Predicting Customer Churn in Electronic Banking

  • Marcin SzmydtEmail author
Conference paper
Part of the Lecture Notes in Business Information Processing book series (LNBIP, volume 339)


The following paper is an outline of the current author’s research on the churn prediction in electronic banking. The research is based on real anonymised data of 4 million clients from one of the biggest Polish banks. Access to real data in such scale is a substantial strength of the study, as many researchers often do use only small data sample from a short period. Even though current research is still preliminary and ongoing, unlimited access to these data provides a great environment for further work. The study strongly connects with real business goals and trends in the banking industry as the author is also a practitioner. Described research focuses on methods for predicting customers who are likely to leave electronic banking. It contributes especially in further classification of an electronic churn and a broader definition of customer churn in general. Recommended solutions should contribute to the increase in the number of digital customers in the bank.


Banking Churn prediction Electronic banking 


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© Springer Nature Switzerland AG 2019

Authors and Affiliations

  1. 1.Department of Information SystemsPoznan University of Economics and BusinessPoznanPoland

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