Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique
In order to manage problems and complaints of customers and branches, many banks in the country outsource parts of their customer relationship management to companies such as call centers. Since this important unit is managed out of the banks, analyzing the data and evaluating the performance of cal...
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| Format: | Article |
| Language: | English |
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University of Tehran
2014-06-01
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| Series: | Journal of Information Technology Management |
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| Online Access: | https://jitm.ut.ac.ir/article_50875_9cb1ff93b570df5e385a79cc356fd360.pdf |
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| author | Shabnam Mohammadi Somayeh Alizadeh |
| author_facet | Shabnam Mohammadi Somayeh Alizadeh |
| author_sort | Shabnam Mohammadi |
| collection | DOAJ |
| description | In order to manage problems and complaints of customers and branches, many banks in the country outsource parts of their customer relationship management to companies such as call centers. Since this important unit is managed out of the banks, analyzing the data and evaluating the performance of call centers are very important. On the other hand, many banks are not able to analyze and do not know how to use hidden patterns in the data. Hence, by presenting RFS model in this paper, we have tried to cluster bank branches based on R factor (recently announced problem), F (frequency or number of difficulties) and S (branches satisfaction with call center) and find the relationship between these factors and mentioned problems. Moreover, call center's ability to resolve problems of branches of each cluster can be assessed using S Factor. Branches were distributed into four optimized clusters based on their behavior pattern. Finally, the results were analyzed and the recommendations were presented to improve the performance of call centers. |
| format | Article |
| id | doaj-art-20c3e0ffbe4a4d7bae5e5651898354a2 |
| institution | OA Journals |
| issn | 2008-5893 2423-5059 |
| language | English |
| publishDate | 2014-06-01 |
| publisher | University of Tehran |
| record_format | Article |
| series | Journal of Information Technology Management |
| spelling | doaj-art-20c3e0ffbe4a4d7bae5e5651898354a22025-08-20T02:03:55ZengUniversity of TehranJournal of Information Technology Management2008-58932423-50592014-06-016233335010.22059/jitm.2014.5087550875Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining TechniqueShabnam Mohammadi0Somayeh Alizadeh1MSc. Student of IT, K.N.Toosi University, Tehran, IranAssistant Prof of industrial Engineering, K.N.Toosi University, Tehran, IranIn order to manage problems and complaints of customers and branches, many banks in the country outsource parts of their customer relationship management to companies such as call centers. Since this important unit is managed out of the banks, analyzing the data and evaluating the performance of call centers are very important. On the other hand, many banks are not able to analyze and do not know how to use hidden patterns in the data. Hence, by presenting RFS model in this paper, we have tried to cluster bank branches based on R factor (recently announced problem), F (frequency or number of difficulties) and S (branches satisfaction with call center) and find the relationship between these factors and mentioned problems. Moreover, call center's ability to resolve problems of branches of each cluster can be assessed using S Factor. Branches were distributed into four optimized clusters based on their behavior pattern. Finally, the results were analyzed and the recommendations were presented to improve the performance of call centers.https://jitm.ut.ac.ir/article_50875_9cb1ff93b570df5e385a79cc356fd360.pdfCRMClusteringcustomer satisfactionk-means algorithm |
| spellingShingle | Shabnam Mohammadi Somayeh Alizadeh Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique Journal of Information Technology Management CRM Clustering customer satisfaction k-means algorithm |
| title | Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique |
| title_full | Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique |
| title_fullStr | Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique |
| title_full_unstemmed | Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique |
| title_short | Analyzing the Problems of Ayandeh Bank Branches across the Country Using Data Mining Technique |
| title_sort | analyzing the problems of ayandeh bank branches across the country using data mining technique |
| topic | CRM Clustering customer satisfaction k-means algorithm |
| url | https://jitm.ut.ac.ir/article_50875_9cb1ff93b570df5e385a79cc356fd360.pdf |
| work_keys_str_mv | AT shabnammohammadi analyzingtheproblemsofayandehbankbranchesacrossthecountryusingdataminingtechnique AT somayehalizadeh analyzingtheproblemsofayandehbankbranchesacrossthecountryusingdataminingtechnique |