Customer Sentiments towards Fin-Tech Apps in India: A Text Mining Application

Abstract

Fintech sector has witnessed incredible growth in India with the government promoting digital and cashless transactions along with the penetration of smartphones and internet connectivity in the country. Online reviews and customer opinions play a key role in the choice of Fintech apps among users. The customers compare the services of these service providers based on online reviews and ratings to finalize their choice. Fintech companies use this data to improve their customer experience. In this paper we attempt to provide useful insights into the customer sentiments towards Fintech apps in India by using a text mining approach. By analyzing customer opinions and reviews, we attempt to understand the acceptance of the services provided by the Fintech companies in India. We have used sentiment analysis to classify positive, negative and neutral reviews to understand the user sentiment towards Fintech apps. We also put forward suggestions to address the gaps in the services provided by these Fintech companies based on our analysis and findings.