scholarly journals Analysing User Experience of Mobile Banking Applications in Nigeria: A Text Mining Approach

2021 ◽  
Vol 12 (No. 1) ◽  
pp. 77-108
Author(s):  
Babatunde S. Omotosho
Keyword(s):  
User Experience ◽  
Commercial Banks ◽  
Mobile Banking ◽  
Effective Manner ◽  
Textual Data ◽  
Positive Sentiment ◽  
Mobile Banking Applications ◽  
Operational Failures ◽  
Negative Sentiment ◽  
Average User

This paper analyses textual data mined from 37,460 reviews written by mobile banking application users in Nigeria over the period November 2012 – July 2020. On a scale of 1 to 5 (5 being the best), the average user rating for the twenty-two apps included in our sample is 3.5; with the apps deployed by non-interest banks having the highest average rating of 4.0 and those by commercial banks with national authorisation having the least rating of 3.4. Results from the sentiment analysis reveal that the share of positive sentiment words (17.8%) in the corpus more than double that of negative sentiment words (7.7%). Furthermore, we find that about 66 per cent of the emotions expressed by the users are associated with ‘trust’, ‘anticipation’, and ‘joy’ while the remaining 34 per cent relate to ‘surprise’, ‘fear’, ‘anger’, and ‘disgust’. These results imply that majority of the users are satisfied with their mobile banking experience. Finally, we find that the main topics contained in the user reviews pertain to (i) feedback on banks’ responsiveness to user complaints (ii) user experience regarding app functionalities and updates, and (iii) operational failures associated with the use of the apps. These results highlight the need for banks to continue to promote awareness of existing functionalities on their apps, educate users on how those solutions could be accessed, and respond to user feedback in a timely and effective manner.

scholarly journals In the mood: the dynamics of collective sentiments on Twitter

2016 ◽  
Vol 3 (6) ◽  
pp. 160162 ◽  
Author(s):  
Nathaniel Charlton ◽  
Colin Singleton ◽  
Danica Vukadinović Greetham
Keyword(s):  
Large Dataset ◽  
Agent Based ◽  
Positive Sentiment ◽  
External Events ◽  
Twitter Users ◽  
Negative Sentiment ◽  
Scoring Algorithms ◽  
The Relationship ◽  
Structurally Stable ◽  
Average User

We study the relationship between the sentiment levels of Twitter users and the evolving network structure that the users created by @-mentioning each other. We use a large dataset of tweets to which we apply three sentiment scoring algorithms, including the open source S enti S trength program. Specifically we make three contributions. Firstly, we find that people who have potentially the largest communication reach (according to a dynamic centrality measure) use sentiment differently than the average user: for example, they use positive sentiment more often and negative sentiment less often. Secondly, we find that when we follow structurally stable Twitter communities over a period of months, their sentiment levels are also stable, and sudden changes in community sentiment from one day to the next can in most cases be traced to external events affecting the community. Thirdly, based on our findings, we create and calibrate a simple agent-based model that is capable of reproducing measures of emotive response comparable with those obtained from our empirical dataset.

scholarly journals Analisis Pengaruh Kelengkapan Fitur dan Desain Navigasi Aplikasi Perbankan Berbasis Mobile Terhadap User Experience Nasabah Individu pada PT Bank Central Asia Tbk

2020 ◽  
Vol 4 (4) ◽  
pp. 111
Author(s):  
Andrian Harinata ◽  
Anas Lutfi
Keyword(s):  
Regression Analysis ◽  
Central Asia ◽  
Multiple Regression Analysis ◽  
Multiple Regression ◽  
User Experience ◽  
Hypothesis Test ◽  
Mobile Banking ◽  
Mobile Banking Applications ◽  
The Individual

The goal of this research was to find whether feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a significant impact to its individual customers' user experience. This research was conducted by using questionnaire, in which the population was all the individual customers of PT Bank Central Asia Tbk, while the sample was the 162 (one hundred and sixty-two) respondents who submitted the questionnaire. By using the multiple regression analysis and hypothesis test, it was found that both feature completeness and navigation design of mobile banking applications developed by PT Bank Central Asia Tbk have a positive and significant impact to its individual customers' user experience.

