Using text mining to measure mobile banking service quality

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Byung-Hak Leem ◽  
Seong-Won Eum
Keyword(s):  
Text Mining ◽  
Service Quality ◽  
Service Failure ◽  
Online Reviews ◽  
Point Of View ◽  
Mobile Banking ◽  
Content Type ◽  
Customer Complaints ◽  
Service Failures ◽  
Research Procedure

PurposeThe 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/approachThis 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.FindingsThere 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 implicationsFrom a practical point of view, mobile bank managers should pay more attention to the service quality dimensions of practicality and enjoyment. In addition, the results mean that the app design and aesthetics with the most negative reviews should be reviewed from the user's perspective rather than from the company's point of view. Second, it is possible for them to establish a systematic complaint management system that can prevent service failure in advance by detecting customer complaints early. Third, it is possible for them to make quick decisions regarding service quality with the help of real-time customer response through dashboard construction.Originality/valueThis paper is a pioneer study measuring service quality with sentiment analysis, one of the text mining applications, using customers' reviews of a mobile bank.

Does service failure criticality affect global travellers' service evaluations? An empirical analysis of online reviews

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rishi Dwesar ◽  
Debajani Sahoo
Keyword(s):  
Airline Industry ◽  
Service Failure ◽  
Service Recovery ◽  
Large Data ◽  
Online Reviews ◽  
Emotional States ◽  
Data Set ◽  
Content Type ◽  
Service Failures ◽  
Large Data Set

PurposeIncreased global air travel and competition in the airline industry entail better service delivery and failure management. This study examines how airline type, failure criticality and the traveller's culture influence travellers' airline evaluations of service failure.Design/methodology/approachThe study uses a large data set of customers' online reviews and incorporates quantitative and qualitative feedback from 20 major airlines across the world. Semantic tagging, sentiment and multivariate analyses have been used to analyse the data.FindingsFailure criticality and travellers' cultural backgrounds significantly affect airline evaluations after service failures. Moreover, failure criticality influences evaluations of travellers from individualistic cultures more severely. Contrary to expectations, full-service airlines were evaluated positively after less critical service failures.Practical implicationsThe findings support that customers undergo different emotional states when they experience service failure. Understanding these internal emotional sensitivities and how services would be judged by travellers across cultures can help airlines to better manage their service recovery efforts and to strategise prioritisation of scarce resources.Originality/valueThough airline service failure has been well researched, this study examines the role of culture in service failure evaluations. The study uses a novel method to analyse a large data set of both quantitative and qualitative traveller feedback useful in service recovery management.

The face of contagion: consumer response to service failure depiction in online reviews

2018 ◽  
Vol 52 (1/2) ◽  
pp. 39-65 ◽  
Author(s):  
Alexa K. Fox ◽  
George D. Deitz ◽  
Marla B. Royne ◽  
Joseph D. Fox
Keyword(s):  
Service Failure ◽  
Emotional Contagion ◽  
Online Reviews ◽  
Self Report ◽  
User Generated Content ◽  
Physiological Measures ◽  
Content Type ◽  
Service Failures ◽  
Failure Severity ◽  
The Impact

Purpose Online consumer reviews (OCRs) have emerged as a particularly important type of user-generated information about a brand because of their widespread adoption and influence on consumer decision-making. Much of the existing OCR research focuses on quantifiable OCR features such as star ratings and volume. More research that examines the influence of review elements, aside from numeric ratings, such as the verbatim text, particularly in services contexts is needed. The purpose of this research is to investigate the impact of service failures on consumer arousal and emotions. Design/methodology/approach The authors present three behavioral experiments that manipulate service failure and linguistic elements of OCRs by using galvanic skin response, survey measures and automated facial expression analysis. Findings Negative OCRs lead to the greatest levels of arousal when consumers read OCRs. Service failure severity impacts anger, and referential cohesion, an observable property of text that helps a reader better understand ideas in the text, negatively moderates the relationship between service failure severity and anger. Originality/value The authors are among the first to empirically test the effect of emotional contagion in a user-generated content context, demonstrating that it can occur when consumers read such content, even if they did not experience the events being described. The research uses a self-report and physiological measures to assess consumer perceptions, arousal and emotions related to service failures, increasing the robustness of the literature. These findings contribute to the marketing literature on OCRs in service failures, physiological measures of consumers’ emotions, the negativity bias and emotional contagion in a user-generated content context.

