Made available in DSpace on 2016-04-25T16:44:30Z (GMT). No. of bitstreams: 1 Michel Wiazowski Rocha.pdf: 9354124 bytes, checksum: 09a04d94030b94f6f3b6ea1879512b0f (MD5) Previous issue date: 2012-05-11 / The nonprofits see growing in numbers and community service. Much has agreements with government, and operates in areas such as education, health, environment and social welfare. This study addresses partnerships between nonprofit organizations and banks. Check how these partnerships impact the services provided and how companies benefit from the sales of social products, and their use by marketing firms, and tax benefits arising from this relationship. It seeks to understand this relationship thatbenefits organizations with the use of credit cards by their members. The study begins by reviewing the literature on social responsibility and banks, then a search was made inbank branches and partner organizations, by conducting interviews with branch managers and directors of nonprofit organizations that maintains a partnership withbanks. The survey results reveal the importance of these partnerships for organizations, not only by the proceeds of the credit cards, but also the visibility that this partnership with banks brings to organizations. However, there is no transparency on the part of banks in relation to the amount of funds raised with the cards and the value of transfers to the organizations. Also missing for the employees of banks information about partner organizations and the sale of these products / As organizações sem fins lucrativos veem crescendo em número e serviços prestados à comunidade. Boa parte possui convênios com governo, e atua em áreas como, educação, saúde, meio ambiente e assistência social. Este estudo aborda parcerias entre organizações sem fins lucrativos e bancos. Verificar como essas parcerias impactam os serviços prestados e como as empresas se beneficiam com as vendas dos produtos sociais, e pela sua utilização pelo marketing das empresas, e os benefícios tributários advindos dessa relação. Procura-se entender essa relação que beneficia as organizações com o uso dos cartões de crédito pelos seus associados. O estudo inicia pela revisão bibliográfica sobre responsabilidade social e bancos, em seguida foi feita uma pesquisa nas agencias bancárias e nas organizações parceiras, mediante a realização de entrevistas com gerentes das agências e com os diretores das organizações sem fins lucrativos que mantém a parceria com os bancos. Os resultados da pesquisa revelam a relevância dessas parcerias para as organizações, não somente pelos recursos advindos dos cartões de credito, mas também pela visibilidade que essa parceria com os bancos ocasiona para as organizações. Contudo, não há transparência por parte dos bancos em relação ao montante de recursos arrecadados com os cartões e do valor do repasse para as organizações. Também falta para os funcionários dos bancos informações sobre as organizações parceiras e da venda desses produtos

Submitted by Jhonata Ramos (jhonata.emerick@gmail.com) on 2015-09-18T16:47:09Z No. of bitstreams: 1 dissertacao_final.pdf: 820128 bytes, checksum: b7fc5ca71a3debaf99da902b518ff748 (MD5) / Approved for entry into archive by Renata de Souza Nascimento (renata.souza@fgv.br) on 2015-09-18T17:17:43Z (GMT) No. of bitstreams: 1 dissertacao_final.pdf: 820128 bytes, checksum: b7fc5ca71a3debaf99da902b518ff748 (MD5) / Made available in DSpace on 2015-09-18T21:34:00Z (GMT). No. of bitstreams: 1 dissertacao_final.pdf: 820128 bytes, checksum: b7fc5ca71a3debaf99da902b518ff748 (MD5) Previous issue date: 2015-08-21 / For fraud detection models are used to identify whether a transaction is legitimate or fraudulent based on registration and transactional information. The proposal on technical study presented in this thesis consists in the Bayesian Networks (BN); their results were compared to logistic regression technique (RL), widely used by the market. Bayesian classifiers were evaluated, with the Naive Bayes structure. The structures of Bayesian networks were obtained from actual data, provided by a financial institution. The database was divided into samples development and validation by cross validation ten partitions. Naive Bayes classifiers were chosen due to the simplicity and efficiency. The model performance was evaluated taking into account the confusion matrix and the area under the ROC curve. The analyzes of performance models revealed slightly higher than the logistic regression compared to bayesian classifiers. Logistic regression was chosen as the most appropriate model for performed better in predicting fraudulent operations, compared to the confusion matrix. Based on area under the ROC curve, logistic regression demonstrated greater ability to discriminate the operations being classified correctly, those that are not. / Modelos para detecção de fraude são utilizados para identificar se uma transação é legítima ou fraudulenta com base em informações cadastrais e transacionais. A técnica proposta no estudo apresentado, nesta dissertação, consiste na de Redes Bayesianas (RB); seus resultados foram comparados à técnica de Regressão Logística (RL), amplamente utilizada pelo mercado. As Redes Bayesianas avaliadas foram os classificadores bayesianos, com a estrutura Naive Bayes. As estruturas das redes bayesianas foram obtidas a partir de dados reais, fornecidos por uma instituição financeira. A base de dados foi separada em amostras de desenvolvimento e validação por cross validation com dez partições. Naive Bayes foram os classificadores escolhidos devido à simplicidade e a sua eficiência. O desempenho do modelo foi avaliado levando-se em conta a matriz de confusão e a área abaixo da curva ROC. As análises dos modelos revelaram desempenho, levemente, superior da regressão logística quando comparado aos classificadores bayesianos. A regressão logística foi escolhida como modelo mais adequado por ter apresentado melhor desempenho na previsão das operações fraudulentas, em relação à matriz de confusão. Baseada na área abaixo da curva ROC, a regressão logística demonstrou maior habilidade em discriminar as operações que estão sendo classificadas corretamente, daquelas que não estão.

