Churn Management of E-Banking Customers by Fuzzy AHP

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Author(s): Adem Karahoca (Bahcesehir University, Turkey), Oytun Bilgen (AFA-Atlantic Flight Academy, Turkey)and Dilek Karahoca (Bahcesehir University, Turkey)
Copyright: 2016
Pages: 18
Source title: Handbook of Research on Financial and Banking Crisis Prediction through Early Warning Systems
Source Author(s)/Editor(s): Qaiser Munir (Universiti Malaysia Sabah, Malaysia)
DOI: 10.4018/978-1-4666-9484-2.ch008

Keywords: Accounting & Finance / Accounting and Finance / Business & Management / Business Science Reference

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Abstract

As the world goes through a paper-less environment, electronic banking solutions are more welcome by most of the corporations. It is important that companies control their cash management electronically. Banking services provide such solutions to satisfy customers' needs. This study focuses on E-Banking usage data to identify the customers' behavior. When a corporation wants to keep or promote its position in the market, churn management can be considered as an efficient solution. Basically, Churn Management will shape the customers into segments in order for the corporation to focus on the customers that are closer to be out of the portfolio.

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