Customer Churn Prediction Model Using Artificial Neural Network: A Case Study in Banking

Customer Churn has a great impact on banking industries as it accelerates a loss of revenue and customer loyalty. The focus of the research is to create a model for the banking sector using Artificial Neural Networks (ANNs) which can predict if the customer will churn. The prediction is based on the input features and the independent variable of the trained dataset. The hyperparameters are altered during model training using the forward propagation algorithm and cross-validation techniques which enable the model to perform well with respect to accuracy and precision rate. The achieved results illustrate that the suggested model has an accuracy of 86% at predicting customer attrition. In comparison to the logistic regression model outcomes, ANN models are more effective for predicting customer churn in the banking industry. The study suggests vital perceptions of how to employ machine learning approaches to increase client retention and decrease customer churn. Banks can use this model to spot clients who are at risk of churning and take proactive measures to keep them.