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All Journal Jurnal Teknologi dan Manajemen Informatika Jurnal Informatika dan Teknik Elektro Terapan Journal of Information System International Journal of New Media Technology Jurnal ULTIMA InfoSys Jurnal ULTIMATICS Journal of Information Systems and Informatics G-Tech : Jurnal Teknologi Terapan Indonesian Journal of Computer Science
Raymond Sunardi Oetama
Universitas Multimedia Nusantara
Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering

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Journal : Jurnal Informatika dan Teknik Elektro Terapan

 1 
UNVEILING CHURN PREDICTION AT BANK IVORY Raymond Sunardi Oetama
Jurnal Informatika dan Teknik Elektro Terapan Vol 11, No 3s1 (2023)
Publisher : Universitas Lampung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23960/jitet.v11i3s1.3394

Abstract

The banking industry faces significant challenges in tackling customer churn within its credit card services. Customer churn refers to the situation where customers discontinue using a bank's services and migrate to another financial institution. To proactively address this critical issue, the present research endeavors to predict customer attrition in credit card services. To achieve this goal, the study extensively employs the CRISP-DM framework and diligently compares the performance of two predictive models, namely Gradient Boosting and Random Forest. The research endeavors to identify potential churn customers by analyzing crucial variables, including customer age, marital status, gender, income category, credit limit, and total transactions. The preferred modeling approach, determined based on the lowest misclassification rate, serves as a vital component of the research's analytical process. Remarkably, the research findings unequivocally demonstrate the superior performance of the Gradient Boosting model, which attains a misclassification rate of 0.1118 in predicting customer attrition. 
Co-Authors Antonius Sony Eko Nugroho Benfano Soewito Cinthiya Cinthiya David Tjahjana Dery Afrizal Darmawin Fanny Johan Fernando Jose Armando Ford Lumban Gaol Jansen Wiratama Kevin Widjaja Kevina Angellin Lisa Oviani Mahfudz Amri Merfin Merfin Mikhael Billy Tanaga Natanael Benediktus Nico Nathanael Wilim Samuel Ady Sanjaya Santo Fernandi Wijaya Tan Thing Heng Tania Ciu Warnars, Harco Leslie Hendric Spits