Iranian journal of management sciences

Iranian journal of management sciences

Designing a model for banking service allocation

Document Type : Research Paper

Authors
Nazanin Kashani Kikoo 1
Mahnaz Rabiei 2
Kiamars Fathi Hafshejani 3
1 Ph.D. student, Department of Information Technology Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
2 Department of Economics, Modeling and Optimization Research Center in Engineering Sciences, South Tehran Branch, Islamic Azad University, Tehran, Iran
3 Department of Industrial Management, South Tehran Branch, Islamic Azad University, Tehran, Iran
100/jiams.2024.8845.7732
Abstract
Nowadays, the organizations’, especially banks’ interaction with customers has changed significantly as customer relationship management (CRM). The current research explains a model for customer relationship with a Fuzzy-Bayesian recommender approach. It is an applied and exploratory research, which has reviewed the information of 98,604 customers. It has used 3 approaches of data mining, fuzzy, non-linear Bayesian averaging. The information of 22 indicators of customers was inputted into non-linear Bayesian models (BMA, TVP-DMA and TVP-DMS). The BMA model, regarding its error rate, had the highest accuracy. As the results show, account balance, total balance of deposits, total balance of current facilities and volume of financial transactions were the research’s non-fragile variables. C-MEANS approach is more accurate than K-MEANS. The C-MEANS approach could identify 16 clusters and analyze the characteristics of each of 16 clusters. Thus, most of the variables have a positive and significant effect on the status of each cluster.
Keywords
Gold banking services
customer relationship management
fuzzy clustering
data mining
Subjects
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Iranian journal of management sciences
Volume 19, Issue 75
Summer 2024
Pages 31-60