Customer satisfaction in peer-to-peer lending platforms: A text mining and sentiment analysis approach

Customer satisfaction in peer-to-peer lending platforms: A text mining and sentiment analysis approach

This study examines customer experience and satisfaction with peer-to-peer (P2P) lending platforms in India by analyzing user-generated online reviews. Despite the rapid expansion of India’s P2P lending market, few studies have analyzed consumer feedback to evaluate platform performance. To address...

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Bibliographic Details
Main Authors: Sarasanabelli Prasanna Kumari, Ali B.M. Ali, Madhusmita Mohanty, Bibhuti Bhusan Dash, Muhammad Rafiq, Sachi Nandan Mohanty, Iskandar Shernazarov, Nashwan Adnan Othman, Nadia Batool
Format: Article
Language:English
Published: Elsevier 2025-09-01
Series:Results in Control and Optimization
Subjects:
Peer to peer lending
Text mining
Cluster analysis
Online reviews
Customer satisfaction
Customer experience
Online Access:http://www.sciencedirect.com/science/article/pii/S2666720725000840
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