Volume 8, Issue 3 (2019)                   ORMR 2019, 8(3): 45-61 | Back to browse issues page

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Jafari-Eskandari M, Ostad-Akbari M. Banking Customer Clustering Theory Game Analysis Based on the k-Mean Method and Imperialist Competitive Algorithm in Electronic Banking. ORMR. 2019; 8 (3) :45-61
URL: http://ormr.modares.ac.ir/article-28-15667-en.html
1- Industrial Engineering, Payamnoor University, Tehran, Iran
2- Industrial Engineerin, Payamnoor University, Tehran, Iran
Abstract:   (5938 Views)
E-Banking is a new type of banking service where banking services are provided using -environments. This kind of banking activity has spread throughout the world since 1991. Customers are migrating from traditional banking to modern banking with the increase of e-banking services and the provision of various tools for banking transactions. Accordingly, it is important to examine the progress of banks in these tools and the level of customer satisfaction. This study first analyzes the extent of customer satisfaction with these tools by examining customer transactions in Branch, ATM, Internet Bank and Mobile Bank Which has conducted this survey for a hundred thousand customers. After an initial analysis of the use of tools, Customers were clustered using k-Mean Method and Imperialist Competitive Algorithm with MATLAB software and grouped into seven clusters. Then the characteristics of each cluster are examined and strategies for each cluster are presented. In the final stage, we analyzed the strategies proposed by the Shapely value-based game theory approach and the most important strategies proposed.
Full-Text [PDF 445 kb]   (590 Downloads)    
Article Type: Original Research | Subject: Organizational Behavior and Human Resource Management
Received: 2018/01/13 | Published: 2019/03/15

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