Omni-channel service failures and recoveries: refined typologies using Facebook complaints

2018 ◽  
Vol 32 (3) ◽  
pp. 269-285 ◽  
Author(s):  
Anneliese Rosenmayer ◽  
Lisa McQuilken ◽  
Nichola Robertson ◽  
Steve Ogden
Keyword(s):  
Customer Service ◽  
Department Stores ◽  
Content Type ◽  
Customer Complaints ◽  
Service Failures ◽  
Marketing Activities ◽  
The Uk ◽  
Facebook Pages ◽  
Document Review

Purpose This paper aims to present two updated typologies of service failures and recoveries in the omni-channel context. These typologies are based on customer complaints and recoveries collected from the corporate Facebook pages of four omni-channel department stores, two operating in Australia and two in the UK. Design/methodology/approach A document review is used of 400 customer complaints and recoveries. Content analysis is used to condense the Facebook data into categories of failures and recoveries. Findings Customer complaints on Facebook were triggered by a multitude of varying failures in the omni-channel context, given that it is the service brand that customers are experiencing, not just retail channels. The most prevalent failures were “bricks and mortar” shopping, delivery, marketing activities including communications and pricing, quality of goods and customer service. For service recoveries on Facebook, the four-dimensional justice framework appears valid. Research limitations/implications Study limitations include potentially missing details about the nature of the service failures and recoveries, including customer satisfaction with service recovery. Practical implications The typologies offer guidance to omni-channel retailers by showing the range of online and offline situations, including those unrelated to actual transactions that trigger customer complaints on Facebook and the tactics of recovering. Originality/value The authors contribute to the service domain by updating failure and recovery typologies to reflect the emerging omni-channel context, jointly exploring failures and recoveries on Facebook and applying a four-dimensional justice framework for recoveries on Facebook.

Determining banking service attributes from online reviews: text mining and sentiment analysis

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Divya Mittal ◽  
Shiv Ratan Agrawal
Keyword(s):  
Text Mining ◽  
Customer Satisfaction ◽  
Sentiment Analysis ◽  
Banking Sector ◽  
Online Reviews ◽  
Socioeconomic Background ◽  
Content Type ◽  
Customer Reviews ◽  
Banking Service ◽  
The Interest Rate

PurposeThe 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.Design/methodology/approachA total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.FindingsThe study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implicationsThe study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implicationsThe study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/valueThis paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.

Negative Customer Experience in Lifestyle Hotels

2021 ◽  
pp. 126-157
Author(s):  
Manoel Vitor Santos ◽  
Amélia M. P. C. Brandão
Keyword(s):  
Social Networks ◽  
Text Mining ◽  
Consumer Behaviour ◽  
Online Reviews ◽  
Customer Experience ◽  
Customer Complaints ◽  
Online Platforms ◽  
Hotel Service ◽  
Hotel Managers

The primary purpose of the present research is to develop a methodology which can accurately analyse online public reviews on Google using Netnography studies combined with text mining analyses. By analysing the current techniques applied to a lifestyle hotel brand in nine properties in different countries and carefully studying how negative reviews are expressed online by costumers, this study aims to create a pattern of lifestyle customer complaints. This research seeks to demonstrate patterns of consumer behaviour that are not fully satisfied with the hotel service and how it can negatively affect the brand. This study identifies the areas that five stars lifestyle hoteliers and hotel managers need to pay attention to improve services, considering online reviews on online platforms, such as social networks and other tourism sites. Today, online reviews and customer experiences have a significant impact on the choice of a hotel.

Analysis of Online Hotel Reviews During the COVID-19 Pandemic Using Topic Modeling

2021 ◽  
pp. 478-494
Author(s):  
Özlem Ergüt
Keyword(s):  
Text Mining ◽  
Service Quality ◽  
Topic Modeling ◽  
Online Reviews ◽  
Current Situation ◽  
Tourism Industry ◽  
Daily Lives ◽  
New Normal ◽  
Tourism Sector ◽  
The World

The world is facing the COVID-19 pandemic that has impacted economies and millions of people worldwide. The fact that COVID-19 is highly contagious from person to person has greatly affected the daily lives of people, and it has also had a devastating effect on many sectors, particularly the tourism industry. In order to mitigate losses for the tourism sector and for it to gain a new dynamism under the current pandemic conditions, monitoring and analyzing online reviews is an important factor for better understanding the needs and desires of customers. The purpose of this study was to determine the main topics in online reviews by foreign guests staying in İstanbul during the pandemic period using text mining techniques. The information obtained as a result of the analysis is important in terms of understanding how to manage the current situation, developing suggestions for solutions, improving service quality, making future decisions, and adapting to the new normal.

Is consumer forgiveness possible?

2019 ◽  
Vol 31 (4) ◽  
pp. 1567-1587 ◽  
Author(s):  
JungYun (Christine) Hur ◽  
SooCheong (Shawn) Jang
Keyword(s):  
Service Management ◽  
Service Providers ◽  
Service Failure ◽  
Management Strategies ◽  
Negative Effects ◽  
Content Type ◽  
Service Failures ◽  
Recovery Strategies ◽  
The Usa ◽  
Hotel Managers

