Customer loyalty on recurring loans

4th International Conference on Intelligent Data Engineering and Automated Learning, IDEAL 2003, Hong Kong, China, March 21-23, 2003Customer Loyalty has long been a pressing issue in today’s competitive commercial arena. It is increasingly important as companies emphasize more on their customer relationship management. In this paper, we investigate the segmentation of bank customers in terms of their loyalty level; the sample dataset is the personal finance customers from a bank. Based on a loyalty definition, a model on the customer loyalty will be formulated. This loyalty function classifies customers into four levels. Statistical and neuro-fuzzy techniques will also be deployed to explore the relationships of customer demographics, loan approval information and transaction information towards customer loyalty.Department of ComputingRefereed conference pape