Publicação
Sentiment analysis in FinTech apps: Sentiment analysis of app distribution platforms text data in the context of FinTech services
| Resumo: | This study explores sentiment analysis of user reviews for FinTech applications collected from the Apple App Store and Google Play Store. Six prominent FinTech apps, categorized into payments (Revolut, PayPal, and Wise) and cryptocurrency/blockchain platforms (Binance, Coinbase, and Crypto.com), were analyzed to understand user satisfaction and sentiment patterns. A combination of text preprocessing, n-gram analysis, and VADER sentiment analysis was employed to extract key themes and measure sentiment from the reviews. Results reveal that most users express positive sentiments, particularly regarding core functionalities like money transfers and crypto exchanges. However, customer service and technical reliability were common sources of dissatisfaction. By identifying key sentiment drivers, the present study provides insights for FinTech companies to enhance user experience and service quality, contributing to the broader understanding of how sentiment analysis informs strategic development in the industry. |
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| Autores principais: | Silva, Joana Domingos da |
| Assunto: | Sentiment analysis FinTech app reviews VADER n-grams NLP Payment App Blockchain Cryptocurrency |
| Ano: | 2025 |
| País: | Portugal |
| Tipo de documento: | dissertação de mestrado |
| Tipo de acesso: | acesso aberto |
| Instituição associada: | Universidade Nova de Lisboa |
| Idioma: | inglês |
| Origem: | Repositório Institucional da UNL |
| Resumo: | This study explores sentiment analysis of user reviews for FinTech applications collected from the Apple App Store and Google Play Store. Six prominent FinTech apps, categorized into payments (Revolut, PayPal, and Wise) and cryptocurrency/blockchain platforms (Binance, Coinbase, and Crypto.com), were analyzed to understand user satisfaction and sentiment patterns. A combination of text preprocessing, n-gram analysis, and VADER sentiment analysis was employed to extract key themes and measure sentiment from the reviews. Results reveal that most users express positive sentiments, particularly regarding core functionalities like money transfers and crypto exchanges. However, customer service and technical reliability were common sources of dissatisfaction. By identifying key sentiment drivers, the present study provides insights for FinTech companies to enhance user experience and service quality, contributing to the broader understanding of how sentiment analysis informs strategic development in the industry. |
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