University of Oulu

Olaleye, Sunday Adewale; Adeegbe, Joshua Muyiwa; Dada, Oluwaseun Alexander; Bounab, Yazid (2020) Insight from Nigerian banking customers discussions : a study of contextual semantic search and Twitter sentiment analysis. In : Balandin, S; Paranomov, I.; Tuytina, T (eds.) Proceedings of the FRUCT’26, Yaroslavl, Russia, 23-25 April 2020. Helsinki: Fruct oy.

Insight from Nigerian banking customers discussions : a study of contextual semantic search and Twitter sentiment analysis

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Author: Olaleye, Sunday Adewale1; Adeegbe, Joshua Muyiwa1; Dada, Oluwaseun Alexander2;
Organizations: 1University of Oulu, Oulu, Finland
2University Of Helsinki, Helsinki, Finland
Format: article
Version: published version
Access: open
Online Access: PDF Full Text (PDF, 1.2 MB)
Persistent link: http://urn.fi/urn:nbn:fi-fe2020050725664
Language: English
Published: FRUCT, 2020
Publish Date: 2020-05-07
Description:

Abstract

Globally, the bank is a significant financial institution that engages customers in millions daily. This financial institution helps its customers in saving their money, with withdrawals, and money transfer electronically. Despite the inevitability of these financial institutions, they are still struggling to improve their customer’s satisfaction index scores. The intervention of the Central Bank and Federal Competition and Consumer Protection Commission are yielding positive results whenever the local bank failed, but the response time to the customer grievances is quite challenging. The literature reviewed for this study indicates the cruciality of the sentiment analysis technique. This study utilized Twitter Crawler API called the Twitter Scraper for data collection and Textblob, Vader and SentiStrength for the data analyses. The result shows the sentiments in the International Authorization Banking group as against the National Authorization group and a slight difference between the polarities of their customer’s tweets. This study gives new insights internationally and nationally to banking managers and proposes future research directions.

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Series: Proceedings of Conference of Open Innovations Association FRUCT
ISSN: 2305-7254
ISSN-E: 2343-0737
ISSN-L: 2305-7254
ISBN: 978-952-69244-2-7
Pages: 621 - 627
Host publication: Proceedings of the FRUCT’26, Yaroslavl, Russia, 23-25 April 2020
Host publication editor: Balandin, S.
Paranomov, I.
Tuytina, T.
Conference: Conference of Open Innovation Association FRUCT
Type of Publication: A4 Article in conference proceedings
Field of Science: 113 Computer and information sciences
512 Business and management
518 Media and communications
Subjects:
Copyright information: © 2020 The Authors. CC-BY-ND.
  https://creativecommons.org/licenses/by-nd/4.0/