Tashkazakovich, Salamov Islam (2026) Customer Segmentation and Relationship Management in the Banking Sector of Uzbekistan. American Journal of Economics and Business Management, 9 (9). ISSN 2576-5973

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Abstract

In the context of increasing competition and digital transformation, effective customer segmentation has become an important instrument for improving the efficiency of banking operations and strengthening customer relationships. Banks increasingly use demographic, economic, behavioral, geographic, and psychographic characteristics to identify customer groups and develop differentiated products and services. This study examines modern approaches to customer segmentation and relationship management in the banking sector of Uzbekistan, with particular attention to JSCB Turonbank. The research analyzes retail customer segments, their financial contribution, credit portfolio distribution, customer funds, and commission and interest income. The findings demonstrate that the Mass segment represents the largest share of Turonbank’s customer base, while Affluent and Premium customers generate a disproportionately high share of total customer income. The study proposes a differentiated relationship-management model based on personalized products, loyalty programs, digital banking, and the gradual migration of high-potential customers toward higher-value segments.

Item Type:	Article
Uncontrolled Keywords:	Customer segmentation, relationship management, retail banking, digital banking, customer profitability, Turonbank, banking services, personalization, Uzbekistan
Subjects:	H Social Sciences
Depositing User:	admin eprints
Date Deposited:	13 Sep 2026 11:08
Last Modified:	13 Sep 2026 11:08
URI:	http://eprints.umsida.ac.id/id/eprint/17087

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