Journal of Information Technology Services (한국IT서비스학회지)

Korea Society of IT Services (한국IT서비스학회)
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A Priority Analysis of Card Customer Churn Factors Using AHP : Focusing on Management Support, Card Recruitment, Customer Service Personnel's Perspective

AHP를 이용한 카드고객 이탈 요인의 우선순위 분석 : 경영지원·카드모집·고객서비스 집단을 중심으로

  • 이정우 (NH농협금융지주 NH금융연구소) ;
  • 송영규 (신협중앙회 IT경영부문) ;
  • 한창희 (한양대학교 경영학부)
  • Received : 2021.06.24
  • Accepted : 2021.08.09
  • Published : 2021.08.31
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Abstract

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.

Keywords

Acknowledgement

이 논문은 2019년 대한민국 교육부와 한국연구재단의 지원을 받아 수행된 연구임(NRF-2019S1A5C2A04083153).

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