مریم ولی زاده سماکوش

Knowing customer behavior patterns, clustering and assigning them is one of the most important purpose for banks. In this research, the five criteria of each customer, including Recency, Frequency, Monetary, Loan and Deferred, were extracted from the bank database during one year, and then clustered using the customer's K-Means algorithm. Then, the multi-objective model of bank service allocation was designed for each of the clusters. The purpose of the designed model was to increase customer satisfaction, reduce costs, and reduce the risk of allocating services. Given the fact that the problem does not have an optimal solution, and each client feature has a probability distribution function, simulation was used to solve it. In order to determine the neighbor optimal solution of the Simulated Anneling algorithm, neighboring solutions were used and a simulation model was implemented. The results showed a significant improvement over the current situation. In this research, we used Weka and R-Studio software for data mining and Arena for simulation for optimization.

Now days, the use of information systems is a necessity in organizations. Enterprise resource planning system (ERP) is one of the important applications of information technology, especially in the banking industry in our country. There are a lot of providers of ERP software package inside and out. Therefore, it is so important to select suitable ones which cover all needs and aspects of our organization. To solve this problem, we need to build a complete network of all factors involved in the decision and we also need right tools to identify factors into the network. We have used Analytic Network Process (ANP) to make decision making network based on the research findings and innovations and we also have used Balanced Score card to identify effective factors .we have connected the two method together by using questionnaires to the 45experts and professionals in banking system and the 25implementing experts of this software package in Iranian companies. We have applied SPSS and Super Decision software’s to solve proposed model and make valid research results. As a result, an ERP software package of SAP Company is proposed with 0.375 score as the most appropriate one rather than Mysis and Douran for Bank.