Intelligent data analysis approaches to churn as a business problem: a survey

Globalization processes and market deregulation policies are rapidly changing the competitive environments of many economic sectors. The appearance of new competitors and technologies leads to an increase in competition and, with it, a growing preoccupation among service-providing companies with creating stronger customer bonds. In this context, anticipating the customer’s intention to abandon the provider, a phenomenon known as churn, becomes a competitive advantage. Such anticipation can be the result of the correct application of information-based knowledge extraction in the form of business analytics. In particular, the use of intelligent data analysis, or data mining, for the analysis of market surveyed information can be of great assistance to churn management. In this paper, we provide a detailed survey of recent applications of business analytics to churn, with a focus on computational intelligence methods. This is preceded by an in-depth discussion of churn within the context of customer continuity management. The survey is structured according to the stages identified as basic for the building of the predictive models of churn, as well as according to the different types of predictive methods employed and the business areas of their application.Peer ReviewedPostprint (author's final draft

Differential evolution technique on weighted voting stacking ensemble method for credit card fraud detection

Differential Evolution is an optimization technique of stochastic search for a population-based vector, which is powerful and efficient over a continuous space for solving differentiable and non-linear optimization problems. Weighted voting stacking ensemble method is an important technique that combines various classifier models. However, selecting the appropriate weights of classifier models for the correct classification of transactions is a problem. This research study is therefore aimed at exploring whether the Differential Evolution optimization method is a good approach for defining the weighting function. Manual and random selection of weights for voting credit card transactions has previously been carried out. However, a large number of fraudulent transactions were not detected by the classifier models. Which means that a technique to overcome the weaknesses of the classifier models is required. Thus, the problem of selecting the appropriate weights was viewed as the problem of weights optimization in this study. The dataset was downloaded from the Kaggle competition data repository. Various machine learning algorithms were used to weight vote a class of transaction. The differential evolution optimization techniques was used as a weighting function. In addition, the Synthetic Minority Oversampling Technique (SMOTE) and Safe Level Synthetic Minority Oversampling Technique (SL-SMOTE) oversampling algorithms were modified to preserve the definition of SMOTE while improving the performance. Result generated from this research study showed that the Differential Evolution Optimization method is a good weighting function, which can be adopted as a systematic weight function for weight voting stacking ensemble method of various classification methods.School of ComputingM. Sc. (Computing

Exploration of customer churn routes using machine learning probabilistic models

The ongoing processes of globalization and deregulation are changing the competitive framework in the majority of economic sectors. The appearance of new competitors and technologies entails a sharp increase in competition and a growing preoccupation among service providing companies with creating stronger bonds with customers. Many of these companies are shifting resources away from the goal of capturing new customers and are instead focusing on retaining existing ones. In this context, anticipating the customer¿s intention to abandon, a phenomenon also known as churn, and facilitating the launch of retention-focused actions represent clear elements of competitive advantage. Data mining, as applied to market surveyed information, can provide assistance to churn management processes. In this thesis, we mine real market data for churn analysis, placing a strong emphasis on the applicability and interpretability of the results. Statistical Machine Learning models for simultaneous data clustering and visualization lay the foundations for the analyses, which yield an interpretable segmentation of the surveyed markets. To achieve interpretability, much attention is paid to the intuitive visualization of the experimental results. Given that the modelling techniques under consideration are nonlinear in nature, this represents a non-trivial challenge. Newly developed techniques for data visualization in nonlinear latent models are presented. They are inspired in geographical representation methods and suited to both static and dynamic data representation

Text Similarity Between Concepts Extracted from Source Code and Documentation

Context: Constant evolution in software systems often results in its documentation losing sync with the content of the source code. The traceability research field has often helped in the past with the aim to recover links between code and documentation, when the two fell out of sync. Objective: The aim of this paper is to compare the concepts contained within the source code of a system with those extracted from its documentation, in order to detect how similar these two sets are. If vastly different, the difference between the two sets might indicate a considerable ageing of the documentation, and a need to update it. Methods: In this paper we reduce the source code of 50 software systems to a set of key terms, each containing the concepts of one of the systems sampled. At the same time, we reduce the documentation of each system to another set of key terms. We then use four different approaches for set comparison to detect how the sets are similar. Results: Using the well known Jaccard index as the benchmark for the comparisons, we have discovered that the cosine distance has excellent comparative powers, and depending on the pre-training of the machine learning model. In particular, the SpaCy and the FastText embeddings offer up to 80% and 90% similarity scores. Conclusion: For most of the sampled systems, the source code and the documentation tend to contain very similar concepts. Given the accuracy for one pre-trained model (e.g., FastText), it becomes also evident that a few systems show a measurable drift between the concepts contained in the documentation and in the source code.</p

