{"id":"https://openalex.org/W4221065845","doi":"https://doi.org/10.3390/fi14030094","title":"A Data-Driven Approach to Improve Customer Churn Prediction Based on Telecom Customer Segmentation","display_name":"A Data-Driven Approach to Improve Customer Churn Prediction Based on Telecom Customer Segmentation","publication_year":2022,"publication_date":"2022-03-16","ids":{"openalex":"https://openalex.org/W4221065845","doi":"https://doi.org/10.3390/fi14030094"},"language":"en","primary_location":{"id":"doi:10.3390/fi14030094","is_oa":true,"landing_page_url":"https://doi.org/10.3390/fi14030094","pdf_url":"https://www.mdpi.com/1999-5903/14/3/94/pdf?version=1647421730","source":{"id":"https://openalex.org/S34838331","display_name":"Future Internet","issn_l":"1999-5903","issn":["1999-5903"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Internet","raw_type":"journal-article"},"type":"article","indexed_in":["crossref","doaj"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.mdpi.com/1999-5903/14/3/94/pdf?version=1647421730","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5024913918","display_name":"Zhang Tianyuan","orcid":"https://orcid.org/0000-0003-1852-5094"},"institutions":[{"id":"https://openalex.org/I110026055","display_name":"Iscte \u2013 Instituto Universit\u00e1rio de Lisboa","ror":"https://ror.org/014837179","country_code":"PT","type":"education","lineage":["https://openalex.org/I110026055"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Tianyuan Zhang","raw_affiliation_strings":["Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal"],"raw_orcid":"https://orcid.org/0000-0003-1852-5094","affiliations":[{"raw_affiliation_string":"Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal","institution_ids":["https://openalex.org/I110026055"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5054842139","display_name":"S\u00e9rgio Moro","orcid":"https://orcid.org/0000-0002-4861-6686"},"institutions":[{"id":"https://openalex.org/I110026055","display_name":"Iscte \u2013 Instituto Universit\u00e1rio de Lisboa","ror":"https://ror.org/014837179","country_code":"PT","type":"education","lineage":["https://openalex.org/I110026055"]}],"countries":["PT"],"is_corresponding":true,"raw_author_name":"S\u00e9rgio Moro","raw_affiliation_strings":["Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal"],"raw_orcid":"https://orcid.org/0000-0002-4861-6686","affiliations":[{"raw_affiliation_string":"Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal","institution_ids":["https://openalex.org/I110026055"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5075775948","display_name":"Ricardo F. Ramos","orcid":"https://orcid.org/0000-0001-9841-9720"},"institutions":[{"id":"https://openalex.org/I110026055","display_name":"Iscte \u2013 Instituto Universit\u00e1rio de Lisboa","ror":"https://ror.org/014837179","country_code":"PT","type":"education","lineage":["https://openalex.org/I110026055"]},{"id":"https://openalex.org/I293362453","display_name":"Polytechnic Institute of Coimbra","ror":"https://ror.org/01n8x4993","country_code":"PT","type":"education","lineage":["https://openalex.org/I293362453"]},{"id":"https://openalex.org/I4210119063","display_name":"Autonomous University of Lisbon","ror":"https://ror.org/01ryrwk91","country_code":"PT","type":"education","lineage":["https://openalex.org/I4210119063"]}],"countries":["PT"],"is_corresponding":false,"raw_author_name":"Ricardo F. Ramos","raw_affiliation_strings":["CICEE\u2014Centro de Investiga\u00e7\u00e3o em Ci\u00eancias Econ\u00f3micas e Empresariais, Universidade Aut\u00f3noma de Lisboa, Rua de Santa Marta, Pal\u00e1cio dos Condes do Redondo, 56, 1169-023 Lisboa, Portugal","Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal","Instituto Polit\u00e9cnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal"],"raw_orcid":"https://orcid.org/0000-0001-9841-9720","affiliations":[{"raw_affiliation_string":"CICEE\u2014Centro de Investiga\u00e7\u00e3o em Ci\u00eancias Econ\u00f3micas e Empresariais, Universidade Aut\u00f3noma de Lisboa, Rua de Santa Marta, Pal\u00e1cio dos