Analysis of customer reviews for digital banking applications with text mining methods

Burcu Okatan; Handan Çam

Makale detayları

Analysis of customer reviews for digital banking applications with text mining methods

Yazarlar:

Burcu Okatan | Handan Çam

Yayıncı:

Gumushane University

Ana Başlıklar:

Yönetim Bilişim Sistemleri

Dergi:

Gümüşhane Üniversitesi Fen Bilimleri Dergisi Vol.14 Issue 1, pp.45-60

Belge Tipi:

Makale

Yayın Tarihi:

3/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001313138

pISSN:

2146-538X

Anahtar kelimeler:

Özet:

 Virtual services, which provide an important comfort area in todays 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.

 Virtual services, which provide an important comfort area in todays 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.

 Virtual services, which provide an important comfort area in todays 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.

 Günümüz dijital dünyasında önemli bir konfor alanı sağlayan sanal hizmetler, insanların çoğunluğu tarafından kullanılmaktadır. Bu anlamda Dijital bankacılık da en çok faydalanılan çevrimiçi finans hizmetlerindendir. Bu araştırmada da, banka müşterileri tarafından oldukça yüksek oranda kullanılan dijital bankacılık hizmetleri ile yapmış oldukları yorumlardan oluşan veri havuzu kullanılarak metin madenciliği yöntemleri ile analiz amaçlanmıştır. Çalışmada, Türkiye Bankalar Birliği verileri ışığında en çok kullanılan 10 adet özel banka ve 3 adet devlet bankası ile toplamda 13 adet bankaya ait dijital bankacılık verileri anakütleyi oluşturmaktadır. Veriler, Ocak 2020 ile Ağustos 2022 tarihleri arası baz alınarak elde edilmiştir. Toplamda 1.200.000-1.250.000 arasında ham veri ilgili bankaların yorumlanabildiği sosyal medya platformlarından elde edilmiştir. Bankalar tek tek incelenmiş olup; kelime yoğunlukları hakkında analizler uygulanmış, wordcloud veri görselleri oluşturulmuş ve yine tek tek duygu analizleri ile bankalara bakış açısı ölçümlenmiştir. Çalışmanın sonucunda, banka müşterileri tarafından en çok; dijital uygulamaların kolaylığı, kullanışlılığı, hizmet ücretleri yorumlanmıştır. Dolayısıyla özel bankalar ile kamu bankalarına ait dijital hizmetlerin çok fazla farklılık göstermediği ancak özel bankalara ait dijital hizmetlerin kullanışlılık ve kendini yenileme anlamında daha verimli olduğu anlaşılmıştır. Yapılan analizler sonucunda bankalara, dijital bankacılık hizmetleri açısından müşteri memnuniyeti ve kaliteli hizmet sunumu kapsamında farklı önerilerde bulunulmuştur.

Makale detayları

Analysis of customer reviews for digital banking applications with text mining methods

Yazarlar:

Burcu Okatan | Handan Çam

Yayıncı:

Gumushane University

Ana Başlıklar:

Yönetim Bilişim Sistemleri

Dergi:

Gümüşhane Üniversitesi Fen Bilimleri Dergisi Vol.14 Issue 1, pp.45-60

Belge Tipi:

Makale

Yayın Tarihi:

3/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001313138

pISSN:

2146-538X

Digital banking

Sentiment analysis

Text mining

Word cloudDijital Bankacılık

Duygu Analizi

Kelime Bulutu

Metin Madenciliği

Sayı

Makale detayları

Yazarlar: Burcu Okatan | Handan Çam

Yayıncı: Gumushane University

Ana Başlıklar: Yönetim Bilişim Sistemleri

Dergi: Gümüşhane Üniversitesi Fen Bilimleri Dergisi Vol.14 Issue 1, pp.45-60

Belge Tipi: Makale

Yayın Tarihi: 3/2024

Belge Dili: İngilizce

Document ID (Org No.): 2001313138

pISSN: 2146-538X

Sayı

Yazarlar:

Burcu Okatan | Handan Çam

Yayıncı:

Gumushane University

Ana Başlıklar:

Yönetim Bilişim Sistemleri

Dergi:

Gümüşhane Üniversitesi Fen Bilimleri Dergisi Vol.14 Issue 1, pp.45-60

Belge Tipi:

Makale

Yayın Tarihi:

3/2024

Belge Dili:

İngilizce

Document ID (Org No.):

2001313138

pISSN:

2146-538X