Behavior Analysis of Customer Churn for a Customer Relationship System: An Empirical Case Study

doi:10.4018/JGIM.2019010106

淡江大學機構典藏 > 商管學院 > 管理科學學系暨研究所 > 期刊論文 > Item 987654321/115811

請使用永久網址來引用或連結此文件: https://tkuir.lib.tku.edu.tw/dspace/handle/987654321/115811

題名:	Behavior Analysis of Customer Churn for a Customer Relationship System: An Empirical Case Study
作者:	Li Chen Cheng;Chia-Chi Wu;Chih-Yi Chen
日期:	2019
上傳時間:	2019-02-22 12:12:41 (UTC+8)
摘要:	This article describes how the bank industry in Taiwan must function in today's tough and fiercely competitive domestic credit card market and subdued global market. Banks are increasingly emphasizing the importance of retaining customers in order to sustain market share and remain profitable. This study proposes a new model which local banks can use to detect potential customer churn and provide an early warning indicator of problems that could lead to loss of customers. The model incorporates a customer relationship management database with a built-in time factor and applied temporal abstraction to represent data for a specific time period as defined by experts. Association rule mining is applied to analyze and detect abnormal customer behavior. The results of this article indicate that the system is relatively effective in detecting customer churn early on and thus helpful at assisting banks to address issues before they escalate. Furthermore, the tested rules are further scrutinized by experts to establish the relationship between the defined rules and management. This study provides an expert system for banks to assess the quality of their marketing campaigns and reestablish faltering customer relationships.
關聯:	Journal of Global Information Management 27(1), p.111-127
DOI:	10.4018/JGIM.2019010106
顯示於類別:	[管理科學學系暨研究所] 期刊論文

文件中的檔案:

檔案	描述	大小	格式	瀏覽次數
Behavior-Analysis-of-Customer-Churn-for-a-Customer-Relationship-System_-An-Empirical-Case-Study.pdf		566Kb	Adobe PDF	26	檢視/開啟
index.html		0Kb	HTML	173	檢視/開啟

在機構典藏中所有的資料項目都受到原著作權保護.

TAIR相關文章

資料載入中.....