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| Study on the Value Feature and the Emotion Feature to Predict the Web Customer Churn |
| XIA Guoen，MA Wenbing，TANG Chanjuan，ZHANG Xianquan |
| 1. Guangxi University of Finance and Economics, Nanning, China；2. Guangxi Normal University, Guilin, Guangxi, China |
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Abstract A model structure on the analysis of customer behavior was constructed by using customer value feature and emotion feature for web customer churn prediction. The structure was used in web customer churn prediction for home electronic business carrier by comparing with support vector machine, artificial neural network, logistic regression, naive Bayesian classifier and decision tree. It is found that the structure has better accuracy with acceptable explanation of prediction model, and provides an effective approach for studying on two types of errors for web customer churn.
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Received: 28 August 2017
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