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All Journal IAES International Journal of Artificial Intelligence (IJ-AI) snimed Phi : Jurnal Pendidikan Fisika dan Terapan Journal of Development Research JOURNAL OF APPLIED INFORMATICS AND COMPUTING Jurnal Nasional Pendidikan Teknik Informatika (JANAPATI) TIN: TERAPAN INFORMATIKA NUSANTARA Jurnal Teknik Informatika (JUTIF) SinarFe7
Lestari, Tri Mukti
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Journal : journal of development research

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Visual Analysis of Customer Behavior and Churn Triggers in the Telecommunications Industry: An Implementation of a BI Dashboard Lestari, Tri Mukti; Nugroho, Fresy; Atnang, Muhammad
Journal of Development Research Vol. 10 No. 1 (2026): Volume 10, Number 1, May 2026
Publisher : Lembaga Penelitian dan Pengabdian Masyarakat Universitas Nahdlatul Ulama Blitar

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.28926/jdr.v10i1.533

Abstract

The telecommunications industry faces the challenge of high customer churn rates, which can negatively affect company revenue and long-term business sustainability. This study aims to develop a Business Intelligence (BI)-based dashboard to visualize customer behavior and identify factors contributing to customer churn. A dataset consisting of 7,043 customer records was analyzed to discover churn patterns, develop predictive models, and perform customer segmentation. The proposed dashboard was designed as a user-friendly and interactive web-based platform to support data-driven decision-making. The results showed that 26.5% of customers experienced churn. The main factors influencing churn included monthly contracts, fiber optic service usage, the absence of online security and technical support services, and electronic payment methods. The findings also revealed that customers with higher monthly charges had a greater tendency to discontinue their subscriptions. User evaluation results indicated that the developed dashboard achieved a high level of usability and effectively presented customer information in a clear and understandable format. Therefore, the proposed BI dashboard can assist telecommunications companies in identifying at-risk customers and developing more proactive, targeted, and effective customer retention strategies.
Co-Authors Atnang, Muhammad Dian Maharani, Dian Dwiria Wahyuni Fachri, Moch Fresy Nugroho Hammad, Jehad A. H. Hammad, Jehad A.H. Hammad, Jehad AH I Gusti Putu Asto Buditjahjanto Izzati Muhimmah Muhammad Faisal Muhammad Ridho N, Alfina Nurrahma Nurhasanah Nurhasanah Nurrahma ‘N, Alfina Nurrahma, Alfina Nurrahma’N, Alfina Pebrianti, Dwi Perdhana, Radhitya Prakasa, Aji Bagas Qurrota A'yun, Adila Rahadian Kurniawan Roro Inda Melani Siti Helmyati Suhartono Taufiqulhakim, Adnan Muhammad Zidan, Muhammad