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

Basit Öğe Kaydı
dc.contributor.authorErduran, Gamze Yıldız
dc.contributor.authorLorcu, Fatma
dc.date.accessioned2024-06-12T09:23:16Z
dc.date.available2024-06-12T09:23:16Z
dc.date.issued2020
dc.departmentTrakya Üniversitesien_US
dc.description.abstractThe 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, familiarwords, similar or the words used together of the complaints were identified.As a result of the analysis done, the most frequently mentioned banks among customercomplaintsandthesubjectsthatcustomerscomplainedaboutmostweredetermined. 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.en_US
dc.identifier.doi10.15295/bmij.v8i5.1615
dc.identifier.endpage3866en_US
dc.identifier.issn2148-2586
dc.identifier.issue5en_US
dc.identifier.startpage3835en_US
dc.identifier.trdizinid421493en_US]
dc.identifier.urihttps://doi.org/10.15295/bmij.v8i5.1615
dc.identifier.urihttps://search.trdizin.gov.tr/yayin/detay/421493
dc.identifier.urihttps://hdl.handle.net/20.500.14551/12576
dc.identifier.volume8en_US
dc.indekslendigikaynakTR-Dizinen_US
dc.language.isoenen_US
dc.relation.ispartofBusiness and Management Studies: An International Journalen_US
dc.relation.publicationcategoryMakale - Ulusal Hakemli Dergi - Kurum Öğretim Elemanıen_US
dc.rightsinfo:eu-repo/semantics/openAccessen_US
dc.titleTHE INVESTIGATION OF ONLINE CUSTOMER COMPLAINTS IN THE BANKING SECTOR BY TEXT MININGen_US
dc.typeArticleen_US

Dosyalar

Koleksiyon

TR-Dizin İndeksli Yayınlar Koleksiyonu