Mobile Banking in the Opinion of Users of Banking Applications in Poland

2015 ◽  
Vol 795 ◽  
pp. 31-38 ◽  
Author(s):  
Witold Chmielarz ◽  
Konrad Łuczak
Keyword(s):  
Mobile Devices ◽  
Quantitative Study ◽  
Operating Systems ◽  
Commercial Banks ◽  
Evaluation Method ◽  
Mobile Banking ◽  
Banking Services ◽  
Mobile Channel ◽  
The Subject ◽  
Mobile Banking Applications

The objective of this article is to present and analyze the findings of a survey concerning mobile banking services offered by commercial banks to individual clients. The present study conducted by the authors examines the use of banking products and services offered in the mobile channel and the opinions of individual customers on the subject. The findings presented in the article focus on mobile banking applications offered by universal banks in Poland available for mobile devices running the Android, iOS and WindowsPhone operating systems. The paper presents general assumptions of the study, description of the methodology and research sample as well as the analysis of the obtained findings and their discussion. The quantitative study was conducted on a selected sample of respondents with the application of a standardized evaluation method used for the assessment of selected banking products and services.

A Survey on Mobile Banking Applications and the Adopted Models

2017 ◽  
Vol 7 (2) ◽  
pp. 6-11
Author(s):  
Sultan Y. As-Sultan ◽  
◽  
Ibrahim Ahmed Al-Baltah ◽  
Fua’ad Hassan Abdulrazzak ◽  
◽  
...  
Keyword(s):  
Mobile Banking ◽  
Mobile Banking Applications

Financial Innovations and Performance of Commercial Banks in Kenya

2020 ◽  
Vol 2 (2) ◽  
pp. 21-33
Author(s):  
Naomi Wanja Ireri ◽  
Gladys Kimutai
Keyword(s):  
Rural Areas ◽  
Commercial Banks ◽  
Internet Banking ◽  
Ease Of Use ◽  
Primary Data ◽  
The Internet ◽  
Mobile Banking ◽  
Good Opportunity ◽  
Financial Innovations ◽  
Automated Teller Machine

Commercial banks in Kenya have embraced alternative banking channels which represent a shift in delivery of banking and financial services since the alternative banking have become synonymous with commercial banks in Kenya. While banks have succeeded in leveraging available technology and provide alternative avenues to customers for banking services, the challenge it faces today is optimizing the usage of these channels so as to improve on their performance. The general objective of this study was to investigate the effects of financial innovations on the performance of commercial banks in Kenya. The specific objectives of the study were to examine the influence of internet banking, mobile banking, agency banking and ATM banking on the performance of commercial banks in Kenya. The study was guided by agency theory, balanced score card and diffusion of innovation theory. This study employed a descriptive research design. The study targeted44 commercial banks in Kenya as at 2017. The 16 banks which embrace all the four financial innovations from 2013 to 2017were selected using purposive sampling method. The sample size was 80 respondents who comprised of 5 senior management employees in each of the selected banks.This study used questionnaire to collect primary data from the respondents. Content analysis technique was used to analyze qualitative data collected from open ended questions in and reported in narrative form. Descriptive statistics such as mean and standard deviation were used to analyse the quantitative data. Multiple regression analysis was used to show the relationship between independent variables against dependent variable. The study revealed that internet banking, mobile banking, agency banking and ATM banking had a positive and significant effect on the performance of commercial banks. Thisstudy concludes that the banking industry has benefited tremendously from the development of the Internet. The Internet fundamentally changed the way in which banking networks are designed to meet the client demands and expectations. Mobile banking provides a good opportunity to commercial banks in Kenya to reach many mobile phone subscribers in Kenya who had remained unbanked and unreached due to limited access to bank branch networks in the country. The access to the large masses through mobile banking of the population gives banks the opportunity to grow by reaching the unbanked population. Agency banking has led to accessibility of financial service to many customer in remote areas and hence an increase in effectiveness and efficiency in service delivery. Customers are satisfied with the automated teller machine services because of ease of use, transaction cost and service security but not satisfy with automated teller machine dispense of cash. The study recommends that the public and businesses must be encouraged to use Internet banking in their daily activities, including deposits, payments and money transfers. Commercial banks in Kenya should ensure convenience and security of mobile banking through written guidelines on convenience and security of mobile banking. Commercial banks in Kenya should increase the number of agents in estates and in the rural areas. This can be done by reducing the requirements of becoming a bank agent. The banks should employ customized software that records relevant information on automated teller machine cards so that banks can establish whether unauthorized transaction has taken place or not.

