ABSTRACT
Purpose>The current study employs text mining and sentiment analysis to identify core banking service attributes and customer sentiment in online user-generated reviews. Additionally, the study explains customer satisfaction based on the identified predictors.Design/methodology/approach>A total of 32,217 customer reviews were collected across 29 top banks on bankbazaar.com posted from 2014 to 2021. In total three conceptual models were developed and evaluated employing regression analysis.Findings>The study revealed that all variables were found to be statistically significant and affect customer satisfaction in their respective models except the interest rate.Research limitations/implications>The study is confined to the geographical representation of its subjects' i.e. Indian customers. A cross-cultural and socioeconomic background analysis of banking customers in different countries may help to better generalize the findings.Practical implications>The study makes essential theoretical and managerial contributions to the existing literature on services, particularly the banking sector.Originality/value>This paper is unique in nature that focuses on banking customer satisfaction from online reviews and ratings using text mining and sentiment analysis.
ABSTRACT
Plastic pollution has become a serious transboundary challenge to nature and human health, with estimation of reports published - predicting a twofold increase in plastic waste by 2030. However, due to the COVID-19 pandemic, the excessive use of single-use plastics (including face masks, gloves and personal protective equipment) would possibly exacerbate such forecasts. The transition towards eco-friendly alternatives like bio-based plastics and new emerging sustainable technologies would be vital to deal with future pandemics, even though the use or consumption of plastics has greatly enhanced our quality of life; it is however critical to move towards bioplastics. We cannot deny the fact that bioplastics have some challenges and shortcomings, but still, it is an ideal option for opt. The circular economy is the need of the hour for waste management. Along with all these practices, individual accountability, corporate intervention and government policy are also needed to prevent us from moving from one crisis to the next. Only through cumulative efforts, we will be able to cope up with this problem. This article collected scattered information and data about accumulation of plastic during COVID-19 worldwide. Additionally, this paper illustrates the substitution of petroleum-based plastics with bio-based plastics. Different aspects are discussed, ranging from advantages to challenges in the way of bioplastics.