University of Qom Journal of Engineering Management and Soft Computing 3116-0158 9 2 2024 03 15 A model based on random forest algorithm and Jaya optimization to predict bank customer churn ارائه مدلی مبتنی بر الگوریتم جنگل تصادفی و بهینه‌سازی جایا برای پیش‌بینی ریزش مشتریان بانکی 132 148 2795 10.22091/jemsc.2024.9541.1174 EN Sepideh Chehreh Ph.D. Student in information technology engineering specializing in multimedia systems, Faculty of Engineering and Technology, Qom University, Qom, Iran. ="0000"&"-000"&RANDBETWEEN(1,4)&"-"&RANDBETWEEN(2033,9479)&"-"&RANDBETWEEN(2013,9934) Ali Sarabadani Phd student of Information Technology (IT) Engineering, e-commerce , Department of Computer Engineering and Information Technology, Faculty of Technology and Engineering, Qom University 0000-0002-3521-1401 Journal Article 2023 08 31 Customer churn is a financial term that refers to the loss of a customer; Today, due the large number of banks , the loss of customers from one bank to another ‌has become a serious concern for different banks. Therefore, in this article, which has been compiled for the customers of a bank , it is possible ‌to identify customers who have a high probability of falling by considering the behavior and characteristics of the customers before the fall occurs and ‌to keep them by providing suggestions. In marketing, everyone agrees that keeping a customer ‌is much less expensive than attracting a new customer, this article introduces the different phases of the approach of predicting customer churn with the help of machine learning. The proposed method is a combination of random forest algorithms and Jaya optimization, and customer dropout is based on different characteristics. Customer like age, Gender, graphs and cases It predicts more ‌. The results of model in the article are 91.41%, 95.66% and 93.35% respectively in Precision , Recall and Accuracy criteria. https://jemsc.qom.ac.ir/article_2795_e65f1093eaab8c3197dc1183fc152522.pdf