Submitted by Cristiane Oliveira (cristiane.oliveira@fgv.br) on 2011-06-03T15:27:17Z No. of bitstreams: 1 66080100245.pdf: 1185208 bytes, checksum: 1c92dd32cf10e3a490cb68ccd33a95ab (MD5) / Approved for entry into archive by Vera Lúcia Mourão(vera.mourao@fgv.br) on 2011-06-03T16:42:42Z (GMT) No. of bitstreams: 1 66080100245.pdf: 1185208 bytes, checksum: 1c92dd32cf10e3a490cb68ccd33a95ab (MD5) / Approved for entry into archive by Vera Lúcia Mourão(vera.mourao@fgv.br) on 2011-06-03T16:57:26Z (GMT) No. of bitstreams: 1 66080100245.pdf: 1185208 bytes, checksum: 1c92dd32cf10e3a490cb68ccd33a95ab (MD5) / Made available in DSpace on 2011-06-03T17:04:38Z (GMT). No. of bitstreams: 1 66080100245.pdf: 1185208 bytes, checksum: 1c92dd32cf10e3a490cb68ccd33a95ab (MD5) Previous issue date: 2010-12-17 / This paper consists of a study on interest rates sensitivity and adverse selection through personal loans offers in credit cards considering two different samples conducted by a major Brazilian financial institution. Each one of the public was randomly divided into subgroups that received identical personal loan offers, changing the interest rate only. We analyzed the response rate for each subgroup as well as some risk characteristics for all customers within one year after the loan offer. For both audiences was found that customers who accepted the loan had a higher credit risk in comparison to those ones who did not hire. For the higher income public, interest rate has significantly contributed to both the acceptance of the loan and risk level of customers. Lower interest rates offers converted a greater number of customers into loans and customers who accept offers with lower interest rate showed to have a lower risk level than those who contracted the loan with higher interest rates. For lower income public, interest rate was found to be insensitive both in the acceptance rate of the loan and customers risk level, i.e. customers did not take into account the interest rate when analyzing response rates (the response rate was the same for different interest rates) and no differentiation of risk level, unlike what happened with higher income public. / O trabalho consiste em um estudo sobre sensibilidade a juros e seleção adversa por meio de ofertas de empréstimo pessoal atrelado ao cartão de crédito para dois públicos de rendas diferentes realizado por uma grande instituição financeira brasileira. Cada um dos públicos foi dividido aleatoriamente em subgrupos que receberam ofertas de empréstimo pessoal idênticas, alterando-se apenas a taxa de juros. Foi analisada a taxa de resposta para cada subgrupo, assim como as características de todos os clientes até um ano após a oferta do empréstimo. Para os dois públicos foi constatado que clientes que aceitam o empréstimo possuem maior risco de crédito em comparação com os clientes que não contratam o mesmo. Para o público de renda mais alta, a taxa de juros mostrou ser fator importante tanto na aceitação do empréstimo quanto no nível de risco dos clientes. Taxas de juros mais baixas converteram uma maior quantidade de clientes em contratos de empréstimo, sendo que estes possuíam menor risco de crédito do que aqueles que contratam o empréstimo com taxas mais altas. Para o público de renda mais baixa, a taxa de juros mostrou ser insensível tanto na taxa de aceitação do empréstimo quanto no nível de risco dos clientes, ou seja, clientes não levaram em consideração a taxa de juros quando analisamos taxas de respostas (o nível de aceitação foi o mesmo para taxas de juros diferentes) e não houve diferenciação de nível de risco para as taxas de juros ofertadas, ao contrário do que aconteceu com o público de renda mais alta.

