利用出行数据分析提高出租车行业的客户留存率:一项流失预测研究

IF 11 1区 管理学 Q1 BUSINESS
A.L.D. Loureiro , V.L. Miguéis , Álvaro Costa , Michel Ferreira
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引用次数: 0

摘要

人们普遍认为,在建立更可持续的城市和社会的道路上,留住公共交通用户是一项最重要的挑战。在这种与客户不存在合同关系的情况下,尽早准确地预测客户是会留在公司还是会离开,对于企业制定有效的保留策略具有重要意义。这项工作通过根据他们过去的旅行行为识别潜在的流失者来关注这个主题。为了实现这一目标,我们使用各种机器学习技术开发了一组分类模型。然后将这些模型用作堆叠集成中的基础学习器。所有分类器都是用利润驱动的方法开发的,优化预期的最大利润。最后,我们计算Shapley加性解释值来增强所提出分类器的可解释性。预测模型的性能是使用在葡萄牙城市记录了52个月的出租车服务的数据进行评估。提出了广泛的预测指标,包括出租车使用的最近和频率措施,以及与客户满意度水平相关的其他指标。模型的预测能力也对特定比例的高风险客户进行了评估。所有模型都显示出准确识别流失者的能力。本研究创新地评估了计程车行业一对一服务提供者的公司-顾客关系。并提出了提高客户忠诚度和保留率的措施。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Improving customer retention in taxi industry using travel data analytics: A churn prediction study
The retention of public transport users is widely acknowledged as a paramount challenge in the path towards the establishment of more sustainable cities and societies. In this setting, in which no contractual relationship with customers exists, an early and accurate prediction of whether a customer will remain with the company or leave, assumes great significance for businesses to develop effective retention strategies. This work focuses on this topic by identifying potential churners based on their past travel behavior. To achieve this, we developed a set of classification models using various machine learning techniques. These models were then employed as base learners within a stacking ensemble. All classifiers were developed with a profit-driven approach, optimizing for expected maximum profit. Finally, we calculated Shapley Additive Explanation values to enhance the interpretability of the proposed classifiers. The performance of the predictive models was evaluated using the data of taxi services recorded in a Portuguese city for 52 months. A broad range of predictors is proposed, including recency and frequency measures of taxi usage as well as others related to customers' satisfaction level. The predictive power of the models was also assessed for specific proportions of higher risk customers. All models have shown the capability to identify churners accurately. This study innovates in evaluating the one-to-one service provider company-customer relationship in the context of taxi industry. Retention actions to promote customers loyalty and enhance retention are also suggested.
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来源期刊
CiteScore
20.40
自引率
14.40%
发文量
340
审稿时长
20 days
期刊介绍: The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.
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