Sentiment Analysis And Text Mining Of Online Customer Reviews For Digital Wallet Apps Of Fintech Industry

Document Type : Primary Research paper


1 Associate Professor in Business Analytics Programme (Corresponding Author), Department of Business Administration, Annamalai University, India.

2 Doctoral Research Scholars, Department of Business Administration, Annamalai University, Chidambaram, Tamilnadu

3 Assistant Professor, Department of Commerce, Faculty of Science & Humanities, Vadapalani Campus, SRM Institute of Science and Technology


With the use of emerging technologies, the finance sector has proved to be a significant part of our everyday lives. Fintech firms are attracted by the need to improve the financial services already offered by various financial institutions. The digital wallet is the newest financial technology innovation, and it's a fantastic tool for making our payment transactions simple and fast. Many digital wallet apps have also been created and used in payment transactions. Because of the large number of cyber-threats aimed at the financial sector, security has become a critical component of banking. The main goal of this paper is to propose a method for evaluating the mood of Digital Wallet Apps feedback. Messages from Facebook pages, blogs, and other channels like,, and are collected. This were then labelled as positive or negative reviews in NVivo 12 using the auto code function. Very negative 24% Moderately negative 40.83% Moderately positive 25.65% Very positive 9.52% User preferences for Digital Wallet Apps in the FinTech Industry Market should be determined using the findings. This will help the aforementioned industries figure out what works and what doesn't. As a consequence, they'll be able to further improve their products and react to customer demands.

Volume 12, Issue 3 - Serial Number 3
ICMMNT-2021 International Virtual Conference on Materials, Manufacturing and Nanotechnology, 30th June, 2021.
June 2021
Pages 2139-2150