Submitted by marcos ito (marcos_ito@yahoo.com.br) on 2012-01-20T18:55:07Z No. of bitstreams: 1 20120120 - MPA Marcos Kenji Ito.pdf: 931031 bytes, checksum: e54504c14f74f4f4d321823f6255eda4 (MD5) / Approved for entry into archive by Suzinei Teles Garcia Garcia (suzinei.garcia@fgv.br) on 2012-01-20T18:58:07Z (GMT) No. of bitstreams: 1 20120120 - MPA Marcos Kenji Ito.pdf: 931031 bytes, checksum: e54504c14f74f4f4d321823f6255eda4 (MD5) / Made available in DSpace on 2012-01-20T19:00:45Z (GMT). No. of bitstreams: 1 20120120 - MPA Marcos Kenji Ito.pdf: 931031 bytes, checksum: e54504c14f74f4f4d321823f6255eda4 (MD5) Previous issue date: 2011-12-20 / This research aims to identify a statistical model of propensity to revolve through store credit card, in order to maximize the credit appliance and optimize marketing efforts. The descriptive study aims to generate insights for understanding the expansion of consumer credit, in a context of lack of financing options and limitation in distribution channel. There will be a quantitative approach in the customer data base of a financial institution and through the study of socio demographic and transactional it pretends to establish a mathematical model followed by a validation of their predictive ability. / Esta pesquisa tem o objetivo de identificar as variáveis e sua influência na propensão à aquisição de crédito pessoal, propondo um modelo estatístico de propensão ao financiamento por cartões de crédito híbridos para maximização de contratação de crédito e otimização dos esforços de marketing. O estudo descritivo pode gerar insights para a compreensão da expansão do crédito ao consumo, sobretudo num contexto de escassez de opções de financiamento e limitação no canal de distribuição. Foram usados dados de uma base de clientes de uma instituição financeira com variáveis sócio demográficas e transacionai, e o modelo matemático foi seguido da validação de sua capacidade preditiva.

Submitted by Marianna Nacouzi Nacouzi de Mello Franco (ma.nacouzi@gmail.com) on 2018-04-05T22:56:26Z No. of bitstreams: 1 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5) / Rejected by Mayara Costa de Sousa (mayara.sousa@fgv.br), reason: Marianna, boa tarde Alguns itens devem ser ajustados de acordo com as normas: 1. O texto "Campo de Conhecimento: Tecnologia da informação, Meios de pagamento, Fidelização" na contra capa e folha de aprovação deve ficar à esquerda da página. 2. As palavras-chave devem ser separadas por ponto e vírgula Qualquer dúvida estou à disposição. Mayara 3799/3438 on 2018-04-06T19:22:35Z (GMT) / Submitted by Marianna Nacouzi Nacouzi de Mello Franco (ma.nacouzi@gmail.com) on 2018-04-06T19:53:53Z No. of bitstreams: 2 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5) Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141200 bytes, checksum: c57122f53b13f3b288d91cb869377089 (MD5) / Approved for entry into archive by Mayara Costa de Sousa (mayara.sousa@fgv.br) on 2018-04-11T16:39:45Z (GMT) No. of bitstreams: 2 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5) Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141200 bytes, checksum: c57122f53b13f3b288d91cb869377089 (MD5) / Approved for entry into archive by Suzane Guimarães (suzane.guimaraes@fgv.br) on 2018-04-11T17:09:33Z (GMT) No. of bitstreams: 2 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5) Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141200 bytes, checksum: c57122f53b13f3b288d91cb869377089 (MD5) / Made available in DSpace on 2018-04-11T17:09:33Z (GMT). No. of bitstreams: 2 Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141421 bytes, checksum: 3c0ff43e666fed444034804bb9e3a46c (MD5) Dissertação MPA Marianna Nacouzi de Mello Franco Versão Final.pdf: 2141200 bytes, checksum: c57122f53b13f3b288d91cb869377089 (MD5) Previous issue date: 2018-03-15 / Sabe-se que os emissores de cartões arcam com altos custos de manutenção das plataformas, o que demanda uma infraestrutura cada vez mais potente, com uso intensivo de tecnologia para redução de custos operacionais e busca por inovações que diferenciem os participantes nesse mercado. Em consequência disso, eles acabam sendo repassados aos lojistas, que se veem obrigados a aceitar o cartão de crédito como meio de pagamento para garantir o seu faturamento (market share) e acompanhar os