...Amirreza Ghadiridehkordi; Jia Shao; Roshan Boojihawon; Qianxi Wang; Hui Li Purpose This study examines the role of online customer reviews through text mining and sentiment analysis to improve customer satisfaction across various services within the UK banking sector. Additionally, the study...

... these reviews. Therefore, this study aims to discover m-banking service quality dimensions from customers' reviews of the m-banking apps through a text mining approach. Design/methodology/approach Reviews of m-banking apps of 24 banks operating in Pakistan were scraped from Google Play Store. Latent...

...Levent Çallı Purpose The primary purpose of this research is to analyze the online user reviews, where real customer experiences can be observed, with text mining and machine learning approaches, which are seen as a gap in the related literature. This study aims to compare the latent themes...

...Divya Mittal; Shiv Ratan Agrawal Purpose The current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors...