Aspect-based approach to measure performance of financial services using voice of customer
Banking institution is a critical part of any country’s economy, which provides a variety of services for an individual or a business entity. Due to vast availability of banks and their services, it is a cumbersome task for a person to choose a bank for his/her specific need. In this regard, we intr...
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| Format: | Article |
| Language: | English |
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Springer
2022-05-01
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| Series: | Journal of King Saud University: Computer and Information Sciences |
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| Online Access: | http://www.sciencedirect.com/science/article/pii/S1319157819312315 |
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| author | Vishal Vyas V. Uma Kumar Ravi |
| author_facet | Vishal Vyas V. Uma Kumar Ravi |
| author_sort | Vishal Vyas |
| collection | DOAJ |
| description | Banking institution is a critical part of any country’s economy, which provides a variety of services for an individual or a business entity. Due to vast availability of banks and their services, it is a cumbersome task for a person to choose a bank for his/her specific need. In this regard, we introduced a computational framework for ranking a set of banking institutions based on people’s opinion. The introduced framework is based on aspect-based sentiment analysis and multi-criteria decision making (MCDM) approaches. To evaluate our methodology, we developed a sentiment dataset comprising reviews on four Indian nationalized banks, whose quality is evaluated using 9 aspects/attributes. In order to come up with holistic ranking, we employed simple majority voting on ranking obtained using three multi-criteria decision making methods viz. analytic hierarchy process, VIKOR, and fuzzy multi-attribute decision making. We observed that final ranking obtained using our method has a strong resemblance with real-life outreach of selected four Indian banks. |
| format | Article |
| id | doaj-art-4ddfc112dbb94b5f851f2ec34b2e632a |
| institution | Kabale University |
| issn | 1319-1578 |
| language | English |
| publishDate | 2022-05-01 |
| publisher | Springer |
| record_format | Article |
| series | Journal of King Saud University: Computer and Information Sciences |
| spelling | doaj-art-4ddfc112dbb94b5f851f2ec34b2e632a2025-08-20T03:51:58ZengSpringerJournal of King Saud University: Computer and Information Sciences1319-15782022-05-013452262227010.1016/j.jksuci.2019.12.009Aspect-based approach to measure performance of financial services using voice of customerVishal Vyas0V. Uma1Kumar Ravi2Corresponding author.; Department of Computer Science, School of Engineering and Technology, Pondicherry University, Pondicherry 605014, IndiaDepartment of Computer Science, School of Engineering and Technology, Pondicherry University, Pondicherry 605014, IndiaDepartment of Computer Science, School of Engineering and Technology, Pondicherry University, Pondicherry 605014, IndiaBanking institution is a critical part of any country’s economy, which provides a variety of services for an individual or a business entity. Due to vast availability of banks and their services, it is a cumbersome task for a person to choose a bank for his/her specific need. In this regard, we introduced a computational framework for ranking a set of banking institutions based on people’s opinion. The introduced framework is based on aspect-based sentiment analysis and multi-criteria decision making (MCDM) approaches. To evaluate our methodology, we developed a sentiment dataset comprising reviews on four Indian nationalized banks, whose quality is evaluated using 9 aspects/attributes. In order to come up with holistic ranking, we employed simple majority voting on ranking obtained using three multi-criteria decision making methods viz. analytic hierarchy process, VIKOR, and fuzzy multi-attribute decision making. We observed that final ranking obtained using our method has a strong resemblance with real-life outreach of selected four Indian banks.http://www.sciencedirect.com/science/article/pii/S1319157819312315Analytic hierarchy processAspect-level sentiment analysisInformation systemOnline reviewsMCDM |
| spellingShingle | Vishal Vyas V. Uma Kumar Ravi Aspect-based approach to measure performance of financial services using voice of customer Journal of King Saud University: Computer and Information Sciences Analytic hierarchy process Aspect-level sentiment analysis Information system Online reviews MCDM |
| title | Aspect-based approach to measure performance of financial services using voice of customer |
| title_full | Aspect-based approach to measure performance of financial services using voice of customer |
| title_fullStr | Aspect-based approach to measure performance of financial services using voice of customer |
| title_full_unstemmed | Aspect-based approach to measure performance of financial services using voice of customer |
| title_short | Aspect-based approach to measure performance of financial services using voice of customer |
| title_sort | aspect based approach to measure performance of financial services using voice of customer |
| topic | Analytic hierarchy process Aspect-level sentiment analysis Information system Online reviews MCDM |
| url | http://www.sciencedirect.com/science/article/pii/S1319157819312315 |
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