Volume 14 Number 1 Year - 2020

Number of articles: 20



STUDYING PRODUCT QUALITY BY EXPLORING CREDIT CARD CUSTOMERS BEHAVIOUR VIA DATA MINING TECHNIQUES

Authors: Ladan Hassani, Ehsan Taati

Abstract: Recently, the competition has increased among Iranian-banks. This provides customer's satisfaction and quality-optimization. Nowadays, Credit-card is a new and significant product for Iranian-banks. Reports show customer's demand decreased by 21% in using credit-card in 2018. This study is aimed to identify high-quality customers of credit-card and develop the product quality through creating features in accordance with to their needs in order to increase customers' satisfaction. It was conducted on 1598 credit-card holders in two-phases. First, high-quality customers were selected using data-mining tools (K-means/C&RT algorithm); Results show 93 high-quality customers. Second, their data was studied the way of using credit-cards and its features from customers' perspective including how to pay installments, number of facilities documents, etc. Results show that 43% and 57% customers use the credit-card as a loan-card and revolving-credit respectively. Also, most customers of revolving-credit significantly consume allocated-credit in a transaction and start paying their debt in maximum-installments.

Keywords: Data-Mining, Credit-Card, Customer Satisfaction, K-means, Two-step

DOI: 10.24874/IJQR14.01-11

Article info: pp. 163-182

Recieved: 12.04.2019  Accepted: 11.09.2019  UDC: 004.738.5   Downloads: 59


Volume 14 (2020)

  • Volume 13 (2019)

  • Volume 12 (2018)

  • Volume 11 (2017)

  • Volume 10 (2016)

  • Volume 9 (2015)

  • Volume 8 (2014)

  • Volume 7 (2013)

  • Volume 6 (2012)

  • Volume 5 (2011)

  • Volume 4 (2010)

  • Volume 3 (2009)

  • Volume 2 (2008)

  • Volume 1 (2007)

  • List of authors and titles