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All Journal IJCCS (Indonesian Journal of Computing and Cybernetics Systems) Jurnal Sains dan Teknologi Jurnal Buana Informatika Jurnal Edukasi dan Penelitian Informatika (JEPIN) JUITA : Jurnal Informatika Jurnal Sistem dan Informatika Journal of Information Systems Engineering and Business Intelligence Format : Jurnal Imiah Teknik Informatika JOIV : International Journal on Informatics Visualization Tech-E ComTech: Computer, Mathematics and Engineering Applications Jurnal Teknologi Komputer dan Sistem Informasi bit-Tech eCo-Buss Jurnal Informatika dan Rekayasa Perangkat Lunak International Journal of Digital Entrepreneurship and Business (IDEB) Algor eCo-Fin Abdi-Dharma SATIN - Sains dan Teknologi Informasi Inovasi Gagasan Abdimas & Kuliah Kerja Nyata RUBINSTEIN JTKSI (Jurnal Teknologi Komputer dan Sistem Informasi)
Aditiya Hermawan
Universitas Buddhi Dharma
Agriculture, Biological Sciences & Forestry Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Materials Science & Nanotechnology Mathematics Social Sciences Other

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Journal : JOIV : International Journal on Informatics Visualization

 1 
Optimizing Artificial Neural Network for Customer Churn: Advanced Data Balancing and Feature Selection Hermawan, Aditiya; Wijaya, Willy; Daniawan, Benny
JOIV : International Journal on Informatics Visualization Vol 9, No 3 (2025)
Publisher : Society of Visual Informatics

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62527/joiv.9.3.3064

Abstract

Customers are valuable assets in the dynamic business world. However, service dissatisfaction often leads them to switch to competitors, a phenomenon known as customer churn. In the telecommunications industry, churn poses a significant challenge as it directly impacts revenue and influences other customers within their social networks to do the same. Consequently, predicting churn has become essential, with numerous researchers employing various methods to classify potential churners. This study builds upon prior research that utilized Artificial Neural Networks (ANN) or Deep Learning to predict churn, achieving an accuracy of 88.12%. To improve model performance, this research implements an Artificial Neural Network (ANN) as the primary algorithm, along with Random Over-Sampling (ROS) and Synthetic Minority Oversampling Technique (SMOTE) for data balancing, and three feature selection methods: Minimum Redundancy Maximum Relevance (mRMR), Lasso Regression, and XGBoost. The results demonstrate a 0.38% increase in accuracy compared to previous studies. The finding suggests opportunities for further exploration. Future studies can consider alternative feature selection techniques, such as Wrapper Methods or Heuristic/Metaheuristic approaches, which may produce more optimal feature combinations. Other data balancing methods, such as Undersampling techniques (e.g., Random Undersampling, Tomek Links) or Hybrid Methods (e.g., SMOTE combined with Tomek Links), could be explored to address imbalanced datasets effectively. These approaches are expected to provide better combinations and to improve overall prediction performance, enabling researchers to develop more robust and accurate models for customer churn prediction in subsequent studies.
Co-Authors A Damiyati Abidin Abidin Agus Setiawan Alvin Rahayu Amin Suyitno Ananda, Stanley Andre Sahulata Andri Wijaya Andrie Suak Tiwa Anton Halim Anwan Chailes Ardiane Rossi Kurniawan Maranto Arvin Lawistra Benny Daniawan Daniawan, Benny Dera Susilawati Deviastati Putri Sugiarta Karlim edy Edy Edy Edy Edy Ellysha Dwiyanthi Kusuma Eva Eva Evan - Evien Fernando, Albert Halim Wijaya, Ardie Halim, Ardie Hargiani, Fransisca Xaveria Henry Henry Intan Anjali Putri Jelvin Putra Halawa Jessen Laorenza Suwandi Johan Santoso Jowensen, Indrico Junaedi JUNAEDI Junaedi Junaedi Kevin Ivone Sim Khanti Kusuma Dewi Kumala, Sonya Ayu Kurniawan Maranto, Ardiane Rossi Leonardo Lianata Lia Dama Yanti Lianny Wydiastuty Kusuma Lianny Wydiastuty Kusuma Luis Alpianto Lunardi, Lidya Mariana Purnamasari Mesakh Septiadi Simijaya michael vernannes marpaung Natalya , Margaretha Nathaniel, Joese Niki Destiandi Oscar Hasan Putra Philip Kristy Wijaya Raditya Rimbawan O Raditya Rimbawan Oprasto Rheza Vincentius Riki Riki RIKI RIKI, RIKI Rina Aprilyanti Rino Rossi Kurniawan Maranto, Ardiane Rossi Sevtian Ferdian Sutopo, Prihantoro Syahdu Suwitno Suwitno Teven Gustayo Tia Nurapriyanti Wicaksono, Baghas Budi Willy Wijaya, Willy Wiyono Wydiastuty Kusuma, Lianny Yance Gusnadi Yo Ceng Giap Yo Ceng Giap Yuliastati Putri Sugiarta Karlim Yunia Oktari Yusuf Kurnia Yusuf Kurnia, Yusuf