An analysis of inactive accounts in securities corporations

Hsin Hung Chen, Ben Chang Shia

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

Improving customer retention by enhancing service quality and standards has been a significant topic since the 1990s. In securities corporations, the issues of inactive accounts and customer retention are quite similar. Therefore, the objective of this study is to analyse the patterns of inactive accounts in securities corporations using Online Analytical Processing (OLAP) and data mining. The transaction records of customers in a securities corporation in Taiwan were used as empirical data. The results of OLAP and data mining analysis found seven and four rules of inactive accounts, respectively. Managerial implications and some strategies for customer services were then discussed.

Original languageEnglish
Pages (from-to)70-80
Number of pages11
JournalInternational Journal of Services and Standards
Volume4
Issue number1
DOIs
Publication statusPublished - 2008
Externally publishedYes

Fingerprint

Data mining
Industry
Processing
Online analytical processing
Customer retention
Customer service
Empirical data
Taiwan
Service quality

Keywords

  • Customer retention
  • Data mining
  • OLAP
  • Online Analytical Processing
  • Services
  • Standards

ASJC Scopus subject areas

  • Management of Technology and Innovation

Cite this

An analysis of inactive accounts in securities corporations. / Chen, Hsin Hung; Shia, Ben Chang.

In: International Journal of Services and Standards, Vol. 4, No. 1, 2008, p. 70-80.

Research output: Contribution to journalArticle

@article{f496ec7d79d841d48c2e772e0ee82bdc,
title = "An analysis of inactive accounts in securities corporations",
abstract = "Improving customer retention by enhancing service quality and standards has been a significant topic since the 1990s. In securities corporations, the issues of inactive accounts and customer retention are quite similar. Therefore, the objective of this study is to analyse the patterns of inactive accounts in securities corporations using Online Analytical Processing (OLAP) and data mining. The transaction records of customers in a securities corporation in Taiwan were used as empirical data. The results of OLAP and data mining analysis found seven and four rules of inactive accounts, respectively. Managerial implications and some strategies for customer services were then discussed.",
keywords = "Customer retention, Data mining, OLAP, Online Analytical Processing, Services, Standards",
author = "Chen, {Hsin Hung} and Shia, {Ben Chang}",
year = "2008",
doi = "10.1504/IJSS.2008.016085",
language = "English",
volume = "4",
pages = "70--80",
journal = "International Journal of Services and Standards",
issn = "1740-8849",
publisher = "Inderscience Enterprises Ltd",
number = "1",

}

TY - JOUR

T1 - An analysis of inactive accounts in securities corporations

AU - Chen, Hsin Hung

AU - Shia, Ben Chang

PY - 2008

Y1 - 2008

N2 - Improving customer retention by enhancing service quality and standards has been a significant topic since the 1990s. In securities corporations, the issues of inactive accounts and customer retention are quite similar. Therefore, the objective of this study is to analyse the patterns of inactive accounts in securities corporations using Online Analytical Processing (OLAP) and data mining. The transaction records of customers in a securities corporation in Taiwan were used as empirical data. The results of OLAP and data mining analysis found seven and four rules of inactive accounts, respectively. Managerial implications and some strategies for customer services were then discussed.

AB - Improving customer retention by enhancing service quality and standards has been a significant topic since the 1990s. In securities corporations, the issues of inactive accounts and customer retention are quite similar. Therefore, the objective of this study is to analyse the patterns of inactive accounts in securities corporations using Online Analytical Processing (OLAP) and data mining. The transaction records of customers in a securities corporation in Taiwan were used as empirical data. The results of OLAP and data mining analysis found seven and four rules of inactive accounts, respectively. Managerial implications and some strategies for customer services were then discussed.

KW - Customer retention

KW - Data mining

KW - OLAP

KW - Online Analytical Processing

KW - Services

KW - Standards

UR - http://www.scopus.com/inward/record.url?scp=42349097183&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=42349097183&partnerID=8YFLogxK

U2 - 10.1504/IJSS.2008.016085

DO - 10.1504/IJSS.2008.016085

M3 - Article

VL - 4

SP - 70

EP - 80

JO - International Journal of Services and Standards

JF - International Journal of Services and Standards

SN - 1740-8849

IS - 1

ER -