Understanding critical service factors in neobanks: crafting strategies through text mining
Puneett Bhatnagr,
Anupama Rajesh,
Richa Misra
Abstract:Purpose
This study aims to analyse and understand customer sentiments and perceptions from neobanking mobile applications by using advanced machine learning and text mining techniques.
Design/methodology/approach
This study explores a substantial large data set of 330,399 user reviews available in the form of unstructured textual data from neobanking mobile applications. This study is aimed to extract meaningful patterns, topics, sentiments and themes from the data.
Findings
The results show that the success… Show more
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