Customer loyalty on recurring loans

Vincent To Yee Ng, I.D.A. Ng

Research output: Chapter in book / Conference proceedingConference article published in proceeding or bookAcademic researchpeer-review

Abstract

Customer Loyalty has long been a pressing issue in today’s competitive commercial arena. It is increasingly important as companies emphasize more on their customer relationship management. In this paper, we investigate the segmentation of bank customers in terms of their loyalty level; the sample dataset is the personal finance customers from a bank. Based on a loyalty definition, a model on the customer loyalty will be formulated. This loyalty function classifies customers into four levels. Statistical and neuro-fuzzy techniques will also be deployed to explore the relationships of customer demographics, loan approval information and transaction information towards customer loyalty.
Original languageEnglish
Title of host publicationLecture notes in computer science (including subseries Lecture notes in artificial intelligence and lecture notes in bioinformatics)
PublisherSpringer
Pages653-660
Number of pages8
ISBN (Print)9783540405504, 9783540450801
DOIs
Publication statusPublished - 2003
EventInternational Conference on Intelligent Data Engineering and Automated Learning [IDEAL] -
Duration: 1 Jan 2003 → …

Conference

ConferenceInternational Conference on Intelligent Data Engineering and Automated Learning [IDEAL]
Period1/01/03 → …

Keywords

  • Loyalty
  • Neuro-fuzzy
  • Regression analysis
  • Customer relationship management

ASJC Scopus subject areas

  • Computer Science(all)
  • Theoretical Computer Science

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