The analysis of customer value dimensions' difference of the bank's interacting channel

Abstract

This paper takes the study of customer's desired value of the bank's interacting channel in X city and the data of the questionnaire as the background, and uses the model of factor analysis and the model of K-mean cluster to analyze the data and finds out the customer's value dimensions and four different customer groups which is taking the customer's value dimensions as analysis variables of K-means cluster, then on the basis of these two results, the paper analyzes the difference of the customer's value dimensions among different customer groups. On the base of the customer value, this paper proposes the study method of analyzing the customer's value dimensions' difference among different customer groups and uses the tools of applied statistics to gain the knowledge of bank's customers' value so that it can provide some academic supports for the bank to develop and integrate the interacting channel service and the satisfaction of the customer.