concorrentes. Com o intuito de mitigar a assimetria de informações e reduzir os custos de transação com o cartão de crédito, o Banco Central do Brasil, por meio do novo arranjo de pagamentos, promoveu a diferenciação de preços de bens e serviços oferecidos ao público em função do prazo ou do instrumento de pagamento utilizado pelo consumidor, convertida na Lei n. 13.455/2017, em junho do ano passado. Essa nova regra poderá trazer os seguintes benefícios aos agentes envolvidos: (1) o consumidor poderá pagar menos à vista, aumentando seu poder decisório em relação ao meio de pagamento que utilizará, colocando em xeque o seu real afeto e lealdade pela marca ou produto; (2) estímulo à competição entre os instituidores de pagamento (emissores e credenciadores), reduzindo os custos envolvidos com o cartão de crédito para lojistas e consumidores; e (3) regularização de uma ação já existente no comércio, formalizando algo que era velado e permitindo que o lojista exerça um protagonismo maior na dinâmica de precificação desse mercado. O presente trabalho propôs-se a explorar esses fatores por meio da aplicação de uma survey a uma amostra de varejistas. O estudo identificou que, para a maioria deles, a lei já é conhecida e adotada, sendo que a média de desconto concedida reflete o mesmo percentual cobrado pelos credenciadores para as transações com cartão de crédito. Nesse sentido, o principal motivador apontado pelos lojistas é acompanhar a concorrência por meio de preços competitivos, garantindo o incremento das vendas. Fatores como engajamento e tipo de produto foram mencionados com uma relevância menor pelos entrevistados, o que pode futuramente reforçar a necessidade de uma abordagem de relacionamento mais estratégica pelos emissores diante de seus associados, garantindo que o cartão de crédito continue sendo uma importante fonte de faturamento ao negócio e que seus benefícios sejam conhecidos para que a sua função de fidelização seja eficaz. / It is well known that credit cards issuers face huge costs to maintain their platforms, which demand a powerful infra-structure based on the use of intensive technology to achieve lower operational costs and also implement innovations that will differentiate the players in this market. Therefore, the retailers absorb these costs, once they are obliged to accept credit cards as a payment method in their stores to guarantee their profitability (market share) as well as to be competitive to their rivals pricing strategies. In order to mitigate the information asymmetry and reduce credit cards costs transactions, the Brazilian Central Bank by promoting the new payments arrangement, enabled the surcharge rule related to the payment instrument, established in the law 13.455/2017. This new rule will bring the following advantages to the agents involved: (1) the customer will be offered a discount to pay with another format, enhancing its power decision on whether the good will be bought on credit/debit card or money, revealing his real loyalty and affection to the brand or product, (2) this will also stimulate competition among payments institutions(issuers and acquires), reducing the discount taxes for the retailers and for the customers as well and, finally, (3) regulate a practice already existed in the offline market, enabling the retailer to play a relevant role in this issue by practicing price differentiation. This present work proposed to explore these factors by applying a survey with some retail businesses. The study identified that for the majority of them the law is known and the discounts are already offered to customers, on average the same percentage of the tax deducted from the credit card transactions. In this way, the major motives pointed out to apply the new rule officially, were to keep track of the competitors, that are already giving lowers prices to avoid losing clients and maintain profitability. Variables such as engagement and product type although mentioned, weren´t considered so relevant for the sellers, which can bring in the future the urge of a more strategic relationship between the credit card issuers and their associates, assuring that the product will continue to be a great source of revenues to the business and its benefits be known, so that its loyalty function continues to be efficient.

