Penerapan Algoritma C4.5 Untuk Prediksi Churn Rate Pengguna Jasa Telekomunikasi

Abstract

Telecommunication industries are experiencing substantial problems related to the migration of customers due to a large number of competing companies, dynamic circumstances, as well as the presence of many innovative and attractive offerings. The situation has resulted in a high level of customer migration, affecting a decrement toward the company revenue. Regarding that condition, the customer churn is one well-know approach that can help in increasing the company's revenue and reputation. As to predict the reason behind the migration of customer, this study proposed a data mining classification technique by applying the C4.5 algorithm. Patterns generated by the model were implemented using 10-fold cross-validation, resulting in a model with an accuracy rate of 87%, precision 87.5%, and a recall of 97%. Based on the good performance quality of the model, it can be stated that the C4.5 algorithm succeeded to discover several causes from the migration of telecommunication users, in which price holds the top place as the primary reason