PurposeThis study aims to investigate how consumer forgiveness is formed by examining rumination and distraction by consumers in hotel service failures.Design/methodology/approachData were collected using a self-administered questionnaire in the USA. A total of 371 usable responses were obtained. Anderson and Gerbing’s two-step approach was used to assess the measurement and structural models.FindingsThis study suggests that rumination and distraction play significant roles in processing consumer forgiveness. Self-focused rumination and distraction increase consumer forgiveness, whereas provocation-focused rumination exacerbates the negative effects of service failure severity on consumer forgiveness. This study also shows that gender differences exist. Men were more likely than women to link self-focused rumination and distraction to their intentions to forgive a service provider.Practical implicationsThis study is helpful for hotel managers to understand the mechanisms of consumer forgiveness in service failures and develop effective recovery strategies. Managers should aim to lessen consumers’ provocation-focused rumination while encouraging self-focused rumination and distraction. In addition, because of the differences in the process of consumer forgiveness between men and women, it is critical to differentiate the two groups in designing targeted recovery strategies for service failures.Originality/valueThis study investigates consumer forgiveness as a behavioral outcome following service failures that may help consumers achieve psychological balance and allow service providers a chance to restore the broken relationship. This study adds new information for understanding consumer responses and provides a basis for effective service management strategies.

Are tattoos still a taboo?

2019 ◽  
Vol 31 (2) ◽  
pp. 874-889 ◽  
Author(s):  
Marie Ozanne ◽  
Michael J. Tews ◽  
Anna S. Mattila
Keyword(s):  
Customer Service ◽  
Service Failure ◽  
Mediation Process ◽  
Content Type ◽  
Customer Perceptions ◽  
Service Failures ◽  
Aesthetic Labor ◽  
Agency And Communion ◽  
Failure Scenario ◽  
The Impact

PurposeAs tattoos increase in popularity, questions persist regarding their impact on customer perceptions. To help shed light into this issue, this paper aims to explore the impact of tattooed restaurant servers in the context of service failures. Through the agency and communion theory, the authors propose that a female server with tattoos induces higher levels of negative word of mouth (WOM) intention than her male counterpart. Furthermore, the authors propose that perceived competence mediates this effect.Design/methodology/approachThrough a 2 (tattoos status: yes, no) × 2 (server’s gender: male, female) experimental design, a panel of consumers were exposed to a restaurant service failure scenario with a photograph of a server. Depending on the condition, the server was either a male or female and had (or not) a tattoo on their left arm and neck. The same tattoo design was used for both genders.FindingsThe findings indicate that, in a service failure context, customers’ propensity to generate negative WOM does not differ across tattooed (vs non-tattooed) servers. However, contrary to the expectations of the authors, people tend to react more negatively to a male (vs female) server with tattoos.Originality/valueResearch on tattoos in the customer service context is scant, especially in hospitality. Furthermore, no previous study on tattoos has empirically tested a mediation process explaining differences in customer perceptions. Contrary to previous findings, this study demonstrates that an exposure to male (vs female) tattooed servers increases customers’ propensity to generate negative WOM. In other words, the type of profession coupled with the employees’ gender might influence customer perceptions. Furthermore, as customers’ propensity to generate negative WOM did not increase when served by a tattooed (vs non-tattooed) employee, managers in aesthetic labor industries, such as the foodservice business, can be more accepting of employees with tattoos.

Exploring backpackers’ perceptions of the hostel service quality

2015 ◽  
Vol 27 (8) ◽  
pp. 1839-1855 ◽  
Author(s):  
Ana Brochado ◽  
Paulo Rita ◽  
Carlos Gameiro
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Quantitative Research ◽  
Hotel Industry ◽  
Online Reviews ◽  
Content Type ◽  
The Social ◽  
Mixed Approach ◽  
Depth Interviews

Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.

Understanding retail quality of sporting goods stores: a text mining approach

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Luke Lunhua Mao
Keyword(s):  
Text Mining ◽  
Customer Service ◽  
Online Reviews ◽  
The United States ◽  
Alternative Methods ◽  
Content Type ◽  
Sport Industry ◽  
Sporting Goods ◽  
Quality Dimensions

PurposeSporting goods retailing is a significant sector within the sport industry with the total revenue of this sector reaching $52.2 billion in 2018. Beset with formidable competition, sporting goods stores are compelled to augment their merchandise with service and improve retail quality. The purpose of this study is to investigate retail quality of sporting goods stores (RQSGS).Design/methodology/approachBased on 27,793 online reviews of 1481 stores in the United States, this study used Leximancer 4.0, a text mining software, to identify critical retail quality dimensions associated with sporting goods stores, and further explored the most salient dimensions among different levels of ratings.FindingsCustomer service and store aspects are the two higher-order dimensions of RQSGS; holistic experience, manager and staff are three themes under customer service, and product, B&M store and online–offline integration are three themes under store aspects. Furthermore, extreme reviews focus more on customer service, whereas lukewarm reviews focus more on store aspects.Practical implicationsKnowledgeable staff, managers and online–offline integration are instrumental in creating superior retail quality. Sporting goods stores should enhance hedonic and social values for consumers in order to ward off online competitions.Originality/valueThis study explored retail quality dimensions that are pertinent to sporting goods retailing utilizing text mining methods. This study to certain extent cross-validated the existing retailing literature that is developed on alternative methods.

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