Consumer Perception of Internet Banking and Mobile Banking Using Twitter Analytics

Chandrakumar Thangavel, Ramya Thangavel, Elangovan Ramanujam, Deepthi Tabitha Bennet and Preethi Samantha Bennet
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Chandrakumar Thangavel: Department of Applied Mathematics and Computational Science, Thiagarajar College of Engineering, India
Ramya Thangavel: Independent Researcher, India
Elangovan Ramanujam: Department of Computer Science and Engineering, School of Engineering and Technology, Christ University (Deemed), Bengaluru, India
Deepthi Tabitha Bennet: Thiagarajar College of Engineering, India
Preethi Samantha Bennet: Thiagarajar College of Engineering, India

International Journal of Sociotechnology and Knowledge Development (IJSKD), 2022, vol. 14, issue 1, 1-14

Abstract: Mobile and Internet banking have introduced a new way of monetary transactions without the need for physical presence. This research proposes to analyze the sentiments of people regarding digital transactions, Mobile and Internet banking. The explosion of Internet usage and the huge funding initiatives in electronic banking has drawn the attention of researchers towards Internet and mobile banking. This study focuses on customer value perceptions of the Internet and mobile banking in India. The recent and forecasted Digital India scheme shows high growth in e-banking in India. The demographic, attitudinal, and behavioral characteristics of mobile bank users were examined. In this study, datasets obtained from Twitter were used. After extensive and repeated analysis, it is found that both Mobile and Internet banking are well received, the number of positive Tweets, especially regarding mobile banking, is much higher than that of Internet banking. This leads to the interpretation that people find mobile banking easier and safer, especially during the ongoing COVID-19 pandemic.

Date: 2022
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