一种基于决策树的客户流失危机分析方法  

A Research Method of Custom Forfeit Crisis Based on Decision Tree

作　　者：徐远纯[1] 盛昭瀚[2] 柳炳祥[1] 

机构地区：[1]景德镇陶瓷学院,江西景德镇333000 [2]南京大学管理科学与工程研究院,江苏南京210093

出　　处：《计算机与现代化》2004年第8期1-4,共4页Computer and Modernization

基　　金：国家自然科学基金资助项目 (70 1710 2 8)。

摘　　要：叙述了客户流失的基本概念 ,分析了客户流失危机产生的原因 ,指出了传统的客户流失危机分析方法存在的问题 ,提出了一种基于决策树的客户流失危机分析方法。详细地描述了ID3算法 ,提出一种加权熵的概念 ,并对ID3算法进行改进 ;给出了一个基于决策树的客户流失危机的分析实验 ,并对实验结果进行讨论 ,将改进的ID3算法与其它决策树算法进行了分析和比较 。This paper tells the basic concept of custom forfeit crisis,analyses the reason of resulting in the custom forfeit,points out the existent problems of the traditional analyzing models in evaluating custom forfeit risk,and puts forward a research method of custom forfeit crisis based on decision tree.An algorithm ID3 is described at length,the concept of right entropy is put forward,and the algorithm ID3 is improved.An analytic experiment of custom forfeit risk on decision tree is illustrated deliberately,experimental results are discussed,and the algorithm ID3 is compared with the other algorithms of decision tree to prove validity of the algorithm ID3 in custom forfeit risk.

关 键 词：危机管理 客户流失危机 决策树 ID3算法 信息熵 加权熵 

分 类 号：TP311[自动化与计算机技术—计算机软件与理论]