Condes do Redondo, 56, 1169-023 Lisboa, Portugal","institution_ids":["https://openalex.org/I4210119063"]},{"raw_affiliation_string":"Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura (ISTA), Instituto Universit\u00e1rio de Lisboa (ISCTE-IUL), ISTAR, 1649-026 Lisbon, Portugal","institution_ids":["https://openalex.org/I110026055"]},{"raw_affiliation_string":"Instituto Polit\u00e9cnico de Coimbra, ESTGOH, Rua General Santos Costa, 3400-124 Oliveira do Hospital, Portugal","institution_ids":["https://openalex.org/I293362453"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":3,"corresponding_author_ids":["https://openalex.org/A5054842139"],"corresponding_institution_ids":["https://openalex.org/I110026055"],"apc_list":{"value":1400,"currency":"CHF","value_usd":1466},"apc_paid":{"value":1400,"currency":"CHF","value_usd":1466},"fwci":7.78,"has_fulltext":true,"cited_by_count":64,"citation_normalized_percentile":{"value":0.97457256,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":98,"max":100},"biblio":{"volume":"14","issue":"3","first_page":"94","last_page":"94"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.9998999834060669,"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":0.9998999834060669,"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":0.9951000213623047,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"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/T11536","display_name":"Consumer Retail Behavior Studies","score":0.9908000230789185,"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"}}],"keywords":[{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.7330582737922668},{"id":"https://openalex.org/keywords/telecommunications","display_name":"Telecommunications","score":0.7005276083946228},{"id":"https://openalex.org/keywords/competitor-analysis","display_name":"Competitor analysis","score":0.6167142391204834},{"id":"https://openalex.org/keywords/market-segmentation","display_name":"Market segmentation","score":0.539956271648407},{"id":"https://openalex.org/keywords/logistic-regression","display_name":"Logistic regression","score":0.472775936126709},{"id":"https://openalex.org/keywords/profit","display_name":"Profit (economics)","score":0.4525552988052368},{"id":"https://openalex.org/keywords/enhanced-telecom-operations-map","display_name":"Enhanced Telecom Operations Map","score":0.4397442936897278},{"id":"https://openalex.org/keywords/customer-retention","display_name":"Customer retention","score":0.41438543796539307},{"id":"https://openalex.org/keywords/data-mining","display_name":"Data mining","score":0.3488197326660156},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.2723548114299774},{"id":"https://openalex.org/keywords/marketing","display_name":"Marketing","score":0.2119733691215515},{"id":"https://openalex.org/keywords/machine-learning","display_name":"Machine learning","score":0.17589372396469116},{"id":"https://openalex.org/keywords/service-quality","display_name":"Service quality","score":0.09472787380218506}],"concepts":[{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.7330582737922668},{"id":"https://openalex.org/C76155785","wikidata":"https://www.wikidata.org/wiki/Q418","display_name":"Telecommunications","level":1,"score":0.7005276083946228},{"id":"https://openalex.org/C127576917","wikidata":"https://www.wikidata.org/wiki/Q624630","display_name":"Competitor analysis","level":2,"score":0.6167142391204834},{"id":"https://openalex.org/C125308379","wikidata":"https://www.wikidata.org/wiki/Q363057","display_name":"Market segmentation","level":2,"score":0.539956271648407},{"id":"https://openalex.org/C151956035","wikidata":"https://www.wikidata.org/wiki/Q1132755","display_name":"Logistic regression","level":2,"score":0.472775936126709},{"id":"https://openalex.org/C181622380","wikidata":"https://www.wikidata.org/wiki/Q26911","display_name":"Profit (economics)","level":2,"score":0.4525552988052368},{"id":"https://openalex.org/C56961345","wikidata":"https://www.wikidata.org/wiki/Q122469","display_name":"Enhanced Telecom Operations