134
Views
4
CrossRef citations to date
0
Altmetric
Articles

The application of data mining and RFM model in market segmentation of a veterinary hospital

, , &
Pages 1049-1065 | Received 01 Apr 2018, Published online: 26 Mar 2019

References

  • E. W. T. Ngaia, L. Xiub, and D. C. K. Chaua, Application of data mining techniques in customer relationship management: A literature review and classification. Expert Systems with Applications, vol. 36, no. 2, pp. 2592-2602, 2009. doi: 10.1016/j.eswa.2008.02.021
  • J. T. Wei, S.Y. Lin, Y. Z. Yang, and H. H. Wu, Applying data mining and RFM model to analyze customers’ values of a veterinary hospital. 2016 International Symposium on Computer, Consumer and Control (IC3S 2016), pp. 481-484, 2016. doi: 10.1109/IS3C.2016.126
  • A. Chen, K. P. Hung, and N. Peng, A cluster analysis examination of pet owners’ consumption values and behavior – segmenting owners strategically. Journal of Targeting, Measurement and Analysis for Marketing, vol. 20, no. 2, pp. 117-132, 2012. doi: 10.1057/jt.2012.10
  • T. C. Hsiao, S. L. Shieh, T. L. Chen, C.H. Liu, and Y.C. Yeh, Data analysis of medical records in veterinary hospital using clustering method and association rule. Applied Mathematics & Information Sciences, vol. 9, no. 6, pp. 3319-3326, 2015.
  • S. Dibb and M. Meadows, Relationship marketing and CRM: A financial services case study. Journal of Strategic Marketing, vol. 12, no. 2, pp. 111-125, 2010. doi: 10.1080/0965254042000215177
  • M. Labus and M. Stone, The CRM behaviour theory – Managing corporate customer relationships in service industries. Journal of Database Marketing & Customer Strategy Management, vol. 17, no. 3, pp. 155-173, 2010. doi: 10.1057/dbm.2010.17
  • D. Luck and G. Lancaster, E-CRM: Customer relationship marketing in the hotel industry. Managerial Auditing Journal, vol. 18, no. 3, pp. 213-231, 2003. doi: 10.1108/02686900310469961
  • Council of Agriculture, Executive Yuan, Taiwan, ROC. (2013). The statistical data for the number of dogs and cats in Taiwanese house-holds. Available: http://animal.coa.gov.tw/html/index_06_1_14.html
  • C. H. Cheng and Y. S. Chen, Classifying the segmentation of customer value via RFM model and RS theory. Expert Systems with Applications, vol. 36, pp. 4176-4184, 2009. doi: 10.1016/j.eswa.2008.04.003
  • J. T. Wei, M. C. Lee, H. K. Chen, and H. H. Wu, Customer relationship management in the hairdressing industry: An application of data mining techniques. Expert Systems with Applications, vol. 40, no. 18, pp. 7513-7518, 2013. doi: 10.1016/j.eswa.2013.07.053
  • S. H. Ha and S. C. Park, Application of data mining tools to hotel data mart on the intranet for database marketing. Expert Systems with Applications, vol. 15, no. 1, pp. 1-31, 1998. doi: 10.1016/S0957-4174(98)00008-6
  • C. Marcus, A practical yet meaningful approach to customer segmentation. Journal of Consumer Marketing, vol. 15, no. 5, pp. 494-504, 1998. doi: 10.1108/07363769810235974
  • E.C. Chang, H.C. Huang, and H.H. Wu, Using K-means method and spectral clustering technique in an outfitter’s value analysis. Quality & Quantity, vol. 44, no. 4, pp. 807-815, 2010. doi: 10.1007/s11135-009-9240-0
  • S. M. S. Hosseini, A. Maleki, and M.R. Gholamian, Cluster analysis using data mining approach to develop CRM methodology to assess the customer loyalty. Expert Systems with Applications, vol. 37, pp. 5259-5264, 2010. doi: 10.1016/j.eswa.2009.12.070
  • J. Ranjan and V. Bhatnagar, Role of knowledge management and analytical CRM in business: Data mining based framework. The Learning Organization, vol. 18, no. 2, pp. 131-148, 2011. doi: 10.1108/09696471111103731
