Measuring Consumer Perception for P2P Platform: NLP Approach

Abstract

The pandemic has forced lenders and borrowers to switch to alternative borrowing., investment solutions. This research explores the Google reviews of users of four P2P lending platforms in India. To understand user sentiments and emotions about P2P lending platforms. The researchers has analysed user sentiments using Vader and Liu Hu methods and defined the polarity as positive or negative sentiment. Further., Plutchik”s wheel of emotions was used to relate with the emotions expressed by the users. A purposeful random sampling method was used to select only 4 out of 21 registered P2P lending platforms based on their date of incorporation. The research also defined a framework for carrying out the sentiment analysis process for this study. The overall results showed that 75.51 % of users had positive sentiments., whereas., only 19.35% of users had negative sentiments about the P2P lending platforms. As most of the reviews posted were from the borrower”s., emotion of joy was seen in all 4 platforms., followed by emotions of sadness., surprise., anger., disgust., and fear.