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An Opinion Mining And Sentiment Analysisapproach For Evaluating Customer Satisfactionin A Digital Banking Environment

Author

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  • Irina RAICU
  • Mirela Catalina TÃœRKEȘ

Abstract

In the highly competitive digital environment, building more unique relationshipswith customers is vital for banking institutions. The emergence of new technologies has causedcustomers to reset their digital banking expectations now they have experienced personalizeddigital relationships in other aspects of their life. Keeping pace with digital customers is a bigchallenge. When building relationships with customers, satisfaction represents the foundation.Therefore, banking institutions must offer to their customers a variety of digital services andproducts 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 sentimentanalysis methods on evaluating customer‘s behavior in a digital banking environment.

Suggested Citation

  • Irina RAICU & Mirela Catalina TÃœRKEȘ, 2016. "An Opinion Mining And Sentiment Analysisapproach For Evaluating Customer Satisfactionin 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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    Keywords

    Digital banking; customer satisfaction; consumer behavior; building relationships withdigital 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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