Leveraging predictive intelligence to understand banking customer behavior

Nihel Ziadi Ben Fadhel ()

International Journal of Innovative Research and Scientific Studies, 2025, vol. 8, issue 5, 1771-1788

Abstract: This study aims to address the challenge of optimizing customer retention and marketing effectiveness in the banking sector, particularly considering rapidly evolving customer behaviors driven by digitalization and the increasing demand for personalized services. Focusing on a Tunisian financial institution, the research evaluates the combined use of predictive churn modeling, customer segmentation through K-means clustering, and association rule-based recommendation systems to enhance strategic decision-making and revenue growth. Real-world transactional and behavioral data from bank customers were analyzed using machine learning algorithms to develop predictive models for churn, identify distinct customer segments, and uncover affinity patterns for targeted marketing. The findings demonstrate that integrating these analytical techniques significantly improves marketing performance by enabling more precise targeting, tailoring personalized campaigns, and reducing customer attrition rates. The results reveal that predictive intelligence tools contribute to a better understanding and influence of customer behavior, ultimately driving profitability in a competitive banking environment. The study concludes that the strategic application of advanced data analytics is crucial for banks seeking to maintain customer loyalty and optimize marketing investments. These insights underscore the practical importance of financial institutions adopting integrated analytics frameworks, as such approaches support more effective targeting, personalization, and customer retention, thereby ensuring sustained competitiveness and profitability in the digital era.

Keywords: Banking customer behavior; Customer churn prediction; Predictive intelligence (search for similar items in EconPapers)
Date: 2025
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