Customer Churn Prediction in the Telecommunication Industry

Abstract

Customer churn is essential for telecom fields because it reduces income when a customer switches from one service provider to another. It is important for managers to help them find the factors influencing customer churn so that they can make decisions and optimize services. In this essay, SPSS will be used to analyze the factors that influence customer churn. We use contrastive analysis to find out the factors of the customer churn and use logistic regression to analyze the degree of influence of different factors. The result indicates phone charge, quality and diversity of services have impacts on customer churn.