Title: An analysis of inactive accounts in securities corporations

Authors: Hsin-Hung Chen, Ben-Chang Shia

Addresses: Department of Business Administration, Cheng Shiu University, No. 840, Chengcing Rd., Niaosong Township, Kaohsiung County 833, Taiwan. ' Department of Statistics and Information Science, Fu Jen Catholic University, No. 510, Chung-Chen Rd., Hsin-Chuang, Taipei County 24205, Taiwan

Abstract: Improving customer retention by enhancing service quality and standards has been a significant topic since the 1990s. In securities corporations, the issues of inactive accounts and customer retention are quite similar. Therefore, the objective of this study is to analyse the patterns of inactive accounts in securities corporations using Online Analytical Processing (OLAP) and data mining. The transaction records of customers in a securities corporation in Taiwan were used as empirical data. The results of OLAP and data mining analysis found seven and four rules of inactive accounts, respectively. Managerial implications and some strategies for customer services were then discussed.

Keywords: customer retention; data mining; online analytical processing; OLAP; services; standards; service quality; securities corporations; inactive accounts; Taiwan.

DOI: 10.1504/IJSS.2008.016085

International Journal of Services and Standards, 2008 Vol.4 No.1, pp.70 - 80

Published online: 05 Dec 2007 *

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