Research On The Influencing Factors And Countermeasures Of Customer Churn Of P Internet Hospital

With the support of national policies and the stimulation of the epidemic,the Internet hospital industry has developed rapidly in recent years.Naturally,the number of customers has also grown by leaps and bounds.With the rapid increase,there is also a serious problem of customer churn.In order to effectively reduce the customer turnover rate,many Internet hospitals blindly develop marketing strategies and product packaging,and invest a lot of resources,which can not only reduce the customer turnover rate,but also bring greater burden to the enterprise.This paper chooses P Internet Hospital with the same serious customer loss as the research object.Firstly,the current situation of customer churn P Internet hospital was analyzed,and the customer repurchase rate algorithm was used to determine the time limit of customer churn combined with the inflection point method.The second step,data statistics and analysis to the evaluation of customers and the high P Internet hospital management expert interview,the factors affecting customer churn theory,determine the cause P Internet hospital customer churn problem in four aspects,respectively is inquiring service quality,customer satisfaction,customer consumption behavior,and basic characteristics.The third step,according to the four aspects,combined with the actual business status and application system architecture of P Internet hospital,determines the factors affecting the customer churn of P Internet hospital,collects the relevant data of the corresponding business system,and performs data integration and cleaning.The random forest algorithm was used to construct the customer turnover prediction model to analyze the importance ranking of the four influencing factors of customer turnover in P Internet hospitals,and the factors with high impact of customer turnover were obtained.Finally,a logistic regression model was constructed for the data of the factors with high importance,and the correlation coefficients between each factor and customer turnover were analyzed,so as to analyze the business meaning and causes of the most important influencing factors,and formulate targeted countermeasures to reduce customer turnover.This paper uses machine learning algorithms to analyze the importance of factors that affect customer churn,and according to the influencing factors of coping strategies,These coping strategies will have a multiplier effect in reducing the problem of customer churn,customer churn to solve P Internet hospital has very important practical significance,for other Internet hospital customer churn solution set is also has important reference value.