{"id":"https://openalex.org/W4389475256","doi":"https://doi.org/10.1371/journal.pone.0289724","title":"Research on customer churn prediction and model interpretability analysis","display_name":"Research on customer churn prediction and model interpretability analysis","publication_year":2023,"publication_date":"2023-12-08","ids":{"openalex":"https://openalex.org/W4389475256","doi":"https://doi.org/10.1371/journal.pone.0289724","pmid":"https://pubmed.ncbi.nlm.nih.gov/38064499","pmcid":"https://www.ncbi.nlm.nih.gov/pmc/articles/10707658"},"language":"en","primary_location":{"id":"doi:10.1371/journal.pone.0289724","doi":"https://doi.org/10.1371/journal.pone.0289724","is_oa":true,"landing_page_url":"https://doi.org/10.1371/journal.pone.0289724","pdf_url":"https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0289724&type=printable","source":{"id":"https://openalex.org/S202381698","display_name":"PLoS ONE","issn_l":"1932-6203","issn":["1932-6203"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","dongbi-c","doyens","erih-plus","jufo-1","ki-jl-1","medline","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310315706","host_organization_name":"Public Library of Science","host_organization_lineage":["https://openalex.org/P4310315706"],"host_organization_lineage_names":["Public Library of Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"PLOS ONE","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref","doaj","pubmed"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0289724&type=printable","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5079587052","display_name":"Ke Peng","orcid":"https://orcid.org/0009-0004-6862-1628","observed_orcids":["https://orcid.org/0009-0004-6862-1628"]},"institutions":[{"id":"https://openalex.org/I64852412","display_name":"Sichuan University of Science and Engineering","ror":"https://ror.org/053fzma23","country_code":"CN","type":"education","lineage":["https://openalex.org/I64852412"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Ke Peng","raw_affiliation_strings":["College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China"],"raw_orcid":"https://orcid.org/0009-0004-6862-1628","affiliations":[{"raw_affiliation_string":"College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China","institution_ids":["https://openalex.org/I64852412"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083660601","display_name":"Yan Ping Peng","orcid":"https://orcid.org/0000-0001-5003-6923","observed_orcids":["https://orcid.org/0000-0001-5003-6923"]},"institutions":[{"id":"https://openalex.org/I64852412","display_name":"Sichuan University of Science and Engineering","ror":"https://ror.org/053fzma23","country_code":"CN","type":"education","lineage":["https://openalex.org/I64852412"]}],"countries":["CN"],"is_corresponding":true,"raw_author_name":"Yan Peng","raw_affiliation_strings":["College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China","institution_ids":["https://openalex.org/I64852412"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5100615964","display_name":"Wenguang Li","orcid":"https://orcid.org/0009-0001-3054-6691","observed_orcids":["https://orcid.org/0009-0001-3054-6691"]},"institutions":[{"id":"https://openalex.org/I64852412","display_name":"Sichuan University of Science and Engineering","ror":"https://ror.org/053fzma23","country_code":"CN","type":"education","lineage":["https://openalex.org/I64852412"]}],"countries":["CN"],"is_corresponding":false,"raw_author_name":"Wenguang Li","raw_affiliation_strings":["College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"College of Computer Science and Engineering, Sichuan University of Science and Engineering, Yibin, China","institution_ids":["https://openalex.org/I64852412"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5083660601"],"corresponding_institution_ids":["https://openalex.org/I64852412"],"apc_list":{"value":1805,"currency":"USD","value_usd":1805},"apc_paid":{"value":1805,"currency":"USD","value_usd":1805},"fwci":11.2602,"has_fulltext":true,"cited_by_count":73,"citation_normalized_percentile":{"value":0.98480293,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"18","issue":"12","first_page":"e0289724","last_page":"e0289724"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":1.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11653","display_name":"Financial Distress and Bankruptcy Prediction","score":0.0,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-churn-prediction","display_name":"customer churn prediction","score":0.996999979019165},{"id":"https://openalex.org/keywords/commercial-banks","display_name":"commercial banks","score":0.7229999899864197},{"id":"https://openalex.org/keywords/genetic-algorithm-hyperparameter-optimization","display_name":"genetic algorithm hyperparameter optimization","score":0.8050000071525574},{"id":"https://openalex.org/keywords/smote-enn","display_name":"SMOTE-ENN","score":0.7279999852180481},{"id":"https://openalex.org/keywords/class-imbalance","display_name":"class imbalance","score":0.800000011920929},{"id":"https://openalex.org/keywords/shapley-value","display_name":"Shapley value","score":0.8679999709129333},{"id":"https://openalex.org/keywords/model-interpretability","display_name":"model interpretability","score":0.9570000171661377},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.8740000128746033},{"id":"https://openalex.org/keywords/early-warning-model","display_name":"early warning model","score":0.7039999961853027}],"concepts":[{"id":"https://openalex.org/C2781067378","wikidata":"https://www.wikidata.org/wiki/Q17027399","display_name":"Interpretability","level":2,"score":0.929391622543335},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.47957390546798706},{"id":"https://openalex.org/C2522767166","wikidata":"https://www.wikidata.org/wiki/Q2374463","display_name":"Data science","level":1,"score":0.3561938405036926},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.31340253353118896}],"mesh":[{"descriptor_ui":"D003132","descriptor_name":"Commerce","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true},{"descriptor_ui":"D007221","descriptor_name":"Industry","qualifier_ui":null,"qualifier_name":null,"is_major_topic":true}],"locations_count":6,"locations":[{"id":"doi:10.1371/journal.pone.0289724","doi":"https://doi.org/10.1371/journal.pone.0289724","is_oa":true,"landing_page_url":"https://doi.org/10.1371/journal.pone.0289724","pdf_url":"https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0289724&type=printable","source":{"id":"https://openalex.org/S202381698","display_name":"PLoS ONE","issn_l":"1932-6203","issn":["1932-6203"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","dongbi-c","doyens","erih-plus","jufo-1","ki-jl-1","medline","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310315706","host_organization_name":"Public Library of Science","host_organization_lineage":["https://openalex.org/P4310315706"],"host_organization_lineage_names":["Public Library of Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"PLOS ONE","raw_type":"journal-article"},{"id":"pmh:oai:pubmedcentral.nih.gov:10707658","doi":null,"is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/10707658","pdf_url":"https://pmc.ncbi.nlm.nih.gov/articles/PMC10707658/pdf/pone.0289724.pdf","source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"PLoS One","raw_type":"Text"},{"id":"pmid:38064499","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/38064499","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"PloS one","raw_type":"Journal Article"},{"id":"pmh:oai:RePEc:plo:pone00:0289724","doi":null,"is_oa":false,"landing_page_url":"https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0289724","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"},{"id":"pmh:oai:doaj.org/article:40e07df69f9b42e096462d1bab925a78","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/40e07df69f9b42e096462d1bab925a78","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"PLoS ONE, Vol 18, Iss 12 (2023)","raw_type":"article"},{"id":"pmh:oai:doaj.org/article:9d69d0227c804623b8943c725bffb782","doi":null,"is_oa":false,"landing_page_url":"https://doaj.org/article/9d69d0227c804623b8943c725bffb782","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"PLoS ONE, Vol 18, Iss 12, p e0289724 (2023)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.1371/journal.pone.0289724","doi":"https://doi.org/10.1371/journal.pone.0289724","is_oa":true,"landing_page_url":"https://doi.org/10.1371/journal.pone.0289724","pdf_url":"https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0289724&type=printable","source":{"id":"https://openalex.org/S202381698","display_name":"PLoS ONE","issn_l":"1932-6203","issn":["1932-6203"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","dongbi-c","doyens","erih-plus","jufo-1","ki-jl-1","medline","norway-1","poland-100","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310315706","host_organization_name":"Public Library of Science","host_organization_lineage":["https://openalex.org/P4310315706"],"host_organization_lineage_names":["Public Library of Science"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"PLOS ONE","raw_type":"journal-article"},"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[{"id":"https://openalex.org/F4320322947","display_name":"Sichuan University of Science and Engineering","ror":"https://ror.org/053fzma23"},{"id":"https://openalex.org/F4320322990","display_name":"Sichuan