Map","level":4,"score":0.4397442936897278},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.41438543796539307},{"id":"https://openalex.org/C124101348","wikidata":"https://www.wikidata.org/wiki/Q172491","display_name":"Data mining","level":1,"score":0.3488197326660156},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2723548114299774},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2119733691215515},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.17589372396469116},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.09472787380218506},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.0},{"id":"https://openalex.org/C175444787","wikidata":"https://www.wikidata.org/wiki/Q39072","display_name":"Microeconomics","level":1,"score":0.0},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.0}],"mesh":[],"locations_count":5,"locations":[{"id":"doi:10.3390/fi14030094","is_oa":true,"landing_page_url":"https://doi.org/10.3390/fi14030094","pdf_url":"https://www.mdpi.com/1999-5903/14/3/94/pdf?version=1647421730","source":{"id":"https://openalex.org/S34838331","display_name":"Future Internet","issn_l":"1999-5903","issn":["1999-5903"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Internet","raw_type":"journal-article"},{"id":"pmh:oai:repositorio.iscte-iul.pt:10071/28784","is_oa":true,"landing_page_url":"http://hdl.handle.net/10071/28784","pdf_url":"https://repositorio.iscte-iul.pt/bitstream/10071/28784/1/phd_tianyuan_zhang.pdf","source":{"id":"https://openalex.org/S7407055197","display_name":"Reposit\u00f3rio do ISCTE-IUL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"doctoralThesis"},{"id":"pmh:oai:RePEc:gam:jftint:v:14:y:2022:i:3:p:94-:d:772256","is_oa":false,"landing_page_url":"https://www.mdpi.com/1999-5903/14/3/94/","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,"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:c905e642a57e4e748f3c96b3f124cf4c","is_oa":false,"landing_page_url":"https://doaj.org/article/c905e642a57e4e748f3c96b3f124cf4c","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,"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":"Future Internet, Vol 14, Iss 3, p 94 (2022)","raw_type":"article"},{"id":"pmh:oai:repositorio.iscte-iul.pt:10071/24847","is_oa":true,"landing_page_url":"http://hdl.handle.net/10071/24847","pdf_url":null,"source":{"id":"https://openalex.org/S7407055197","display_name":"Reposit\u00f3rio do ISCTE-IUL","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":{"id":"doi:10.3390/fi14030094","is_oa":true,"landing_page_url":"https://doi.org/10.3390/fi14030094","pdf_url":"https://www.mdpi.com/1999-5903/14/3/94/pdf?version=1647421730","source":{"id":"https://openalex.org/S34838331","display_name":"Future Internet","issn_l":"1999-5903","issn":["1999-5903"],"is_oa":true,"is_in_doaj":true,"is_core":true,"host_organization":"https://openalex.org/P4310310987","host_organization_name":"Multidisciplinary Digital Publishing Institute","host_organization_lineage":["https://openalex.org/P4310310987"],"host_organization_lineage_names":["Multidisciplinary Digital Publishing Institute"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Future Internet","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, Justice and strong institutions","score":0.6000000238418579}],"awards":[{"id":"https://openalex.org/G340174128","display_name":"Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura - ISCTE-IUL","funder_award_id":"UIDP/04466/2020","funder_id":"https://openalex.org/F4320334779","funder_display_name":"Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia"},{"id":"https://openalex.org/G3989732583","display_name":"Centro de Investiga\u00e7\u00e3o em Ci\u00eancias da Informa\u00e7\u00e3o, Tecnologias e Arquitetura - ISCTE-IUL","funder_award_id":"UIDB/04466/2020","funder_id":"https://openalex.org/F4320334779","funder_display_name":"Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia"},{"id":"https://openalex.org/G6796854100","display_name":null,"funder_award_id":"UIDB/04466/2020 and