC we used Sentiment analysis for finding the text polarity (negative/positive). The results show that the used algorithms had the same accuracy but differ in arrangement of attributes according to their weights in the decision.
关键词：Customer churn; telecom sector; churn prediction; sentiment analysis; machine learning; customer retention