Opening book details…
Can I read Using Text Mining to Measure Mobile Banking Service Quality on EtoBox?
Using Text Mining to Measure Mobile Banking Service Quality by Byung-Hak Leem; Seong-Won Eum is a Business, Management and Accounting article available to read on EtoBox.
What is Using Text Mining to Measure Mobile Banking Service Quality about?
## Purpose The purpose of this study is to propose a method of measuring service quality as well as suggesting to detect customer complaints through analysis of customer online reviews of mobile bank, which is unstructured data. ## Design/methodology/approach This study uses text mining approach for customer online reviews analysis. The research procedure includes: (1) extracting users' reviews for Kakao Mobile Bank, (2) pre-processing of the extracted review data, (3) analyzing the sentiment of each review, (4) measuring the service quality score of each dimension by analyzing keyword frequency and network for each polarity, (5) evaluating total score for mobile bank service quality, and (6) detecting customer complaints on online reviews. ## Findings There are some findings. First, from the customer's point of view, it was possible to see which factors are important among the various dimensions of service quality and which factors should be managed well in mobile banking setting. Second, by periodically finding customer complaints, service failures can be prevented early, and service quality and customer satisfaction can be improved. ## Practical implications From a practical poi
Who reads Using Text Mining to Measure Mobile Banking Service Quality?
It is typically read by researchers, students, and practitioners in Business, Management and Accounting.
- Author
- Byung-Hak Leem; Seong-Won Eum
- Publisher
- Emerald
- Published
- 2021
- Language
- EN
- Field
- Business, Management and Accounting (Social Sciences)