University","ror":"https://ror.org/011ashp19"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4389475256.pdf","grobid_xml":"https://content.openalex.org/works/W4389475256.grobid-xml"},"referenced_works_count":13,"referenced_works":["https://openalex.org/W1966869546","https://openalex.org/W2067594023","https://openalex.org/W2295598076","https://openalex.org/W2540642777","https://openalex.org/W2968935724","https://openalex.org/W2996705655","https://openalex.org/W3096019139","https://openalex.org/W3130989307","https://openalex.org/W3173631909","https://openalex.org/W4246204515","https://openalex.org/W4285742646","https://openalex.org/W4310500583","https://openalex.org/W4379378598"],"related_works":["https://openalex.org/W4390588924","https://openalex.org/W4292261070","https://openalex.org/W7171795004","https://openalex.org/W7117974508","https://openalex.org/W4415708445","https://openalex.org/W4404141545","https://openalex.org/W4410036965","https://openalex.org/W4377969687","https://openalex.org/W4402687999","https://openalex.org/W7160312527"],"abstract_inverted_index":{"In":[0],"recent":[1],"years,":[2],"with":[3,32,175],"the":[4,8,12,16,19,22,29,33,67,111,120,141,151,176,188,220,224,238,243,251,256,262,265,270,273,281,303,309,348],"continuous":[5],"improvement":[6],"of":[7,15,21,36,44,69,178,187,259,267,275,287,312,341],"financial":[9,45],"system":[10],"and":[11,39,50,53,56,64,66,78,86,136,148,171,184,191,201,241,280,327,358],"rapid":[13,34],"development":[14,35],"banking":[17,23,59,152,179,349],"industry,":[18],"competition":[20],"industry":[24,153,350],"itself":[25],"has":[26,90],"intensified.":[27],"At":[28],"same":[30],"time,":[31],"information":[37,301],"technology":[38],"Internet":[40],"technology,":[41],"customers'":[42,54],"choice":[43],"products":[46,276],"is":[47,61,75,166,290],"becoming":[48,62,76],"more":[49,51,77,79,167],"diversified,":[52],"dependence":[55],"loyalty":[57],"to":[58,82,97,118,144,154,208,322,351],"institutions":[60],"less":[63],"less,":[65],"problem":[68],"customer":[70,84,127,156,225,336,353],"churn":[71,128,132,226,337],"in":[72,173,261,269,292],"commercial":[73,320],"banks":[74,96,321],"prominent.":[80],"How":[81],"predict":[83],"behavior":[85],"retain":[87,328],"existing":[88],"customers":[89],"become":[91],"a":[92,103,125,247],"major":[93],"challenge":[94],"for":[95,122,131,150,223,319,335],"solve.":[98],"Therefore,":[99],"this":[100,288,296],"study":[101,297],"takes":[102],"bank's":[104],"business":[105],"data":[106,121],"on":[107,140,250,308],"Kaggle":[108],"platform":[109],"as":[110,219,255],"research":[112],"object,":[113],"uses":[114],"multiple":[115],"sampling":[116],"methods":[117],"compare":[119],"balancing,":[123],"constructs":[124],"bank":[126],"prediction":[129],"model":[130,143,189,239,252,306],"identification":[133,311],"by":[134,193,278],"GA-XGBoost,":[135],"conducts":[137],"interpretability":[138],"analysis":[139],"GA-XGBoost":[142,215],"provide":[145,299,317,333],"decision":[146],"support":[147],"suggestions":[149],"prevent":[155],"churn.":[157],"The":[158,163,182,214,285],"results":[159],"show":[160],"that:":[161],"(1)":[162,295],"applied":[164],"SMOTEENN":[165],"effective":[168],"than":[169],"SMOTE":[170],"ADASYN":[172],"dealing":[174],"imbalance":[177],"data.":[180],"(2)":[181,330],"F1":[183],"AUC":[185],"values":[186],"improved":[190],"optimized":[192],"XGBoost":[194],"using":[195],"genetic":[196],"algorithm":[197],"can":[198,298,316,332,346],"reach":[199],"90%":[200],"99%,":[202],"respectively,":[203],"which":[204,315,345],"are":[205],"optimal":[206],"compared":[207],"other":[209,342],"six":[210],"machine":[211],"learning":[212],"models.":[213],"classifier":[216],"was":[217],"identified":[218],"best":[221],"solution":[222],"problem.":[227],"(3)":[228],"Using":[229],"Shapley":[230],"values,":[231],"we":[232],"explain":[233],"how":[234],"each":[235],"feature":[236],"affects":[237],"results,":[240],"analyze":[242],"features":[244],"that":[245],"have":[246],"high":[248],"impact":[249],"prediction,":[253],"such":[254],"total":[257,282],"number":[258,274],"transactions":[260,268],"past":[263,271],"year,":[264,272],"amount":[266],"owned":[277],"customers,":[279,314],"sales":[283],"balance.":[284],"contribution":[286],"paper":[289],"mainly":[291],"two":[293],"aspects:":[294],"useful":[300],"from":[302],"black":[304],"box":[305],"based":[307],"accurate":[310],"churned":[313],"reference":[318,334],"improve":[323],"their":[324],"service":[325],"quality":[326],"customers;":[329],"it":[331],"early":[338],"warning":[339],"models":[340],"related":[343],"industries,":[344],"help":[347],"maintain":[352,355],"stability,":[354],"market":[356],"position":[357],"reduce":[359],"corporate":[360],"losses.":[361]},"counts_by_year":[{"year":2026,"cited_by_count":35},{"year":2025,"cited_by_count":32},{"year":2024,"cited_by_count":6}],"updated_date":"2026-11-13T13:42:25.865203","created_date":"2023-12-09T00:00:00"}