  • J. T. Wei, S. Y. Lin, C. C. Weng, and H.H. Wu, A case study of applying LRFM model in market segmentation of a children’s dental clinic. Expert Systems with Applications, vol. 39, no. 5, pp. 5529-5533, 2012. doi: 10.1016/j.eswa.2011.11.066
  • I. H. Whitten and E. Frank, Data Mining: Practical Machine Learning Tools and Techniques, 2nd edition, San Francisco, CA: Morgan Kaufmann Publishers, 2005.
  • J. Han and M. Kamber, Data Mining: Concepts and Techniques, 2nd edition, San Francisco, CA: Morgan Kaufmann Publishers, 2007.
  • K. E. Fish and P. Ruby, An artificial intelligence foreign market screening method for small businesses. International Journal of Entrepreneurship, vol. 13, pp. 65-81, 2009.
  • W. Ewens and G. Grant, Statisical Methods in Bioinformatics: An Introduction, Second edition, New York: Springer, 2005.
  • S. C. Huang, E. C. Chang, and H.H. Wu, A case study of applying data mining techniques in an outfitter’s customer value analysis. Expert Systems with Applications, vol. 36, pp. 5909-5915, 2009. doi: 10.1016/j.eswa.2008.07.027
  • S. Wang, Cluster analysis using a validated self-organizing method: Cases of problem identification. International Journal of Intelligent Systems in Accounting, Finance and Management, vol. 10, no. 2, pp. 127-138, 2001. doi: 10.1002/isaf.198
  • R. J. Kuo, L. M. Ho, and C. M. Hu, Integration of self-organizing feature map and K-means algorithm for market segmentation. Computers and Operations Research, vol. 29, no.11, pp. 1475-1493, 2002. doi: 10.1016/S0305-0548(01)00043-0
  • J. T. Wei, S. Y. Lin, and H. H. Wu, A review of the application of RFM model. African Journal of Business Management, vol. 4, no. 19, pp. 4199–4206, 2010.
  • H. H. Wu, S. Y. Lin, and C. W. Liu, Analyzing patients’ values by applying cluster analysis and LRFM model in a pediatric dental clinic in Taiwan. The Scientific World Journal, vol. 2014, 68549, 2014.
  • S. F. King, Citizens as customers: Exploring the future of CRM in UK local government. Government Information Quarterly, vol. 24, no. 1, pp. 47-63, 2007. doi: 10.1016/j.giq.2006.02.012
  • N. C. Hsieh, An integrated data mining and behavioral scoring model for analyzing bank customers. Expert System with Applications, vol. 27, pp. 623-633, 2004. doi: 10.1016/j.eswa.2004.06.007
  • B. Sohrabi and A. Khanlari, Customer lifetime value (CLV) measurement based on RFM model. Iranian Accounting & Auditing Review, vol. 14, no. 47, pp. 7-20, 2007.
  • S. T. Li, L. Y. Shue, and S. F. Lee, Business intelligence approach to supporting strategy-making of ISP service management. Expert System with Applications, vol. 35, pp. 739-754, 2008. doi: 10.1016/j.eswa.2007.07.049
  • Y. M. Li, C.H. Lin, and C. Y. Lai, Identifying influential reviewers for word-of-mouth marketing. Electronic Commerce Research and Applications, vol. 9, pp. 294-304, 2010. doi: 10.1016/j.elerap.2010.02.004
  • J. J. Jonker, N. Piersma, and R. Potharst, A decision support system for direct mailing decisions. Decision Support System, vol. 42, pp. 915-925, 2006. doi: 10.1016/j.dss.2005.08.006
  • P. Spring, P. S. H. Leeflang, and T. Wansbeek, The combination strategy to optimal target selection and offer segmentation in direct mail. Journal of Market-Focused Management, vol. 4, no. 3, pp. 187-203, 1999. doi: 10.1023/A:1009899802421
  • A. M. Hughes, Strategic Database Marketing. New York: McGraw-Hill, 1994.
  • T. Ince and D. Bowen, Consumer satisfaction and services: Insights from dive tourism. The Service Industries Journal, vol. 31, no. 11, pp. 1769-1792, 2011. doi: 10.1080/02642069.2010.496480
  • U. J. Brown and R. L. Beale, Services marketing: The mediating role of customer satisfaction in the hair care industry. Academy of Marketing Studies Journal, vol. 12, no. 1, pp. 57-70, 2008.

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.