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An analysis of mobile banking customers for a bank strategy and policy planning

Author

Listed:
  • Behrooz Noori

    (Department of Industrial Engineering, West Tehran Branch, Islamic Azad University)

Abstract

Online banking is increasingly common. Financial institutions deliver online services via various electronic channels, subsequently diminishing the importance of conventional branch networks. This study proposed an integrated data mining and customer behavior scoring model to manage existing mobile banking users in an Iranian bank. This segmentation model was developed to identify groups of customers based on transaction history, recency, frequency, monetary background. It classified mobile banking users into six groups. This study demonstrated that identifying customers by a behavioral scoring facilitates marketing strategy assignment. Then the bank can develop its marketing actions. Thus, the bank can attract more customers, maintain its customers, and keep high customers' satisfaction.

Suggested Citation

  • Behrooz Noori, 2015. "An analysis of mobile banking customers for a bank strategy and policy planning," Proceedings of International Academic Conferences 3104516, International Institute of Social and Economic Sciences.
    • Handle: RePEc:sek:iacpro:3104516
    as

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    File URL: https://iises.net/proceedings/20th-international-academic-conference-madrid/table-of-content/detail?cid=31&iid=069&rid=4516
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    References listed on IDEAS

    as
    1. Lutgart Van den Berghe & Kurt Verweire, 2001. "Convergence in the Financial Services Industry*," The Geneva Papers on Risk and Insurance - Issues and Practice, Palgrave Macmillan;The Geneva Association, vol. 26(2), pages 173-183, April.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    Data mining; mobile data; mobile banking; customer segmentation;
    All these keywords.

    JEL classification:

    • C54 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Quantitative Policy Modeling
    • C52 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Model Evaluation, Validation, and Selection
    • C88 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Other Computer Software

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