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Analyzing Online Bookstore Customers Using Artificial Neura1 Network

신경망 기법을 이용한 온라인 서점 이용자들의 고객 유형 분석

  • 전현치 (고려대학교 정보경영공학부) ;
  • 신영근 (고려대학교 정보경영공학부) ;
  • 박상성 (고려대학교 정보경영공학부) ;
  • 김명훈 (건국대학교 산업공학과) ;
  • 장동식 (고려대학교 정보경영공학부)
  • Published : 2007.09.28

Abstract

Due to the development of internet technology and the steady increase of turnover at B2C market many companies put a lot of work into maintaining a good relationship with internet customers. Particularly, analyzing and understanding specific customer groups are essential for effective CRM and marketing strategy Thus, this paper proposes the method to define the customers of online bookstore into several meaningful groups. Five important factors and factor scores for each respondent are obtained by Factor Analysis. Six groups are classified by Cluster Analysis and Analysis of Variance(ANOVA) is used to verify the difference between each group.

Keywords

CRM;Factor Analysis;Cluster Analysis;Artificial Neural Network