Factors Influencing Customer Satisfaction towards E-shopping in Malaysia

Online shopping or e-shopping has changed the world of business and quite a few people have decided to work with these features. What their primary concerns precisely and the responses from the globalisation are the competency of incorporation while doing their businesses. E-shopping has also increased substantially in Malaysia in recent years. The rapid increase in the e-commerce industry in Malaysia has created the demand to emphasize on how to increase customer satisfaction while operating in the e-retailing environment. It is very important that customers are satisfied with the website, or else, they would not return. Therefore, a crucial fact to look into is that companies must ensure that their customers are satisfied with their purchases that are really essential from the ecommerce’s point of view. With is in mind, this study aimed at investigating customer satisfaction towards e-shopping in Malaysia. A total of 400 questionnaires were distributed among students randomly selected from various public and private universities located within Klang valley area. Total 369 questionnaires were returned, out of which 341 questionnaires were found usable for further analysis. Finally, SEM was employed to test the hypotheses. This study found that customer satisfaction towards e-shopping in Malaysia is to a great extent influenced by ease of use, trust, design of the website, online security and e-service quality. Finally, recommendations and future study direction is provided. Keywords: E-shopping, Customer satisfaction, Trust, Online security, E-service quality, Malaysia

Fuelling the zero-emissions road freight of the future: routing of mobile fuellers

The future of zero-emissions road freight is closely tied to the sufficient availability of new and clean fuel options such as electricity and Hydrogen. In goods distribution using Electric Commercial Vehicles (ECVs) and Hydrogen Fuel Cell Vehicles (HFCVs) a major challenge in the transition period would pertain to their limited autonomy and scarce and unevenly distributed refuelling stations. One viable solution to facilitate and speed up the adoption of ECVs/HFCVs by logistics, however, is to get the fuel to the point where it is needed (instead of diverting the route of delivery vehicles to refuelling stations) using "Mobile Fuellers (MFs)". These are mobile battery swapping/recharging vans or mobile Hydrogen fuellers that can travel to a running ECV/HFCV to provide the fuel they require to complete their delivery routes at a rendezvous time and space. In this presentation, new vehicle routing models will be presented for a third party company that provides MF services. In the proposed problem variant, the MF provider company receives routing plans of multiple customer companies and has to design routes for a fleet of capacitated MFs that have to synchronise their routes with the running vehicles to deliver the required amount of fuel on-the-fly. This presentation will discuss and compare several mathematical models based on different business models and collaborative logistics scenarios

Library websites popularity: does Facebook really matter?

The purpose of this paper is to determine whether the utilization of social media (Facebook) is an important factor in increasing the visibility of the library site usage in Malaysian public universities. Nine top ranked Malaysian public universities involved in this research and number of Facebook followers for each library website is listed. Alexa software was used as the approach to study the issue of visibility. Alexa is able to determine web site usage, by showing the percentage of visitors of library related subdomain(s) as listed in the top subdomains for each University website (domain) over a month. It is found that Universiti Utara Malaysia library website scored the highest percentage of visitors based on the library related subdomain(s) as listed in the top subdomains for the University website in Alexa. To check such irregularities in access, this paper use EvalAccess 2.0 and it is found that Universiti Sains Malaysia’s library website scored higher irregularities. In term of number of Facebook followers, Univesity of Malaya library has the highest score. It is showed that the utilization of social media (Facebook) is not yet an important factor in increasing the visibility of the library websites. However, expectedly, top ranked universities’ library web sites, are more visible and popular. This research is limited to the situation in Malaysia where public universities are more noticeable and seldom face financial constraints rather than private universities. It is highly important for those universities’ library web sites that are not highly visible to initiate the necessary measures in improving the development of their web sites as the usage of the website is an indicator of online quality