scholarly journals Trends in Patient, Physician, and Public Perception of Ulnar Collateral Ligament Reconstruction Using Social Media Analytics

2021 ◽  
Vol 9 (3) ◽  
pp. 232596712199005
Author(s):  
Jonathan S. Yu ◽  
James B. Carr ◽  
Jacob Thomas ◽  
Julianna Kostas ◽  
Zhaorui Wang ◽  
...  
Keyword(s):  
Social Media ◽  
Public Perception ◽  
Ulnar Collateral Ligament ◽  
Return To Play ◽  
Social Media Analytics ◽  
Care Providers ◽  
Collateral Ligament ◽  
The Past ◽  
Positive Sentiment ◽  
Negative Sentiment

Background: Social media posts regarding ulnar collateral ligament (UCL) injuries and reconstruction surgeries have increased in recent years. Purpose: To analyze posts shared on Instagram and Twitter referencing UCL injuries and reconstruction surgeries to evaluate public perception and any trends in perception over the past 3 years. Study Design: Cross-sectional study. Methods: A search of a 3-year period (August 2016 and August 2019) of public Instagram and Twitter posts was performed. We searched for >22 hashtags and search terms, including #TommyJohn, #TommyJohnSurgery, and #tornUCL. A categorical classification system was used to assess the sentiment, media format, perspective, timing, accuracy, and general content of each post. Post popularity was measured by number of likes and comments. Results: A total of 3119 Instagram posts and 267 Twitter posts were included in the analysis. Of the 3119 Instagram posts analyzed, 34% were from patients, and 28% were from providers. Of the 267 Twitter posts analyzed, 42% were from patients, and 16% were from providers. Although the majority of social media posts were of a positive sentiment, over the past 3 years, there was a major surge in negative sentiment posts (97% increase) versus positive sentiment posts (9% increase). Patients were more likely to focus their posts on rehabilitation, return to play, and activities of daily living. Providers tended to focus their posts on education, rehabilitation, and injury prevention. Patient posts declined over the past 3 years (–28%), whereas provider posts increased substantially (110%). Of posts shared by health care providers, 4% of posts contained inaccurate or misleading information. Conclusion: The majority of patients who post about their UCL injury and reconstruction on social media have a positive sentiment when discussing their procedure. However, negative sentiment posts have increased significantly over the past 3 years. Patient content revolves around rehabilitation and return to play. Although patient posts have declined over the past 3 years, provider posts have increased substantially with an emphasis on education.

scholarly journals Decomposing tourists’ sentiment from raw NL text to assess customer satisfaction

2021 ◽  
pp. 147-151
Author(s):  
Maurizio Romano ◽  
Francesco Mola ◽  
Claudio Conversano
Keyword(s):  
Customer Satisfaction ◽  
Word Of Mouth ◽  
Combined Approach ◽  
Natural Language Text ◽  
Textual Data ◽  
Negative Sentiment ◽  
The Relationship ◽  
Time Information ◽  
Day By Day ◽  
Language Text

The importance of the Word of Mouth is growing day by day in many topics. This phenomenon is evident in everyday life, e.g., the rise of influencers and social media managers. If more people positively debate specific products, then even more people are encouraged to buy them and vice versa. This effect is directly affected by the relationship between the potential customer and the reviewer. Moreover, considering the negative reporting bias is evident in how the Word of Mouth analysis is of absolute interest in many fields. We propose an algorithm to extract the sentiment from a natural language text corpus. The combined approach of Neural Networks, with high predictive power but more challenging interpretation, with more simple but informative models, allows us to quantify a sentiment with a numeric value and to predict if a sentence has a positive (negative) sentiment. The assessment of an objective quantity improves the interpretation of the results in many fields. For example, it is possible to identify crucial specific sectors that require intervention, improving the company's services whilst finding the strengths of the company himself (useful for advertising campaigns). Moreover, considering that the time information is usually available in textual data with a web origin, to analyze trends on macro/micro topics. After showing how to properly reduce the dimensionality of the textual data with a data-cleaning phase, we show how to combine: WordEmbedding, K-Means clustering, SentiWordNet, and the Threshold-based Naïve Bayes classifier. We apply this method to Booking.com and TripAdvisor.com data, analyzing the sentiment of people who discuss a particular issue, providing an example of customer satisfaction.

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