Vol. 8 No. 5 (2020): Business & Management Studies: An International Journal
Articles

THE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MINING

Gamze YILDIZ ERDURAN
Assistant Professor, Trakya University
Fatma LORCU
Prof. Dr., Trakya University
Bio

Published 2020-12-25

Keywords

  • Customer Complaints, Text Mining, Clustering Analysis
  • Müşteri Şikayetleri,
  • Metin Madenciliği,
  • Kümeleme Analizi

How to Cite

YILDIZ ERDURAN, G., & LORCU, F. (2020). THE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MINING. Business & Management Studies: An International Journal, 8(5), 3835-3866. https://doi.org/10.15295/bmij.v8i5.1615

Abstract

The goal of this study is to obtain new gains that would provide benefits to businesses from customer complaints that customers offer voluntarily and free of charge. In line with this purpose, in this study, 25,390 online customer complaints concerning banks operating in the retail banking sector in Turkey were analysed by data mining method. By using the clustering method in data mining analysis, complaints were grouped, familiar words, similar or the words used together of the complaints were identified.

As a result of the analysis done, the most frequently mentioned banks among customer complaints and the subjects that customers complained about most were determined. It was revealed that the subjects that the bank customers complain about most within the relevant periods were “branch, credit card fee, cancellation, customer service, subscription fee”. Also, the result emerged that bank customers used the words “unfair” and “victimisation” when expressing their dissatisfaction.

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