Sahar Amiri; Alireza Hassanzadeh; Shaghayegh Sahraei
Abstract
Customer churning is one of the most important issues facing Internet Service Providers in a competitive and rapidly saturating market. Due to the high costs associated with attracting new customers, ISPs have turned to a customer retention approach that explicitly seeks to reduce churn. This study has ...
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Customer churning is one of the most important issues facing Internet Service Providers in a competitive and rapidly saturating market. Due to the high costs associated with attracting new customers, ISPs have turned to a customer retention approach that explicitly seeks to reduce churn. This study has been surveyed the churning of internet service customers in one of the largest telecommunications companies in Iran. In order to predict the churn, customer data has been collected during six months, and their churning behavior has been investigated over a period of one year after. In addition to churn prediction, the most important factors affecting churn have been identified. In the preprocessing step, the "Random Under-Sampling" method is used to balance the data set and the "minimum-Redundancy, Maximum-Relevance" method is used to feature selection. Then, the "Random Forest", "Support Vector Machine" and "K-Nearest Neighbors" algorithms were applied to classify churning and non-churning customers, and the evaluation criteria show the superiority of the random forest algorithm. The final model, which was obtained from a combination of balancing, feature selection and classification methods, called the RUS-mRMR-RF model, is considered as an efficient model in customer churn prediction and identifying the most important factors affecting churn. The results of this study provide valuable insights to the company to develop customer retention strategies.
Hamidreza Rostami; Shaban Elahi; ali moeini; Alireza Hassanzadeh
Abstract
Actor-Network theory (ANT), in social sense, is an approach to sociological analysis in the field of science and technology studies and focuses on understanding how things get to the situations in which they find themselves. In recent years, this theory has been considered by researchers as a methodological ...
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Actor-Network theory (ANT), in social sense, is an approach to sociological analysis in the field of science and technology studies and focuses on understanding how things get to the situations in which they find themselves. In recent years, this theory has been considered by researchers as a methodological approach to analyze the use of technology in the workplace and describe the various dimensions of socio-technical systems. Despite numerous examples of research based on ANT methodology, no codified framework has been introduced for it and no examples of using this theory in the form of methodology have been found in the country. The present study tries to introduce a framework for data collection and analysis in the context of this theory, while explaining the methodology of this theory in an analytical-descriptive manner. The feasibility and validity of the proposed framework have been assessed in the form of a case study. The results of the research can be effective in the systematic application of ANT methodology, especially in the country.
