User Sentiment Analysis of Cashkumar Peer-to-Peer (P2P) Lending Platform: Based on Google Reviews

Sagar Suresh Gupta and Jayant Mahajan

A chapter in Smart Analytics, Artificial Intelligence and Sustainable Performance Management in a Global Digitalised Economy, 2023, vol. 110B, pp 97-122 from Emerald Group Publishing Limited

Abstract: Introduction:Lending is an age-old concept, and Peer-to-Peer (P2P) lending is not new. The reduction in the issuing of loans by banks has made people switch from traditional to online mode. The introduction of the online P2P lending industry is in its nascent stage of growth. As this industry is relatively new, understanding user experience, sentiments, and emotions would be helpful for the industry to innovate as per customer requirements. Purpose:To explore the patterns in the sentiments expressed by users of ‘Cashkumar’ based on Google reviews. Methodology:Sentiments have been analysed using user experience in risk, cost, ease of use, and loan processing time. Python application was used for sentiment analysis of Google reviews. Findings:The sentiment analysis results showed that the average sentiment score was 0.7144, which indicates that the user sentiment towards ‘Cashkumar’ is positive. The reviews reflect that the users, especially borrowers were satisfied with the platform’s services and happy with loan processing time. The other factors – ease of use, cost, and risk – were not given much importance by users. Both lenders and borrowers faced a few issues, but the results of the lender’s sentiment analysis could not be generalised due to a smaller number of posted reviews.

Keywords: Peer-to-peer lending; alternative finance; online lending; Cashkumar; Google reviews; sentiment analysis (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:eme:csefzz:s1569-37592023000110b006

DOI: 10.1108/S1569-37592023000110B006

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