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An Opinion Mining And Sentiment Analysis Approach For Evaluating Customer Satisfaction In A Digital Banking Environment


  • Irina RAICU
  • Mirela Cătălina TÃœRKEÚ


In the highly competitive digital environment, building more unique relationships with customers is vital for banking institutions. The emergence of new technologies has caused customers to reset their digital banking expectations now they have experienced personalized digital relationships in other aspects of their life. Keeping pace with digital customers is a big challenge. When building relationships with customers, satisfaction represents the foundation. Therefore, banking institutions must offer to their customers a variety of digital services and products aligned with their needs. This entails understanding customers - their perceptions, influences and motivations and how they interact with every digital banking service or product. The objective of this paper is to present an approach based on opinion mining and sentiment analysis methods on evaluating customer's behavior in a digital banking environment.

Suggested Citation

  • Irina RAICU & Mirela Cătălina TÃœRKEÚ, 2016. "An Opinion Mining And Sentiment Analysis Approach For Evaluating Customer Satisfaction In A Digital Banking Environment," Annales Universitatis Apulensis Series Oeconomica, Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia, vol. 2(18), pages 1-16.
  • Handle: RePEc:alu:journl:v:2:y:2016:i:18:p:16

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    Cited by:

    1. Irina RAICU, 2019. "Financial Banking Dataset for Supervised Machine Learning Classification," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 23(1), pages 37-49.

    More about this item


    Digital banking; customer satisfaction; consumer behavior; building relationships with digital customers; digital banking strategies;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • D83 - Microeconomics - - Information, Knowledge, and Uncertainty - - - Search; Learning; Information and Knowledge; Communication; Belief; Unawareness


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