CRM of internet-bank and Web Usage Mining approach: an application study in China

摘要：

With the advent of intemet-bank and ATM of China since late 1990s,Chinese financial institutions have given evidence for the existence of a priority pattem of CRM project. Banking industry of China begins to adopt the internet-bank technology for analyzing the customers behaviors and the needs. The paper classifies the performance of the internet-bank in CRM system into two levels by different adoption of information or internet technology,taking CMB,ICBC,BC and so on as examples. The study shows that the operative CRM system still needs new techniques of processing customer data in order to understand customer behavior and increase customer satisfaction. Web usage mining (WUM) is presented as a compatible and suitable application of DM technology for Chinese internet-bank system. And WUM application architecture for internet-bank or ATM is applied for customer selection and behaviors judgement by data mining of bank website.

关键词： CRM internet-bank Web Usage Mining

作者: Li Yaning Li Kai Shi Jinyan

作者单位: Dept. of Economics School of Business Administration Northeastern University Shenyang,Liaoning P. R. Dept. of Economics School of Business Administration Northeastern University Shenyang,Liaoning P.R.. Dept. of Economics Dalian Science and Technology University Dalian,Liaoning P. R.. China

会议类型: 国际会议

会议名称: The First International Conference on Management Innovation(ICMI 2007)(管理创新会议)

会议地点: 上海

会议语种:英文

页码: 458-463

在线出版日期: 2007-06-04（万方平台首次上网日期，不代表论文的发表时间）