Mini Thesis submitted in partial fulfilment of the requirement for the degree of MAGISTER TECHNOLOGIAE: BUSINESS ADMINISTRATION in the FACULTY OF BUSINESS at the CAPE PENINSULA UNIVERSITY OF TECHNOLOGY, 2012 / This research study assesses the impact of fluctuating interest rates on the credit card spending habits within a leading South African food retailer by determining whether a relationship exists between interest rates and credit card spending and whether this relationship is significant. Although there are many factors that influence consumer use of credit cards such as fuel prices, cost of food and affordability, interest rates play a role in the decision making process whether to purchase on credit or not. To assess the effect of interest rates on credit card spending within the food retailer, turnover data by tender type were obtained from the retailer and were compared to interest rate changes as announced by the Governor of the South African Reserve Bank. By using non-parametric Spearman Rank Order Correlations the nature and significance of the relationship between interest rate data and tender data was determined by using a confidence level of 95 %. Customer surveys were conducted within the Cape Town area to understand the effect interest rates have on credit card usage, what the preferred methods of payments are, retailer preference, shopping frequency, average grocery spend and the perception of interest rate fairness of respondents. A total of 213 completed questionnaires were analysed and significant correlations between various variables were determined and discussed. The result of the data analysis revealed that a significant adverse relationship exists between interest rates and credit card spending within the selected food retailer. Key Words: Credit Card, Turnover, Interest Rates, Food Retailer, Retail Food Sector, Average Transaction Value, Transaction Volume, Tender Type, Consumers, Customers, ShopriteCheckers, Spar, Pick n Pay, Woolworths, South African Reserve Bank, SARB

LL.M. / Despite payment cards being of a fairly recent origin,1 these instruments of payment play an increasingly significant role in commerce. With reference to credit cards, Cornelius already in 2003 stated: “They fulfil various functions that are increasingly important at a time that ecommerce is taking off at a tremendous pace.”2 Similarly criminals continuously use more inventive and technologically advanced methods to commit fraud, including counterfeit card fraud. Is the South African criminal law, however, keeping up? The aim of this study is to investigate whether the various activities which form part of the criminal business value chain relating to counterfeit card fraud, with specific reference to bank payment cards, are sufficiently criminalised in South Africa or whether the inability of our criminal law to address the challenges posed by this crime type necessitates the introduction of further legislation. In the first part of the dissertation the South African common and statutory criminal law is investigated in some depth to establish the applicability thereof on the activities forming part of the criminal business value chain relevant to counterfeit card fraud. The appropriateness of certain statutory provisions is questioned and recommendations are made to amend current legislation. An argument is also advanced for further development of the common-law offence of theft to include identity theft and the unlawful copying and subsequent use of data. Brief reference is made to the international situation. Chapter 2 is an introduction to bank payment card fraud in South Africa focusing on the most prevalent forms thereof being card-not-present fraud and counterfeit card fraud. Reference is made to the manner in which offences related to counterfeit card fraud are currently approached in our criminal courts and the limited impact prosecutions has on the prevalence of this fraud type.

El propósito del presente trabajo es determinar la relación entre las acciones de promoción de venta ahondando en el programa de acumulación de puntos millas y su relación con la fidelización en los clientes de las entidades bancarias, en Lima Metropolitana. Por sus características, la investigación es de tipo correlacional, con diseño no experimental y enfoque mixto. Para su corroboración, se estableció dos tipos de investigaciones: cualitativa y cuantitativa. Es por ello que estudio cualitativo se basó esencialmente en la realización de dos focus groups, con rangos de 25 a 35 años. Además, se realizaron entrevistas a 2 expertos del sector de banca y finanzas que dominen los temas sobre el uso de la acumulación de puntos millas. Por otro lado, el cuantitativo se realizó vía encuesta online con una muestra de 247 personas. Finalmente, los resultados arrojados determinaron que sí existe una relación entre la acumulación de puntos milla con la fidelización de los clientes mediante el uso de tarjeta de crédito, mostrando un grado de correlación positivo moderado, vale decir, que existe, pero no plenamente consolidado. Para ello, se utilizó el estadístico de Pearson en el programa de IBM SPSS. Además, se incluye implicancias y recomendaciones a las gerencias, mencionándose futuras investigaciones. / The purpose of this work is to determine the relationship between sales promotion actions, delving into the mileage points accumulation program and its relationship with customer loyalty of banking entities in Metropolitan Lima. Due to its characteristics, the research is correlational, with a non-experimental design and a mixed approach. For its corroboration, two types of research were established: qualitative and quantitative. That is why a qualitative study was essentially based on the realization of two focus groups, ranging from 25 to 35 years. In addition, interviews were conducted with 2 experts from the banking and finance sector who are proficient in the use of mileage accrual. On the other hand, the quantitative was conducted via an online survey with a sample of 247 people. Finally, the results obtained determined that there is a relationship between the accumulation of miles points and the loyalty of customers through the use of a credit card, showing a moderate positive degree of correlation, that is, it exists, but not fully consolidated. For this, the Pearson statistic was used in the IBM SPSS program. In addition, implications and recommendations for management are included, mentioning future research. / Trabajo de investigación

