The attitudes of the telecommunication customers in the COVID-19 outbreak: The effect of the feature selection approach in churn analysis

Basit Öğe Kaydı
dc.authoridSaliha Karadayı Usta / 0000-0002-8348-4033en_US
dc.authoridHandan Donat / 0000-0002-8006-0606
dc.authorscopusidSaliha Karadayı Usta / 57613586300
dc.authorwosidSaliha Karadayı Usta / U-8744-2018en_US
dc.contributor.authorDonat, Handan
dc.contributor.authorKaradayı Usta, Saliha
dc.date.accessioned2022-07-18T11:31:36Z
dc.date.available2022-07-18T11:31:36Z
dc.date.issued2022en_US
dc.departmentİstinye Üniversitesi, Mühendislik ve Doğa Bilimleri Fakültesi, Endüstri Mühendisliği Bölümüen_US
dc.description.abstractToday's rising cutting-edge technology requirements and competitive environment in telecommunication industry has gained a remarkable importance due to the COVID-19 pandemics in terms of high need of information sharing and remote communication necessity. Telecommunication companies conduct significant analyses by highlighting that the customer data is the most valuable information. Besides, they obtain results emphasizing that acquiring new customers is costlier than retaining the existing ones. Therefore, the companies are willing to determine the important customer features in order to understand why they shift to the other telecommunication service providers. Hence, this study aims to conduct a churn analysis by feature selection approach with large volumes of telecommunication customer data in order to present what kind of customer behaviors and qualifications exist. Since there is a huge amount of data in this field, data mining is a vital requirement. The performance outputs were observed, and the features carrying these outputs to the highest value were identified. The data collection and analysis were carried out in mid-2019, and the same data collection and analysis were carried out again at the beginning of 2021, and these before and after results were compared. In addition, a comparison was made with the results obtained by the other churn analysis studies. This paper contributes to the practitioners by presenting the most important customer features in telecom customer churn, and a new approach in performance evaluation have been proposed specific to the telecommunication market with the industry experts’ guidance as a theoretical contribution.en_US
dc.identifier.citationDONAT H,USTA S. K (2022). The Attitudes of the Telecommunication Customers in the COVID-19 Outbreak: The Effect of the Feature Selection Approach in Churn Analysis. Sakarya Üniversitesi Fen Bilimleri Enstitüsü Dergisi, 26(3), 530 - 544. Doi: 10.16984/saufenbilder.1077229en_US
dc.identifier.doi10.16984/saufenbilder.1077229en_US
dc.identifier.endpage544en_US
dc.identifier.issn1301-4048en_US
dc.identifier.issue3en_US
dc.identifier.startpage530en_US
dc.identifier.trdizinid533342en_US
dc.identifier.urihttp://doi.org/10.16984/saufenbilder.1077229
dc.identifier.urihttps://hdl.handle.net/20.500.12713/3006
dc.identifier.volume26en_US
dc.indekslendigikaynakTR-Dizinen_US
dc.institutionauthorDonat, Handan
dc.institutionauthorKaradayı Usta, Saliha
dc.language.isoenen_US
dc.publisherTR- Dizinen_US
dc.relation.ispartofSakarya Üniversitesi Fen Bilimleri Enstitüsü Dergisien_US
dc.relation.publicationcategoryMakale - Uluslararası Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.subjectTelecommunicationen_US
dc.subjectCustomer Churnen_US
dc.subjectChurn Analysisen_US
dc.subjectData Miningen_US
dc.subjectMachine Learningen_US
dc.titleThe attitudes of the telecommunication customers in the COVID-19 outbreak: The effect of the feature selection approach in churn analysisen_US
dc.typeArticleen_US

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