Analysing Digital Banking Reviews Using Text Mining

Abstract

Digital banks are new entrants in the banking industry in the Philippines as they only started late 2018. Since then, a handful of players have and are still emerging. With more and more people becoming technologically savvy, it is very critical for financial institutions to develop a digital banking application that will stand out from the competition. This paper aims to use text mining methods to analyse digital banking application reviews. This study will perform topic modelling using LDA to explore customer concerns and will mine association rules between the digital banking features with the review score. The results will reveal which areas the digital banking application can further optimize for customer satisfaction and retention.