En el presente estudio se identificó los factores que influyen en el incumplimiento de pago en el sistema financiero (bancos) por uso inadecuado de las tarjetas de crédito de los consumidores de la provincia de Lima. Se empleó un enfoque mixto. Al ser cualitativo, se aplicó la técnica de recopilación de información realizando entrevistas semiestructuradas a expertos del sistema financiero. Para el enfoque cuantitativo, se empleó un diseño no experimental-transversal-correlacional, porque se recolectaron datos y se analizó e interpretó la relación entre ellos en un determinado momento, aplicando cuestionarios a un público objetivo. Se utilizó una muestra de 385 personas de una población de 1’518,897 entre hombres y mujeres mayores de 18 años, que contaban al menos con una tarjeta de crédito con saldo deudor en la provincia de Lima. Se optó por un alcance correlacional para identificar el comportamiento de una variable en relación con otras. En este caso, se analizaron las variables que influyen en el incumplimiento de pago. Concluida la investigación, la hipótesis general fue aceptada obteniendo una correlación positiva con nivel débil, identificando que las variables que influyen en mayor proporción en el incumplimiento de pago fueron: el uso frecuente que le dan a las tarjetas, seguido de la existencia de malos asesores crediticios. Por lo tanto, se recomienda a los usuarios tener un mejor control de sus gastos, a los bancos a mejorar la capacitación de sus asesores crediticios y a las entidades reguladoras bancarias brindar un soporte de educación financiera a los usuarios. / In this study we identified the factors that influence payment default in the financial system (banks) due to improper use of consumer credit cards in the province of Lima. A mixed approach was employed. Being qualitative, the information gathering technique was applied by conducting semi-structured interviews with experts of the financial system. For the quantitative approach, a non-experimental-transversal-correlational design was used, because data was collected and the relationship between them analyzed and interpreted at a certain moment, applying questionnaires to a target audience. A sample of 385 people from a population of 1'518,897 was used among men and women over 18 years of age, who had at least one credit card with a debit balance in the province of Lima. A correlational scope was chosen to identify the behavior of one variable in relation to others. In this case, the main variables that influence payment default were analyzed. Once the research was concluded, the general hypothesis was accepted, obtaining a positive correlation with a weak level, identifying that the variables that most influence payment default were: the frequent use they give to the cards, followed by the existence of bad advisors credit. Therefore, it is recommended that users have better control of their expenses, that banks improve the training of their credit advisors and that banking regulators provide financial education support to users. / Tesis

El presente trabajo tiene como objetivo encontrar el patrón de características del cliente Premium desertor de tarjetas de crédito, tomando como foco principal la oficina Chacarilla del banco BBVA puesto que, ayudará a identificar al cliente desertor usuario de tarjetas de crédito y, además podrá ser usada para mejorar la gestión del cliente y personalizar los productos según comportamiento. La metodología aplicada se basa en la ciencia de datos, tomando en cuenta diversos estudios de pronósticos de deserción, para luego correlacionar y analizar el conjunto de datos utilizado para este caso, que comprende 1174 datos. Así mismo, se valida las correlaciones e impacto significativo a la agencia para poder quedarnos con 217 clientes desertores, que pertenecen a una categoría premium. Así mismo, cabe mencionar que la deserción y fuga de usuarios de tarjetas de crédito incide con mayor frecuencia, a comparación de otros productos en todas las entidades financieras del Perú puesto que, las entidades bancarias ofrecen a los clientes mejores tasas y beneficios cada mes. / The purpose of this work is to find the pattern of characteristics of the Premium customer credit card defector, with the main focus of the Chacarilla office of the BBVA bank since, to identify the customer defending customer credit card user and, in addition, it can easily be to improve customer management and customize products based on behaviour. The methodology applied is based on data science, taking into account various studies of attrition analysis, to then correlate and analyse the set of data used for this case, which comprises 1174 of data. Likewise, the correlations and the significant impact on the agency are validated to be able to keep 217 defending clients, who belong to a premium category. Likewise, it is worth mentioning that the defection and leakage of credit card users affects more frequently, a comparison of other products in all financial entities of Peru since, banking entities offer customers better rates and benefits every month. / Trabajo de investigación