Open AccessTHE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MINING
Author(s) -
Gamze Yıldız Erduran,
Fatma Lorcu
Publication year - 2020
Publication title -
business and management studies: an international journal
Language(s) - English
Resource type - Journals
ISSN - 2148-2586
DOI - 10.15295/bmij.v8i5.1615
Subject(s) - business , service (business) , credit card , marketing , customer service , cluster analysis , customer retention , customer satisfaction , victimisation , advertising , service quality , finance , computer science , medicine , poison control , human factors and ergonomics , environmental health , machine learning , payment
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.