UIDP/04466/2020","funder_id":"https://openalex.org/F4320334779","funder_display_name":"Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia"},{"id":"https://openalex.org/G7343750596","display_name":null,"funder_award_id":"UIDP/04466","funder_id":"https://openalex.org/F4320334779","funder_display_name":"Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia"}],"funders":[{"id":"https://openalex.org/F4320334779","display_name":"Funda\u00e7\u00e3o para a Ci\u00eancia e a Tecnologia","ror":"https://ror.org/00snfqn58"}],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W4221065845.pdf","grobid_xml":"https://content.openalex.org/works/W4221065845.grobid-xml"},"referenced_works_count":43,"referenced_works":["https://openalex.org/W1969405670","https://openalex.org/W1971192722","https://openalex.org/W1978817606","https://openalex.org/W1984599273","https://openalex.org/W1995026436","https://openalex.org/W1997414073","https://openalex.org/W1997919326","https://openalex.org/W2048755952","https://openalex.org/W2061798849","https://openalex.org/W2078704831","https://openalex.org/W2085172545","https://openalex.org/W2094215799","https://openalex.org/W2100011035","https://openalex.org/W2123877644","https://openalex.org/W2140110959","https://openalex.org/W2142193462","https://openalex.org/W2146780597","https://openalex.org/W2161634631","https://openalex.org/W2321670847","https://openalex.org/W2369810130","https://openalex.org/W2465783354","https://openalex.org/W2577567775","https://openalex.org/W2653035800","https://openalex.org/W2758113456","https://openalex.org/W2792328488","https://openalex.org/W2939289155","https://openalex.org/W2977913188","https://openalex.org/W2985582295","https://openalex.org/W3015341089","https://openalex.org/W3112248285","https://openalex.org/W3140080668","https://openalex.org/W3164285467","https://openalex.org/W3174831098","https://openalex.org/W3213928715","https://openalex.org/W3214812780","https://openalex.org/W4253804692","https://openalex.org/W4254398440","https://openalex.org/W4292494783","https://openalex.org/W6649535964","https://openalex.org/W6700590925","https://openalex.org/W6769078322","https://openalex.org/W6769982065","https://openalex.org/W6804372867"],"related_works":["https://openalex.org/W2358804928","https://openalex.org/W4225710828","https://openalex.org/W1998528887","https://openalex.org/W2965538880","https://openalex.org/W2143282039","https://openalex.org/W2528370785","https://openalex.org/W4200335562","https://openalex.org/W4388885705","https://openalex.org/W4242791567","https://openalex.org/W2901618746"],"abstract_inverted_index":{"Numerous":[0],"valuable":[1],"clients":[2],"can":[3,77],"be":[4,78],"lost":[5],"to":[6,13,31,37,64,73,113],"competitors":[7],"in":[8],"the":[9,18,74,81,106],"telecommunication":[10,26],"industry,":[11],"leading":[12],"profit":[14],"loss.":[15],"Thus,":[16],"understanding":[17],"reasons":[19],"for":[20,25],"client":[21,40],"churn":[22,34,41,69,84],"is":[23],"vital":[24],"companies.":[27],"This":[28,98],"study":[29,99],"aimed":[30],"develop":[32],"a":[33,66],"prediction":[35,70,92],"model":[36,85],"predict":[38,105],"telecom":[39,52,67,82,102],"through":[42],"customer":[43,68,83,115],"segmentation.":[44],"Data":[45],"were":[46,62],"collected":[47],"from":[48],"three":[49],"major":[50],"Chinese":[51],"companies,":[53],"and":[54,58,95,109],"Fisher":[55],"discriminant":[56],"equations":[57],"logistic":[59],"regression":[60,88],"analysis":[61,89],"used":[63],"build":[65],"model.":[71],"According":[72],"results,":[75],"it":[76],"concluded":[79],"that":[80],"constructed":[86],"by":[87],"had":[90],"higher":[91],"accuracy":[93],"(93.94%)":[94],"better":[96],"results.":[97],"will":[100],"help":[101],"companies":[103],"efficiently":[104],"possibility":[107],"of":[108],"take":[110],"targeted":[111],"measures":[112],"avoid":[114],"churn,":[116],"thereby":[117],"increasing":[118],"their":[119],"profits.":[120]},"counts_by_year":[{"year":2026,"cited_by_count":7},{"year":2025,"cited_by_count":9},{"year":2024,"cited_by_count":24},{"year":2023,"cited_by_count":18},{"year":2022,"cited_by_count":6}],"updated_date":"2026-08-28T12:50:07.497085","created_date":"2022-04-03T00:00:00"}