SENTIMENT ANALYSIS OF E-BANKING CUSTOMER REVIEWS USING NLP
DOI:
https://doi.org/10.29121/shodhkosh.v2.i2.2021.5743Keywords:
Sentiment Analysis, E-Banking, Nlp, Machine Learning, Smote, Class ImbalanceAbstract [English]
The surge in e-banking adoption has led to a proliferation of customer reviews online. Analyzing these reviews using sentiment analysis provides actionable insights for banks to improve customer experience. This paper presents a sentiment analysis pipeline for Indian e-banking customer reviews using NLP and machine learning, addressing class imbalance with SMOTE and class weighting. We compare Logistic Regression, SVM, and Random Forest classifiers, analyze their confusion matrices, and visualize results. The methodology and findings are contextualized with a literature review of sentiment analysis methods.
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Copyright (c) 2021 Dr. Navneet Kaur
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