Using data mining for prediction of retail banking customer's churn behaviour
by Mahdiyeh Rezaei Chayjan; Tina Bagheri; Ahmad Kianian; Niloufar Ghafari Someh
International Journal of Electronic Banking (IJEBANK), Vol. 2, No. 4, 2020

Abstract: For every retail bank, the control over risks that originate from customer fluctuations is of great importance. These fluctuations can occur in the number of active customers or their level of activity. In recent years, Iran has faced many economic difficulties and it has become even more important for banks to be able to preserve their customers and especially the optimum balance for their accounts. The purpose of this paper gains liquidity on the spectrum of accounts and deposits the most desired service. So, in this paper the standard CRISP-DM method has been used for data mining's road map. In addition, this paper applied the churn prediction model and the enablement of customer categorisation on their churn risk. We demonstrate that customer churn may be affected by two additional important factors, namely customer's age and customer's background. Thus, the younger age range corresponds to the highest rate of shedding. Therefore, the highest amount of share among churners corresponds to customers not older than 32 years of age.

Online publication date: Wed, 05-May-2021

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Electronic Banking (IJEBANK):
Login with your Inderscience username and password:

    Username:        Password:         

Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email