Comparative Analysis of Classification Algorithms for Predicting Membership Churn in Fitness Centers: Case Study and Predictive Modeling at EightGym Indonesia

Journal: Journal of Information Systems and Informatics

Publication: 2025-06-30 · Vol. 7 No. 2 · pp. 1592–1611

DOI: 10.51519/journalisi.v7i2.1120

Abstract

The fitness industry in Yogyakarta is experiencing rapid growth accompanied by intense competition among gym service providers. This has led to an increase in membership churn, negatively impacting business sustainability. This study aims to conduct a comparative analysis of three supervised classification algorithms Random Forest, Support Vector Machine (SVM), and Extreme Gradient Boosting (XGBoost) to predict member churn at EightGym Indonesia. The dataset, consisting of 1,287 membership records collected between July 2024 and April 2025, includes features such as visit frequency, subscription duration, membership type, and churn status. The study focuses on predicting members at risk of subscription cancellation using historical data such as visit frequency, subscription duration, membership type, and churn status. The methodology follows the CRISP-DM framework, covering business understanding, data preparation, modeling, evaluation, and deployment stages. Evaluation results indicate that XGBoost delivers the best performance with 95% accuracy, high recall, and F1-score, making it the most effective algorithm for churn prediction in this context. Additionally, the model was implemented in a web-based prototype application to support gym management decision-making. The findings contribute significantly to the application of machine learning for customer retention strategies in the fitness industry and provide a foundation for the future development of predictive decision support systems.