AHP를 이용한 카드고객 이탈 요인의 우선순위 분석

• 영문명: A Priority Analysis of Card Customer Churn Factors Using AHP : Focusing on Management Support, Card Recruitment, Customer Service Personnel’s Perspective
• 발행기관: 한국IT서비스학회
• 저자명: 이정우(Jungwoo Lee) 송영규(Young-gue Song) 한창희(Chang Hee Han)
• 간행물 정보: 『한국IT서비스학회지』한국IT서비스학회지 제20권 제4호, 35~52쪽, 전체 18쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2021.08.30

영문 초록

Nowadays data-based decision making is emerging as the center of the business environment paradigm, but many companies do not have data-driven decision-making systems. It has also been studied that using an expert’s intuition in decision making can be more efficient in terms of speed and cost, compared to analytical decision making. The goal of this study is to analyze customer churn factors using a group of experts within a financial company from the viewpoint of decision-making efficiency. We applied a debit card ‘A’, product of the National Credit Union Federation of Korea. The churn factors of all the financial expert groups were examined. Also. the difference in each group (management support, card recruitment, customer service group) was analyzed. We expect that this study will be helpful in the practical aspects of managers whose environments is lack data-oriented infrastructure and culture.

목차

1. 서 론

2. 이론적 배경

3. 연구방법

4. 데이터 분석

5. 결 론

참고문헌

키워드

Data Analytics Customer Churn Decision-Making AHP ANoVA Credit Union