Analysis of customer reviews for digital banking applications with text mining methods
Abstract
Virtual services, which provide an important comfort area in today's digital world, are used by the majority of people. Accordingly, digital banking is one of the most used online financial services. In this research, it was aimed to analyze the digital banking services used by bank customers at a high rate and by using text mining methods using a data pool consisting of their comments. In the study, in the light of the data of the Banks Association of Turkey, the digital banking data of the 10 most used private banks and 3 state banks and a total of 13 banks constitute the population. The data covers the period from January 2020 to August 2022.In total, between 1,200,000-1,250,000 raw data were obtained from social media platforms where the relevant banks could be interpreted. Banks were examined one by one; Analyzes about word density were applied, wordcloud data visuals were created, and the perspective on banks was measured with individual sentiment analyses. As a result of the study, the most frequently cited by bank customers are The ease, usefulness, and service fees of digital applications are interpreted. Therefore, it has been understood that the digital services of private banks and public banks do not differ much, but the digital services of private banks are more efficient in terms of usefulness and self-renewal. As a result of the analysis, different suggestions were made to banks within the scope of customer satisfaction and quality service delivery in terms of digital banking services.
Keywords
Digital banking , Sentiment analysis , Text mining , Word cloud
Kaynakça
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